Return and Refund Policy

This Return & Refund Policy establishes the rules and procedures for returns, refunds, replacement requests, and related concerns arising from transactions made through the DART Platform.

DART aims to provide a fair, transparent, and efficient process that protects the legitimate interests of Consumers, Merchants, Riders, and DART.

All returns and refunds shall be handled in accordance with applicable Philippine laws, regulations, consumer protection requirements, payment-provider rules, and the specific nature of the transaction.

This Policy applies to transactions facilitated through DART, including, where applicable:

• Food and restaurant orders;
• Grocery and marketplace products;
• Other physical goods sold through DART;
• Delivery services;
• Ride or transport bookings;
• Hotel and accommodation reservations; and
• Other services offered through the DART Platform.

Because different products and services have different characteristics, not every transaction will be eligible for a return or refund.

DART shall process returns and refunds in accordance with applicable laws and regulations of the Republic of the Philippines.

Nothing in this Policy shall be interpreted as removing, limiting, or waiving any mandatory consumer right or legal remedy.

Where Philippine law requires a refund, replacement, repair, cancellation, reimbursement, or another remedy, DART shall comply with the applicable legal requirement.

If a provision of this Policy conflicts with a mandatory requirement of Philippine law, the applicable law shall prevail.

Where a physical product purchased through DART is eligible for return, the Consumer may be required to return the item to the Merchant or through another return method designated by DART.

A return may be considered where the product is:

• Defective or damaged;
• Significantly different from the description;
• Incorrectly delivered;
• Missing essential components;
• Not the product ordered; or
• Otherwise subject to a return or remedy under applicable Philippine law.

The specific return requirements may depend on the product, Merchant, and applicable legal requirements.

Certain products generally cannot be returned because of their nature, including, where applicable:

• Prepared food and beverages;
• Perishable goods;
• Items that have been consumed;
• Items that have been altered, damaged, or misused by the Consumer;
• Hygiene-sensitive products where return is inappropriate;
• Products specifically identified as non-returnable; and
• Other products that cannot reasonably be returned due to their nature.

However, a product being classified as non-returnable does not remove any mandatory rights or remedies provided under Philippine law, including remedies applicable to defective, unsafe, or misrepresented products.

Because food and beverages are generally perishable and prepared specifically for an order, they are generally not physically returnable.

Instead, Consumers should immediately report concerns involving:

• Wrong food or item;
• Missing item;
• Significantly incomplete order;
• Damaged or spilled food;
• Food that is materially different from what was ordered;
• Serious quality or safety concerns; or
• Other legitimate order issues.

DART may request photographs, order information, or other supporting evidence.

Depending on the circumstances, DART may provide:

• Full refund;
• Partial refund;
• Replacement or redelivery;
• DART Consumer Wallet credit; or
• Another remedy required or permitted by applicable law.

Delivery fees may generally be refundable where the delivery service was not successfully provided due to circumstances attributable to DART, the Merchant, or the Rider, subject to applicable law and the circumstances of the transaction.

A delivery fee may not be refundable where the failure to complete delivery was primarily caused by the Consumer, such as:

• Incorrect address;
• Incorrect contact information;
• Consumer unavailable at the delivery location;
• Consumer refusal to receive the order without a valid reason; or
• Other circumstances within the Consumer's control.

DART may review each case before determining the appropriate remedy.

Refund eligibility for ride or transport bookings may depend on whether:

• The booking was cancelled before the Rider was dispatched;
• The Rider arrived at the designated location;
• The service was actually provided;
• The booking was cancelled by the Consumer;
• The booking was cancelled by the Rider; or
• The service could not be provided due to circumstances beyond the parties' control.

Any applicable cancellation fees or refunds shall be handled according to DART's applicable transport policies and Philippine law.

Hotel and accommodation bookings may be subject to the individual cancellation and refund conditions established by the participating hotel or accommodation provider.

Before completing a booking, Consumers may be presented with applicable booking conditions, including:

• Cancellation deadlines;
• Refundable or non-refundable booking status;
• Cancellation charges;
• No-show conditions; and
• Other applicable restrictions.

Where a booking is refundable, DART will facilitate the refund process in accordance with the applicable booking terms and Philippine law.

Consumers may request cancellation through the DART Platform.

The refund, if any, will depend on the stage of the transaction.

Before Processing

If an order has not yet been accepted or processed, the Consumer will generally be eligible for a refund, subject to applicable payment-processing rules and law.

After Processing Has Started

If a Merchant, Partner, or Rider has already incurred costs or begun providing the service, the Consumer may not be entitled to a full refund.

After Dispatch or Pickup

Once an order has been prepared, dispatched, or collected by a Rider, cancellation may be subject to applicable cancellation charges or a reduced refund.

DART will consider the circumstances before determining the appropriate resolution.

If a Merchant or Partner cancels an order or booking after payment has been made, DART will determine whether the Consumer qualifies for a refund.

