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Refund Policy

Updated 27 Sept 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 and align with industry practices, we have updated our service recovery approach. We now offer a solution in the form of digital service recovery, which may include a promo code or a refund (partial or full), assessed on a case-by-case basis.

 

Refund Processing

  • 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.

Service and Technical Issues:

  1. Missing item
  2. Wrong item
  3. Long waiting time
  4. Food quality
  5. Order not delivered
  6. Store Closed
  7. Double charged
  8. Payment charged but no order was created
  9. Customer canceled delivery order
  10. Other – please specify

 

For certain McDelivery issues:

  • Late delivery
  • ‘Parties at Home’ missing item or wrong item

Contact the manager of the outlet that delivered your order.

 

A. (Mobile Order, McDelivery Orders. Takeaway)

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 that includes 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

  • Approach our managers directly with any issues with your order, and they will correct it on the spot.
  • If you paid by cash, a cash refund will be provided on the spot for any discrepancy in the order.

 

C. Online Party Deposit Refund Policy

Reach out to our Customer Care Officers via our Chatbot or Contact Us page.

Party booking fees: Non-refundable. Please refer to the terms and conditions on the booking platform.

 

Exceptions:

1.    Extenuating circumstances:

  • Valid medical reasons (eg. 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 (eg. unfortunate demise of a family member, critical 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 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 

o 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
  • Closed

o Payments made via credit card, Google Pay, or Apple Pay will be automatically cancelled, and you will not be charged.
o Payments made via GrabPay will be charged but automatically refunded.

o Customers Do not need to contact us through our contact channels to request a refund.
o We will process a refund automatically back to your account within 3-5 business days.

 

For orders accepted by a rider

  • Please refer to the refund exclusion policy.

 

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 confirmed order cannot be modified. A new order will need to be placed if changes are required.
  • We encourage customers to review their orders carefully before confirming. For future orders, please double-check your selections.

2. Selected or ordered from the wrong store

  • Orders made to the wrong store will not be refunded due to wastage of food and resources. Double-check store location before ordering.
  • Our McDonalds App provides information to help you select the correct store.

3. Customer did not collect the mobile order from store

  • Refunds are not provided for uncollected orders due to wasted food and resources.
  • In-app notifications remind customers to collect orders.

4. Repeated refund request

  • Refunds will not be processed for customers who have repeatedly requested refunds due to inaccuracies or quality issues with food items.
  • An investigation will be conducted to determine the historical records of refund requests.
  • For in-store purchases, please review your order for accuracy before leaving the store, reducing the need for refunds for all your takeaway orders.

4. Requested multiple chargebacks

  • Refunds are not processed for customers requesting multiple chargebacks

5. Redeemed items from MyM 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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