Refund Policy
Last updated: 1 June 2026
This Refund Policy sets out the circumstances under which Dream Vending will issue refunds, credits, or exchanges for its products and services. Because our services vary significantly in nature — from physical machine sales to in-person coaching and management agreements — refund eligibility differs by service category.
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Please read the section relevant to your service before submitting a refund request. If you are unsure, contact us and we will guide you through the process.
SECTION 1
Our commitment
We stand behind the quality of our services and products. Our goal is always to resolve issues fairly and promptly. Where a refund is warranted under this policy, we will process it without delay. Where a refund is not applicable, we will clearly explain why and work with you to find a reasonable alternative resolution.
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This policy is consistent with and supplementary to the Consumer Protection (Fair Trading) Act of Singapore. Nothing in this policy limits any rights you may have under Singapore consumer protection law.
If you have a concern about a product or service, please reach out before escalating. Most issues can be resolved quickly through direct communication.
SECTION 2
Quick Reference Summary
The table below provides a high-level overview. Please refer to the service-specific sections below for full terms.
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Defective machine (sales)
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Incorrect drinks order
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Damaged goods on delivery
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Repair not carried out
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Overpayment or billing error
Refund Available
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Coaching balance (excl. deposit)
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Management service termination
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Machine rental early exit
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Cancelled repair (late notice)
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Order cancellation after dispatch
Case-by-case / Partial
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SGD 500 coaching deposit
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Coaching sessions used/missed
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Delivered machines (no defect)
Consumed or perishable goods
Franchise application fee
Non-refundable
SECTION 3
Machine Sales
DEFECTIVE MACHINE
Refund or Replacement
​UNDISCLOSED MATERIAL DEFECT
Full Refund
CHANGE OF MIND
Not Eligible
​CLAIM WINDOW
7 days from delivery
Machines are sold in the condition described at the point of sale. Refunds or replacements are available in the following circumstances:
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The machine has a material defect that was not disclosed prior to purchase and was not caused by the buyer
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The machine is significantly different from what was agreed in writing at the time of sale
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The machine fails to function within 7 days of delivery due to a pre-existing fault
Defect claims must be submitted in writing within 7 days of delivery or collection. Claims submitted after this period will be assessed at our discretion. We reserve the right to inspect the machine before processing any refund or replacement. Damage caused by misuse, improper installation by a third party, or events after delivery is not covered.
SECTION 4
Machine Rental
ADVANCED RENTAL PAID
​Pro-rated refund
MACHINE DEFECT (OUR FAULT)
Credit or Refund
EARLY TERMINATION FEE
As per rental agreement
NOTICE PERIOD
​As per rental agreement
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Where rental is paid in advance and you terminate the agreement with proper notice, we will refund the unused portion on a pro-rated basis, less any applicable early termination fee stated in your rental agreement
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Where a machine failure attributable to Dream Vending causes extended downtime (exceeding 7 consecutive days after notification), we will issue a rental credit for the downtime period
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Rental fees paid for periods where the machine was operational are not refundable
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The deposit paid at the commencement of the rental is refundable at the end of the rental term, subject to the machine being returned in the condition it was received (fair wear and tear excepted)
SECTION 5
Repair & Servicing
REPAIR NOT COMPLETED
Full Refund of Labour
SAME FAULT RECURS (30 DAYS)
Free Repair
PARTS ALREADY USED
Parts Cost Non-Refundable
CANCELLATION (24+ HRS NOTICE)
No Charge
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If a repair is cancelled by the client withat least 24 hours' notice, no charge is incurred
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If a repair visit is cancelled with less than 24 hours' notice, a call-out fee may be charged
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If we are unable to complete a repair and no work was carried out, any advance payment will be refunded in full
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If parts have been installed but the fault could not be resolved, labour charges may still apply at our discretion, but the cost of parts installed will remain payable
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A 30-day workmanship warranty applies to all repairs. If the same fault recurs within 30 days of our repair, we will re-attend at no additional labour charge
SECTION 6
Drinks Supply & Shop
INCORRECT ORDER DELIVERED
Full Replacement or Refund
CHANGE OF MIND (UNOPENED)
At Our Discretion
DAMAGED GOODS ON DELIVERY
Replacement or Refund
CLAIM WINDOW
24 hours from delivery
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All delivered goods must be inspected upon receipt. Claims for incorrect, damaged, or missing items must be submitted in writing within 24 hours of delivery
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Where goods are confirmed to be damaged, incorrectly supplied, or not as ordered, we will arrange a replacement delivery or issue a refund — at our discretion based on the circumstances
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Perishable goods (drinks, snacks) may not be returned once delivered, unless they are defective, past their expiry date at the time of delivery, or incorrectly supplied
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For non-perishable items (accessories, parts), returns may be accepted within 7 days if goods are unused, in original packaging, and in a resaleable condition. Return shipping costs are the responsibility of the client unless the return is due to our error
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Orders cancelled before dispatch will receive a full refund. Orders cancelled after dispatch are not eligible for a refund unless the goods are defective
SECTION 7
Vending 121 Coaching Programme
SGD 500 BOOKING DEPOSIT
Non-Refundable
SESSIONS USED OR MISSED
Non-Refundable
BALANCE PAID (UNUSED SESSIONS)
At Our Discretion
RESCHEDULE (24+ HRS NOTICE)
No Charge
The SGD 500 booking deposit is strictly non-refundable under all circumstances, including cancellation, postponement, or change of mind. This is clearly communicated at the time of booking and forms part of the programme terms.
