Refund Policy
Last Updated: 14/09/2025
Our Commitment
At Pause Café, we want you to be completely satisfied with your order. However, due to food safety regulations and the nature of our business, we have specific policies regarding refunds.
⚠️ Important: No Refunds After Order Confirmation
Once your order has been confirmed and passed to our kitchen, no refunds will be issued. This policy is in place due to:
- Food safety and health regulations
- Immediate preparation of fresh food items
- Kitchen workflow and operational efficiency
- Malaysian food service standards
Item Unavailability Policy
Replacement Options
If an item becomes unavailable after you've placed your order, we will:
- Contact you immediately via phone or WhatsApp
- Offer a replacement item of equal or lesser value from our menu
- Allow you to choose the replacement item that suits your preferences
- Process the order with your approved replacement
Note: If the replacement item costs less than the original, we will refund the difference to your original payment method through Stripe.
Limited Refund Scenarios
Refunds may only be considered in the following exceptional circumstances:
🏪 Restaurant Closure
If we must close unexpectedly due to emergencies, power outages, or unforeseen circumstances.
🚫 Complete Order Cancellation
If we cannot fulfill any items from your order and no suitable replacements are available.
⚡ System Error
If a technical error in our ordering system causes payment processing issues.
Delivery Issues
For delivery-related issues within Kuala Lumpur:
- Incorrect address: Customer responsibility - redelivery charges apply
- Traffic delays: No refunds, but we‘ll keep you updated
- Failed delivery attempts: Order held for pickup within 2 hours
- Our delivery error: Full replacement or credit issued
Contact for Order Issues
If you experience any issues with your order, contact us immediately:
Phone/WhatsApp: +60 11 1232 7631
Email: contact@pausecafe.com.my
Response Time: Within 30 minutes during business hours
Business Hours: Check Google Maps for current hours
Payment & Processing
- Payment Processing: All payments secured through Stripe
- Authorized Refunds: Processed to original payment method within 3-5 business days
- Malaysian Ringgit (MYR): All transactions in local currency
- Receipt: Email confirmation sent for all transactions
Your Legal Rights
This policy operates within Malaysian consumer protection laws. You retain your statutory rights under the Consumer Protection Act 1999 and other applicable Malaysian legislation.
Questions about our refund policy?