1. General Rule
Because Pearl's Pot prepares food items for pickup and delivery, refunds and
cancellations are reviewed based on the order status, preparation stage, payment
method, and actual circumstances of the request.
2. Customer Cancellation Requests
Customers may request cancellation only while the order is still in an early stage.
- If the order is still pending or awaiting confirmation, cancellation may be allowed.
- If the order is already confirmed, processed, prepared, dispatched, or ready for pickup, cancellation may be denied.
- Pearl's Pot may require a valid reason before approving cancellation.
3. Business-Initiated Cancellation
Pearl's Pot may cancel or reject an order for valid reasons including:
- item or ingredient unavailability
- failed or unverifiable payment
- duplicate or suspicious order activity
- incorrect, incomplete, or unreachable customer details
- pricing or technical errors
- delivery area, safety, or operational limitations
4. Manual GCash QR Payments
For manual GCash QR payments, Pearl's Pot may require payment proof, sender details,
and a reference number. Payment proof uploads are subject to manual verification.
A payment may be rejected if:
- the screenshot is unreadable, altered, or incomplete
- the amount does not match the order total
- the proof cannot be matched to the order
- the details appear duplicated, inconsistent, or suspicious
- the sender information is missing or unverifiable
5. When Refunds May Be Granted
Refunds may be considered when:
- Pearl's Pot cancels an already paid order
- a verified duplicate payment was made
- there was confirmed overpayment
- payment was received but the order was not fulfilled
- Pearl's Pot determines that a refund is justified under the circumstances
6. When Refunds May Be Denied
Refunds may be denied when:
- the customer changes their mind after preparation has started
- the order has already been delivered or made available for pickup
- delivery failed due to wrong address, unreachable customer, or refusal to receive
- a pickup order was not claimed within a reasonable time
- the request is based only on personal preference and not on an actual service issue
- the order is connected to false or fraudulent claims
7. Pickup Orders
For pickup orders, Pearl's Pot is not responsible for delays caused by a late-arriving customer.
Orders not claimed within a reasonable period may be treated as completed, expired, or non-refundable.
8. Delivery Orders
For delivery orders, the customer must provide a correct address and remain reachable.
If delivery fails because of incorrect information, non-response, refusal, or unsafe conditions,
refund requests may be denied in whole or in part depending on the situation.
9. Refund Method and Timing
If a refund is approved, Pearl's Pot will use a reasonably available refund method.
- Approved GCash-related refunds may be returned through GCash or another agreed method.
- Processing time may vary depending on review, verification, and payment channel availability.
- Pearl's Pot will use reasonable efforts to complete approved refunds within a commercially reasonable period.
10. Partial Refunds
In some cases, Pearl's Pot may issue a partial refund instead of a full refund,
especially if part of the order has already been prepared, delivered, or has already caused actual business cost.
11. How to Request Review
To request a cancellation or refund review, contact Pearl's Pot through our
Contact Us page or through +63 966 469 1270 and include
your transaction ID, contact details, and reason for the request.