What are the logistics compensation and cancellation policies?

Compensation policy

If a delivery incident occurs — such as late delivery, damaged food, or a missing item — you can file a report and Oddle will investigate. If the driver is found responsible, Oddle will provide compensation in the form of a credit note.

This compensation policy applies to Oddle Lite merchants. Merchants on legacy subscription plans are covered by the delivery partner's own policy.

How to qualify

• Submit your incident report within 3 calendar days of the delivery date
• Include order details, a description of the incident, and photos where applicable

Reports submitted after 3 calendar days will not be processed.

Oddle and its partners will not be liable if:

• The customer signed to confirm proper delivery
• The report lacks a detailed description or photos of the damaged items

Compensation amounts

Compensation is based on the incident type. Refer to the table below for Singapore and Malaysia:

Compensation policy table (SG/MY)

For Hong Kong:

Compensation policy table (HK)

For late delivery, the compensation window is calculated from the end of the delivery window. For example, if the order is scheduled for 12:00–12:30 and the driver delivers at 13:00, it qualifies as "Late delivery: 21–30 minutes."

Payment schedule

Compensation credit notes are processed in fortnightly cycles:

• Deliveries from the 1st–15th of the month: paid by the 2nd of the following month
• Deliveries from the 16th to end of month: paid by the 17th of the following month

Oddle's compensation to you is separate from any service recovery you choose to offer your own customers.

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Cancellation policy

If you no longer need a delivery, cancel the request at least 30 minutes before the scheduled food pickup time to avoid cancellation charges.

Singapore and Malaysia

If you cancel less than 30 minutes before the pickup time, the full basic delivery fee applies.

To cancel, go to the order in Merchant Admin and cancel the delivery request from the order details.

Hong Kong

If you cancel less than 30 minutes before the pickup time, 50% of the basic delivery fee applies.

To cancel an HK delivery, call LalaMove at [phone].

Taiwan

To cancel, contact Oddle Taiwan via Line customer service at least 30 minutes before the scheduled pickup time. Select "Logistics Report" from the Line menu and provide your merchant name and order number.

If you need to cancel outside Logistics Assistant service hours (Mon–Sun, 10:00–19:30), contact the matched driver directly via your tablet, and leave a message for the logistics team on Line.