Return, Replacement, and Refund Policy

1. Legal Basis and Fair Application

This policy is intended to operate consistently with the Consumer Act of the Philippines, applicable DTI rules and guidance, the LPG Industry Regulation Act, the Internet Transactions Act, the Data Privacy Act, and other mandatory Philippine laws. LPG Go does not apply a blanket "No Return, No Exchange" rule to defective, unsafe, misrepresented, or incorrectly supplied products.

Remedies are assessed according to the facts, available evidence, product condition, payment record, order status, responsibility of the parties, and applicable law. Nothing in this policy guarantees a particular outcome before review.

2. Platform Role and Responsible Seller

The participating merchant is the seller and fulfiller of the LPG product. The merchant remains responsible for authenticity, lawful source, correct weight, cylinder condition, seals, stock, pricing, receipts, delivery fulfillment, product warranty, and after-sales obligations. Riders are responsible for lawful and safe handling, accurate status updates, and required delivery evidence.

LPG Go provides the order record, workflow, communication, evidence collection, configurable fee logic, payment coordination when available, support tools, and administrative review. LPG Go may facilitate a remedy without becoming the LPG seller.

3. Configurable Fees and Order Amounts

Product prices and delivery charges may vary by merchant, brand, cylinder size, order type, stock, location, and promotion. Customer service fees, COD fees, supported online payment fees, merchant transaction fees, SCC purchase fees, unused-SCC refund processing charges, and minimum SCC requirements are configurable and may change through authorized SuperAdmin settings.

The app must display the customer-facing subtotal, discounts, applicable fees, optional rider tip, and total amount due before the customer confirms an order. A fee displayed for one order does not promise the same fee for a later order.

4. Issues That May Qualify

• Wrong LPG brand, cylinder size, order type, or listed item.
• Missing paid product or accessory.
• Broken or missing seal, leakage, unsafe condition, serious rust, visible damage, or another substantiated defect.
• Substantiated underweight or underfilled concern.
• Amount collected exceeds the amount due shown in the app.
• Paid order not delivered, or a disputed completion or failed-delivery record.
• Another issue for which Philippine law requires a remedy.

Change of mind, selecting the wrong product despite clear listing information, ordinary cosmetic wear that does not affect safety, or damage caused after delivery may be denied unless the merchant voluntarily grants a remedy or applicable law requires one.

5. Cancellation and Failed Delivery

A customer may cancel before store acceptance when the action is available in the app. After acceptance, rider assignment, or pickup, cancellation and rescheduling depend on the order status and may require a reason, notice to the other party, and review of actual delivery costs.

After pickup, a rider or merchant may not use a reschedule or failed-delivery status merely to bypass the recorded transaction. Likewise, a customer may not deny a completed delivery or falsely claim absence. The app may require GPS, timestamp, photo, contact attempts, status history, and admin review when the parties disagree.

6. In-App Return and Replacement Windows

1. Return and Full Refund: an eligible action may appear for 30 minutes after an order is marked Delivered.
2. Return and Replace: an eligible action may appear for one60 minutes after an order is marked Completed.
3. After expiration: the customer may use Report or Dispute from the order screen. Expiration of a convenience button does not extinguish a mandatory legal right or prevent review of a safety issue.

These app windows are measured using the platform timestamp. They may be affected by order status corrections, app configuration, or a documented system incident. Customers should report visible issues before using or consuming the product whenever practical.

7. How to Submit a Request

1. Open the affected order and select the available return, replacement, report, or dispute action.
2. Select an accurate reason and describe what happened.
3. Upload clear photos, video, receipts, weight records, or other requested evidence.
4. Keep the cylinder, seal, accessories, and packaging in substantially the same condition, except where handling is necessary for immediate safety.
5. Remain reasonably available for contact, inspection, pickup, replacement, or refund confirmation.

Requests and settlements should remain inside the app. LPG Go may be unable to verify or enforce an off-app cash arrangement, private chat, direct delivery, or unrecorded product exchange.

8. Review and Available Remedies

The merchant and authorized LPG Go administrators may review the order record, listing, status history, GPS data, timestamps, pickup and delivery photos, customer and rider communications, payment records, prior account patterns, product condition, and any response from the parties.

