Refund Policy

Effective starting 21st July 2025

Last updated: 2nd August 2026

This Refund Policy explains how refunds are handled for Orderla.co, Orderla Commerce, Orderla FOS, and related websites, dashboards, APIs, and mobile applications (together, the Services).

In this Refund Policy, we, us or our means IREKA SOFT ENTERPRISE, owner of Orderla.co. You means the person or organisation using the Services.

This policy should be read together with our Terms of Services and Privacy Policy.

1. Two types of transactions

The Services involve two different kinds of payments:

Platform fees — subscriptions, usage charges, and add-ons you pay to us for using Orderla.
Store orders — payments your customers make to you through your storefront, ordering form, or F&B outlet on the Services.

Refund rules differ for each. Please read the section that applies to you.

2. Refunds for platform fees (Orderla subscriptions and charges)

Fees for paid plans, usage charges, and add-ons are billed according to the pricing shown at signup or in your dashboard, unless we agree otherwise in writing.

Unless required by law or stated otherwise in writing:

subscription and platform fees are non-refundable once billed,
we do not provide pro-rata refunds for unused time on a billing period, and
free trials or promotional credits, if offered, are subject to the terms shown at the time of the offer.

If you believe you were charged in error (for example, a duplicate charge), contact us promptly with your account details and invoice reference. We will review the matter and, where appropriate, issue a correction or credit.

If we suspend or terminate your account because you breached our Terms, you are not entitled to a refund of fees already paid.

3. Refunds for store orders (merchant sales to customers)

If you operate a store, webstore, form, or F&B outlet on the Services, you are the merchant. You are responsible for:

setting your own refund, exchange, and cancellation policies for your customers,
processing refunds and returns for products and services you sell,
communicating your policies clearly on your storefront or ordering channel, and
complying with applicable consumer protection and e-commerce laws in your jurisdiction.

We provide the platform only. We are not a party to the contract between you and your customers, except where we act as a technical service provider (for example, to route a payment through a payment partner).

Customer refund requests for store orders should be directed to you, the merchant — not to Orderla — unless we are legally required to assist.

4. Payment partners and reversals

Payment processing for store orders (for example card, e-wallet, or other gateways) is provided by third-party payment partners. Those partners have their own terms, dispute processes, and reversal rules.

We do not control:

payment partner processing times,
chargebacks or payment reversals initiated by a customer’s bank or wallet provider, or
holds, reserves, or account restrictions imposed by a payment partner.

Any refund that must pass through a payment partner is subject to that partner’s timelines and policies.

5. How merchants should handle customer refunds

We recommend that merchants:

publish a clear refund policy on their store or ordering page,
respond to customer refund requests within a reasonable time,
issue refunds through the same payment method where possible, and
keep records of refunds for accounting and tax purposes.

You may configure refund-related messaging in your store settings where the Services provide that option.

6. Disputes and chargebacks

If a customer disputes a store order charge with their bank or payment provider, the payment partner’s chargeback process applies. You, as the merchant, are generally responsible for responding to chargebacks related to your sales.

We may provide transaction data to help you respond, but we are not liable for the outcome of a chargeback or dispute between you, your customer, and a payment partner.

7. Exceptions required by law

Nothing in this Refund Policy limits any rights you or your customers may have under applicable law that cannot be excluded or limited by contract, including mandatory consumer refund rights in Malaysia or other jurisdictions where you operate.

8. Changes to this Refund Policy

We may update this Refund Policy from time to time. We will post the updated policy on this page and update the “Last updated” date.

If a change is material, we may also notify account holders using the contact details on their account. Continued use of the Services after the updated policy takes effect constitutes acceptance.

Contact

If you have questions about this Refund Policy or a platform billing issue, please contact us through orderla.co.