Last Updated: 3 August 2026
This Refund & 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 the circumstances in which an order may be cancelled and a refund may be considered.
By placing an order through MAK-Online, you acknowledge and agree to this Policy.
A refund may be considered where there is a legitimate issue with an order, including:
A wrong item or order was delivered;
One or more items were missing from the delivered order;
There is a genuine food quality issue;
There is a food safety issue;
The order was not delivered; or
A duplicate payment was charged for the same transaction.
All refund requests are subject to review and investigation by MAK-Online.
Approval of a refund is not automatic merely because a request has been submitted.
If you receive an item that is materially different from the item confirmed in your order, you may submit a refund or complaint request through the available MAK-Online customer support channel.
You should provide relevant information that allows us to verify the issue, including the order number and details of the incorrect item.
MAK-Online may request photographs or other reasonable supporting evidence where necessary to investigate the claim.
If an order is delivered but one or more confirmed items are missing, you should report the issue to MAK-Online as soon as reasonably possible.
Following investigation, MAK-Online may approve an appropriate refund relating to the affected item(s).
The availability and amount of any refund will depend on the circumstances identified during our investigation.
Customers should report suspected food quality or food safety issues promptly.
Where appropriate, MAK-Online may request:
Photographs of the affected food;
Photographs of the packaging;
The order number;
A description of the issue; and
Other information reasonably required to investigate the complaint.
MAK-Online will review the complaint and may contact the relevant merchant or home chef as part of the investigation.
Where the complaint is determined to be valid, an appropriate refund may be issued.
Customers should not consume food that they reasonably believe is unsafe.
A refund may be considered if a confirmed and paid order is not delivered.
Before approving a refund, MAK-Online may review:
The order status;
Merchant preparation records;
Delivery records;
Delivery-partner information;
Customer communications; and
Other relevant transaction information.
If MAK-Online determines that the order was not successfully delivered, an appropriate refund may be issued.
If you believe you have been charged more than once for the same order, please contact MAK-Online customer support and provide the relevant order and transaction details.
MAK-Online will verify the payment records with the relevant payment gateway or payment service provider where necessary.
Where a duplicate payment is confirmed, the duplicate amount may be refunded through the appropriate payment channel.
Customers should carefully review their order before confirming it.
A cancellation request may be considered depending on the status of the order at the time the request is received.
Once a merchant or home chef has accepted an order and begun preparing the food, cancellation may not be possible or a full refund may not be available.
If the merchant is unable to fulfil an accepted order, the merchant must notify MAK-Online so that appropriate action can be taken regarding the affected order.
Any cancellation and resulting refund will be reviewed based on the circumstances and status of the individual order.
Merchants and home chefs are expected to:
Maintain accurate menu availability;
Keep product information updated;
Maintain sufficient inventory;
Accept orders promptly;
Prepare accepted orders within the stated preparation time;
Minimise cancellations; and
Notify MAK-Online promptly when an order cannot be fulfilled.
Where a merchant cannot fulfil an order, MAK-Online may cancel the affected order and determine the appropriate refund after reviewing the circumstances.
To request a refund, customers should contact MAK-Online through the available customer support channel and provide sufficient information for the request to be investigated.
This may include:
Order number;
Customer name;
Registered mobile number or email address;
Description of the issue;
Details of the affected item(s);
Relevant photographs, where applicable; and
Payment or transaction information where the issue relates to payment.
Additional information may be requested where reasonably necessary to investigate the claim.
All refund requests may be investigated by MAK-Online before a decision is made.
Depending on the nature of the complaint, MAK-Online may review information from:
The customer;
The merchant or home chef;
The delivery partner;
The payment gateway or payment service provider; and
MAK-Online's transaction and Platform records.
Responsibility for a refund will be determined after MAK-Online's investigation.
MAK-Online reserves the right to reject refund requests where the available information does not reasonably support the claim.
Where a refund is approved, MAK-Online will arrange for the applicable amount to be refunded through an appropriate payment method or payment channel.
The actual time required for the refunded amount to appear in a customer's account may depend on the relevant bank, card issuer, payment gateway or other payment service provider.
Processing times controlled by third-party financial institutions are outside MAK-Online's direct control.
Delivery times may be affected by circumstances including food preparation time, traffic conditions, weather, delivery-partner availability or other operational circumstances.
A delay alone does not automatically entitle a customer to a refund.
Where a delay results in non-delivery or another material problem with the order, the customer may submit a complaint for investigation.
Because food is generally prepared specifically in response to a confirmed order and may be perishable, MAK-Online does not guarantee refunds for change-of-mind cancellation requests.
Any cancellation request will be assessed based on the status of the order and the circumstances at the time the request is received.
MAK-Online reserves the right to investigate refund requests to protect customers, merchants, delivery partners and the Platform against fraud and misuse.
MAK-Online may reject claims that are reasonably determined to be:
Fraudulent;
Misleading;
Unsupported by available information;
Duplicated;
Abusive; or
Otherwise made in bad faith.
Repeated misuse of the refund process may result in appropriate action against the relevant account in accordance with MAK-Online's Terms & Conditions and Platform policies.
Merchants and home chefs remain responsible for matters including:
Product and food quality;
Food safety;
Accurate menu descriptions;
Correct preparation of orders;
Availability of menu items;
Appropriate food packaging; and
Compliance with applicable Malaysian laws and regulations.
Where a refund arises from a merchant-related issue, responsibility for the refund will be determined by MAK-Online following investigation and in accordance with the applicable Merchant Agreement and Platform policies.
Certain aspects of an order may involve third-party delivery partners, payment gateways or other service providers.
Where a refund request relates to a third-party service, MAK-Online may need to obtain or verify information with the relevant service provider before completing its investigation.
Any refund remains subject to the applicable payment processing requirements and other relevant terms.
MAK-Online may review and amend this Refund & Cancellation Policy periodically to reflect changes in:
Platform operations;
Payment or delivery processes;
Business requirements;
Applicable laws or regulations; or
MAK-Online policies and procedures.
The latest version will be made available through the MAK-Online Platform with an updated “Last Updated” date.
For refund requests, cancellation enquiries or complaints regarding an order, 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
