Refund & Withdrawal Policy

1. Escrow Model

Mongjee operates an escrow payment model. When a Buyer places an order, payment is processed immediately by Razorpay and held in escrow. The Personal Shopper sources and sends the item. The Buyer then confirms receipt in the app, and only then is the payout released to the Shopper.

Confirming receipt is the only thing that releases it. The Shopper marking an order as shipped does not, a delivery estimate passing does not, and there is no timer that pays a Shopper out on the Buyer's behalf. Where an item is attached to a trip, it cannot be bought before that trip starts, so a payment is never held for longer than the trip itself.

2. Refund Eligibility

A Buyer may be eligible for a full or partial refund in the following circumstances:

Non-delivery: The item is not delivered within the agreed timeframe and the Shopper cannot provide proof of shipment.

Significantly not as described: The item received differs materially from the listing (wrong item, severely damaged).

Order cancellation before shipment: The Shopper is unable to source the item and cancels the order. This is common and expected: a shopper cannot promise a shop will still have something in stock.

Platform error: A technical issue results in an incorrect charge.

Refund requests must be submitted before confirming receipt. Once a Buyer confirms receipt, the payout is released and the transaction is final. If an item arrives and something is wrong with it, do not confirm receipt first and raise it afterwards.

3. Non-Refundable Situations

Refunds will not be issued when the Buyer has already confirmed receipt, the Buyer changed their mind about an accurately described item, or delivery is delayed by circumstances outside the Shopper's control such as customs or carrier delays. Mongjee does not arrange shipping, insure shipments or handle customs; those are between the Shopper and the carrier. The Buyer service fee is non-refundable except where the fault lies with the platform.

4. Dispute Process

Step one: message your Personal Shopper in the app. Most problems are a delay or a substitution and are settled here.

Step two: if that does not resolve it, email [email protected] with your order ID, before you confirm receipt. There is no dispute button in the app yet; email is the route, and we would rather say so than point you at something that is not there.

We will review within 5 business days and may ask for evidence such as photos or a shipment reference. If a refund is approved it is processed to the original payment method within 7 to 14 business days. Mongjee's decision is final.

Separately from a refund: if the problem is the person rather than the order, you can report or block them from inside the app at any time. Blocking does not cancel an order or affect money either of you is owed.

5. Personal Shopper Withdrawals

Earnings are released after the Buyer confirms receipt. Shoppers must have bank details saved in the app before they can receive sourcing requests or be paid; only the last four digits of the account are ever displayed back. Once released, a payout typically reaches the bank within 1 to 2 business days. Released and paid are deliberately shown as different states in the app, because a transfer that has been released has not yet landed. Payouts may be withheld if the account is under investigation for policy violations.

6. Currency

All transactions are denominated in Malaysian Ringgit (MYR). Refunds are issued in MYR. Currency conversion losses are not compensated by Mongjee.

7. Contact

For refund or withdrawal enquiries, contact us at [email protected] with your order ID.