Policy
Hey Lucky Cafe & Co Delivery & Ordering Policies
For orders placed through our online ordering platform:
take.app/heyluckycafe
Last Updated: May 2026
Our Commitment
At Hey Lucky Cafe & Co, we value transparency, fairness, food safety, and respectful customer relationships. These policies are designed to protect both our customers and our team while ensuring a smooth delivery and pickup experience.
We endeavor to align our policies with Philippine consumer protection laws, food safety standards, and fair online business practices.
1. Order Confirmation
Orders are only considered confirmed once:
* Payment has been successfully processed; or
* Cash-on-delivery / pay-on-pickup arrangements have been acknowledged by our team.
Customers will receive an order confirmation through the platform or via our team.
In rare situations where an item becomes unavailable after checkout, our team may contact you to:
* Suggest a replacement;
* Partially refund unavailable items; or
* Cancel and fully refund the affected order.
2. Operating Hours
Orders are processed only during official store operating hours.
Orders placed outside operating hours will automatically be prepared on the next business day unless otherwise stated.
During high-volume periods, holidays, weather disturbances, or unforeseen operational issues, preparation and delivery times may be extended.
3. Delivery Coverage
Delivery availability depends on:
* Rider availability;
* Distance from the store;
* Weather conditions;
* Traffic conditions; and
* Safety considerations.
We reserve the right to decline deliveries to locations considered unsafe, inaccessible, or beyond our current delivery capacity.
4. Estimated Delivery Times
Estimated delivery times are approximate only and may vary due to:
* Traffic;
* Weather;
* Rider availability;
* Building access procedures;
* Condominium or village restrictions; and
* Unexpected operational delays.
We will always do our best to communicate significant delays.
5. Customer Responsibility During Delivery
Customers are responsible for:
* Providing accurate delivery details;
* Ensuring someone is available to receive the order;
* Providing accessible contact information;
* Coordinating with riders when necessary.
If the rider cannot complete delivery due to:
* Incorrect address;
* Unreachable customer;
* Refusal to receive the order;
* Excessive waiting time; or
* Security restrictions not disclosed beforehand,
additional delivery fees may apply and refunds may not be available for prepared perishable items.
6. Food Safety & Quality
For food safety reasons:
* Prepared food and beverages should be consumed promptly upon delivery.
* Product quality may naturally change during transit depending on travel time and weather.
* Ice-based drinks, whipped beverages, fried items, and specialty beverages may experience texture or temperature changes during delivery.
Once orders are successfully received, proper storage and handling become the customer’s responsibility.
We are unable to accept returns of consumed food except in cases involving:
* Incorrect orders;
* Missing items;
* Food safety concerns;
* Defective or compromised products; or
* Service-related issues.
7. Allergies & Dietary Information
While we do our best to accommodate dietary preferences and ingredient requests, our kitchen handles common allergens including:
* Dairy;
* Eggs;
* Gluten;
* Nuts;
* Soy; and
* Other possible allergens.
We cannot guarantee a completely allergen-free environment.
Customers with severe allergies are encouraged to inform us before ordering.
8. Refunds, Replacements & Order Concerns
We aim to resolve concerns fairly and compassionately.
Customers may report concerns involving:
* Missing items;
* Incorrect items;
* Damaged orders;
* Undelivered orders;
* Quality concerns; or
* Payment concerns.
Please contact us as soon as possible after receiving your order.
Depending on the situation, remedies may include:
* Replacement;
* Store credits;
* Partial refund; or
* Full refund.
Refunds are evaluated based on the circumstances of each order and in accordance with applicable Philippine consumer protection laws.
We do not impose a “No Refund” or “No Return” policy for defective products or service-related issues, consistent with Philippine consumer protection regulations. (respicio.ph)
However, refunds may not apply in situations involving:
* Change of mind after preparation has started;
* Customer ordering mistakes;
* Incorrect addresses provided by the customer;
* Failure to receive the order;
* Delays caused by customer inaccessibility; or
* Product dissatisfaction based solely on personal preference.
9. Cancellation Policy
Customers may request cancellations immediately after placing an order.
However, once food or beverages have already entered preparation, cancellation requests may no longer be eligible for a full refund due to ingredient usage, labor, and food wastage.
If cancellation occurs before preparation begins, eligible payments may be refunded subject to payment processor timelines.
Hey Lucky Cafe & Co also reserves the right to cancel orders due to:
* Product unavailability;
* Operational limitations;
* Safety concerns;
* Suspected fraudulent activity;
* Abuse toward staff or riders; or
* Force majeure events.
Eligible prepaid amounts for canceled orders initiated by the store will be refunded.
