Merchant Compensation Policy

Restaurant Partner Compensation Policy

The purpose of this Restaurant Partner Compensation Policy (“Policy”) is to set out the terms and conditions wherein HungerBay undertakes to compensate Restaurant Partner(s) in certain circumstances identified below. The Restaurant Partner agrees and acknowledges that HungerBay reserves the right to revise the Policy from time to time, however, HungerBay shall communicate any change(s) via email or any other modes of communication, seven (7) days prior to the date such changes(s) are to take effect. Terms not defined herein shall have its meaning as set out in the Form and/or the terms and conditions located at https://legal.hungerbay.com/merchant-policies/terms.

Where Logistics Services are provided by HungerBay.

1. The Restaurant Partner hereby acknowledges and agrees that in the event an Order has been placed, prepared and picked up by the Delivery Partner and thereafter gets cancelled or rejected for any reason not attributable to the Restaurant Partner, HungerBay shall provide the Restaurant Partner a compensation of an amount equivalent to a successful Order.

2. HungerBay shall compensate the Restaurant Partner that consistently mark “Order Ready” accurately in the manner below:

   1. If the Restaurant Partner has marked an Order as “Order Ready”, and thereafter the Order is cancelled or rejected for any reason not attributable to the Restaurant Partner, before being picked up by the Delivery Partner, HungerBay shall compensate the Restaurant Partner with an amount equivalent to 80% of the Net Order Value less the amount towards Reusable Item(s) (as defined below).

   2. The Restaurant Partner hereby agrees and acknowledges that the compensation payable as per sub-clause (b)(i) shall be subject to the Restaurant having at least 80% of its Orders marked as “Order Ready” accurately in the previous week. For the purpose of clarification, an Order is considered marked “Order Ready” accurately if (a) the Delivery Partner arrives at the Restaurant before the Order is marked as “Order Ready” by the Restaurant and the Delivery Partner picks up the Order within three (3) minutes of such mark or; (b) the Delivery Partner arrives at the Restaurant after the Order is marked as “Order Ready” by the Restaurant Partner and the Order is picked up by the Delivery Partner within three (3) minutes of such arrival.

   3. If the Restaurant Partner has not marked an Order as “Order Ready” or the marking does not meet the accuracy criteria provided in sub-clause (b)(ii) and such Order was cancelled or rejected for any reason not attributable to the Restaurant Partner, before being picked up by the Delivery Partner, HungerBay will provide a compensation of an amount equivalent to 40% of the Net Order Value to the Restaurant Partner, less the amount towards Reusable Item(s).

Where Logistics Services are not provided by HungerBay

In the event an Order which is being delivered by the Restaurant through its own logistics services is cancelled by the Customer after 80% of the estimated delivery time has passed, HungerBay shall compensate the Restaurant Partner with an amount equivalent to a successful Order less the amount towards Reusable Item(s). However, if an Order being delivered by the Restaurant through its own logistics services is cancelled by the Customer before the above mentioned time frame, HungerBay shall compensate the Restaurant Partner of an amount equivalent to 40% of the Order Value, less the amount towards Reusable Item(s).

Additional terms and conditions:

1. In the event an Order is cancelled by the Customer within 5 minutes from Order placement, the Restaurant Partner will not be eligible for any compensation. In such scenarios, HungerBay will refund the entire Order Value to the Customer and accordingly will not be able to compensate the Restaurant Partner.

2. Only Order(s) which have been accepted and confirmed by the Restaurant Partner at the time of cancellation or rejection are eligible for compensation as per this Policy.

3. Any rejection or cancellation to an Order for reasons attributable to the Restaurant Partner would not be eligible for compensation. Such instances shall include but not be limited to:

   • All rejections by the Restaurant Partner;

   • “Wrong Order(s)” and food quality issues (foreign object in food, health concerns or any other instances);

   • Where the delivery is undertaken by the Restaurant Partner through its own logistics services, any delays, missing items, food not delivered and packaging issues may also be attributed to the Restaurant;

4. For the purpose of this Policy, “Reusable Item(s)” shall mean only the items or dishes which can be reused safely without affecting its edibility such as bottled beverages, packed boxes of sweets, etc. Such dishes will be marked as “MRP” / “Packaged” / “Pre-prepared” in the Menu and will be exempted from compensation.