Help and FAQs
How pooling, payment and collection work on KampungHub, and where to get more help.
What is a pool, and how does pooling work?
A pool is a group order shared by neighbours. Instead of buying alone, you pool your order with others nearby so a supplier can fulfil in bulk. Buying in bulk unlocks a lower price than any one household would get, and one host handles the collection for the block.
What does MOQ, or unlock the bulk price, mean?
MOQ is the minimum order quantity a pool needs before the supplier will fulfil it at the bulk price. Until the pool reaches its MOQ the bulk price is not yet confirmed. As more neighbours join, the pool moves towards the target and the price unlocks once it is met.
How do I join a pool?
Open the Deal Stream to see the pools collecting near your block. Choose one, pick your quantity and pay to reserve your places. You can see the pools you have joined in your orders.
How do I pay, and where does my money go?
You can pay with PayNow QR, PayNow online or card at checkout. KampungHub never holds your money. Your payment is handled by a licensed payment service provider and settles to the supplier who fulfils your order. Every fee is itemised before you commit, so you can see your share against a solo delivery fee.
How does collection work?
Each pool has a collection window and a collection point set by the host. When you arrive, show the collection code on your order. The host confirms it and hands your order over - there is nothing to tap or sign. If you cannot make the window, message your host through the pool before it closes.
How do I become a host and start a pool?
Anyone can run a pool for their block. From the host area, choose Start a pool, add what you are offering, set when it closes and where neighbours collect, then launch it to your estate. Once you host, your reliability and payouts are shown to you in your account.
What happens with cancellations and refunds?
A whole pool can be cancelled - for example if it does not reach its minimum order quantity - and paid buyers are refunded through the payment service provider. You can also cancel your own places while a pool is still open, which releases them back to the pool for other neighbours. Refund timing depends on the payment service provider and your payment method.
How do I manage or delete my data?
Go to your account to download everything KampungHub holds about you, or to ask us to delete your account. Under the PDPA, deletion still keeps the transaction and ledger records the law requires us to retain.
Still need help?
If your question is not answered here, contact us at [PLACEHOLDER: support email or channel]. Tell us the pool and your order code if it is about a specific order, and we will help you sort it out.
Live chat and phone support are not available yet. You can also review our terms and conditions.