Green Hero Customer Refund and Compensation Policy

1. General Principles

• Fairness and Transparency: We aim to be fair in all our dealings. This policy is clearly stated and accessible to all customers.
• Prompt Resolution: We will investigate all refund and compensation requests promptly and communicate our decision to you in a timely manner within 1-2 days.
• Documentation: To process your request, we require clear documentation, such as screenshots of your order that was damaged or spoiled, payment receipt and reason for refund or compensation.
• Discretion: Green Hero reserves the right to exercise its discretion in special circumstances not explicitly covered by this policy.

2. Refund Policy

You may be eligible for a full or partial refund for your order in the following situations:

• Missing or Incomplete Order: If an item from your order is missing or the order is incomplete upon delivery or pickup.
• Incorrect Order: If you receive an item that is different from what you ordered (e.g., wrong meal, wrong product).
• Damaged or Spoiled Items: If the item you receive is damaged, spoiled, or otherwise unfit for consumption or use. You must report this issue to us with photographic evidence immediately upon receipt.
• Unfulfilled Order: If a merchant partner cancels your order and you are not able to be re-allocated to a suitable alternative.

3. Compensation Policy

In addition to or in lieu of a refund, you may be eligible for compensation in the form of a voucher, discount code, or credit to your Green Hero account in the following scenarios:

• Significant Delay: If your order is significantly delayed beyond the estimated delivery or pickup time provided by the merchant partner and/or the Green Hero platform. The definition of a "significant delay" will be determined by Green Hero on a case-by-case basis, taking into account factors like distance and traffic conditions.
• Poor Service: While we do not handle disputes directly between customers and merchant partners, we may provide compensation for proven instances of poor service directly attributable to the Green Hero platform, such as a technical error in the app/with our sales admin that leads to a failed transaction.
• Damaged or Spoiled Items: If the item you receive is damaged, spoiled, or otherwise unfit for consumption or use. You must report this issue to us with photographic evidence immediately upon receipt.

4. Non-Refundable and Non-Compensable Situations

Green Hero will not provide a refund or compensation in the following circumstances:

• Change of Mind: You are not eligible for a refund or compensation if you simply change your mind after placing the order.
• Customer's Fault: If the issue is due to your own actions, such as providing an incorrect address, not being present for pickup/delivery, or a mistake in your order placement.
• Failure to Report: If you fail to report the issue to us within a reasonable timeframe (e.g., immediately upon receiving the order for spoiled or damaged items). You have 24 hours to report to us.
• Third-Party Issues: We are not responsible for issues arising from third-party payment gateways, bank processing times, or other external services.

5. How to Request a Refund or Compensation

To submit a request, you must fill out our refund form available here: https://forms.gle/bYgHnpF5cKvo2sRV6

Please follow these steps:

1. Contact Us Immediately: For issues with your order, please contact Green Hero's customer support through WhatsApp Number Centre within 24 hours of receiving your order.
   📌 Penang Green Hero: https://wa.me/601120916293

   📌 Selangor Green Hero: https://wa.me/601113003596
2. Fill Out the Refund Form: Complete the form at the link above, providing all the necessary information, including your order number, the date and time of the order, and the specific issue you encountered.
3. Submit Evidence: Attach relevant evidence, such as photos of the item, screenshots of your order receipt, and any communication with the merchant partner, as prompted by the form.
4. Await Our Review: Our team will review your request and the provided evidence. We will contact you with a decision and the proposed resolution (refund, compensation, etc.) within 1-2 days.

6. Refund Processing

• Approved refunds will be processed back to the original payment method used for the purchase.
• The time it takes for the refund to appear in your account may vary depending on your bank or payment provider. Usually it will take 2-3 days at most.

7. Policy Amendments

Green Hero reserves the right to amend this policy at any time without prior notice. Any changes will be posted on our website and/or app. Your continued use of our services after any changes signifies your acceptance of the updated policy.