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Sessions that have been delivered are non-refundable regardless of outcome or satisfaction
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Sessions missed by the client without at least 24 hours' written notice are deemed used and are non-refundable
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Sessions rescheduled with at least 24 hours' written notice may be rearranged at a mutually agreed time at no additional charge
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If you wish to cancel the programme after the deposit has been paid but before sessions have commenced, any balance paid beyond the deposit may be considered for partial refund at our sole discretion, taking into account any preparation work already undertaken on your behalf
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We do not offer refunds on the basis of dissatisfaction with outcomes. Coaching results depend on individual effort, commitment, and market conditions beyond our control
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Package upgrades are permitted at any time by paying the difference. The non-refundable deposit applies to the upgraded package
SECTION 8
Logistics Management Service
ADVANCED FEES (UNUSED PERIOD)
Pro-rated Refund
SERVICE FAILURE BY US
Credit or Partial Refund
REVENUE OWNED TO CLIENT
Settled within 30 days
EARLY TERMINATION (CLIENT)
Per management agreement
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Where management fees are paid in advance and the agreement is terminated, any unused portion will be refunded on a pro-rated basis less any applicable termination fees stated in the management agreement
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Any revenue collected on your behalf and not yet remitted will be paid out within 30 days of termination of the agreement
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Where a material service failure on our part is established, we will issue a credit or partial refund of management fees for the affected period
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Refunds are not available for management fees covering periods where services were delivered as agreed
SECTION 9
Franchise
FRANCHISE APPLICATION FEE
Non-Refundable
FRANCHISE FEE (POST-LAUNCH)
Non-Refundable
FRANCHISE FEE (PRE-LAUNCH)
At Our Discretion
ROYALTIES PAID
Non-Refundable
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Franchise application fees are non-refundable once submitted, regardless of whether a franchise agreement is executed
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Where a franchise fee has been paid and the agreement has not yet commenced, a refund may be considered at our sole discretion, less any costs already incurred in onboarding preparation
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Once a franchise has commenced operations, franchise fees and royalties are non-refundable
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Refund entitlements on termination of a franchise agreement are governed by the terms of the franchise agreement itself
SECTION 10
How to Request a Refund
To request a refund, please follow these steps. Requests that do not include the required information may be delayed.
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Contact us in writing
Email hello@dreamvending.sg with the subject line "Refund Request — [Your Name] — [Service]". WhatsApp messages are accepted for initial contact but a written email record is required to process your request. -
Include the required details
Your full name, contact number, the service or product in question, date of purchase or engagement, the reason for your refund request, and any supporting documentation (e.g. photos of damaged goods, invoice number, or order confirmation). -
We'll assess and respond
We will acknowledge your request within 2 business days and provide a decision within 7 business days. Where further investigation is needed (e.g. inspection of a returned machine), we will advise you of the timeline. -
Approved refunds are processed promptly
Approved refunds are returned via the original payment method where possible. Where this is not practicable, we will agree an alternative method with you. See Section 11 for processing timelines.
SECTION 11
Process Timeline
Once a refund has been approved, the time to receive your funds depends on the payment method used:
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PayNow: 1 – 2 business days
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Bank Transfer (GIRO): 3 – 5 business days
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Credit / Debit Card: 5 – 10 business days
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Cash: 3 – 5 business days
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Account Credit: 1 business days
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Processing times begin from the date the refund is approved, not the date the request is submitted. Delays may occur during public holidays or due to third-party bank processing times outside our control.
SECTION 12
Non-Refundable Items Summary
For clarity, the following are non-refundable under all circumstances unless explicitly stated otherwise in a separate written agreement:
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The SGD 500 booking deposit for the Vending 121 Coaching Programme
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Any coaching sessions that have been delivered, regardless of satisfaction with outcomes
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Coaching sessions missed without 24 hours' notice
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Franchise application fees once submitted
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Franchise fees and royalties once the franchise has commenced operations
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Drinks, snacks, and other perishable goods once delivered (except where defective or incorrectly supplied)
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Machines already delivered and accepted without a material defect
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Management fees for periods where services were delivered as agreed
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Any fees relating to work already carried out by our technicians, regardless of outcome
If you believe your situation involves exceptional circumstances not covered by this policy, please contact us. We consider genuine hardship or error cases on their individual merits.
SECTION 13
Disputes
If you are unsatisfied with our decision on your refund request, please let us know in writing within 14 days of our decision. We will escalate the matter internally and respond with a final position within 7 business days.
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If you remain unsatisfied after our internal review, you may explore the following options under Singapore law:
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Small Claims Tribunal: For claims not exceeding SGD 20,000 (or SGD 30,000 by consent), you may file a claim at the Small Claims Tribunals of Singapore
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Consumer Association of Singapore (CASE): You may seek assistance from CASE for consumer-related disputes
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Mediation: We are open to voluntary mediation through the Singapore Mediation Centre as a cost-effective alternative to litigation
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All disputes are governed by the laws of Singapore. Please refer to our Terms & Conditions for full dispute resolution terms.
SECTION 14
Contact us
For all refund requests, billing questions, or policy clarifications, please get in touch using the details below. We aim to acknowledge all enquiries within 2 business days.