Refund Policy

Important Notice

TanJai operates a strict evidence-based refund system to protect both customers and merchant partners. All refund requests require supporting evidence. Fraudulent claims from either party will result in account suspension and may be reported to authorities.

1. Overview

TanJai is committed to fair resolution of all disputes. Our refund policy protects customers from receiving incorrect or unsatisfactory orders while also protecting our merchant and rider partners from unreasonable or fraudulent refund claims. Every refund request is reviewed with evidence before any decision is made.

2. Eligible Refund Reasons

Refunds may be approved for the following reasons, subject to evidence verification:

✅ Customer Eligible Claims

Wrong item delivered (not what was ordered)
Missing items from the order
Food arrived in unacceptable condition (spoiled, contaminated)
Order never delivered but marked as delivered
Significant quality issue clearly visible in photos
Duplicate payment charged

❌ Non-Eligible Claims

Changed mind after order was prepared
Ordered wrong item by mistake
Minor temperature variation (food slightly cool)
Packaging appearance only (content intact)
Delivery delay under 30 minutes from estimate
Claims without supporting evidence

📸 3. Evidence Requirements

All refund requests MUST be submitted with supporting evidence within 1 hour of delivery. Claims submitted after this window will not be accepted.

📷

Photo Evidence

Clear photo of ALL items received
Photo of packaging/bag upon opening
Photo of wrong/missing items
Photo must be taken immediately
Image must be unedited

🎥

Video Evidence

Required for high-value orders (over ฿500)
Video of opening sealed packaging
Continuous recording — no cuts
Must show order details on screen
Maximum 2 minutes duration

📋

Order Information

Order ID (found in app)
Date and time of delivery
Specific items in dispute
Description of the issue
Desired resolution

🚨 Evidence Integrity Policy

TanJai uses metadata analysis and AI verification to detect edited, recycled, or fraudulent images and videos. Submitting false evidence is a serious violation that will result in permanent account ban and may be reported to Thai Consumer Protection authorities (OCPB).

🏪 4. Merchant Partner Protection

TanJai takes unreasonable refund claims seriously. We protect our merchant partners from:

Staged complaints — deliberately damaging food to claim refund
False missing item claims — all orders are photographed before dispatch by riders
Repeat abusers — customers with excessive refund history are flagged
Coordinated fraud — organized refund abuse schemes

Merchants may submit counter-evidence including kitchen preparation photos, packaging records, and rider pickup confirmation. TanJai reviews all evidence from both parties before making a final decision.

5. How to Submit a Refund Request

Open TanJai app → Order History → Select Order

Tap "Report Issue" and select the problem category

Upload required photos and/or video evidence

TanJai reviews within 24 hours and contacts you

6. Refund Timeline

Refund Type	Processing Time	Method
TanJai Wallet Credit	Instant	App wallet
Credit/Debit Card	5-7 business days	Original card
PromptPay	1-3 business days	Original account
TrueMoney Wallet	1-3 business days	Original wallet

🚫 7. Refund Abuse Policy

TanJai takes a zero-tolerance approach to refund fraud. The following will result in account suspension:

Submitting edited, recycled, or fabricated photos/videos
Filing more than 3 refund requests per month without valid evidence
Deliberately ordering to claim refunds (pattern detected by AI)
Coordinating with others to file false claims against merchants
Threatening merchants or riders to obtain refunds

Accounts found engaged in systematic refund fraud will be permanently banned and their details may be shared with other platforms and reported to OCPB and Thai Electronic Transactions Development Agency (ETDA).

8. Disputes & Appeals

If you disagree with TanJai's refund decision, you may appeal within 48 hours by contacting our support team with additional evidence. Appeals are reviewed by a senior team member within 48 hours.

Contact Refund Support

Email : hello@tanjai.com
Phone : +66 81 179 4156
Response time: Within 24 hours
In-app: Order History → Report Issue