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Cancellation & Refund Policy


Effective date: 26 July 2026

This Cancellation and Refund Policy applies to orders placed through thepiggy.my

The Piggy Thai Food & Mookata is operated by Actually Thai Sdn Bhd.


1. Customer Cancellation

Contact us immediately if you wish to cancel an order.

A cancellation may be approved only where:

  • We have not accepted the order;

  • Food preparation has not commenced;

  • Ingredients have not been specifically allocated or prepared; and

  • Delivery arrangements have not commenced.

Because our food and beverages are perishable and prepared for each order, an order generally cannot be cancelled after preparation has started.


2. Changes to an Order

Requested changes are subject to availability and operational approval.

We cannot guarantee changes after an order has been submitted or paid. Any additional amount must be paid before the change is confirmed.


3. Cancellation by The Piggy Thai Food & Mookata

We may cancel all or part of an order where:

  • An item or ingredient is unavailable;

  • Payment cannot be confirmed;

  • The delivery address is outside our service area;

  • We cannot safely prepare or deliver the order;

  • There is an obvious pricing or system error;

  • Fraud or unauthorised payment is suspected; or

  • Circumstances outside our reasonable control prevent fulfilment.

Where we cancel a successfully paid order, we will arrange a refund for the cancelled amount.


4. Incorrect, Missing or Damaged Orders

Contact us as soon as reasonably possible if:

  • An item is missing;

  • You received the wrong product;

  • The order is materially damaged;

  • Packaging has been seriously compromised; or

  • The food appears unsafe or materially different from the confirmed order.

Please provide:

  • Order number;

  • Customer name;

  • Description of the issue;

  • Photographs of the food and packaging where relevant; and

  • Any other information reasonably required to investigate.

Depending on the circumstances and applicable law, we may offer a replacement, redelivery, store credit, partial refund or full refund.


5. Non-Refundable Situations

A refund will generally not be provided where:

  • The customer changes their mind after preparation begins;

  • The customer ordered the wrong item;

  • The customer provided an incorrect address or telephone number;

  • Delivery failed because the customer was unavailable;

  • The customer did not follow storage or reheating instructions;

  • Food quality deteriorated because of unreasonable delay after delivery;

  • The complaint concerns personal taste rather than a product defect;

  • Only a minor variation in appearance or presentation is involved; or

  • The item was substantially consumed before the complaint was made.

This section does not limit any right that cannot lawfully be excluded.


6. Payment Errors and Duplicate Charges

Where you believe that:

  • Payment was deducted but the order was unsuccessful;

  • You were charged more than once;

  • An unauthorised transaction occurred; or

  • A refund has not appeared,

contact us with the order number, payment reference, payment date and amount.

We will review the transaction through Razorpay Curlec. A pending or failed payment may be reversed automatically by the relevant bank or payment provider.


7. Refund Method

Approved refunds will normally be processed through Razorpay Curlec to the original payment method.

We do not normally provide cash refunds for payments made electronically.

The time required for a refund to appear depends on Razorpay Curlec, the customer’s bank, payment method, card network, FPX participant or e-wallet provider.


8. Chargebacks and Payment Disputes

Customers should contact us first so that we can investigate and attempt to resolve the matter.

Submitting a chargeback does not automatically establish eligibility for a refund. We may provide transaction, order, preparation and delivery evidence to Razorpay Curlec, the relevant bank or payment network when responding to a payment dispute.

A customer cannot receive both a merchant refund and a chargeback for the same transaction.


9. Contact

Email: account@thaiessential.com.my

Telephone: 1700-82-9164

Customer-service hours: Monday - Friday (10am - 6pm)