Cancellations and refunds
Last updated 20 October 2026
This policy applies to Sixty Sip Coffee drink orders. Cancellation due to a change of mind is considered separately from non-delivery, incorrect items or product-quality issues.
Order cancellation conditions
| Order status | Cancellation availability |
|---|---|
| Unpaid | Customers may cancel through the app. Unpaid orders are cancelled automatically after 15 minutes. |
| Paid, awaiting a driver | Customers may cancel through the app while cancellation remains available through the delivery provider. |
| Driver assigned | Cancellation through the app is unavailable. Customer support must confirm whether the delivery provider can still accept cancellation. |
| Driver has collected the order | Cancellation due to a change of mind is unavailable. Customers may still report product or delivery issues. |
| Delivered | Cancellation due to a change of mind is unavailable. Customers may still report product issues. |
After delivery personnel have been assigned, Lalamove may accept cancellation for a limited period. Staff must confirm availability with the delivery provider; cancellation is not guaranteed. Cancellation due to a change of mind may be unavailable after collection. Customer rights to report product or service issues remain unaffected.
Cancellation by Sixty Sip
- Orders left unpaid for 15 minutes are cancelled automatically. No refund is needed.
- No driver can be found within the required time
- Insufficient warehouse stock after payment has been received
- Warehouse or delivery issues that prevent order fulfilment
If payment has been received but the order cannot be fulfilled, Sixty Sip refunds the full amount, including delivery fees.
Refund methods and timing
Refund approval → refund processing for the payment method → the bank or provider posts the returned funds. Read the method-specific timing below.
PromptPay payments
PromptPay payments are refunded by bank transfer to the customer account. Customers must provide the account name, account number and bank through the app. Sixty Sip transfers the refund within 24 hours after approval and receipt of complete, correct bank details.
Refund approval, transfer processing and receipt of funds are separate stages. The time at which funds appear depends on the bank or payment provider. Customers may contact support with the order number to request a refund-status review.
Credit or debit card via Beam
Sixty Sip requests the refund through Beam to the card used for payment. The refund usually appears within 5–15 business days depending on the card issuer and billing cycle
Bank account details and refund-transfer evidence may be retained for at least 2 years from the transaction date for accounting and refund review. Access is restricted to authorised staff. Records are not automatically deleted at that minimum. Privacy policy
Delivered product issues
Customers receiving incorrect, damaged, spilled or defective drinks should report the issue promptly, preferably within 24 hours of delivery, and provide the order number and available photographs. Reports submitted later remain subject to review based on the facts and applicable customer rights.
Following review, Sixty Sip provides an appropriate remedy, such as replacement drinks or a refund for affected items. Opening or tasting a drink to identify a quality issue does not automatically extinguish customer complaint rights.
Points after a refund
Points earned from refunded purchases are reversed. Where a coupon used for the order is eligible for restoration, the updated status is displayed in the customer account.
Refund enquiries
For refund enquiries, use the contact page The order number is required for efficient review.
This policy does not limit customer rights under consumer protection law.