Delivery & Pickup Policy

1. Overview

This Delivery & Pickup Policy describes how orders placed on the HakShan online ordering platform (the "Platform") are fulfilled, whether by delivery or self-collection. The Platform is operated by Horvy Pavilion Sdn Bhd (Company Registration No. 202501038537 (1639946-X)).

Food orders are prepared and fulfilled by authorised HakShan Outlet Partners, each of which is a separate Sdn Bhd entity under Horvy Holding Sdn Bhd. This Policy forms part of our Terms of Use.

2. Order Fulfilment Options

When placing an order on the Platform, you may choose between:

• Delivery — Food is delivered to your specified address by our logistics partner.
• Self-Pickup — You collect the order yourself from the selected Outlet Partner.

Both options are available subject to the operating hours and capacity of the relevant Outlet Partner.

3. Delivery Service

3.1 Delivery Partner

Delivery services are provided by Pandago, operated by Delivery Hero Malaysia Sdn Bhd (f.k.a. foodpanda Malaysia Sdn Bhd). Each Outlet Partner maintains its own commercial agreement with Pandago. Horvy Pavilion facilitates the booking of delivery on behalf of the Outlet Partner.

3.2 Delivery Coverage

• Delivery is available within a maximum radius of up to 15 kilometres from the nearest Outlet Partner, subject to Pandago's coverage area and rider availability.
• The Platform will automatically determine whether your delivery address falls within our service coverage based on the address and location coordinates you provide.
• If your address is outside our coverage area, you may still place a self-pickup order from an available Outlet Partner.

3.3 Delivery Fees

• Delivery fees are calculated based on the distance between the fulfilling Outlet Partner and your delivery address, and will be displayed transparently at checkout before you confirm your order.
• Delivery fees are inclusive of applicable Sales and Service Tax (SST) unless stated otherwise.
• Promotional discounts or free delivery offers, where available, will be applied automatically or via promotional codes at checkout.

3.4 Estimated Delivery Time

• The estimated delivery time shown at checkout includes food preparation time and transit time.
• Actual delivery times may vary due to factors beyond our reasonable control, including weather, traffic, peak-hour demand, rider availability, and operational conditions at the Outlet Partner.
• Estimated delivery times are indicative only and are not a guaranteed delivery deadline.

3.5 Delivery Process

Once your order is confirmed:

• The order is transmitted to the fulfilling Outlet Partner for preparation.
• Once food is ready, a Pandago delivery rider is dispatched to collect the order.
• You will receive status updates via SMS, WhatsApp, or in-app notifications (where available).
• The rider will contact you on the mobile number provided if unable to locate the delivery address.

3.6 Your Responsibilities as the Recipient

• Provide an accurate and complete delivery address, including unit/floor number, building name, and any access instructions (e.g., guardhouse procedures).
• Ensure the mobile number you provide is reachable at the time of delivery.
• Be available to receive the order at the delivery address during the estimated delivery window.
• If you are unavailable, make arrangements for someone over 18 years of age to receive the order on your behalf.

3.7 Failed or Unsuccessful Deliveries

A delivery may be considered unsuccessful if:

• The recipient is not contactable at the provided mobile number after multiple attempts;
• No one is available at the delivery address to receive the order;
• The delivery address is inaccessible, incorrect, or falls outside the approved coverage area;
• The recipient refuses to accept the order without a valid reason;
• Entry to the premises is denied (e.g., by building security).

In the event of an unsuccessful delivery caused by any of the above, you will not be entitled to a refund, and the food may be disposed of by the delivery rider or Outlet Partner.

3.8 Handover and Risk

Risk and responsibility for the food pass to you upon handover to you or your authorised recipient, or upon being left at the delivery address pursuant to your instructions (e.g., contactless delivery). Please inspect your order upon receipt and notify us of any issues within the timeframes set out in our Refund Policy.

4. Self-Pickup Service

4.1 Pickup Locations

Self-pickup is available at participating HakShan Outlet Partner locations. Available locations are displayed on the Platform at the time of ordering.

4.2 Pickup Process

• Select "Self-Pickup" as your fulfilment option at checkout and choose your preferred Outlet Partner.
• You will receive a ready-for-collection notification via SMS, WhatsApp, or in-app notification once your order is prepared.
• Proceed to the selected Outlet Partner to collect your order. You may be asked to provide your order number, name, or registered mobile number for verification.

4.3 Collection Window

• Please collect your order promptly once notified.
• Orders not collected within 30 minutes of the ready notification may be discarded at the Outlet Partner's discretion, with no refund given. This is due to food safety and quality considerations.
• If you anticipate a delay in collection, please contact the Outlet Partner directly.

4.4 Outlet Operating Hours

Self-pickup is only available during the operating hours of the selected Outlet Partner. Operating hours are displayed on the Platform and may vary by outlet and by day.

5. Order Accuracy and Packaging

• Each order is packaged by the Outlet Partner in accordance with food safety standards.
• Please check your order upon receipt or collection and notify us of any discrepancies within the timeframes set out in our Refund Policy.
• Packaging is for single-use transport and is not designed for long-term storage. For food safety, please consume promptly.

6. Public Holidays and Special Operating Hours

Operating hours, menu availability, and delivery coverage may be modified during public holidays, festive seasons, or special events. Updates will be reflected on the Platform. We appreciate your understanding during peak periods such as Chinese New Year, Ramadan, and other festive seasons, when delivery times may be extended.

7. Force Majeure

We shall not be liable for any delay or failure to fulfil an order due to events beyond our reasonable control, including but not limited to: adverse weather, natural disasters, floods, power outages, system failures, strikes, civil unrest, pandemics, road closures, or any act or regulation of a government or public authority.

8. Cancellation by Us

We reserve the right to cancel any order, at any time, including after confirmation, if:

• An ingredient or menu item becomes unavailable;
• The Outlet Partner is unable to fulfil the order due to operational issues;
• Your delivery address is outside our coverage area or inaccessible;
• We suspect fraudulent or abusive activity;
• There are circumstances of force majeure;
• There is a pricing, menu, or system error.

In such cases, you will receive a full refund for the affected order, which will be processed to your original payment method in accordance with our Refund Policy.

9. Contact Information for Delivery Issues

For issues relating to delivery or pickup, please contact our customer service team:

For urgent delivery issues while a rider is en route, please contact the rider directly via the contact number provided in your order notification.

10. Governing Law

This Delivery & Pickup Policy is governed by the laws of Malaysia and should be read together with our Terms of Use, Privacy Policy, and Refund Policy.

11. Amendments

We may amend this Delivery & Pickup Policy from time to time. The latest version will always be published on the Platform with the Effective Date updated accordingly.