Frequently Asked (FAQ)

How much does delivery fees cost?
Depending on the distance you have ordered, delivery fees will be calculated based on our respective partners rates at the given time.

Why is delivery charge for 5km expensive?
From time to time, depending on peak hour or weather conditions, the delivery charges will vary. You are advised to place your orders earlier.

Why must Delivery Status shows cancel?
Don't worry - this just means due to shortage of riders or sometimes when there is no rider available, Veg-Hub will re-book a new rider offline. You can always contact us on whatsapp to get latest tracker should your initial order is not matched to a nearest rider within 20 minutes.

Also sometimes riders will accidentally accept order or have vehicle breakdown, Veg-Hub will place a new rider order on behalf and the tracker will not be live.

Payment Deducted but I don’t see order details
"Whenever you click check-out, you will be re-directed to payment gateway page. Upon completion of your payment, please allow some time for redirection back to Veg-Hub App.

If you click back whilst the page is still refreshing, it can cause a break in process."

What should I do if Payment is deducted and I don’t see my order?
You can always contact Veg-Hub via in App Chat or Whatsapp. Most of the cases, if there is a break in process, funds will be automatically recredited to your Veg-Hub Wallet or refunded back to your account. Please always ensure an order number is generated when you place an order.

How long does a refund take back to my Bank or Card?
Once refund is initated from Veg-Hub, it will take between 5 to 14 working days for the Bank to process the refund.

Can I cancel an order?
If your order is still not accepted, you can always cancel your order. However unless your order is accepted, you will not be able to cancel as vendor would have started preparing your food unless it is a pre-order. 

How long does it take for delivery?
Delivery time varies from time of order, rider availability to weather conditions. Typically we would advise customers to pre-order so we can pre-book your riders for you. In anycase delivery can take from 30min (one rider is assigned) to 2 hours (depending on your location, peak hour and weather conditions) as we cover delivery up to 25 KM.

Rider Tracker Inaccuracy
At very rare case, the riders tracker will show him as not moving. This could sometimes means rider phone as some GPS issue. You may always contact the rider to find out his actual locations.

Refund Process
"Customers have 2 hours to request for refund from time of order completion. Customers are also requested provide 4 photo evidence of the issue from different angle.

All refund will be subject to Vendors confirmation before Veg-Hub initiates a refund back"

Refund Process
"A refund process will be initiated within 24 hours/

For Online Banking - it will take between 5 to 14 working days depending on the banks processing time.

For Credit Card - it will take 5 to 14 working days however it will not be a refund but a cancellation of your original amount debitted.  "

Rating & Feedback
Go to My accounts and click on My Orders. Click and provide the food rating together with some feedback. This will help restaurant to further improvise their services.
 

Depending on the distance you have ordered, delivery fees will be calculated based on our respective partners rates at the given time.

From time to time, depending on peak hour or weather conditions, the delivery charges will vary. You are advised to place your orders earlier.

Don't worry - this just means due to shortage of riders or sometimes when there is no rider available, Veg-Hub will re-book a new rider offline. You can always contact us on whatsapp to get latest tracker should your initial order is not matched to a nearest rider within 20 minutes. Also sometimes riders will accidentally accept order or have vehicle breakdown, Veg-Hub will place a new rider order on behalf and the tracker will not be live.

Whenever you click check-out, you will be re-directed to payment gateway page. Upon completion of your payment, please allow some time for redirection back to Veg-Hub App. If you click back whilst the page is still refreshing, it can cause a break in process

You can always contact Veg-Hub via in App Chat or Whatsapp. Most of the cases, if there is a break in process, funds will be automatically recredited to your Veg-Hub Wallet or refunded back to your account. Please always ensure an order number is generated when you place an order.

If you are unable to get in touch with anyone of Apps Chat - you may always drop us a whatsapp message only at +60179074048. Kindly note this number is strictly for messages and phone calls will not be answered due to group policy

Once refund is initated from Veg-Hub, it will take between 5 to 14 working days for the Bank to process the refund.

If your order is still not accepted, you can always cancel your order. However unless your order is accepted, you will not be able to cancel as vendor would have started preparing your food unless it is a pre-order. 

Delivery time varies from time of order, rider availability to weather conditions. Typically we would advise customers to pre-order so we can pre-book your riders for you. In anycase delivery can take from 30min (one rider is assigned) to 2 hours (depending on your location, peak hour and weather conditions) as we cover delivery up to 25 KM.

At very rare case, the riders tracker will show him as not moving. This could sometimes means rider phone as some GPS issue. You may always contact the rider to find out his actual locations.

"Customers have 2 hours to request for refund from time of order completion. Customers are also requested provide 4 photo evidence of the issue from different angle. All refund will be subject to Vendors confirmation before Veg-Hub initiates a refund back"

A refund process will be initiated within 24 hours/ For Online Banking - it will take between 5 to 14 working days depending on the banks processing time. For Credit Card - it will take 5 to 14 working days however it will not be a refund but a cancellation of your original amount debitted

Go to My accounts and click on My Orders. Click and provide the food rating together with some feedback. This will help restaurant to further improvise their services.