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Company: MISMO PH Digital Solutions OPC

Effective Date: January 2026

Last Updated: January 2026

1. POLICY INTERPRETATION AND SCOPE

This Returns and Refunds Policy ("Policy") outlines the terms and conditions governing the return of items and issuance of refunds for transactions facilitated through the MISMO Platform. This Policy is an integral part of our Terms and Conditions and must be read in conjunction with them.

It is critical to understand that MISMO operates as a technology platform connecting Customers, Merchants, and Riders. Consequently, the eligibility for returns and refunds, and the responsibility for issuing them, varies significantly depending on the nature of the issue (e.g., incorrect item, damaged delivery, service non-performance) and the party at fault (Merchant, Rider, or Customer).

2. GENERAL PRINCIPLES AND DEFINITIONS

2.1 Core Principle

The right to a return or refund is not absolute. It is contingent upon demonstrating that the issue arose due to a failure by the Merchant (wrong/damaged item) or the Rider (non-delivery, loss, damage in transit), as defined in this Policy. Dissatisfaction with a product's inherent quality or a change of mind typically does not warrant a return/refund through the MISMO Platform.

2.2 Definitions of Common Issues

  • Incorrect Item: The item delivered differs materially from what was ordered (e.g., wrong product, wrong size, wrong flavor).

  • Damaged Item: The item is physically damaged, spoiled, or contaminated upon receipt, and such damage is not due to inadequate packaging by the Merchant.

  • Missing Item: One or more items from the order are absent from the delivery.

  • Failed Delivery: The Rider does not deliver the order to the correct address and recipient.

  • Quality Dispute: Subjective dissatisfaction with the taste, freshness, or preparation of a food item, or the quality of a retail product.

3. CATEGORY-SPECIFIC POLICIES

3.1 Food and Beverage Deliveries

Returns are generally not accepted for prepared food and beverages due to hygiene and safety concerns.

  • Refunds may be considered only for clear, verifiable faults such as:

    • Incorrect Item: Receiving a completely different dish/drink.

    • Severe Quality Issue: Evidence of foreign objects, spoilage, or severe undercooking.

    • Missing Entire Order: The delivery never arrived.

  • Not Eligible: Refunds are not provided for subjective taste preferences, incorrect spice level (unless explicitly guaranteed), minor cosmetic presentation issues, or food that has become cold/wilted during the standard delivery window.

3.2 Grocery, Retail, and "Pa-Bili" Items

  • Eligible for Return/Refund: Incorrect, damaged (crushed, leaking, broken), expired, or missing items. The original packaging and receipt (for Pa-Bili) are required.

  • Process: The Customer must contact support within 2 hours of delivery. MISMO will liaise with the Merchant. The Merchant has the right to inspect the claim and may require photographic evidence or physical return of the item. For "Pa-Bili" orders, the Rider-provected receipt is the basis for any claim against the retail store.

  • Non-Returnable Items: Perishables (unless spoiled), opened personal care products, underwear, and sealed media (DVDs, software) are typically non-returnable unless defective.

3.3 Parcel and Document Delivery

  • Refunds for Non-Delivery: If a parcel/document is not delivered to the correct recipient, a refund of the delivery fee may be issued upon investigation. Liability for the value of the contents is governed by Section 8 of the Shipping Policy and requires prior value declaration.

  • No Returns: The physical return of a successfully delivered parcel is a new delivery contract between the sender and recipient, not a "return" under this policy.

4. REFUND ELIGIBILITY AND CONDITIONS

4.1 Grounds for a Refund

A refund request may be approved if the issue is:

  1. Verifiable: Supported by clear photo/video evidence taken immediately upon discovery of the issue.

  2. Reported Timely: Reported through the Platform's official channel within the stipulated timeframe (see Section 5).

  3. Caused by Merchant or Rider: Demonstrably due to merchant error (wrong item) or rider negligence (lost, severely damaged in transit).

  4. Not Due to Customer Action: Not caused by incorrect address provided, recipient unavailability, or refusal to accept delivery.

4.2 Non-Refundable Situations

  • Change of mind or buyer's remorse.

  • Minor delivery delays within reasonable ETA windows.

  • Dislike of product taste, flavor, or aesthetic appearance.

  • Items damaged after delivery is completed and received.

  • Orders canceled after the Rider has been dispatched or has picked up the items.

