XOFI ordering app
Refund policy.
This policy applies only to orders placed in the XOFI ordering app, which Artiseni develops as the technology platform. Here’s who handles what, when a refund applies and how to request one.
Who we are
Artiseni Sdn Bhd (“Artiseni”) provides the technology platform behind the XOFI ordering app. XOFI Group (“XOFI”) is the merchant that sells food and beverage products through the app. Artiseni does not sell products directly to customers.
Where payments happen
All purchases are made inside the XOFI mobile app and processed securely by Fiuu. No payments are made on this website.
Who decides
Refund decisions are made by XOFI as the merchant. Artiseni supports the process on the platform side.
Refund eligibility
When a refund applies
- Order was not fulfilled or was cancelled by XOFI
- Wrong or missing items
- Product quality issue reported within 2 hours of collection
- Duplicate or failed-but-charged transaction
Not eligible
When it doesn’t
- Change of mind after preparation has started
- Orders already collected without a reported issue
How to request a refund
Three steps
Contact XOFI
Email xofigroup@gmail.com within 24 hours of your order, with your booking number and a short description. Add a photo if relevant.
XOFI reviews it
XOFI, as the merchant, reviews your request and decides on the refund.
Get your money back
Approved refunds go back to your original payment method via Fiuu. Processing takes up to 14 working days, depending on your bank or card issuer.
Contact
info@artiseni.com.my
375-F Jalan Sultan Omar, 20300 Kuala Terengganu, Terengganu, Malaysia
xofigroup@gmail.com
For order and refund requests