10. Failed Deliveries
A delivery may be considered failed if:
* The customer cannot be contacted within a reasonable period;
* The address provided is inaccurate or incomplete;
* The rider is denied access;
* The customer refuses to receive the order; or
* Conditions become unsafe for delivery.
For perishable products already prepared and dispatched, refunds may not be available for failed deliveries caused by customer-related issues.
11. Pickup Orders
Customers selecting pickup are encouraged to claim orders promptly.
Prepared food and beverages left unclaimed for extended periods may experience changes in quality, texture, or temperature.
Orders not claimed within a reasonable timeframe may be considered abandoned.
12. Promotions, Discounts & Gift Certificates
Promotional offers:
* Cannot be combined unless otherwise stated;
* Are subject to availability;
* May have limited redemption periods; and
* May be modified or discontinued without prior notice.
Gift certificates:
* Are non-convertible to cash;
* Must be presented upon redemption if applicable;
* Cannot be replaced if lost unless officially recorded in our system; and
* May be subject to verification.
13. Respectful Conduct Policy
We strive to maintain a respectful, calm, and compassionate environment for both customers and staff.
Harassment, abusive language, threats, discrimination, or inappropriate conduct toward team members, riders, or other customers may result in:
* Refusal of service;
* Order cancellation;
* Membership review; or
* Restriction from future transactions.
14. Privacy & Data
Customer information collected through our ordering platform is used only for:
* Order fulfillment;
* Customer communication;
* Delivery coordination;
* Payment processing; and
* Customer support.
We endeavor to handle customer information responsibly and in accordance with applicable Philippine data privacy regulations.
15. Force Majeure
Hey Lucky Cafe & Co shall not be held liable for delays, interruptions, or inability to fulfill orders caused by events beyond reasonable control, including but not limited to:
* Severe weather;
* Floods;
* Earthquakes;
* Power interruptions;
* Internet outages;
* Transportation disruptions;
* Government restrictions;
* Public emergencies; or
* Labor disruptions.
16. Contact & Resolution
For questions, concerns, or order issues, customers may contact us through our official channels listed on:
take.app/heyluckycafe
We appreciate respectful communication and will do our best to resolve concerns fairly, thoughtfully, and promptly.
Legal Note
These policies are intended to align with Philippine consumer protection and e-commerce principles, including the Consumer Act of the Philippines (RA 7394), the E-Commerce Act (RA 8792), and applicable DTI guidance.
For orders placed through our online ordering platform:
take.app/heyluckycafe
Last Updated: May 2026
Our Commitment
At Hey Lucky Cafe & Co, we value transparency, fairness, food safety, and respectful customer relationships. These policies are designed to protect both our customers and our team while ensuring a smooth delivery and pickup experience.
We endeavor to align our policies with Philippine consumer protection laws, food safety standards, and fair online business practices.
1. Order Confirmation
Orders are only considered confirmed once:
* Payment has been successfully processed; or
* Cash-on-delivery / pay-on-pickup arrangements have been acknowledged by our team.
Customers will receive an order confirmation through the platform or via our team.
In rare situations where an item becomes unavailable after checkout, our team may contact you to:
* Suggest a replacement;
* Partially refund unavailable items; or
* Cancel and fully refund the affected order.
2. Operating Hours
Orders are processed only during official store operating hours.
Orders placed outside operating hours will automatically be prepared on the next business day unless otherwise stated.
During high-volume periods, holidays, weather disturbances, or unforeseen operational issues, preparation and delivery times may be extended.
3. Delivery Coverage
Delivery availability depends on:
* Rider availability;
* Distance from the store;
* Weather conditions;
* Traffic conditions; and
* Safety considerations.
We reserve the right to decline deliveries to locations considered unsafe, inaccessible, or beyond our current delivery capacity.
4. Estimated Delivery Times
Estimated delivery times are approximate only and may vary due to:
* Traffic;
* Weather;
* Rider availability;
* Building access procedures;
* Condominium or village restrictions; and
* Unexpected operational delays.
We will always do our best to communicate significant delays.
5. Customer Responsibility During Delivery
Customers are responsible for:
* Providing accurate delivery details;
* Ensuring someone is available to receive the order;
* Providing accessible contact information;
* Coordinating with riders when necessary.
If the rider cannot complete delivery due to:
* Incorrect address;
* Unreachable customer;
* Refusal to receive the order;
* Excessive waiting time; or
* Security restrictions not disclosed beforehand,
additional delivery fees may apply and refunds may not be available for prepared perishable items.
6. Food Safety & Quality
For food safety reasons:
* Prepared food and beverages should be consumed promptly upon delivery.
* Product quality may naturally change during transit depending on travel time and weather.
