Cancellation eligibility
- An order may be cancelled without charge before a restaurant accepts or begins preparing it.
- Once preparation has started or a rider has been assigned, cancellation may be declined because food, restaurant, and delivery costs have already been incurred.
- If LalaGO or the restaurant cancels a paid order, or a paid order cannot be fulfilled, the customer is eligible for a refund of the amount actually paid for that order.
- An abandoned or expired online checkout that never completed is not a successful charge. If the account was debited, contact support for verification.
Refund eligibility
A full or partial refund may be approved for an unfulfilled paid order, a verified duplicate charge, missing items, materially incorrect items, or items delivered in an unusable or damaged condition. Missing, incorrect, or damaged-item concerns must be reported within 24 hours of delivery and may require photos, screenshots, or other reasonable evidence.
Generally not refundable
- Change of mind after preparation has started.
- Delivery failure caused by an incorrect or incomplete address, an unreachable customer, or customer unavailability after reasonable delivery attempts.
- Food already consumed or an order reported as completed without enough information to verify the concern.
- Promotional value or discounts that were not paid for, except where the promotion's own terms say otherwise.
Review and payment timing
Support aims to review a complete request within three business days. If more information is needed, the review period starts when that information is received. An approved online-payment refund is initiated to the original payment method. Banks, e-wallets, Xendit, and other payment providers control final posting time; allow approximately 5–10 business days after approval. Cash-order resolutions are coordinated directly with support.
How to request help
Send the order ID, account contact details, order date, amount, reason, and supporting images where relevant. Never send a password, OTP, PIN, or full payment-card details. These rules do not limit rights that cannot legally be waived under applicable Philippine law.