Cancellation, Refund and Complaint Policy

Effective 3 November 2026 · Last updated 3 November 2026

This is a translation; the Indonesian version prevails.

Cancellation by the customer

Contact us as soon as possible via the Contact page on metabox.id. An order can be cancelled before staff start preparing it. After preparation starts, cancellation can only be considered if we made a mistake.

Cancellation or rejection by MetaBox

If we reject or cancel an order (sold out, operational issue, payment not verified), a verified payment is refunded in full.

Problems with an order

If an item is wrong, missing, damaged or not as ordered, or there is a food quality or safety concern, tell us promptly, ideally with a photo and your order number. We will fix, replace or refund as fits the case. If you feel unwell after eating, stop eating and seek medical care; tell us so we can investigate.

Failed or duplicate payments

If you were charged but the order shows unpaid, or you paid twice, we verify with the payment provider and refund the excess or any payment that did not lead to an order.

Refund method and timing

Refunds go to the original payment method where possible. We process approved refunds without undue delay; how fast it reaches your account or e-wallet depends on your provider.

Orders via third-party platforms

Cancellations, refunds and disputes for orders on GrabFood, GoFood or ShopeeFood go through those platforms.

Delivery

Direct delivery is not available yet. If it opens, late or failed delivery will be handled with a reasonable refund or re-delivery.

Evidence

Photos, the order number and the phone number used help us resolve things faster. We do not reject a complaint only because there is no photo.

Complaints

Contact us via the Contact page on metabox.id. We reply and explain the outcome. Your rights under the Consumer Protection Law remain.