Refund policy

Last Updated: 25 June 2026

1. OVERVIEW

At FreshX, we are committed to providing reliable, fast, and professional on-demand delivery services for fresh flowers, fruits, vegetables, live plants, and foliage across Malaysia. We understand that situations may arise where a refund is requested, and we aim to handle all such requests fairly, transparently, and promptly.

Please read this Refund Policy carefully before using our services. By using the FreshX Platform, you agree to the terms outlined in this policy.

2. GENERAL REFUND PRINCIPLES

FreshX operates on a strict on-demand delivery model. Due to the perishable and time-sensitive nature of the products we deliver, our refund policy reflects the urgency and care required at every stage of the delivery process.

The following general principles apply to all refund requests:

• Refunds are only considered for eligible circumstances as outlined in this policy
• All refund requests must be submitted within the stipulated timeframe
• FreshX reserves the right to investigate all refund requests before approving or declining them
• Approved refunds will be processed within 7–14 working days to the original payment method
• FreshX's decision on all refund matters is final

3. ELIGIBLE REFUND CIRCUMSTANCES

Refunds will only be considered under the following circumstances:

3.1 Cancellation Before Driver Assignment

If a Merchant cancels a delivery request before a Driver has been assigned, a full refund of the delivery fee will be issued.

3.2 Cancellation by FreshX

If FreshX cancels a delivery request due to reasons within our control — such as a system error, technical failure, or inability to assign a driver — a full refund of the delivery fee will be issued to the Merchant.

3.3 Duplicate Order

If a duplicate delivery request was submitted in error and both requests have not yet been assigned to a Driver, a full refund will be issued for the duplicate order upon verification.

3.4 Incorrect Charge

If a Merchant has been incorrectly charged an amount that does not reflect the agreed delivery fee or applicable surcharges, FreshX will investigate and issue a refund for the overcharged amount upon verification. All incorrect charge disputes must be raised within 7 days of the transaction.

4. NON-REFUNDABLE CIRCUMSTANCES

Refunds will not be issued under the following circumstances:

4.1 Cancellation After Driver Assignment

Cancellations made after a Driver has been assigned but before the Driver arrives at the pickup location are subject to a cancellation fee of 50% of the total delivery fee. The remaining 50% will be refunded to the Merchant.

4.2 Cancellation After Driver Arrival at Pickup

Cancellations made after the Driver has arrived at the pickup location are subject to a cancellation fee of 100% of the total delivery fee. No refund will be issued.

4.3 Failed Delivery Due to Recipient Unavailability

If a delivery attempt fails because the recipient is unreachable or unavailable at the time of delivery, no refund will be issued. FreshX drivers make one (1) delivery attempt only. The Driver will immediately contact the Merchant for further instructions.

4.4 Failed Delivery Due to Incorrect Address

If a delivery fails because an incorrect or incomplete delivery address was provided by the Merchant or recipient, no refund will be issued. Merchants are solely responsible for ensuring all delivery details are accurate at the time of submission.

4.5 Return Delivery Charges

If a delivery cannot be completed and the Driver is required to return the items to the Merchant — due to recipient unavailability, weather conditions, security concerns, or other valid reasons — an additional charge of 80% of the original delivery fee will be imposed on the Merchant for the return trip. This charge is non-refundable and non-negotiable.

4.6 Fresh Produce Condition After Delivery

FreshX takes every reasonable precaution to handle all fresh and perishable items with care. However, once a delivery has been successfully completed and confirmed with a photo, FreshX shall not be held liable for the natural deterioration of fresh produce, flowers, plants, or foliage after delivery. No refund will be issued for product condition complaints raised after successful delivery confirmation.

4.7 Delivery Delays Due to External Factors

No refund will be issued for delivery delays caused by circumstances beyond FreshX's control, including but not limited to traffic congestion, severe weather, road closures, public events, accidents, or force majeure events.

