1. GENERAL
1.1 Any such capitalized words used in this Refund Policy (“Refund Policy”), unless otherwise defined, shall have the same meaning as found in the Terms. This Refund Policy shall form an integral part of the Terms and this Refund Policy shall apply to all refund request submitted by the Client to RMC in connection with the Deliverables, which the Client agrees to be bound by the same as well as all other terms and conditions specified in RMC’s documents including the Quotation and Invoice.
1.2 The terms and conditions set forth herein shall prevail over any conflicting or inconsistent provisions contained in any other documents, including, without limitation, the terms and conditions of the Client’s purchase order, unless otherwise agreed by RMC in writing.
2. CANCELLATION
2.1 Once the delivery of the Deliverables is confirmed pursuant to a Quotation and/or Invoice, no cancellation of the Deliverables or any part thereto by the Client will be allowed subject to RMC’s General Terms and Conditions of Sale. Should the Client require any assistance regarding its order including any variation to the Deliverables, the Client may reach out to our customer service in the manner specified in Clause 7.
2.2 RMC reserves all rights to cancel the delivery of the Deliverables, in whole or in part, upon occurrence of any of the following events:-
(a) all or part of the Deliverables is no longer available;
(b) if any payment or any part thereof or any sums due and payable by the Client to RMC under the Terms hereof shall remain unpaid after the stipulated timeline;
(c) in the event the Client has breached any of the Terms; and/or
(d) in the event the delivery of Deliverables cannot be performed due to incorrect or incomplete information provided by the Client or where it is acknowledged that performance of the contract is impossible as a result of the Client’s conduct and/or Venue condition.
2.3 Upon occurrence of the cancellation of the delivery of Deliverables under and Clause 2.2(a) of this Refund Policy, RMC shall refund the deposit and payment made by the Client to the Client subject to the Refund Policy and thereafter the Parties shall have no further claims of whatsoever nature against the other in respect of anything arising from or in connection with this Sales T&C.
2.4 Upon occurrence of the cancellation of the delivery of Deliverables under Clause 2.2(b)-(d) of this Refund Policy, the Client agrees that:-
(a) if the RMC has attempted delivery of the Deliverables in accordance with the Quotation and/or Invoice, all payments made by the Client shall be strictly non-refundable and all food and services so delivered shall be deemed accepted by the Client;
(b) RMC shall be at liberty to use and take any other action RMC deems fit to recover all monies due and owing to RMC and the cost and of all such actions taken shall be borne by the Client; and
(c) the Client shall be liable for all costs incurred by RMC up to the date of termination and/or cancellation, including but not limited to the costs related to the procurement of ingredients, event preparation and workforce;
(d) a cancellation fee shall be imposed by RMC and all monies paid by the Client shall be refunded in accordance with the table below:-
| Cancellation Date | Cancellation Fee | Refund Sum |
|---|---|---|
| 7 days or more prior to the Event | 5% administrative charges on the deposit paid | Deposit paid, less the cancellation fee, will be converted into non-refundable store credits |
| 2 to 6 days prior to the Event | — | 50% of the deposit paid, less the cancellation fee, will be converted into non-refundable store credits |
All non-refundable store credits shall have a validity period of twelve (12) months from the date such store credits are granted by the Client, which shall be utilised by the Client in its future purchases with RMC.
2.5 if the cancellation of the delivery of the Deliverables occurs within two (2) days prior to the Event, all payments made by the Client shall be strictly non-refundable and RMC shall be entitled to recover all costs, expenses, losses and damages incurred and any additional remedies that may be available to the RMC, at law or in equity.
3. REFUND REQUEST
3.1 Refund Request
(a) After the Deliverables have been delivered to the Client, subject always to the Terms, the Client may submit a refund request (“Refund Request”) to RMC within seven (7) working days after the Event Date by contacting RMC’s customer service and support in the manner specified in Clause 6, in the following circumstances:
(i) the Deliverables delivered to the Client are of unsatisfactory condition at the time of delivery, including but not limited to being spoiled, undercooked, burnt, contaminated, unsafe for consumption, excluding any natural occurrences such as mild discolouration, oxidation or changes in texture that do not affect the safety or quality of the food (ii) physically damaged and that the Deliverables cannot be consumed, and provided that the Client has immediately notified the Event Coordinator at the Venue and that such issues were not caused by the Client’s omission, negligence, unreasonableness or improper use (collectively referred as “Complaint”);
(ii) the Deliverables delivered by RMC does not conform with the agreed specifications stated in Quotation and/or Invoice, including any missing item/ food menu from the Invoice (“Non-Conformity”);
(iii) any Delayed Deliverables as permitted in the Delivery Policy; and
(iv) the Deliverables delivered by RMC have caused, or purport to have caused, the Client and/or its attendees of the Event to experience health issues, such as diarrhoea or food poisoning or other related illness (“Health Issue”).
