1. Start with the right party
- Restaurant order: contact the restaurant shown on the menu first. It controls food preparation, availability, delivery, payment-at-arrival, refunds, and the sales invoice unless the checkout says otherwise.
- Dumala account, software, or subscription: contact Dumala support using the details below.
- Privacy request: contact the organization that controls the data, and copy Dumala when Dumala processes the data for that organization.
- Urgent safety, fraud, or security issue: report it immediately and do not include passwords, full card details, or unnecessary government identifiers.
2. How to submit a support complaint
Send a message to dumalaph@gmail.com. You may also use the support channel published in your account or order confirmation.
Include only what is needed to investigate:
- your name and a safe reply address or mobile number;
- organization, store, or restaurant name;
- order number, invoice or provider reference, and date where relevant;
- a short description of what happened, the requested resolution, and supporting screenshots with unrelated personal data removed.
Do not email passwords, card numbers, CVC/security codes, authentication codes, or complete government ID numbers.
3. What happens next
Acknowledgment
We aim to acknowledge a support complaint within two business days where reasonably possible, identify the responsible party, and request only information needed to investigate.
Investigation and response
We will review the account, order, payment, security, or privacy facts available to us; coordinate with the responsible restaurant or provider where appropriate; and explain the resolution, next step, or reason a request cannot be granted.
Escalation
For an Internet Transactions Act complaint, an internal redress request that remains unresolved after seven calendar days may be taken to an appropriate government agency, court, or alternative dispute-resolution channel as permitted by law. This process does not limit emergency reporting, mandatory regulatory reporting, or non-waivable rights.
4. Privacy requests
Send data-access, correction, objection, deletion, portability, or consent-withdrawal requests to dumalaph@gmail.com. We may verify identity and coordinate with the merchant PIC when Dumala is acting as processor. Some requests may be limited by tax, accounting, security, legal-retention, or dispute obligations.
See the Privacy notice for the categories of information, purposes, providers, retention requirements, and rights involved.
5. Payment disputes
For a Dumala subscription, include the account email and provider reference. For a restaurant order, include the order number and store. Never send full card details. If a provider-side payment dispute remains unresolved, you may also contact the payment provider using its official support channel.
6. Contact details to complete
Dumala monitors the support and privacy contact details published in this Legal Center. Please do not include passwords, full payment-card details, or unnecessary government identifiers in a request.