Where the cancellation is attributable to the Merchant or Partner and the Consumer is legally or contractually entitled to a refund, DART will facilitate the appropriate refund.

Repeated unreasonable cancellations by Merchants or Partners may be subject to review under their respective DART agreements.

Consumers should report defective, damaged, incorrect, or materially misrepresented products as soon as reasonably practicable after receiving them.

DART may request:

• Photos or videos;
• Order details;
• Payment confirmation;
• Description of the issue; and
• Other reasonable evidence.

Depending on the circumstances and applicable law, the remedy may include:

• Replacement;
• Repair;
• Full refund;
• Partial refund;
• Wallet credit; or
• Another legally appropriate remedy.

DART operates primarily through cashless transactions.

For approved refunds, DART will generally credit the refund to the Consumer's DART Wallet, where permitted by applicable law and the circumstances of the transaction.

DART does not ordinarily provide physical cash refunds.

Where applicable law, payment-provider rules, or the nature of the transaction requires the refund to be returned through the original payment method or another method, DART shall follow the applicable requirement.

Approved refunds will generally be processed within at least three (3) working days after approval and completion of the necessary verification.

Actual receipt or availability of the refunded amount may take longer depending on:

• GCash;
• Maya;
• Banks;
• Card issuers;
• Payment gateways;
• Other e-wallet providers; or
• Other third-party payment processors.

DART shall make reasonable efforts to process approved refunds promptly.

Consumers may submit a return or refund request through:

DART In-App Support

Email: [email protected]

Website: https://www.dart.com.ph/

Consumers should provide:

• Order or booking number;
• Date of transaction;
• Description of the concern;
• Relevant photographs or evidence, when applicable; and
• Other information reasonably required for verification.

DART may coordinate with the Consumer, Merchant, Rider, Hotel, Transport Partner, or other relevant party before making a determination.

DART may review:

• Order records;
• Payment records;
• Merchant records;
• Rider delivery records;
• Booking information;
• Communications;
• Photographs or other evidence; and
• Other relevant transaction information.

DART will endeavor to resolve legitimate refund requests fairly and consistently.

Promotional vouchers, discounts, and free-delivery offers may have separate terms.

Unless otherwise stated:

• Promotional discounts are not convertible to cash;
• Refunds generally cover the amount actually paid by the Consumer;
• Expired vouchers may not be reinstated;
• Promotional benefits may be forfeited following cancellation; and
• Specific promotional campaigns may have additional return and refund conditions.

These provisions remain subject to mandatory consumer rights under Philippine law.

DART may investigate suspected fraudulent or abusive return or refund requests.

Examples include:

• False claims;
• Repeated fraudulent refund requests;
• Manipulated evidence;
• False reports of damaged or missing products;
• Abuse of promotional vouchers;
• Unauthorized use of another person's account; or
• Other fraudulent conduct.

Where appropriate and permitted by law, DART may restrict or suspend an account and take other lawful action.

Where an approved refund is credited to the DART Consumer Wallet:

• The credited amount may be used for eligible DART transactions;
• The refund will generally be credited to the Consumer's DART Wallet where permitted by applicable Philippine laws and regulations;
• DART shall not use the DART Wallet to restrict or defeat any refund or other remedy that a Consumer is legally entitled to receive;
• Where applicable law, regulatory requirements, payment-provider rules, or the circumstances of the transaction require another refund method, DART shall process the refund through the appropriate method; and
• DART shall administer Consumer Wallet credits in accordance with applicable Philippine laws and regulations.

DART maintains an internal process for handling complaints, return requests, refund requests, and transaction disputes.

DART will endeavor to provide an accessible mechanism through which Consumers can raise concerns and communicate with the relevant Merchant, Rider, Partner, or DART representative.

Nothing in this internal process prevents a Consumer or other party from pursuing remedies available under Philippine law.

Information submitted during a return or refund investigation shall be handled in accordance with the DART Privacy Policy and applicable Philippine data protection laws.

DART shall only collect, use, retain, and disclose information as reasonably necessary for legitimate platform operations, transaction verification, dispute resolution, legal compliance, and other lawful purposes.

DART may update this Return & Refund Policy from time to time to reflect:

• Changes in Philippine laws and regulations;
• Government issuances;
• Changes in DART services;
• New payment methods;
• Operational improvements; or
• Other legitimate business requirements.

Material updates may be communicated through the DART Platform, website, email, or other appropriate channels.

This Policy shall be governed by the laws of the Republic of the Philippines.

All returns, refunds, cancellations, and consumer remedies shall be processed in accordance with applicable Philippine laws and regulations.

DART Support

Email: [email protected]

Website: https://www.dart.com.ph/

In-App Support

For faster processing, please include your Order Number or Transaction ID when submitting a concern.

By using the DART Platform, Consumers, Merchants, Riders, and applicable Partners acknowledge that they have read and understood the applicable provisions of this Return & Refund Policy.

DART is committed to maintaining a fair, transparent, and legally compliant process for handling returns and refunds while protecting the legitimate interests of all parties involved.

DART

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