Terms of service

These are the rules for using Hemong. We have written them to be read, so please do.

Last updated: 7 November 2026Applies in Malaysia

1. Who we are and what these terms cover

Hemong is run by HEMONG DOT ASIA, 201103103176 (002037193-T), [Registered business address] ("Hemong", "we", "us"). These terms cover your use of the Hemong mobile app and this website (together, the "service"). By creating an account or using the service you agree to them. If you do not agree, please do not use it.

Some parts of the service have their own terms. Restaurants agree to our partner terms and delivery riders agree to our rider terms. Our privacy policy explains how we handle your data and our refunds and cancellations policy explains what happens when plans change. The Hemong Contest has its own contest rules, and the optional Connect membership has its own Connect terms.

2. Using Hemong

  • You must be at least [18] years old, or have the permission of a parent or guardian where the law allows.
  • Give us accurate details and keep your account to yourself. You are responsible for what happens under your account, so tell us quickly if you think someone else has got in.
  • Sign in with your own email address or phone number. We send a one time code to confirm it is you.
  • Do not misuse the service. That includes trying to break it, scraping it, pretending to be someone else, or using it for anything unlawful.

3. Ordering food

Hemong is a platform that connects you with restaurants and delivery riders. When you place an order, you are buying the food from the restaurant. We take the order, process the payment and arrange delivery.

  • Menus and prices are set by restaurants. We show the price, the delivery fee and any service fee before you confirm. Prices include any taxes where the law requires them to.
  • Availability. A restaurant may be unable to make an item. If so we will tell you and you can change or cancel the order.
  • Allergies and dietary needs. Restaurants are responsible for the accuracy of their menus. Notes you add to an order are passed to the kitchen, but we cannot promise that a dish is free of any ingredient. If you have a serious allergy, speak to the restaurant directly. Hemong does not certify halal status. Please check a restaurant's own certification if it matters to you.
  • Delivery times are estimates. Traffic, weather and the kitchen's workload can change them.
  • You must be available to receive your order. If we cannot reach you or deliver to the address given, the order may be cancelled and you may still be charged for it.

4. Payments and fees

You can pay in the app or, where it is offered, in cash on delivery. All prices are in Malaysian ringgit. We show you the total before you pay. If a payment fails or is reversed, we may cancel the order and, until it is settled, restrict your account.

Refunds and cancellations are covered in the refunds and cancellations policy.

5. Onway rides

Onway lets drivers list trips they are already making and lets passengers request a seat. Hemong provides the platform. Hemong is not a transport operator, does not employ drivers, and is not a party to the arrangement between a driver and a passenger.

  • Verification. Drivers submit documents that a person at Hemong reviews before they can offer a ride. The verified badge means we reviewed those documents on the date shown. It is not a guarantee about a driver's conduct, driving or vehicle at any later time.
  • Price. Drivers list a price per seat. Passengers can propose a different price within the range the app allows. A booking is agreed when both sides accept in the app.
  • Your responsibilities. Drivers must hold the licences, insurance and road tax the law requires and must keep their documents up to date. Everyone must treat each other with respect, turn up on time, and follow the law and road rules.
  • Cancelling. Cancellation rules depend on how close the trip is and are shown in the app. See the refunds and cancellations policy.
  • Check that the car and driver match the booking before you travel. If something feels wrong, do not travel and tell us.

6. Hemong Points

You earn Hemong Points when an order is delivered, as set out in the app. Points are a reward for using the service. They cannot be bought, have no cash value and cannot be exchanged for money. We may change how points are earned or used, or end the programme, with reasonable notice in the app. Points may be removed if an order is refunded or if we find misuse.

7. Reviews and what you share

You can rate orders and leave comments. Keep them honest, relevant and free of abuse, personal data and anything unlawful. You keep ownership of what you write, and you give us a licence to show it in the service and to restaurants, including to reply to it. We may remove content that breaks these terms.

8. Acceptable use

Do not use Hemong to harass or threaten anyone, to commit fraud (including abusing refunds, promotions or points), to share content that is unlawful or hateful, or to interfere with how the service works. We may suspend or end an account that breaks these rules.

9. Our content and brand

The Hemong name, logo, app and website belong to us or our licensors. You may use the service as intended, but you may not copy it, reverse engineer it or use our brand without written permission.

10. Our responsibility to you

We work hard to keep the service available and accurate, but it is provided on an "as is" and "as available" basis. We are responsible for what we are required to be under Malaysian law, including the Consumer Protection Act 1999, and nothing in these terms limits rights you have that cannot be limited. Subject to that, we are not liable for the food a restaurant prepares, for what drivers or riders do, or for losses we could not reasonably have predicted. Our total liability to you for any one claim is limited to the amount you paid for the order or booking in question, except where the law does not allow such a limit.

11. Suspension and ending your account

You can stop using Hemong and delete your account at any time. See how to delete your account. We may suspend or end your access if you break these terms or if we need to protect other people or the service. Where we can, we will tell you why.

12. Changes to these terms

We may update these terms. For changes that matter, we will tell you in the app or by email before they apply. If you keep using Hemong after the change, you accept the new terms.

13. Law and disputes

These terms are governed by the laws of Malaysia. Please contact us first at support@hemong.asia so we can try to fix a problem together. If we cannot, the courts of Malaysia have jurisdiction, and you keep any right you have to go to the Tribunal for Consumer Claims.

Questions? Write to support@hemong.asia, or to HEMONG DOT ASIA, 201103103176 (002037193-T), [Registered business address].