Terms and Conditions
These Terms and Conditions (the "Terms") govern the use of the FIRSTMATE ordering application (the "App") and the FIRSTMATE Rewards programme, operated by SLOW LABO SDN BHD ("we", "us" or "our"). By placing an order through the App or registering as a member, you agree to be bound by these Terms.
1. Membership
Membership of FIRSTMATE Rewards is free of charge. Registration requires a Malaysian or Singaporean mobile number, verified by a one-time password (OTP). Each mobile number may be registered to one account only. You are responsible for keeping your account secure and for all activity carried out under it.
2. Orders
Orders may be placed for dine-in or pickup at our premises only; we do not offer delivery. An order is confirmed only upon successful payment. We reserve the right to decline or cancel an order where an item is unavailable, where our premises are closed, or where there are reasonable grounds to suspect misuse, in which case a full refund will be made.
3. Prices and payment
All prices are stated in Ringgit Malaysia (RM) and are inclusive of any applicable tax shown at checkout. Payment is made online at the time of ordering through our appointed payment service provider. We do not collect or store payment card details.
4. Points and membership tiers
Points are awarded on paid orders in accordance with the member's tier and the rates published in the App. Points have no cash value and may not be transferred, sold or exchanged for cash. Membership tiers are determined by spending in the preceding twelve (12) months.
5. Vouchers
Vouchers are subject to the conditions stated on each voucher, including minimum spend, eligible items and validity period. Only one voucher may be used per order. A voucher is deemed used upon successful payment and may not be exchanged for cash.
6. Refunds and cancellations
Refunds and cancellations are governed by our Refunds and Cancellations Policy, which forms part of these Terms.
7. Limitation of liability
To the fullest extent permitted by law, our liability arising from any order shall not exceed the amount paid for that order.
8. Changes to these Terms
We may amend these Terms, the rewards programme and membership tiers from time to time. The current version will always be published in the App, and continued use of the App constitutes acceptance of the amended Terms.
9. Governing law
These Terms are governed by the laws of Malaysia, and any dispute shall be subject to the exclusive jurisdiction of the courts of Malaysia.
10. Contact
Enquiries regarding these Terms may be directed to us using the contact details published on the Help page.
Ordering and Collection
This Ordering and Collection Policy sets out how orders placed through the FIRSTMATE App, operated by SLOW LABO SDN BHD, are prepared and handed over.
1. Order types
Orders may be placed for dine-in or for pickup at our premises. We do not offer delivery.
2. Dine-in
Dine-in orders are placed by scanning the QR code on your table or by entering your table number. Orders will be served to your table.
3. Pickup
Pickup orders are prepared as soon as payment is confirmed. The estimated ready time is shown in the App, and your preferred name will be called at the counter when your order is ready.
4. Operating hours
Orders are accepted during our operating hours, up to a short period before closing. Current operating hours and any holiday closures are published on the Help page.
5. Prices and payment
All prices are stated in Ringgit Malaysia (RM). Any applicable tax is shown before payment. Payment is made online at the time of ordering through our appointed payment service provider; we do not collect or store payment card details.
6. Order records
A record of each order, including its receipt, is available in the App under My Orders.
Refunds and Cancellations
This Refunds and Cancellations Policy forms part of the Terms and Conditions of SLOW LABO SDN BHD ("we", "us" or "our") for orders placed through the FIRSTMATE App.
1. Prepared items
As all food and beverages are prepared to order, items cannot be returned once they have been prepared.
2. Incorrect, missing or unsatisfactory items
Where an item is incorrect, missing or unsatisfactory, please inform our staff and we will remake it promptly. Where the item cannot be remade, or where you prefer not to wait, a refund will be made for that item.
3. Full refunds
A full refund will be made where (a) your order cannot be fulfilled, including where an item is unavailable or our premises have closed; (b) you have been charged more than once for the same order; or (c) payment has been received but the order was not received by us.
4. Cancellations
Orders cannot be cancelled through the App. Requests for cancellation must be made to our staff immediately after the order is placed. Where preparation has not commenced, the order will be cancelled and a full refund made. Orders cannot be cancelled once preparation has commenced.
5. How to request a refund
Requests must be made on the same day as the order, as soon as possible, at our counter, by telephone or by email, quoting your order number. Our contact details are published on the Help page.
6. Method and timing of refunds
Refunds are made to the original payment method. Refunds to online banking (FPX) and payment cards generally take seven (7) to fourteen (14) working days to be reflected, depending on the issuing bank; refunds to e-wallets are generally processed sooner. Any voucher used on a refunded order will be reinstated to your account, and any points earned on that order will be deducted.