(b) In furtherance to Clause 3.1(a), the Client agrees and acknowledges that the quantum of any refund granted pursuant to the Refund Request submitted by the Client shall be determined by RMC in its absolute discretion, by taking into account various factors, including but not limited to the degree of causation of such defaults attributable to RMC and the severity and consequences of such defaults.
3.2 Refund Restrictions and Limitations
Notwithstanding the generality of the provisions stipulated herein, no Refund Request will be permitted in any of the following circumstances:-
(a) cancellations made within two (2) days prior to the Event as preparations, purchases, and staffing arrangements will have already been made;
(b) variation to final guest (pax) numbers two (2) days before the Event, no refunds will be issued for any reduction in guests, as orders and preparations will have been finalised;
(c) no refund will be provided for any delays or service issues, including slow service, arising from the Client’s decision to engage fewer waiter/waitress than the number of waiter/waitress recommended by RMC for the selected catering services;
(d) for outdoor Venues, no refund will be provided if RMC delayed or is unable to set up the catering services and/or deliver the Deliverables due to site and/or weather conditions, including but not limited to insufficient space, bad weather, rain, storms, strong winds and the absence of canopy(ies)/ shelter;
(e) no refund will be provided for uneaten or leftover food;
(f) no refund will be provided based on personal dissatisfaction with the catering services that do not compromise the overall performance, quality or standards of the services rendered, including matters related to individual taste preferences and minor variations that do not affect the overall quality of the dish ordered and/or the agreed service delivery;
(g) no refund will be provided if the Client provided wrong or inaccurate information for delivery of the Deliverables, including the date and time of the Event, and RMC has duly fulfilled its obligations under the engagement; and
(h) no refund will be provided if RMC has promptly rectified any Complaint and/or Non-Conformity prior to the Food Serving Time of the Event and/or during the Event.
4. REFUND PROCESS
4.1 Refund Request (Complaint and Non-Conformity)
(a) The Client shall notify the Event Coordinator immediately upon discovering the Complain and/or Non-Conformity. A clear description of such issue, identifying the affected Deliverables and nature of the Complaint shall be provided by the Client in writing.
(b) The Event Coordinator will physically inspect the affected Deliverables at the Venue comparing it against the Proof of Delivery and the Invoice provided by the Logistics Provider or RMC’s House Delivery. The Client shall also demonstrate that it has made reasonable efforts to prevent the Deliverables from becoming unsatisfactory as follows:
(i) proper storage, such as refrigeration receipts, temperature logs, or photos of the storage setup;
(ii) adherence to handling instructions of the Deliverables provided by RMC;
(iii) timely consumption of the Deliverables within the recommended period proposed by RMC; and
(iv) any other relevant documentation that demonstrates the Client’s efforts to maintain the condition of Deliverables.
(c) The Event Coordinator will document the affected Deliverables and submit the relevant supporting documents, including but not limited to, photographic evidence, detailed notes providing the cause and nature of the Complaint, Proof of Delivery, actual amount of the attendee of the Event and such other documents/ information provided by the Client, to RMC for further investigation.
(d) Concurrently, the Client shall submit a Refund Request to RMC within the timeline stipulated in Clause 4.1 above. The Request submitted must include the contact information of the Client, the details of the Events, clear and concise description and photograph of the Complaints or Non-Conformity and the supporting documents demonstrate it has made reasonable efforts to prevent the Deliverables from becoming unsatisfactory in Clause 4.1(b).
(e) RMC shall, upon the receipt of the Refund Request and the relevant documents transmitted in Clause 4.1(d), conduct a thorough investigation and communicate its findings to the Client within three (3) working days from the date of receipt of the Refund Request by the Client.
