Cancellation & Refund Policy
Effective 1 November 2026 · Version 1.0
This policy explains when you can cancel a Blink delivery, what it costs, and how and when you get money back. It forms part of our Terms of Service. Blink is operated by Exodia Labs Sdn Bhd.
1. When cancelling is free
- Before a driver has been assigned to your order.
- Within 5 minutes after a driver is assigned.
- If no driver accepts your order and it expires.
- If Blink or the driver cancels for a reason that is not your fault (for example, the driver's vehicle breaks down).
- Scheduled orders, any time before a driver is assigned to them.
You can cancel from the order page in the app or on the website. Before you confirm, the app shows the exact fee (if any).
2. Cancellation fees
More than 5 minutes after a driver is assigned: 50% of the base fare of the vehicle you booked.
After the driver has arrived at the pickup: 100% of the base fare.
Once the goods have been picked up, the order can no longer be cancelled; contact support if you need to change it.
| Vehicle | Fee after grace period | Fee once driver is at pickup |
|---|---|---|
| Motorcycle | RM 2.50 | RM 5.00 |
| Car | RM 6.00 | RM 12.00 |
| 4x4 Pickup | RM 15.00 | RM 30.00 |
| Van | RM 22.50 | RM 45.00 |
| 1-Tonne Lorry | RM 40.00 | RM 80.00 |
| 10ft Lorry | RM 60.00 | RM 120.00 |
| 14ft Lorry | RM 90.00 | RM 180.00 |
| 17ft Lorry | RM 130.00 | RM 260.00 |
| Reefer Van | RM 35.00 | RM 70.00 |
| Reefer Lorry | RM 125.00 | RM 250.00 |
Cancellation fees compensate the driver for their time and travel, and most of the fee is paid to them.
3. No-show at the pickup
If the driver arrives at the pickup and nobody hands over the goods, the driver must wait at least 15 minutes and try to contact you before they can mark the order as a no-show. Our system checks the driver's GPS to confirm they were at the pickup (within about 150 metres) for the waiting time.
A confirmed no-show is charged at 100% of the base fare (the same as cancelling with the driver at the pickup).
If you believe a no-show fee is wrong, you can dispute it once per order from the order page within 7 days of the cancellation. Our team reviews the driver's location trail and contact attempts and refunds the fee if the no-show was not justified.
4. Refunds of online payments
If you paid online and cancel, we automatically refund the amount you paid minus any cancellation fee. You do not need to ask.
Refunds go back to the original payment method through our payment processor Curlec. We start the refund immediately (normally within 1 business day). Your bank or card issuer then usually takes 5 to 10 business days to show it on your statement; e-wallet and FPX refunds are often faster.
If you prefer, support can credit the refund to your Blink wallet instead, where it is available straight away.
If a payment reaches us after an order was already cancelled, it is refunded in full automatically.
If you were charged twice or charged an amount that does not match your receipt, contact us and we will refund the difference.
5. Wallet, cash and credit-account orders
Orders paid from your Blink wallet are refunded to the wallet immediately.
For cash and recipient-pays orders nothing is collected before delivery. If a cancellation or no-show fee applies, it is added to your account balance and taken from your next payment or wallet balance.
For business credit accounts, fees and credits appear on the next invoice.
6. Failed deliveries and returns
If the driver cannot deliver (for example, the recipient is unreachable or refuses the goods), the driver contacts you and the recipient and, on your instruction, returns the goods to the pickup. Returning to sender is charged at 50% of the vehicle's base fare in addition to the original fare, because the driver makes the trip twice.
If a delivery fails because of a mistake by Blink or the driver, there is no return fee and you can ask for the delivery to be retried free of charge or for a refund.
7. Problems with the service
If the delivery was very late, the driver did not follow your instructions, or you were charged a fee you think is wrong, tell us within 7 days. Where we agree the service fell short, we refund part or all of the fare to your original payment method or wallet.
Loss or damage: open a claim from the order page within 7 days after the order is completed, with up to 6 photos and proof of the value of the goods. We aim to decide within 48 hours of receiving everything we need. Approved claims are paid to your original payment method, wallet or bank account up to the limits in our Terms (RM 200.00 per order, or your Goods Protection cover if you added it).
Goods Protection fees are refunded if the order is cancelled before pickup.
8. How to request a refund or raise a dispute
- Open the order in the app or at blinkapp.asia/orders and choose Help with this order; or
- use the form at blinkapp.asia/contact; or
- email support@blinkapp.asia with your order code.
We reply within 1 business day and resolve most refund requests within 7 days. If you paid by card and also raise a chargeback with your bank, please tell us, so we do not refund you twice.
If you are not satisfied with our decision, you can escalate to the Tribunal for Consumer Claims Malaysia or the National Consumer Complaints Centre. Your rights under the Consumer Protection Act 1999 are not affected by this policy.