Last Updated: 3 August 2026
This Cancellation Policy (“Policy”) applies to orders placed through the MAK-Online website, mobile application and related digital platforms operated by I VIEW DIGITAL INNOVATION SDN BHD (Company Registration No. 202401036799) (“MAK-Online”, “MAK”, “we”, “us” or “our”).
This Policy explains how cancellation requests may be handled for orders placed through the MAK-Online Platform.
By placing an order through MAK-Online, you acknowledge and agree to this Cancellation Policy.
Customers should carefully review all order information, including selected items, quantities, delivery details and payment information, before confirming an order.
A customer may request cancellation of an order. However, whether the cancellation can be accepted will depend on the status of the order at the time the request is received.
Because food may be prepared specifically for an individual order, cancellation may not be possible once preparation has commenced.
Where a cancellation request is received before the merchant or home chef has accepted or started processing the order, MAK-Online may cancel the order, subject to the Platform's operational and payment-processing requirements.
Where payment has already been successfully processed, any applicable refund will be handled in accordance with MAK-Online's Refund Policy.
Once an order has been accepted by a merchant or home chef, the merchant may begin purchasing, preparing, cooking or packaging the relevant food.
Accordingly, cancellation after merchant acceptance may not be available.
MAK-Online may review a cancellation request based on:
The current order status;
Whether food preparation has commenced;
Whether the order has already been packed;
Whether a delivery partner has been assigned;
Whether the order has been collected for delivery; and
Other relevant circumstances relating to the order.
Approval of a cancellation request is not guaranteed.
Where the merchant or home chef has already started preparing or has completed the order, the order may no longer be eligible for customer-initiated cancellation.
This is because food products are generally perishable and may be prepared specifically according to a confirmed customer order.
Any exceptional cancellation request may be reviewed by MAK-Online based on the circumstances.
Once an order has been collected by a delivery partner or dispatched for delivery, customer-initiated cancellation may generally no longer be possible.
If there is a problem with delivery, non-delivery, an incorrect order, missing items or food quality, the customer should report the issue through MAK-Online customer support.
Any applicable refund will be considered separately under MAK-Online's Refund Policy.
Merchants and home chefs are expected to maintain accurate menu information, product availability and reasonable preparation times.
They are also expected to honour confirmed orders and minimise cancellations.
A merchant or home chef should notify MAK-Online promptly if an order cannot be fulfilled because of circumstances such as:
An item becoming unavailable;
Insufficient ingredients or inventory;
An unexpected kitchen or operational issue;
Temporary closure;
Inability to safely prepare the food;
Technical issues affecting order fulfilment; or
Other circumstances that prevent the order from being completed.
MAK-Online may cancel the affected order after reviewing the circumstances.
Merchants and home chefs are responsible for keeping their menus and availability information reasonably accurate.
If an ordered item becomes unavailable, the merchant should notify MAK-Online promptly.
Depending on the circumstances and available Platform functionality, MAK-Online may take appropriate action regarding the affected item or order.
Where the order cannot reasonably be fulfilled, it may be cancelled.
MAK-Online may cancel an order where reasonably necessary, including where:
The merchant or home chef cannot fulfil the order;
An ordered product is unavailable;
The order cannot be safely prepared;
There is a suspected fraudulent or unauthorised transaction;
Payment cannot be successfully verified or processed;
A serious technical or operational issue prevents fulfilment;
Delivery cannot reasonably be completed;
The order involves prohibited or illegal products;
Cancellation is necessary to comply with applicable law or regulatory requirements; or
Other circumstances make fulfilment impossible or inappropriate.
Where MAK-Online cancels an order after successful payment, any applicable refund will be handled in accordance with the Refund Policy.
Where delivery is arranged through MAK-Online, delivery may involve third-party delivery partners.
Unexpected circumstances such as delivery-partner availability, severe weather, traffic disruption, accidents, emergencies or other operational issues may affect delivery.
MAK-Online will take reasonable steps to manage affected orders. Where delivery cannot reasonably be completed and the order must be cancelled, the matter will be reviewed and any applicable refund will be handled according to the Refund Policy.
Customers are responsible for providing accurate delivery and contact information and for being reasonably available to receive their orders.
If a delivery cannot be completed because the customer:
Provided an incorrect or incomplete delivery address;
Cannot be contacted using the contact information provided;
Is unavailable to receive the order; or
Otherwise prevents successful completion of delivery,
the order may be treated according to the circumstances of the delivery attempt.
Any refund request arising from such circumstances will be subject to investigation and will not automatically qualify for a refund.
Customers should place orders carefully because food products are generally perishable and may be prepared specifically for each confirmed order.
A change of mind does not automatically entitle a customer to cancellation or refund, particularly after an order has been accepted or preparation has commenced.
MAK-Online may nevertheless review exceptional circumstances on a case-by-case basis.
Where an eligible order is cancelled after payment has been successfully processed, MAK-Online will determine whether a refund is applicable based on the circumstances and the Refund Policy.
Approved refunds may be processed through the relevant payment method or payment channel.
The time required for the refunded amount to appear in the customer's account may depend on the relevant bank, payment gateway, card issuer or other payment service provider.
Customers who wish to request cancellation should contact MAK-Online through the available customer support channel as soon as possible.
Customers should provide:
Order number;
Customer name;
Registered mobile number or email address;
Reason for requesting cancellation; and
Any other information reasonably required to identify the order.
Submitting a cancellation request does not mean that the order has been successfully cancelled.
The cancellation will only be effective once it has been confirmed through the MAK-Online Platform or by MAK-Online customer support.
MAK-Online monitors merchant performance, which may include order acceptance, order completion, preparation times, customer complaints and other service indicators.
Merchants are expected to minimise unnecessary cancellations and maintain reliable order fulfilment.
Consistent failure to fulfil accepted orders or repeated poor performance may result in action against the merchant account in accordance with MAK-Online's Merchant Agreement and Platform policies, including possible suspension or termination.
MAK-Online reserves the right to investigate cancellation activity where fraud, misuse or abuse of the Platform is reasonably suspected.
Appropriate action may be taken where cancellation requests or transactions are determined to involve fraudulent, misleading or abusive conduct.
An order may be affected or cancelled due to circumstances beyond the reasonable control of MAK-Online, merchants, home chefs or delivery partners.
Such circumstances may include natural disasters, government actions, pandemics, strikes, major internet or telecommunications outages and other events beyond reasonable control.
MAK-Online will take reasonable steps to manage affected orders and communicate relevant information where practicable.
Cancellation and refund eligibility are separate matters.
Cancellation of an order does not automatically mean that a full refund is payable.
Where a cancelled order is eligible for a refund, the refund will be processed in accordance with the MAK-Online Refund Policy, applicable payment-processing requirements and the circumstances of the particular order.
MAK-Online may review and amend this Cancellation Policy periodically.
Changes may be made to reflect updates to Platform operations, delivery arrangements, payment processes, applicable laws and regulations, or MAK-Online's policies and procedures.
The latest version may be published on the MAK-Online website or Platform with an updated “Last Updated” date.
For cancellation requests or questions regarding this Policy, please contact:
I VIEW DIGITAL INNOVATION SDN BHD
Company Registration No.: 202401036799
MAK-Online
A-08-03, Pinnacle Petaling Jaya,
Jalan Utara C,
46200 Petaling Jaya,
Selangor, Malaysia
Email: info@mak-online.com
Phone: +60193008007
Website: mak-online.com