* Ice-based drinks, whipped beverages, fried items, and specialty beverages may experience texture or temperature changes during delivery.
Once orders are successfully received, proper storage and handling become the customer’s responsibility.
We are unable to accept returns of consumed food except in cases involving:
* Incorrect orders;
* Missing items;
* Food safety concerns;
* Defective or compromised products; or
* Service-related issues.
7. Allergies & Dietary Information
While we do our best to accommodate dietary preferences and ingredient requests, our kitchen handles common allergens including:
* Dairy;
* Eggs;
* Gluten;
* Nuts;
* Soy; and
* Other possible allergens.
We cannot guarantee a completely allergen-free environment.
Customers with severe allergies are encouraged to inform us before ordering.
8. Refunds, Replacements & Order Concerns
We aim to resolve concerns fairly and compassionately.
Customers may report concerns involving:
* Missing items;
* Incorrect items;
* Damaged orders;
* Undelivered orders;
* Quality concerns; or
* Payment concerns.
Please contact us as soon as possible after receiving your order.
Depending on the situation, remedies may include:
* Replacement;
* Store credits;
* Partial refund; or
* Full refund.
Refunds are evaluated based on the circumstances of each order and in accordance with applicable Philippine consumer protection laws.
We do not impose a “No Refund” or “No Return” policy for defective products or service-related issues, consistent with Philippine consumer protection regulations. (respicio.ph)
However, refunds may not apply in situations involving:
* Change of mind after preparation has started;
* Customer ordering mistakes;
* Incorrect addresses provided by the customer;
* Failure to receive the order;
* Delays caused by customer inaccessibility; or
* Product dissatisfaction based solely on personal preference.
9. Cancellation Policy
Customers may request cancellations immediately after placing an order.
However, once food or beverages have already entered preparation, cancellation requests may no longer be eligible for a full refund due to ingredient usage, labor, and food wastage.
If cancellation occurs before preparation begins, eligible payments may be refunded subject to payment processor timelines.
Hey Lucky Cafe & Co also reserves the right to cancel orders due to:
* Product unavailability;
* Operational limitations;
* Safety concerns;
* Suspected fraudulent activity;
* Abuse toward staff or riders; or
* Force majeure events.
Eligible prepaid amounts for canceled orders initiated by the store will be refunded.
10. Failed Deliveries
A delivery may be considered failed if:
* The customer cannot be contacted within a reasonable period;
* The address provided is inaccurate or incomplete;
* The rider is denied access;
* The customer refuses to receive the order; or
* Conditions become unsafe for delivery.
For perishable products already prepared and dispatched, refunds may not be available for failed deliveries caused by customer-related issues.
11. Pickup Orders
Customers selecting pickup are encouraged to claim orders promptly.
Prepared food and beverages left unclaimed for extended periods may experience changes in quality, texture, or temperature.
Orders not claimed within a reasonable timeframe may be considered abandoned.
12. Promotions, Discounts & Gift Certificates
Promotional offers:
* Cannot be combined unless otherwise stated;
* Are subject to availability;
* May have limited redemption periods; and
* May be modified or discontinued without prior notice.
Gift certificates:
* Are non-convertible to cash;
* Must be presented upon redemption if applicable;
* Cannot be replaced if lost unless officially recorded in our system; and
* May be subject to verification.
13. Respectful Conduct Policy
We strive to maintain a respectful, calm, and compassionate environment for both customers and staff.
Harassment, abusive language, threats, discrimination, or inappropriate conduct toward team members, riders, or other customers may result in:
* Refusal of service;
* Order cancellation;
* Membership review; or
* Restriction from future transactions.
14. Privacy & Data
Customer information collected through our ordering platform is used only for:
* Order fulfillment;
* Customer communication;
* Delivery coordination;
* Payment processing; and
* Customer support.
We endeavor to handle customer information responsibly and in accordance with applicable Philippine data privacy regulations.
15. Force Majeure
Hey Lucky Cafe & Co shall not be held liable for delays, interruptions, or inability to fulfill orders caused by events beyond reasonable control, including but not limited to:
* Severe weather;
* Floods;
* Earthquakes;
* Power interruptions;
* Internet outages;
* Transportation disruptions;
* Government restrictions;
* Public emergencies; or
* Labor disruptions.
16. Contact & Resolution
For questions, concerns, or order issues, customers may contact us through our official channels listed on:
take.app/heyluckycafe
We appreciate respectful communication and will do our best to resolve concerns fairly, thoughtfully, and promptly.
Legal Note
These policies are intended to align with Philippine consumer protection and e-commerce principles, including the Consumer Act of the Philippines (RA 7394), the E-Commerce Act (RA 8792), and applicable DTI guidance.