Fulfilment Policy

This Fulfilment Policy explains how and when customers will receive the products and services purchased through HOTPIE GROUP SDN. BHD. (“we”, “us”, “our”) via HotPie / HeyU / Hotpieinternational.com.

1. Nature of Products & Services

1.1 All products and services offered on this website and/or mobile applications are primarily digital in nature, including but not limited to:

• In-app credits / virtual currency
   

• Memberships or subscriptions
   

• Access to digital features, tools or promotions
   

• Other non-physical, online services
   

1.2 Unless expressly stated otherwise, no physical goods will be shipped to the customer.

2. Order Confirmation

2.1 After a successful payment, customers will receive an on-screen confirmation and/or email notification summarising the transaction details.

2.2 It is the customer’s responsibility to ensure that:

• The account details provided are correct; and
   

• The email address and contact information are accurate and accessible.
   

3. Fulfilment Timeline (Digital Credits & Services)

3.1 For digital credits, virtual currency or in-app services, fulfilment is generally instant or within a short processing period.

3.2 In most cases, the purchased credits or services will be reflected in the customer’s account within a few minutes after successful payment.

3.3 In rare cases (e.g. system delay, network issues, third-party gateway latency), fulfilment may take up to 24 hours.

3.4 All fulfilment times stated are based on Malaysia Time (GMT+8).

4. If Fulfilment Is Delayed or Not Received

4.1 If the purchased credits or services are not reflected in the customer’s account after the stated timeframe, the customer should:

• Log out and log back into the app/website; and
   

• Check for updated balance / entitlements; and
   

• If still not updated, contact us with the following information:
   

  • Full name
     

  • Registered email / phone number
     

  • Date and time of transaction
     

  • Payment method used
     

  • Transaction reference number / screenshot (if available)
     

4.2 Customers can contact us via:

• Email: heyutechnologies@gmail.com
   

• Phone / WhatsApp: +60172359860
   

• Customer Service Hours: Monday – Friday, 10:00am – 7:00pm (GMT+8)
   

4.3 We will review the case and, where appropriate, manually verify the payment with our payment gateway / bank and update the account accordingly.

5. Multiple Purchases & Duplicate Transactions

5.1 If multiple transactions are made by the customer (whether intentionally or by mistake), the corresponding credits / services will be fulfilled for each successful transaction.

5.2 If a duplicate charge occurs due to technical error, the customer must contact us with transaction proof. After verification, we will:

• Either credit the equivalent value into the customer’s account; or
   

• Process a resolution in line with our Refund & Cancellation Policy.
   

6. Fraud, Security & Verification

6.1 We reserve the right to delay or withhold fulfilment if a transaction is flagged for potential:

• Fraudulent activity
   

• Payment dispute or chargeback
   

• Violation of our Terms of Use
   

6.2 In such cases, we may request additional verification from the customer (e.g. identity confirmation, proof of payment) before processing the fulfilment.

7. System Maintenance & Downtime

7.1 From time to time, our platform or payment gateway may undergo scheduled maintenance or experience unplanned downtime.

7.2 During such periods, fulfilment may be temporarily delayed. We will make reasonable efforts to:

• Notify users in advance for planned maintenance; and
   

• Restore services and fulfil pending transactions as soon as reasonably possible.
   

8. Physical Products

8.1 If any physical products are offered in future, shipping charges, delivery times and courier details will be clearly stated at checkout.

8.2 Estimated delivery times are indicative only and may vary based on courier performance and location.

8.3 Tracking information (where available) will be provided to customers once the order has been dispatched.

9. Contact & Support

If you have any questions regarding this Fulfilment Policy or the status of your order, please contact:

HOTPIE GROUP SDN. BHD.
Email: heyutechnologies@gmail.com
Phone: +60172359860
Business Address: F-3A-16, IOI Boulevard, Jalan Kenari 5, Bandar Puchong Jaya, 47100 Puchong, Selangor, Malaysia.
Customer Service Hours: Monday – Friday, 10:00am – 7:00pm (GMT+8)