Last Update : 22 November 2024
McDonald’s Refund Policy
At McDonald’s, we aim to provide you with the best customer service possible. We recognize that occasionally, despite our best efforts, we may fall short of our service and customer promise.
Policy Update
To improve efficiency, we have updated our service recovery approach relating to service and technical issues. On a case-by-case basis, we may offer a refund (partial or full) or digital promo code as a service recovery gesture.
Refund Process
- Processing time: 3-5 working days
- Refund Credit: Once processed, the refund amount will appear in your account within 5 working days from the processing date or depending on your bank's posting schedule.
For feedback on McDelivery issues below, please contact the manager of the outlet that delivered your order
- Late delivery
- ‘Parties at Home’ missing item or wrong item
For missing Happy Meal food component, a fixed substitute amount will be refunded to the customer.
A. McDonald’s App, McDelivery Orders, Takeaway
Please reach out to our Customer Care Officers via our Chatbot or Contact Us page.
Required information:
- Description of the issue encountered
- Confirmation email or receipt should include the following information:
- Time and date of purchase
- Transaction amount
- Order number
- Last 4-digit numbers of the card used
B. Front Counter and Self-Ordering Kiosks Orders
Dine in
- Please approach our managers directly on any issues with your order, and they will correct your order on the spot.
- If you have paid by cash, a cash refund will be provided on the spot if food item is not replaced.
C. Online Party Deposit Refund Policy
Party booking fees: Non-refundable. Please refer to the terms and conditions on the booking platform.
Please reach out to our Customer Care Officers via our Chatbot or Contact Us page for exceptional situations below:
1. Extenuating circumstances:
- Valid medical reasons (e.g. illness, injury) that significantly affect the ability to proceed with the planned party. (Please note that proof of MC or medical memo of the celebrant or immediate family member/s is required.)
- A family emergency (e.g. illness of an immediate family member) that significantly affects the ability to proceed with the planned party. (Documentation for the extension of this one-time exemption is required.)
- All other requests for a party deposit refund are assessed on a case-to-case basis.
2. Technical Glitch – strictly double booking
- Upon receipt of any document or proof, a refund of $150 of the party deposit will be processed within 3-5 working days.
D. Order Cancellation
Cancellation of McDelivery Order
Customers can cancel the order via the app for the following reasons, if the order has not yet been assigned to the rider:
- Changed Mind
- Delivery Time Too Long
- Forgot an Item
- Ordered By Accident
- Rider Not Available
- Wrong Address
- Store Closed
Payments made via credit card, Google Pay or Apple Pay will be automatically cancelled, and you will not be charged. Payments made via GrabPay will be charged to the customer and then automatically refunded. Customers do not need to contact us through our contact channels to request a refund. We will process a refund automatically back to your account within 3-5 business days.
Cancellation of McDelivery order already assigned to the rider
- Order cancellation is not allowed once the order has been assigned to a rider for delivery
E. Refund Exclusions
There are certain situations where refunds may not be processed. We want to be transparent about these instances to ensure clarity and understanding. We do not process refund requests in instances where:
1. Customer wants to change the confirmed order
a. A confirmed order cannot be modified. A new order will need to be placed if changes are required.
b. We encourage customers to review their orders carefully before confirming. For future orders, please double-check your selections.
2. Customer has selected or ordered from the wrong restaurant outlet
a. Orders made to the wrong restaurant outlet will not be refunded due to wastage of food and resources. Double-check store location before ordering.
b. Our McDonalds App provides information to help you select the correct store.
3. Customer fails to collect food ordered via McDonald’s app (mobile order) from the restaurant outlet
a. Refunds are not provided for uncollected orders due to wasted food and resources.
b. In-app notifications remind customers to collect orders.
4. Customer makes repeated refund requests
a. Refunds will not be processed for customers who have repeatedly requested refunds due to inaccuracies or quality issues with food items.
b. An investigation will be conducted to determine the historical records of refund requests.
c. For in-restaurant purchases, customers are advised to double check assembled food order for accuracy before leaving the restaurant, reducing the need for refunds for all your takeaway orders.
5. Customer requests for multiple chargebacks. These transactions are reversed by a bank or credit card company when a customer disputes a charge on their account.
Refunds are not processed for customers requesting multiple chargebacks.
6. Customer has redeemed items from MyM Loyalty points
In the event of technical issues, service or food quality concerns, we will credit back the points instead of cash or credit. For assistance, contact Customer Care via the Contact Us page or Chatbot.
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