1. Cancellation Policy

A. Customer Cancellations

• Pre-Acceptance: You may cancel an order only if the Merchant Partner has not yet accepted it. Once the store begins preparing your food, the order cannot be cancelled, and no refund will be issued.
• Non-Collection: If you fail to collect your order within 60 minutes of the estimated pickup time (or by the store's closing time, whichever is earlier), the order will be marked as "Expired." No refunds are provided for non-collected orders as the food has been prepared and cannot be resold.

B. Store/Morganis Cancellations

• If a Merchant Partner is unable to fulfill your order due to item unavailability or technical issues, the order will be cancelled, and a 100% refund will be automatically initiated to your original payment method.

2. Refund & Dispute Resolution Process

We follow a "Store-First" resolution model. If there is an issue with your order (e.g., wrong items, poor quality, or missing components), you must follow this hierarchy:

Step 1: Immediate Store Resolution

Upon collecting your food, we strongly recommend checking the order before leaving the premises.

• Any immediate concerns regarding food quality, temperature, or missing items must first be raised directly with the Store Manager/Staff.
• Stores have the authority to provide immediate solutions, such as replacing the item or correcting the order on the spot.

Step 2: Escalate to Morganis Officials

If, and only if, the Store does not provide a satisfactory solution or refuses to acknowledge a legitimate error, you may escalate the concern to Morganis Customer Support.

• The 2-Hour Rule: All concerns must be raised via the Morganis App or Website within two (2) hours of the order being marked as "Collected."
• Requirements for Escalation: To process an escalation, you must provide:
  1. Your Order ID.
  2. Clear photographic evidence of the issue (e.g., a photo of the incorrect item).
  3. A brief description of the solution offered (or refused) by the store.

Note: Concerns raised after the 2-hour window will not be eligible for a refund or credit, as the perishable nature of food makes it impossible to verify quality claims after that period.

3. Eligibility for Refunds

Refunds may be granted by Morganis officials in the following scenarios:

• Order Mismatch: You received items significantly different from what you ordered and the store refused a replacement.
• Food Safety: There is a verifiable hygiene or safety issue with the food.
• Store Closure: You arrived during the store's stated operating hours, but the store was closed.

Refunds will NOT be issued for:

• Subjective taste preferences.
• Delays in collection caused by the Customer.
• Incorrect items ordered by the Customer (e.g., accidentally selecting the wrong dish).

4. Refund Timelines

Once a refund is approved by Morganis:

• Internal Credits: If issued as Morganis Credits, they will appear in your account within 24 hours.
• Bank/Card Refunds: Depending on your bank's processing time, refunds to original payment methods typically take 5–7 business days to reflect in your statement.

5. Contact Us for Escalations

If your store-level concern was not resolved, reach out within the 2-hour window:

Morganis Support
Email: support@morganis.com