Return and Refund Policy

Effective since 1 January 2026

This Return, Refund & Delivery Policy covers cancellations, refunds, and transaction disputes within the Genfity Order ecosystem, operated by PT Generation Infinity Indonesia and Genfity Digital Solutions (“Genfity”, “we”, or the “Platform”).

Genfity Order serves two main business models: business-to-business (B2B) services for merchants using our point-of-sale system, and business-to-consumer (B2C) ordering. This policy therefore sets out separate terms for merchants and end customers.

Orders and payments across our ecosystem—including the Genfity Consumer App, Genfity POS, and self-service services—are processed centrally through Genfity Order. Applicable service fees are included in that process.

By using Genfity Order, you agree to the refund terms below.

These terms apply to food and beverage businesses that subscribe to and use Genfity Order point-of-sale (POS), ERP, and operational services.

1. Software subscriptions (SaaS)

• Subscription fees: Monthly and annual fees are paid in advance and are non-refundable if a merchant cancels during an active subscription period.
• Exception: A prorated refund may be provided if Genfity Order unilaterally discontinues the service because of an absolute technical reason or business closure, but not because the merchant breached the Terms of Service.
• Plan downgrade: A price difference is not refunded in cash. With our operations team’s approval, it may be credited toward a later billing period.

2. Hardware

If a merchant purchases or rents hardware from Genfity, such as an EDC terminal, receipt printer, or tablet:

• Warranty: A return or exchange for a manufacturing defect or hardware failure must be requested within 7 days of receipt, and the seal must remain intact.
• Damage caused by misuse, liquid, drops, or force majeure is not eligible for a refund or return.

These terms apply to individuals who order food or drinks for dine-in, pickup, or delivery from a merchant through the Consumer App or Genfity Order web menu.

1. Genfity Order’s role

Genfity Order acts as an intermediary technology platform. We are not responsible for food quality, preparation, delivery timing by a restaurant or courier, or a cancellation made by a merchant.

2. Food order refunds

• Consumer cancellation: An order that has been confirmed and paid cannot be automatically cancelled or refunded through Genfity. Contact the merchant directly before food preparation begins.
• Incorrect, spoiled, or damaged order: A refund or replacement claim is handled directly between the consumer and merchant. Genfity cannot withhold a merchant’s funds because of a food complaint.
• Merchant cancellation: If a merchant rejects or cancels a paid order, the merchant must use “Cancel & Refund” in its POS. Once processed by the payment gateway, the refund is returned to the original payment method, usually within 1–5 business days.

In the rare event of an issue with our IT systems or a payment gateway:

• Duplicate charge: If a network issue causes your card or e-wallet to be charged twice for the same order or invoice, we will reconcile the transactions.
• Investigation: Consumers or merchants must email evidence of the duplicate charge, such as a bank statement or e-wallet receipt, to genfity@gmail.com within 3 × 24 hours of the incident.
• Refund timing: If a Genfity server or payment gateway error is confirmed, we will approve the duplicate-charge refund. Processing takes 7–14 business days, depending on the issuing bank. The full amount is refunded without operational deductions.

Merchants and consumers who meet one of the refund conditions above can submit a claim as follows:

1. Email genfity@gmail.com with the subject Refund Claim - [Order/Invoice Number].
2. Include the following evidence:
   • Your full name and contact details, including an active WhatsApp number.
   • Proof of the payment issue, such as an e-wallet screenshot or bank statement.
   • A brief explanation of the claim, such as a duplicate EDC charge or a cancelled order that was not refunded automatically.
3. Our reconciliation team will review the claim within 2 × 24 business hours. If it is valid, we will complete the official refund form and forward the request to the payment gateway aggregator.

For help with the status of a refund claim, contact our finance team: