Last updated: July 2026
This policy explains when and how Islamove issues refunds. It forms part of our Terms of Service. All amounts are in Philippine Pesos (PHP).
Islamove does not see, store, or process your payment details. All online payments are handled by our licensed payment operator, and we hold only a payment reference ID used to correlate your order with the transaction. Refunds are processed according to the payment operator’s standard processes.
You may cancel an order free of charge at any time before the restaurant starts preparing it. Cancelled orders paid online are voided or refunded in full, including the service fee and delivery fee. Cancellations are submitted to the payment operator immediately.
Once the restaurant has started preparation, the order can no longer be cancelled.
We issue refunds for:
Refund requests must be submitted within 2 hours of the delivery time (or the scheduled delivery time, for orders that never arrived).
You can request a refund through any of the following:
Include your order number and a short description of the issue. For missing or incorrect items, a photo of what you received helps us resolve the request faster. We review every request and respond within 1 business day.
Approved refunds are returned to your original payment method through our payment operator.
Cancellations of unprocessed payments are voided immediately. For processed payments, we submit approved refunds to the payment operator within 1 business day. From that point, timing follows the operator’s standard refund schedule and the processing times of your bank or e-wallet provider, which are outside Islamove’s control.
Cash on Delivery orders are refunded via GCash transfer or credited against your next order, whichever you prefer.
We will confirm by email or in-app notification once your refund has been submitted on our side.
If only part of your order was missing or incorrect, we refund the affected items. The delivery fee is not refunded when the rest of the order was delivered successfully.
If your rider cannot reach you at the address provided after 15 minutes of waiting and reasonable attempts to contact you, the order is marked as failed. For prepaid orders, we refund the order value minus the delivery fee, since the delivery was attempted. If the failure was caused by us or the restaurant, you receive a full refund.
Islamove is a delivery platform. Complaints about food taste or quality (as opposed to missing, incorrect, or undelivered items) are forwarded to the restaurant, and any resolution is at the restaurant’s discretion. We will assist in raising the issue on your behalf.
Questions about this policy: help@islamove.com or 0952 470 7619 (call and WhatsApp).
Registered Name: ISLAMOVE SIQUIJOR DELIVERY SERVICES | TIN: 671-031-558-00000
