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Refund Policy

Last updated: 06/05/2026

This Refund Policy explains how refunds, cancellations, failed payments, disputes, and payment-related issues are handled by CHANGO DELIVERY CO., LTD. (“Chango”, “we”, “us”, or “our”).

This policy applies to purchases, bookings, orders, delivery services, transport services, parcel services, and other services made through the Chango website, mobile application, web application, or other official digital channels operated by CHANGO DELIVERY CO., LTD.

By placing an order or making a payment through Chango, you agree to this Refund Policy.

1. General Refund Principles

Chango aims to provide fair, transparent, and timely handling of refund requests.

Refunds may be approved where:

• An order was cancelled before preparation, pickup, dispatch, or service fulfilment
• A service could not be completed due to an issue caused by Chango, a merchant, restaurant, driver, rider, or service provider
• A customer was charged incorrectly
• A duplicate payment was made
• A payment was successful but Chango did not receive the order
• A refund is required by applicable law
• Chango determines, at its discretion, that a refund is appropriate based on the circumstances

Refunds are reviewed on a case-by-case basis.

2. Food Delivery Refunds

For food delivery orders, refund eligibility depends on the order status and the nature of the issue.

2.1 Eligible Food Delivery Refunds

A full or partial refund may be approved if:

• The restaurant cannot fulfil the order
• The order is cancelled before the restaurant starts preparing the food
• The wrong item was delivered
• Items were missing from the order
• The order was not delivered
• The order was significantly delayed due to an issue within Chango’s control
• The food was damaged, spilled, or otherwise unsuitable upon delivery
• The customer was charged more than the confirmed order amount

2.2 Non-Refundable Food Delivery Situations

Refunds may not be available if:

• The restaurant has already started preparing the order
• The driver or rider has already collected the order
• The customer provided an incorrect delivery address
• The customer was unavailable to receive the order
• The customer did not answer calls or messages from the driver, rider, restaurant, or Chango support
• The customer changed their mind after the order was accepted or prepared
• The issue relates to personal taste, preference, or dissatisfaction that is not caused by an error or service failure

Where appropriate, Chango may offer a partial refund, account credit, replacement, or other resolution.

3. Parcel Delivery Refunds

For parcel delivery services, a refund may be approved if:

• The delivery was cancelled before rider assignment or pickup
• Chango was unable to assign a rider
• The parcel was not collected due to an issue within Chango’s control
• A duplicate payment was made
• The customer was charged incorrectly

Refunds may not be available if:

• The rider has already been dispatched
• The parcel has already been collected
• The customer provided an incorrect pickup or drop-off address
• The recipient was unavailable
• The parcel contains prohibited, restricted, unsafe, illegal, or undeclared items
• The customer cancels after the service has already started

Chango is not responsible for loss, delay, or damage caused by incorrect customer information, prohibited items, recipient unavailability, or circumstances outside Chango’s reasonable control.

4. Transport and Private Taxi Refunds

For transport, motorbike taxi, private taxi, intercity transfer, or other ride-related services, refund eligibility depends on the booking status.

4.1 Eligible Transport Refunds

A full or partial refund may be approved if:

• The booking is cancelled before a driver is assigned
• No driver is available to complete the booking
• The driver cancels, and no suitable replacement is available
• The customer was charged incorrectly
• A duplicate payment was made
• The service could not be completed due to an issue within Chango’s control

4.2 Non-Refundable Transport Situations

Refunds may not be available if:

• A driver has already been assigned and is on the way
• The customer is not at the pickup location
• The customer provides an incorrect pickup or destination address
• The customer cancels after the driver has arrived
• The customer fails to respond to the driver or support communication
• The trip has already started or been completed
• The customer changes their mind after confirmation

For long-distance or pre-booked services, cancellation terms may vary depending on the driver, route, distance, preparation time, and service type.

5. Cancellation Policy

Customers may request to cancel an order or booking through the Chango app, website, or customer support channel.

Cancellation approval depends on the status of the order or service.

A cancellation may be eligible for a full refund if the order, delivery, parcel pickup, or transport service has not yet been accepted, prepared, dispatched, or started.

Once a merchant, restaurant, rider, driver, or service provider has started fulfilling the order or service, cancellation may no longer be refundable, or only a partial refund may be available.

6. Duplicate, Failed, or Incorrect Payments

If you believe you have been charged incorrectly, charged twice, or charged for an unsuccessful order, please contact Chango support as soon as possible.

We will review the transaction and may request:

• Customer name
• Phone number or email used for the order
• Order number or booking reference
• Payment amount
• Date and time of payment
• Screenshot or proof of payment
• Bank or payment confirmation, where applicable

If a duplicate, failed, or incorrect payment is confirmed, Chango will arrange a refund or correction using the original payment method, where possible.

7. Refund Method

Approved refunds will usually be returned to the original payment method used for the transaction.

This may include:

• Credit card
• Debit card
• Bank transfer
• QR payment
• E-wallet
• Other supported digital payment methods

Refunds cannot usually be issued in cash for payments made by card or digital payment method, unless required by applicable law or specifically approved by Chango.

Where the original payment method does not support direct refunds, Chango may request alternative refund details from the customer.

