10% SERVICE CHARGE POLICY

适用门店：所有参与执行的门店

Applicable Outlets: All participating outlets

目的 / Purpose

本政策旨在制定公司旗下餐饮门店征收、收取、记录及管理 10% 服务费的统一规则。

本政策的目的包括：

确保向顾客清楚及透明地说明服务费；
确保各门店采用一致的收费方式；
建立适当的 POS 系统及会计管理机制；
明确区分服务费、自愿小费及政府税项；以及
明确规定所收取服务费的用途及／或分配方式。

This Policy establishes the Company's rules for imposing, collecting, recording and administering a 10% Service Charge at its food and beverage outlets.

The objectives are to:

ensure transparent communication to customers;
maintain consistent charging practices across outlets;
establish proper POS and accounting controls;
distinguish Service Charge from voluntary tips and government taxes; and
establish clear rules regarding the use and/or distribution of Service Charge collections.

服务费率 / Service Charge Rate

公司将对符合本政策规定的交易征收10%服务费。

服务费属于公司收取的商业费用，并非政府税项。

服务费与政府征收的服务税（SST）以及顾客自愿给予的小费（Tip/Gratuity）属于不同性质的款项。

The Company shall impose a 10% Service Charge on applicable transactions.

The Service Charge is a charge imposed by the Company and is not a government tax.

It is separate from Service Tax (SST) and any voluntary tip given by a customer.

服务费适用交易 / Transactions Subject to Service Charge

除非管理层另有批准，10% 服务费适用于：

堂食餐饮消费；
堂食促销商品；
堂食折扣交易；
使用礼券、消费额度或会员积分支付的堂食交易；以及
管理层指定的其他服务或交易。

除非另有规定，服务费不适用于：

外带；
第三方外送平台订单；
顾客自愿给予的小费；以及
经管理层特别批准豁免的交易。

对于餐饮外烩、私人活动、企业活动及特别套餐，管理层可另行制定服务费安排。

Unless otherwise approved by Management, the 10% Service Charge shall apply to:

dine-in food and beverage;
dine-in promotional items;
dine-in discounted transactions;
dine-in transactions paid using vouchers, credits or loyalty points; and
other services specifically designated by Management.

Unless otherwise specified, the Service Charge shall not apply to:

takeaway;
third-party delivery orders;
voluntary customer tips; and
transactions specifically exempted by Management.

Management may establish different treatment for catering, private functions, corporate events and special packages.

顾客告知 / Customer Disclosure

顾客必须在下单前获知有关服务费的安排。

服务费或适用的含服务费价格，应通过相关顾客接触渠道清楚展示，包括：

实体菜单
QR 或电子菜单
自助点餐系统
适用的促销价格展示；以及
其他相关价格展示渠道。

任何员工不得故意向顾客隐瞒服务费的存在。

所有价格展示及收费方式必须符合马来西亚当时适用的消费者保护及价格展示相关法律与规定。

Customers must be informed of the applicable Service Charge before placing an order.

The Service Charge or applicable inclusive pricing shall be clearly communicated through relevant customer-facing channels, including:

printed menus
QR/digital menus
self-ordering systems
promotional materials displaying prices, where applicable
other relevant price displays

No employee shall intentionally conceal the existence of the Service Charge from a customer.

All price displays and charging practices must comply with applicable Malaysian consumer and price-display requirements.

建议顾客告示 / Suggested Customer Notice

在符合相关价格展示法律要求的情况下，公司可使用以下告示：

“堂食消费将收取 10% 服务费。适用的政府税项将依据马来西亚现行法律另行征收。”

管理层须确保最终使用的告示文字及价格展示方式符合马来西亚适用的价格展示规定。

Where legally appropriate for the relevant price display, the Company may communicate:

“A 10% Service Charge applies to dine-in transactions. Applicable government taxes will be charged in accordance with Malaysian law.”

Management shall ensure that the final wording and displayed prices comply with applicable Malaysian price-display requirements.

POS系统处理 / POS Treatment

POS 系统应按照以下方式设置：

消费小计

+ 10% 服务费

+ 适用服务税（SST）

= 应付总额

在适用或法律要求的情况下，顾客收据应分别清楚列明服务费及政府税项。

POS 的税务及服务费设置必须在正式执行前获得财务部门批准。

The POS system shall be configured so that:

Subtotal

+ 10% Service Charge

+ Applicable Service Tax (SST)

= Total Payable

The applicable Service Charge and government tax shall be separately identifiable on the customer's receipt where required or appropriate.

POS tax configuration must be approved by Finance before implementation.

服务费并非自愿小费 / Service Charge Is Not a Voluntary Tip

对于本政策规定适用服务费的交易，公司服务费属于强制性收费项目。

员工不得向顾客表示该服务费属于自愿给予的小费。

如顾客自愿额外给予员工小费，则应按照公司的小费管理政策另行处理。

The Company's Service Charge is mandatory for transactions to which this Policy applies.

It must not be represented to customers as a voluntary gratuity or tip.

A customer who voluntarily gives an additional amount to an employee shall be treated according to the Company's separate tipping policy.

服务费的管理与用途 / Ownership and Use of Service Charge

除非员工雇佣合约、集体协议、公司书面政策或适用法律另有规定，公司所收取的服务费将根据公司批准的薪酬及会计政策进行管理。

服务费可用于公司批准的用途，包括：

员工服务奖励
员工福利
培训及发展
提升服务品质的相关项目；及／或
其他合法的商业用途。

公司向顾客收取 10% 服务费，并不代表或保证所收取的全部服务费必须全数分配给员工。

如员工享有服务费分配权益，该权益必须在相关雇佣条款或奖励计划中明确规定。

Unless the employee's employment contract, collective agreement, written Company policy or applicable law provides otherwise, Service Charge collected by the Company shall be administered by the Company in accordance with its approved remuneration and accounting policies.