Depending on the validated issue, a remedy may include redelivery of a missing item, replacement, partial price adjustment, full refund, cancellation, account credit that is legally permitted and expressly accepted, or denial with a recorded reason. Full return and refund normally require retrieval and identification of the affected cylinder. When practical, the cylinder handback and COD refund should occur together and be confirmed in the app.

9. Refund Funding and Processing

Approved refunds are generally charged to the responsible merchant through unreleased settlement, SCC deduction, future payout deduction, cash returned during retrieval, or another lawful settlement method. LPG Go may place or preserve a hold while a case is reviewed. A platform-funded goodwill payment, when offered, is discretionary and does not transfer seller responsibility to LPG Go.

Online refunds are available only when the payment method is enabled and the payment provider supports the required action. Processing time depends on the provider, bank, e-wallet, verification requirements, weekends, holidays, and account details. COD refunds may use documented cash handback or an approved transfer method. LPG Go does not guarantee an instant refund.

10. Store Service Credit (SCC)

SCC is a store-side service ledger used for eligible platform fees, fee holds, reversals, refund deductions, payout deductions, and authorized adjustments. SCC is not a customer account, bank deposit, savings product, e-wallet, electronic money, or investment, and it does not earn interest.

The applicable merchant transaction fee is normally reserved from SCC when the merchant approves the order. Delivery creates a server-side backstop hold only for a legacy order that reached delivery without an earlier reserve. The reserve becomes final after the order is Completed and the configured replacement window has passed. It is returned when the order is cancelled or enters an eligible full return/refund before finalization. Amounts and minimum SCC requirements remain adjustable through authorized settings and ledger records.

SCC is displayed without a peso symbol and is not transferable or usable as a customer payment account. When available, a merchant may request an admin-reviewed refund of eligible unused SCC to a verified owner account. The requested credits remain reserved during review; an approved request may carry the processing charge disclosed in the app, while rejection restores the reserved credits. This is a limited unused-service-credit refund, not a general cashout, remittance, or peer-to-peer transfer feature.

11. Store-Approved Credit Orders

Credit Order is available only when the selected merchant has enabled it for that specific customer. The customer does not pay cash during delivery, the order is recorded as On Credit, and the merchant must confirm the customer's eligibility before approval. LPG Go does not extend the loan, set a customer credit limit, guarantee repayment, or act as a credit bureau. Repayment terms and collection remain between the customer and merchant unless a future in-app screen expressly states otherwise.

12. Cylinder Credit and Return Requests

A cylinder-credit return is different from a defective-product refund. The app may record cylinders left with a customer, link each balance to the original completed order, and let the customer request a return without placing a new order. The return address is locked to the original order, a clear cylinder photo is required, and a duplicate request is blocked while one remains pending.

A return remains pending until the merchant physically receives and approves the cylinder. Approval updates the store's empty-cylinder and customer-cylinder records. Merchant-entered records for walk-in, telephone, Messenger, or other outside-app transactions are merchant records; LPG Go does not independently verify that an outside-app sale or handover occurred.

13. Failed Delivery Review and Re-dispatch

A delivery issue after pickup may be placed under admin review with a reason, photo, timestamp, GPS, contact attempts, and status history. The administrator may approve cancellation or return the order to a waiting state so the merchant can re-dispatch it. The recorded final courier identity is frozen when delivery is confirmed. GPS and a photo support review but neither is automatically conclusive by itself.

14. Neutral Evidence and Abuse Prevention

LPG Go applies the same evidence-based review to customers, merchants, and riders. Repeated, contradictory, fabricated, or manipulated claims may trigger manual review, higher evidence requirements, temporary restrictions, suspension, termination, recovery of losses, or referral to authorities when appropriate.

A photo alone may not prove delivery or non-delivery. LPG Go may evaluate the combined record, including GPS proximity, server timestamp, image metadata, status sequence, contact attempts, communication logs, payment evidence, and each party's response. Automated flags support review and do not by themselves decide fault or impose a final penalty.

15. Service Targets and Cooperation

Safety reports are prioritized. Other requests are handled according to severity, completeness of evidence, response of the parties, and support capacity. Any response, investigation, replacement, pickup, or refund timeframe shown by LPG Go is a service target, not a guarantee, unless a mandatory law states otherwise.

A party who does not provide requested evidence, prevents reasonable inspection or retrieval, gives false contact information, or fails to respond after reasonable attempts may delay or prevent resolution.