8. Refund Processing Time

Once a refund is approved, Chango will submit the refund request for processing as soon as reasonably possible.

Refunds are typically processed within 14 business days , depending on the payment method, bank, card issuer, e-wallet provider, payment channel, or other financial institution involved. Some refunds may appear sooner, while others may take longer, depending on the customer’s bank or payment provider.

Chango is not responsible for delays caused by banks, card issuers, payment networks, e-wallet providers, or other third-party financial institutions.

9. Partial Refunds

In some situations, Chango may issue a partial refund instead of a full refund.

Partial refunds may apply where:

• Part of an order was fulfilled correctly
• Only some items were missing or incorrect
• A driver, rider, restaurant, or merchant had already started fulfilling the service
• A cancellation occurs after preparation, dispatch, or assignment
• A service was partially completed
• Fees, delivery costs, payment processing costs, or third-party charges have already been incurred

The amount of any partial refund will be determined based on the facts of the case.

10. Non-Refundable Fees

Certain fees may be non-refundable once incurred, including but not limited to:

• Delivery fees after rider dispatch
• Transport fees after driver assignment or arrival
• Service fees
• Payment processing fees, where applicable
• Cancellation fees
• Merchant preparation costs
• Special request costs
• Long-distance booking preparation costs

Any non-refundable fees will be assessed based on the order status and the circumstances of the refund request.

11. Promotions, Vouchers, Credits, and Discounts

Refunds for orders paid using promotions, vouchers, coupons, discounts, wallet credits, or account credits may be handled differently from standard cash payments.

Where a promotion or voucher was used:

• The refundable amount may be limited to the actual amount paid by the customer
• Promotional value may not be refundable in cash
• Expired vouchers or promotions may not be reissued
• Account credit may be provided instead of a cash refund where appropriate

Chango reserves the right to refuse refunds for misuse, abuse, or fraudulent use of promotions, vouchers, or credits.

12. Disputes and Chargebacks

If you have a payment issue, we encourage you to contact Chango support first so we can review and resolve the matter quickly.

A refund request is handled directly by Chango. A chargeback or payment dispute is usually initiated by the customer through their card issuer, bank, or payment provider and may take significantly longer to resolve. Public payment documentation notes that disputes or chargebacks can take substantially longer than standard refunds.

If a chargeback or dispute is opened, Chango may provide transaction records, order details, delivery evidence, communication logs, receipts, and other supporting documents to the relevant payment institution.

Chango reserves the right to suspend accounts, refuse future orders, or take further action where fraud, abuse, false claims, or misuse of the payment system is suspected.

13. Refund Request Time Limit

Customers should submit refund requests as soon as possible after the issue occurs.

Unless otherwise required by law, refund requests should be submitted within:

• 24 hours for food delivery issues
• 48 hours for parcel delivery issues
• 48 hours for transport or ride-related issues
• 7 days for duplicate payment, failed payment, or incorrect charge issues

Requests submitted after these periods may still be reviewed, but refunds are not guaranteed.

14. Evidence Required for Refund Review

To help us review refund requests fairly, we may ask for evidence such as:

• Order number
• Booking reference
• Payment receipt
• Screenshot of the transaction
• Photo of incorrect, missing, damaged, or spilled items
• Communication with the driver, rider, merchant, or restaurant
• Delivery location details
• Any other information reasonably required to investigate the issue

Failure to provide the requested evidence may delay or prevent refund approval.

15. Fraud, Abuse, and Policy Misuse

Chango reserves the right to refuse a refund request if we reasonably believe that:

• The claim is false, misleading, or fraudulent
• The customer is abusing the refund process
• The customer repeatedly makes refund claims without a valid reason
• The customer provided incorrect or incomplete information
• The customer violated Chango’s Terms and Conditions
• The transaction is linked to suspicious, unauthorized, or illegal activity

Chango may suspend or terminate accounts involved in suspected fraud, abuse, or misuse.

16. Circumstances Outside Our Control

Chango may not be responsible for refunding delays, failures, or service interruptions caused by events outside our reasonable control, including but not limited to:

• Extreme weather
• Road closures
• Accidents
• Natural disasters
• Power outages
• Internet or telecommunications failure
• Bank or payment provider outages
• Government restrictions
• Ferry delays
• Public emergencies
• Events affecting transport routes or delivery availability

Where possible, Chango will try to provide a fair resolution based on the circumstances.

17. How to Request a Refund

To request a refund, please contact Chango support using the details below:

CHANGO DELIVERY CO., LTD. Website: https://chango.co.th/ Email: [Insert support email] Phone: [Insert official business phone number] Business Address: [Insert registered company address]

Please include:

• Your full name
• Phone number or email used for the order
• Order number or booking reference
• Payment amount
• Date and time of payment
• Reason for the refund request
• Supporting evidence, where available

We will review your request and respond as soon as reasonably possible.

18. Changes to This Refund Policy

Chango may update this Refund Policy from time to time to reflect changes in our services, payment methods, legal requirements, or business operations.

The latest version will be posted on our website with the updated “Last updated” date. Continued use of Chango services after an update means you acknowledge the revised Refund Policy.