(f) If the Refund Request relates to a Non-Conformity arising from insufficient food being provided, RMC will not approve the Refund Request made by the Client in any of the following circumstances:
(i) the actual number of the attendees at the Event exceeds the agreed-upon quantity of Deliverables (number of pax) stated in the Quotation and/or Invoice, whether or not the Client has been advised on the recommended quantity to order for such capacity;
(ii) the Client fails to monitor the food stations, leading to overconsumption by the attendees at the Event provided that the quantity of the Deliverables is consistent with the agreed specifications;
(iii) attendees at the Event taking food home prior to end of the Event;
(iv) all or any part of the Deliverables taken by unauthorised persons; and
(v) the Client’s failure to account for dietary preferences (e.g. vegetarian or halal), course selection (e.g. more snacks than main course), number of attendees for the Event, leaving insufficient quantities of specific Deliverables.
(g) RMC shall allow the Refund Request made by the Client on the affected Deliverables and make a refund corresponding to the affected Deliverables to the Client, to be made in the form of store credits, valid for twelve (12) months from the date such store credits, allowing the Client to utilise it in its future purchases with RMC if the RMC’s investigation reveals that the Complaint or Non-Conformity is determined to be attributable to RMC due to any of the following circumstances:
(i) any part of the Deliverables are spoiled, undercooked, burnt, contaminated, unsafe for consumption and/or damaged;
(ii) the quantity of Deliverables delivered to the Client does not correspond with the agreed specifications;
(iii) the type of Deliverables delivered to the Client do not correspond with the agreed-specifications (e.g. incorrect menu items and incorrect type of utensils or cutlery); and
(iv) RMC’s failure to provide the agreed dietary options (e.g. vegetarian, halal or gluten free meals).
(h) RMC’s decision regarding the outcome of the investigation shall be final and conclusive and no appeal is allowed.
5. REFUND PAYMENT
(a) All Refund Request will be processed by RMC within seven (7) working days from the date of submission by the Client.
(b) In the event the Refund Request has been approved by RMC in accordance with the terms and conditions set out herein, RMC shall refund any or all part of the Invoice amount to be made in the form of store credits, valid for twelve (12) months from the date such store credits, allowing the Client to utilise it in its future purchases with RMC. In addition to issuing a refund, RMC may, at its sole discretion, offer the Client cash vouchers, discount vouchers for future purchases, or other forms of goodwill gestures.
(c) For the avoidance of doubt, any monies to be refunded pursuant to a successful Refund Request, shall be subject to a deduction of 5% of administrative charges may be imposed by RMC, from time to time, in its sole and absolute discretion or such other charges as may be imposed by any third party. No administrative charges will be imposed by RMC for refund in the form of store credits.
(d) For the avoidance of doubt, save and except for any clerical and/or manifest error, RMC’s calculation of the refund shall be final and binding on the Client and shall not in any way be disputed by the Client.
6. CUSTOMER SERVICE AND SUPPORT
6.1 For any inquiries, concerns, or to submit Refund Request related to Deliverables, or issues concerning delays in delivery, the Client may contact RMC’s customer service team. RMC’s team is available to assist with any issues related to quantity, quality, condition, delivery, or other customer service matters. The customer service can be reached through the following contact details:
(a) Phone Number – 018 – 966 4913
(b) Email Address – admin@runningmen.my
(c) Business Hours – 10am – 7pm (Except Weekend & Public Holiday)
7. LIABILITY
(a) In no event shall RMC be responsible for any risk or be liable for any claim, liability, demand, expenses, loss, costs or damage incurred by the Client as a result of, or in connection with the refund of the Deliverables. Notwithstanding any other provision of this Refund Policy and the Terms, in the event where RMC is responsible for the loss or damage, the total liability of RMC to the Client or to any other third party shall be only limited to the total Price of the Invoice in question.
8. VARIATION
(a) RMC reserves the rights at any time, at its sole discretion, to change, amend or otherwise modify any part of this Refund Policy by posting the revised Refund Policy on the Site, and such amendments are effective as of the date of posting. The continued usage of the Site after the revised Refund Policy is posted constitutes the Client’s agreement to, and acceptance of, the revised Refund Policy.