Refund & Cancellation Policy

Last updated: 7/9/2026

1. Order Cancellations

Because canteen staff begin preparing your order as soon as it is accepted, orders cannot be cancelled or modified once accepted by the canteen. Please review your cart carefully before completing payment.

2. Payment Deducted but Order Failed

If your payment was deducted but the order was not placed successfully (e.g. a payment gateway error or a timeout), the amount is automatically refunded — either back to your ZestCampus wallet or to your original payment method — within 3-5 business days. You do not need to raise a request for this; it is detected and processed automatically.

3. Order Not Fulfilled by the Canteen

In the rare case a canteen accepts an order it is subsequently unable to fulfil (e.g. the item runs out), the full order amount is refunded to your wallet. If you believe an order you paid for was never fulfilled and no refund has appeared, contact support with your order number so we can investigate.

4. Wallet Refunds

Refunds are credited to your ZestCampus wallet by default, since wallet balance can be used instantly on your next order. If you require a refund to your original payment method instead of your wallet, contact support with your order number — this is handled manually and may take longer than a standard banking cycle.

5. Platform Fee

The platform fee shown at checkout is charged for facilitating the order (payment processing, order routing, and app operation) and is non-refundable once an order has been successfully placed and accepted, except where the full order itself is refunded under sections 2 or 3 above.

6. How to Raise a Refund Request

For anything not covered above, reach out via the Help & Support page with your order number and a description of the issue. We aim to acknowledge refund requests within 48 hours and resolve them within a reasonable timeframe.

• Support contact: xxxxx@xxxxx.com