Customer Terms & Conditions

  1. Introduction

Welcome to food-lala, an online food ordering and delivery platform operated by Hashbox Dynamix LLP, a company registered under the Companies Commission of Malaysia (SSM). By using our platform, you agree to these Terms & Conditions, which govern your access to and use of our services.

  1. Account Registration and Security

2.1 Customers must create an account to place orders. 

2.2 You are responsible for maintaining the confidentiality of your account credentials and for all activities under your account. 

2.3 food-lala reserves the right to suspend or terminate accounts suspected of fraudulent or unauthorized activity.

  1. Ordering and Payment

3.1 Orders can be placed through the food-lala platform. 

3.2 Customers must ensure all order details are accurate before confirming the purchase. 

3.3 Payments must be made through the available payment options on food-lala. We do not accept cash-on-delivery unless stated otherwise. 

3.4 All transactions are final, subject to the Refund and Cancellation Policy.

  1. Delivery Policy

4.1 Delivery times are estimated and may be affected by unforeseen circumstances such as traffic, weather, or vendor delays. 

4.2 Customers are responsible for providing accurate delivery addresses and ensuring availability to receive orders. 

4.3 If a delivery attempt fails due to incorrect address or unavailability, food-lala and its delivery partners are not liable for refunds.

  1. Refund and Cancellation

5.1 Orders may only be canceled before the vendor accepts the order. Once accepted, cancellations are not permitted. 

5.2 Refunds are issued only in cases of vendor unavailability, incorrect orders, or food safety concerns as per the Refund and Cancellation Policy.

  1. Customer Conduct

6.1 Customers must treat food vendors, delivery partners, and food-lala representatives with respect. 

6.2 Any abuse, fraudulent activities, or policy violations may result in account suspension or legal action.

  1. Dispute Resolution

7.1 Any disputes regarding orders must be reported within 24 hours of delivery via our customer support. 

7.2 food-lala will mediate disputes fairly, but final resolutions rest with the platform’s decision.

  1. Limitation of Liability

8.1 food-lala acts as an intermediary between customers and vendors and is not responsible for food quality or vendor service failures. 

8.2 We are not liable for any direct, indirect, or consequential damages resulting from the use of our platform.

  1. Amendments to Terms & Conditions

9.1 food-lala reserves the right to update these Terms & Conditions at any time. Continued use of the platform constitutes acceptance of changes.

  1. Governing Law

10.1 These Terms & Conditions are governed by the laws of Malaysia.

For any inquiries, please contact our customer support through the food-lala platform.

Customer Complaint & Dispute Resolution Policy

  1. Introduction

food-lala is committed to providing a seamless and satisfactory experience for all customers using our platform. We understand that disputes and complaints may arise, and we aim to resolve them efficiently, fairly, and transparently. This policy outlines the process for lodging complaints and resolving disputes between customers, food vendors, and delivery partners.

  1. Scope of the Policy

This policy applies to all customers who place orders on food-lala, including issues related to orders, deliveries, refunds, cancellations, and interactions with food vendors and delivery partners.

  1. Filing a Complaint Customers can lodge complaints through the following channels:
  • food-lala App/Website: Submit a complaint via the ‘Help & Support’ section.
  • Email: Send complaints to admin@food-lala.com.
  • WhatsApp Support: Contact our customer service hotline at +60109607070.
  • Live Chat Support: Available on our website for immediate assistance.
  1. Types of Complaints Covered
  • Order Issues: Incorrect, missing, or damaged items.
  • Delivery Issues: Late delivery, non-delivery, or incorrect delivery.
  • Food Quality Issues: Substandard food quality, expired products, or food safety concerns.
  • Refund & Cancellation Issues: Non-compliance with refund or cancellation policies.
  • Billing & Payment Issues: Overcharges, double charges, or unauthorized transactions.
  • Service Issues: Poor service from food vendors or delivery partners.
  • Platform-Related Issues: Technical problems encountered while using food-lala.
  1. Complaint Resolution Process
  • Acknowledgment: Complaints will be acknowledged within 24 hours of submission.
  • Investigation: Our support team will review the complaint, contact relevant parties, and gather necessary information within 3-5 business days.
  • Resolution: A resolution will be provided within 7 business days unless further investigation is required.
  • Communication: Customers will be informed of the outcome via email, WhatsApp, or app notifications.
  1. Dispute Resolution Process
  • If a customer is dissatisfied with the resolution provided, they may escalate the issue to food-lala’s management team via admin@food-lala.com.
  • If a resolution is still not reached, the matter may be referred to a neutral third-party mediator or relevant consumer protection authorities in Malaysia.
  1. Refund and Compensation
  • Refunds will be processed in accordance with food-lala’s Refund and Cancellation Policy.
  • Compensation, if applicable, may be provided in the form of food-lala credits, discounts, or partial/full refunds.
  1. Customer Responsibilities
  • Provide accurate and complete information when lodging complaints.
  • Cooperate with food-lala’s support team during the investigation process.
  • Refrain from abusive, threatening, or fraudulent complaints.
  1. Vendor and Delivery Partner Responsibilities
  • Cooperate with food-lala in resolving disputes fairly.
  • Provide necessary proof or clarification when required.
  • Adhere to food-lala’s service and quality standards.
  1. Amendments and Updates food-lala reserves the right to modify this policy as needed. Customers will be notified of any changes via the app, website, or email notifications.
  2. Contact Information For any inquiries regarding complaints or dispute resolution, please reach out to us at:
  • Email: admin@food-lala.com
  • WhatsApp: +60109607070
  • Live Chat: Available on our application.

food-lala is dedicated to ensuring customer satisfaction and a fair dispute resolution process. We appreciate your cooperation in helping us maintain a positive and trustworthy platform for all users.