CANCELLATION, REFUND, AND ORDER CONCERN POLICY
RiRi
Effective Date: August 11, 2026
1. PURPOSE AND SCOPE
This Policy explains how cancellations, payment concerns, and other order-related concerns involving purchases made through the RiRi mobile application, website, or related services will be handled.
RiRi aims to maintain fair standards for customers, vendors, and delivery partners. Every concern will be reviewed carefully and impartially. Submitting a report alone will not be treated as proof that any party is responsible.
RiRi connects customers with local vendors and delivery partners. RiRi may assist in reviewing concerns and coordinating an appropriate resolution. Each case will be considered according to its circumstances, the responsibilities of the parties, and the available evidence.
This Policy forms part of RiRi’s Terms and Conditions. Nothing in this Policy limits any right or remedy that cannot legally be waived under Philippine law.
2. ORDER CANCELLATION
2.1 Cancellation Requested by the Customer
A customer may request to cancel an order through the app or an official RiRi support channel. Submitting a cancellation request does not guarantee that it will be approved.
Approval will depend on the status and circumstances of the order.
Before vendor confirmation or preparation:
Cancellation may be approved if the vendor has not yet confirmed, prepared, packed, or purchased materials specifically for the order.
After vendor confirmation or preparation:
Cancellation is not guaranteed because the vendor may have already purchased ingredients, prepared food, packed products, reserved stock, or incurred other expenses.
After pickup or during delivery:
Cancellation will generally not be approved once the order has been picked up or is already being delivered, unless RiRi determines that the delivery cannot reasonably be completed or another valid reason exists.
Customers must check their selected items, quantities, address, contact number, payment method, and special instructions before submitting an order.
If a customer enters incorrect information, the customer should contact RiRi immediately. RiRi will try to assist when reasonably possible, but changes, cancellations, or reimbursements are not guaranteed after the vendor has accepted or started preparing the order.
Refusing to receive an order does not automatically cancel the order or entitle the customer to reimbursement.
2.2 Cancellation by a Vendor or RiRi
A vendor or RiRi may cancel all or part of an order when:
• An item is unavailable.
• The item cannot be safely or legally supplied.
• The vendor cannot reasonably prepare or complete the order.
• The delivery cannot reasonably be completed.
• A listing, system, inventory, or pricing error occurred.
• Fraud, misuse, abuse, or suspicious activity is reasonably suspected.
• The order violates applicable law, RiRi’s policies, or the vendor’s reasonable operating requirements.
If payment was successfully collected for an order or item that was cancelled and not supplied, RiRi will review the transaction and arrange the legally appropriate payment adjustment.
3. REVIEW OF ORDER CONCERNS
Customers may report concerns relating to their orders. Submitting a concern does not automatically entitle the customer to a refund, replacement, wallet credit, redelivery, discount, free item, or other compensation.
Every concern will be reviewed individually. RiRi may examine:
• Order and payment records.
• Product descriptions and photographs.
• Preparation, pickup, and delivery records.
• Messages or instructions connected to the order.
• Photographs, videos, receipts, or other supporting information.
• Statements and available evidence from the customer, vendor, and rider.
Customers may be required to provide clear and sufficient supporting information. Vendors and riders will also be given a reasonable opportunity to explain what happened and provide their own records or evidence.
RiRi will not automatically assume that a vendor, rider, customer, or RiRi is responsible simply because a report was submitted.
Any action will be considered only after a reasonable review and when supported by the evidence, accepted by the responsible parties, or required under applicable Philippine law.
RiRi may deny unsupported, unverifiable, misleading, abusive, or fraudulent claims, subject to applicable law.
4. SITUATIONS THAT GENERALLY DO NOT QUALIFY
A refund, replacement, credit, or other compensation will generally not be provided solely because of:
• A change of mind after placing or receiving the order.
• Personal dislike, taste, preference, or dissatisfaction when the correct product was supplied in acceptable condition.