Service Charge collections may be used for purposes approved by the Company, including:

employee service incentives
employee benefits
training and development
service-quality initiatives
other legitimate business purposes

The mere collection of a 10% Service Charge from customers shall not, by itself, be represented to employees as guaranteeing that the entire amount will be distributed to employees.

Any employee entitlement to a Service Charge distribution must be expressly stated in the applicable employment terms or incentive scheme.

会计处理 / Accounting

公司必须在 POS 及会计系统中独立识别和记录所收取的服务费。

财务部门应设立适当的会计科目，包括：

销售收入
已收服务费
应付服务税（SST）
服务费分配／员工奖励（如适用）

服务费不得错误记录为代表政府收取的 SST。

Service Charge collections shall be separately identifiable in the Company's POS/accounting records.

Finance shall maintain appropriate accounts for:

Sales Revenue
Service Charge Collected
Service Tax (SST) Payable
Service Charge Distribution / Employee Incentive

Service Charge shall not be incorrectly recorded as SST collected on behalf of the Government.

折扣交易 / Discounts

除非管理层另有规定，服务费原则上应根据扣除适用商品折扣后的交易金额，并在适用税项之前计算，同时须符合公司批准的税务处理方式。

示例

餐饮消费：RM100.00

10% 折扣：(RM10.00)

折后金额：RM90.00

10% 服务费：RM9.00

之后的适用服务税（SST）应按照公司批准的税务设置及马来西亚当时有效的税务规定计算。

Unless Management determines otherwise, Service Charge shall be calculated based on the transaction value after applicable item discounts but before applicable tax, subject to the Company's approved tax treatment.

Example

Food & Beverage：RM100.00
Discount 10%：(RM10.00)
Adjusted Amount：RM90.00
Service Charge 10%：RM9.00

Applicable Service Tax/SST shall then be calculated according to the Company's approved tax configuration and prevailing Malaysian tax requirements.

顾客投诉及服务费豁免 / Complaints and Waiver

未经适当授权，员工不得自行取消、折扣或豁免服务费。

如顾客对服务费提出异议，员工应礼貌说明该收费属于公司适用的服务费；如有需要，应交由门店经理处理。

在以下情况下，门店经理可根据授权批准豁免服务费：

服务费未被适当告知；
出现严重服务问题；
系统错误收费；
有关交易原本属于豁免范围；或
管理层认为有必要作为顾客服务补救措施。

所有服务费豁免必须在 POS 系统记录豁免原因及批准经理。

Employees shall not remove, discount or waive a Service Charge without proper authorization.

Where a customer disputes the Service Charge, the employee shall explain that it is the Company's applicable service charge and refer the matter to the Outlet Manager if necessary.

The Outlet Manager may approve a waiver where:

the Service Charge was not properly disclosed；
there was a material service failure；
the POS incorrectly imposed the charge；
the transaction should have been exempt；
Management considers a waiver appropriate for customer recovery.

All waivers must be recorded in the POS with an appropriate reason and approving manager.

退款 / Refunds

如交易获得全额退款，相关服务费原则上亦应一并退还。

如属于部分退款，服务费的调整应按照公司批准的 POS 及财务程序处理。

Where a transaction is fully refunded, the corresponding Service Charge shall ordinarily also be refunded.

For partial refunds, the Service Charge adjustment shall follow the Company's approved POS and Finance procedure.

员工沟通 / Staff Communication

所有员工必须接受培训，并能够清楚区分：

服务费

公司针对适用交易收取的强制性商业费用。

服务税

根据马来西亚税务法律，在适用情况下征收的政府税项。

小费

顾客自愿额外给予的款项。

除非公司的正式服务费分配制度确实规定服务费全数分配给员工，否则员工不得向顾客表示 10% 服务费将全部给予员工。

Employees must be trained to distinguish between:

Service Charge

A mandatory Company charge on applicable transactions.

Service Tax (SST)

A government tax imposed under Malaysian tax legislation where applicable.

Tip/Gratuity

An additional voluntary amount given by the customer.

Employees must not tell customers that the 10% Service Charge goes entirely to employees unless that statement accurately reflects the Company's approved distribution arrangement.

合规管理 / Compliance

财务部门及营运部门应定期检查：

菜单服务费告示；
QR 点餐系统；
POS 系统设置；
顾客收据；
服务费收取记录；
服务费豁免记录；
SST 税务处理；以及
员工服务费分配（如适用）。

如发现任何不一致、错误或违规情况，必须立即向管理层报告并及时纠正。

Finance and Operations shall periodically review:

menu disclosures；
QR ordering；
POS configuration；
receipts；
Service Charge collections；
Service Charge waivers；
SST treatment；
employee distributions, if applicable。

管理层权限 / Management Authority

在遵守适用法律及员工已有合约权利的前提下，公司保留修改、暂停或终止服务费制度的权利。

如任何修改影响员工已获得的合约薪酬或权益，公司必须根据相关员工的雇佣条款及适用的马来西亚劳动法律另行处理。

The Company reserves the right to amend, suspend or discontinue the Service Charge arrangement, subject to applicable law and any contractual rights already granted to employees.

Any amendment affecting an employee's contractual remuneration or entitlement shall be handled separately in accordance with the employee's employment terms and applicable Malaysian employment law.