4.8 Driver Misconduct Claims Without Evidence

Refund requests based on claims of driver misconduct, mishandling, or damage without sufficient photo or documentary evidence will not be entertained. All damage claims must be supported by photo evidence submitted within 2 hours of delivery completion.

4.9 Change of Mind

Refunds will not be issued for cancellations or delivery requests made in error after a Driver has been assigned, including situations where the Merchant or recipient has simply changed their mind.

4.10 Public Holiday Surcharges

Additional surcharges applied for deliveries made on public holidays are non-refundable.

5. DAMAGE & QUALITY CLAIMS

5.1 Reporting Timeframe

If you believe your delivery arrived damaged, incomplete, or of unacceptable quality due to mishandling by a FreshX driver, you must report the issue within 2 hours of delivery confirmation through the FreshX app or by contacting our support team at support@freshx.com.my.

5.2 Evidence Required

All damage and quality claims must be accompanied by:

• Clear photo evidence of the damaged or affected items
• The FreshX order number
• A description of the issue

5.3 Investigation

FreshX will investigate all damage and quality claims thoroughly. We reserve the right to review the delivery photo confirmation, driver records, and any other relevant information before making a decision.

5.4 Resolution

Depending on the outcome of our investigation, FreshX may offer one of the following resolutions at our discretion:

• A partial or full refund of the delivery fee
• A delivery credit applied to the Merchant's account
• A replacement delivery at a reduced or waived delivery fee

FreshX's decision on all damage and quality claims is final.

6. CANCELLATION FEES

The following cancellation fees apply:

Exact cancellation fee amounts will be displayed in the FreshX portal and app at the time of cancellation.

7. REFUND PROCESS

7.1 How to Request a Refund

To submit a refund request, please contact FreshX through any of the following channels:

• Live Chat — via the FreshX website
• Email — support@freshx.com.my

Please include the following information with your refund request:

• Full name and registered email address
• FreshX order number
• Date and time of the delivery request
• Reason for the refund request
• Supporting evidence (if applicable)

7.2 Processing Time

• All refund requests will be acknowledged within 2 working hours during operating hours
• FreshX will review and make a decision on your refund request within 3 working days
• Approved refunds will be processed within 7–14 working days to the original payment method
• Refund processing times may vary depending on your bank or payment provider

7.3 Refund Method

Approved refunds will be returned to the original payment method used at the time of the transaction. FreshX does not issue refunds via cash, cheque, or alternative payment methods unless explicitly agreed upon in writing.

8. DELIVERY CREDITS

In certain circumstances, FreshX may offer a delivery credit to your merchant account in lieu of a cash refund. Delivery credits:

• Are applied directly to your FreshX merchant account
• Can be used against future delivery fees on the FreshX platform
• Are non-transferable and non-exchangeable for cash
• Are valid for 90 days from the date of issuance
• Will expire if not used within the validity period

9. DISPUTES

If you are dissatisfied with FreshX's decision on your refund request, you may escalate your dispute by contacting our support team at support@freshx.com.my. FreshX will conduct a final review of all escalated disputes and provide a decision within 7 working days.

All disputes are governed by the laws of Malaysia and subject to the jurisdiction of Malaysian courts. FreshX's final decision on all refund and dispute matters is binding.

10. AMENDMENTS TO THIS POLICY

FreshX reserves the right to amend this Refund Policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. Your continued use of the FreshX Platform following any amendments constitutes your acceptance of the revised Refund Policy.

11. CONTACT US

For all refund requests, disputes, or enquiries related to this policy, please contact us:

FreshX Logistics Sdn Bhd
Address: 21, Jalan Empat, Chan Sow Lin, 55200 Kuala Lumpur, Malaysia
Email: support@freshx.com.my
Tel: +601 2819 6118
Website: www.freshx.com.my

FreshX is committed to handling all refund requests with fairness, transparency, and care — just like every delivery we make.

Fresh. Fast. Nationwide.