CharterPass POS
退貨退款政策Refund & Returns Policy
最後更新 Last updated: 2026-08-05
本政策適用於透過 CharterPass POS 二維碼落單頁面落單及付款的訂單（包括堂食及外賣自取）。貨品由你光顧的店舖（下稱「店舖」）售出及負責，CharterPass POS 為店舖提供落單、收銀及網上付款系統。
1. 貨品性質
所有食品及飲品均為收到訂單後即時新鮮製作。基於食品安全及衞生理由，已製作或已交付的食品飲品，一般恕不接受退貨。
2. 可獲退款或補償的情況
如出現以下情況，可申請退款、重做或更換：
店舖尚未開始製作前取消訂單（例如落錯單）；
收到的貨品與訂單不符、漏單或數量不足；
貨品有質量問題，例如變壞、有異物、明顯製作錯誤；
因店舖原因未能供應已付款的貨品（例如售罄）；
重複付款、多收金額或系統扣款錯誤。
3. 不獲退款的情況
已製作並交付、而貨品本身沒有問題（例如純因個人口味、改變主意、落錯數量）；
已取餐超過 30 分鐘後才提出的口味或質量投訴；
外賣自取訂單於備妥後超過 2 小時仍未取餐（食物已不宜食用，見交貨政策）。
4. 申請時限及方法
堂食及外賣自取：請於取餐後 30 分鐘內，或離開店舖前向店員提出，並出示訂單號碼或收據。
已離店或未能即場解決：請於付款日起 7 日內電郵 support@charterpass.app，註明訂單號碼、付款日期、金額、付款方式及問題（如有請附相片）。我們會轉交店舖跟進。
5. 處理方法
經店舖核實後，會按情況提供以下其中一項：重做或更換貨品、發出等值優惠，或退回款項。你可先與店員商討你希望的處理方式。
6. 退款方式及所需時間
現金付款：於店內即時退回現金。
網上付款（信用卡、轉數快 FPS、支付寶、微信支付）：暫未支援經付款平台自動退款。店舖核實後，會直接將款項轉賬退回給你（例如轉數快 FPS 至你落單時使用的電話號碼），一般於核實後 3 個工作天內處理；如需使用其他退款方式，店員會與你商討並確認。
我們不會就退款收取任何額外手續費。
7. 部分退款
如訂單中只有部分貨品有問題，只會就該部分退款；已使用的訂單折扣會按比例重新計算。
8. 取消訂單
訂單一經確認並開始製作即不能取消。未開始製作前，可向店員要求取消，並獲全額退款。
9. CharterPass 積分及優惠券
如店舖已啟用 CharterPass 積分：獲退款的訂單所賺取的積分會被扣回。已於該訂單使用的優惠券或獎賞，於全額退款後一般不能復原，詳情請向店員查詢。
10. 查詢及爭議
請先聯絡店舖店員處理。如未能解決，可電郵 support@charterpass.app，我們會協助跟進。本政策受香港特別行政區法律管轄。
This policy applies to orders placed and paid for through a CharterPass POS QR ordering page (dine-in and takeaway pickup). The food and drinks are sold by, and are the responsibility of, the shop you are ordering from (the “Shop”). CharterPass POS provides the ordering, point-of-sale and online payment system used by the Shop.
1. Nature of the goods
All food and drinks are freshly prepared after your order is received. For food-safety and hygiene reasons, prepared or delivered food and drinks generally cannot be returned.
2. When a refund or remedy is available
You may request a refund, remake or replacement if:
you cancel before the Shop has started preparing the order (for example, an order placed by mistake);
what you received does not match your order, or an item is missing or short;
there is a quality problem — the item is spoiled, contains a foreign object, or was clearly made incorrectly;
the Shop cannot supply an item you have already paid for (for example, it sold out);
you were charged twice, overcharged, or a payment error occurred.
3. When a refund is not available
The item was prepared and delivered as ordered and there is nothing wrong with it (for example, a change of mind, personal taste, or the wrong quantity chosen by you);
A taste or quality complaint raised more than 30 minutes after collection;
A takeaway order left uncollected for more than 2 hours after it was ready (the food is no longer safe to serve — see the Delivery Policy).
4. How and when to request
Dine-in and takeaway pickup: tell our staff within 30 minutes of receiving your order, or before you leave the Shop, and show your order number or receipt.
If you have already left, or the matter cannot be settled at the Shop: email support@charterpass.app within 7 days of payment with your order number, payment date, amount, payment method and a description of the problem (with photos where relevant). We will pass it to the Shop.
5. How claims are handled
Once the Shop has verified the claim, it will offer one of the following: a remake or replacement, a credit of equal value, or a refund. You are welcome to tell our staff which you would prefer.
6. Refund method and timing
Cash: refunded in cash at the Shop immediately.
Online payment (credit card, FPS, Alipay, WeChat Pay): we do not yet support an automatic refund through the payment platform. Once the Shop verifies your claim, it transfers the money back to you directly — typically an FPS transfer to the phone number you paid or ordered with — normally within 3 business days of verification. If a different way of getting the money back suits you better, our staff will agree it with you.
We do not charge any handling fee for a refund.
7. Partial refunds
If only part of an order is affected, only that part is refunded, and any order-level discount is recalculated proportionally.
8. Cancellations
An order cannot be cancelled once it has been confirmed and preparation has started. Before preparation starts, ask our staff to cancel it and you will be refunded in full.
9. CharterPass points and coupons
Where the Shop has CharterPass loyalty enabled, points earned on a refunded order are reversed. Coupons or rewards already redeemed on a refunded order generally cannot be reinstated — please ask our staff.
10. Enquiries and disputes
Please speak to the Shop's staff first. If the matter cannot be resolved, email support@charterpass.app and we will help follow it up. This policy is governed by the laws of the Hong Kong Special Administrative Region.