• An incorrect item, quantity, address, contact number, dietary choice, or instruction entered by the customer.
• The customer’s failure to review the product description, ingredients, options, or order details before confirming the order.
• Normal differences in appearance, color, portioning, ripeness, shape, or presentation that do not make the product defective or materially different from its listing.
• Damage, spoilage, contamination, or loss occurring after delivery because of customer mishandling, improper storage, or unreasonable delay in receiving the order.
• A delivery delay caused by traffic, weather, road conditions, access restrictions, incorrect or incomplete location information, vehicle breakdown, accidents, power or internet interruptions, government restrictions, emergencies, natural disasters, or other unforeseen circumstances outside RiRi’s reasonable control.
• Failure to follow reasonable storage, reheating, handling, or consumption instructions.
• Refusal to receive an order without a valid and verifiable reason.
• A claim that cannot reasonably be verified after RiRi requests relevant supporting information.
• A complaint made mainly to obtain a free item, discount, credit, replacement, or reimbursement without sufficient grounds.
These exclusions will not be used to take away any mandatory right or remedy provided under applicable Philippine law.
5. FOOD, GROCERIES, WELLNESS PRODUCTS, AND MEDICINES
Food and other perishable products can change quickly after delivery. Customers should inspect their orders as soon as they are received and promptly report any visible concern. When safe and practical, the customer should preserve the affected item, packaging, seal, label, and receipt while the concern is being reviewed.Customers should not discard the affected item or packaging before RiRi and the vendor have had a reasonable opportunity to review the available evidence, unless keeping the item would create a health or safety risk.
Claims involving allergies, dietary suitability, or ingredient preferences will be reviewed using the product listing, confirmed instructions, and information supplied by the vendor.
Customers are responsible for reviewing available product details and informing the vendor of relevant allergies or sensitivities before ordering. However, vendors remain responsible for describing their products honestly and complying with applicable legal and safety requirements. Prescription medicines and regulated health products may be subject to additional legal, pharmacy, prescription, safety, and return restrictions.
RiRi or a licensed partner pharmacy may refuse to accept a returned health product when accepting the return would be unsafe or unlawful. This does not remove any remedy that may be legally required for a defective, expired, fake, damaged, incorrectly supplied, or unlawfully supplied product.
6. HOW TO REPORT A CONCERN
Customers should report an order concern through the in-app Help or Order Report feature or through an official RiRi support channel displayed in the app or website.
The customer should provide:
• The order number.
• The specific item or part of the order involved.
• A short, clear, and factual description of the concern.
• Clear photographs or video of the item, packaging, seal, label, receipt, or delivery condition when relevant and safe to provide.
• Payment confirmation when the concern involves a charge or transaction.
• Other information reasonably required to review the concern.
Visible concerns involving food, damaged packaging, spills, incorrect items, or missing items should be reported as soon as reasonably possible, preferably within 24 hours after delivery.
Other concerns should be reported within a reasonable period based on the type of product and the nature of the issue.
Missing the preferred reporting period does not automatically remove a right provided by law. However, a delay may make the concern more difficult to verify and may affect RiRi’s ability to determine what happened.
Customers must not consume or use a product that appears unsafe. Evidence should never be collected in a way that creates a health or safety risk.
7. FAIR REVIEW PROCESS
Submitting a report begins a review. It does not guarantee a refund, replacement, wallet credit, redelivery, discount, free item, or other compensation.
RiRi may review order records, timestamps, product listings, photographs, payment information, conversations, preparation details, delivery records, and previous related reports.
RiRi may request additional information from the customer, vendor, rider, or payment provider.
Each party must:
• Provide complete and truthful information.
• Cooperate reasonably with the review.
• Avoid altering, fabricating, manipulating, or misusing evidence.
• Avoid harassing or threatening another customer, vendor, rider, or RiRi representative.