  • Failure to be available at the delivery address or provide proper access.

5. REQUEST PROCEDURE AND TIMELINES

5.1 How to File a Request

All return/refund requests must be filed through the MISMO Platform:

  1. Navigate to "Your Orders" in the app or website.

  2. Select the specific order in question.

  3. Click "Get Help" or "Report an Issue."

  4. Choose the relevant issue category and provide a detailed description.

  5. Upload clear, timestamped photographs or videos that substantiate the claim (e.g., wrong item next to receipt, damaged packaging, spoiled food).

    Requests sent via email, social media, or phone without a concurrent Platform report will not be processed.

5.2 Critical Reporting Deadlines

  • Food & Perishable Items: Within 1 hour of delivery completion.

  • Grocery, Retail, Pa-Bili: Within 2 hours of delivery completion.

  • Failed Delivery / Non-Delivery: Within 4 hours of the scheduled delivery window.

  • Parcel Delivery Issues: Within 24 hours of delivery completion.

    Requests submitted after these deadlines will be deemed invalid and automatically denied.

6. INVESTIGATION AND RESOLUTION PROCESS

6.1 Triage and Acknowledgement

Upon receipt of a valid request, our support team will acknowledge it within 2 business hours and initiate a preliminary review.

6.2 Multi-Party Investigation

The investigation may involve:

  • Contacting the Customer for additional details or evidence.

  • Contacting the Rider for their account of the delivery and any pickup conditions.

  • Contacting the Merchant to verify the order details and their packaging process.

    This process typically takes 24 to 72 hours.

6.3 Resolution and Determination

After investigation, MISMO will make a final determination:

  • Claim Upheld: The refund will be processed, or a return/replacement will be arranged. The faulty party (Merchant or Rider) will be charged for the amount.

  • Claim Denied: The Customer will receive a detailed explanation. If the Customer disagrees, they may appeal once by providing new evidence.

7. REFUND METHODS AND TIMING

7.1 Approved Refund Processing

  • Refunds will be issued to the original payment method used for the transaction.

  • Processing times are subject to the policies of the payment gateway and the user's bank:

    • E-wallets (GCash, Maya): 3-5 business days.

    • Credit/Debit Cards: 5-10 business days.

    • MISMO Wallet Credits: Instant, upon approval.

  • Partial Refunds may be issued if only part of the order is affected (e.g., one damaged item in a multi-item grocery order).

7.2 Return-to-Merchant Process

If a physical return is required (for non-perishable retail items):

  1. MISMO will coordinate a pickup by a Rider from the Customer's address.

  2. The return pickup fee may be waived if the claim is upheld; otherwise, it will be charged to the Customer.

  3. The refund will be processed only after the Merchant confirms receipt of the returned item in acceptable condition.

8. RIDER AND MERCHANT RESPONSIBILITIES

8.1 Merchant's Obligation

Merchants are contractually obligated to honor the return/refund policies they implicitly agree to by using the Platform. A Merchant's failure to cooperate with a valid investigation or to issue a refund when at fault may result in penalties, including temporary suspension from the Platform or deduction from their settlements.

8.2 Rider's Liability

Riders are financially liable for orders lost or damaged due to their proven negligence. The cost of a refund for such an incident will be deducted from their earnings for that delivery and may affect their standing on the Platform.

9. CUSTOMER RESPONSIBILITIES AND APPEALS

9.1 Providing Accurate Information

Customers must provide complete and truthful information during the request process. Fraudulent or misleading claims will result in account suspension and may have legal consequences.

9.2 Appeal Process

If a Customer disagrees with a denied claim, they may submit one appeal within 7 days by providing new, material evidence not previously submitted. Appeals will be reviewed by a senior support agent or a manager. The decision following an appeal is final and binding.

10. POLICY UPDATES

MISMO reserves the right to amend this Policy at our discretion. The updated version will be posted on the Platform with a revised "Last Updated" date. For material changes, we will provide Users with at least 7 days' notice via email or in-app notification. Continued use of the Platform after changes constitutes acceptance.

11. CONTACT AND SUPPORT

For questions regarding this Policy or to check the status of a submitted request:

MISMO Customer Support - Refunds Department

Email: [support@mismo.ph] (Please include your Order ID)

In-App: Use the Help Center within your account for fastest service.

Hotline: [Insert Customer Support Hotline] (For urgent delivery-in-progress issues only).