• The customer, vendor, and rider will each have a reasonable opportunity to provide relevant information when appropriate.
After completing the review, RiRi will determine whether any action is justified based on the evidence, the responsibilities of the parties, the circumstances of the order, and applicable Philippine law.
No party will automatically be treated as responsible before the available information has been reasonably reviewed.
8. APPROVED PAYMENT ADJUSTMENTS
If a refund or another payment adjustment is approved after completing the review, it will ordinarily be processed through the original payment method.
If the original payment method is unavailable or impractical, RiRi may offer another lawful method with the customer’s agreement, such as RiRi wallet credit or another approved payout channel.
An approved refund or adjustment does not mean that the vendor will automatically be charged. RiRi will separately determine which party is responsible based on the circumstances, available evidence, applicable agreements, and Philippine law.
RiRi will initiate an approved payment adjustment within a reasonable period after the final decision.
The time required for the amount to appear may depend on:
• The customer’s bank or e-wallet.
• The payment gateway or card network.
• Weekends and holidays.
• Verification requirements.
• Whether the original transaction is still pending.
• Other processing requirements outside RiRi’s direct control.
Delivery fees, service fees, vouchers, discounts, and promotional credits will be reviewed according to the circumstances and applicable promotional conditions.
A failed or pending transaction that was not successfully collected is not a completed payment. Any temporary authorization or hold may be controlled by the bank, e-wallet, card network, or payment provider.
9. FRAUD, ABUSE, AND UNSUPPORTED CLAIMS
• RiRi may deny a claim, restrict account privileges, suspend an account, or take another proportionate action when there is reasonable evidence of:
• Fraud or attempted fraud.
• Repeated unsupported or dishonest claims.
• Altered, fabricated, staged, or manipulated evidence.
• False statements concerning an order or delivery.
• Chargeback abuse.
• Attempts to obtain multiple forms of compensation for the same concern.
• Refusal to cooperate with a reasonable review.
• Harassment, threats, or abusive conduct toward customers, vendors, riders, or RiRi representatives.
• Use of the reporting system mainly to obtain free products, discounts, credits, or compensation without sufficient grounds.
RiRi will not use a customer’s previous genuine request for help as the sole reason to deny a new concern. Each report will be considered according to its own circumstances and available evidence.
Vendors and riders are also prohibited from supplying false information, hiding relevant facts, fabricating evidence, or attempting to avoid responsibility for a genuine and sufficiently supported concern.
10. CHARGEBACKS AND PAYMENT DISPUTES
Customers are encouraged to contact RiRi first so the order and payment can be reviewed promptly.
If a customer starts a chargeback or payment-provider dispute, RiRi may provide the payment provider with relevant order, transaction, communication, and delivery records.
RiRi may pause its internal payment adjustment process while a chargeback or payment-provider dispute involving the same transaction is pending.
A customer must not receive both a payment adjustment from RiRi and a chargeback for the same amount.
A chargeback does not automatically establish that the vendor is responsible. RiRi may separately investigate the circumstances before making any adjustment to the vendor’s earnings, subject to payment-provider requirements, applicable agreements, and Philippine law.
11. CHANGES TO THIS POLICY
RiRi may revise or update this Policy when necessary. Changes will take effect once the updated Policy is posted in the RiRi app or website, unless a different effective date is stated.
Users are encouraged to review this Policy periodically. Continued use of RiRi after the effective date of an updated Policy will be subject to the latest version.
Not reading the latest version does not automatically exempt a user from its application, subject to applicable Philippine law.
12. CONTACT AND UNRESOLVED CONCERNS
For questions or order concerns, customers, vendors, and riders may contact RiRi through an official support channel displayed in the app or website.
The order number and relevant information should be provided so RiRi can locate and review the matter promptly.
If a consumer concern remains unresolved, the customer may use the remedies and appropriate government consumer-assistance channels available under Philippine law.
Nothing in this Policy prevents any party from exercising a legal right.