Refunds & Cancellations

1) Cancelling before the restaurant starts preparing

If the restaurant has not begun preparation, you may cancel for a full refund of items and fees.

2) After preparation starts or driver is assigned

• Once prep starts or a driver is assigned, a reasonable cancellation fee may apply to cover costs incurred, for example ingredients, labour, or dispatch.
• If you cancel after pickup, we generally cannot refund perishable items that have left the restaurant, except for quality or defect issues.

We follow the Consumer Protection Act principles on reasonable cancellation charges.

3) Quality issues / defects

• If items are defective, unsafe, spoiled, or not as described, request a remedy. Depending on the issue, we may refund, credit, or redeliver.
• Please report within 24 hours and include photos, sealed packaging where possible, so we can investigate quickly.

4) Wrong or missing items

• Report incorrect or missing items within 24 hours.
• We’ll arrange a refund, credit, or redelivery depending on availability and timing.

5) Non-delivery or order not received

If your order was not delivered to the delivery address or pickup point, you are eligible for a full refund for undelivered items and related fees.

6) Refund method & timing

• Refunds are issued to the original payment method where possible; otherwise, account credit may be offered.
• Approved refunds are normally initiated within 1–3 business days after the refund is confirmed.
• After we initiate the refund, your bank or payment provider may take about 3–10 business days to reflect the money in your account.
• If a refund must be processed by manual EFT, payment is normally processed within 3–5 business days after your banking details are verified.
• Refunds requested on weekends or public holidays may take longer because banks and payment providers may only process them on business days.

7) Promotions, credits & tips

• Promo codes and credits are not cash-redeemable and won’t be refunded in cash; expired promos can’t be reinstated.
• Tips are paid to drivers; where a full refund is issued due to service failure, tip handling depends on payout status.

8) Chargebacks & suspected fraud

We may suspend accounts for abuse, fraud, or excessive chargebacks. Submitting false claims may result in loss of platform access.

9) How to request a refund

• Use the Help Centre within the app/app, Order → Help, or email support@mzansifood.com.
• Include order number, issue summary, photos if quality or defect, and preferred remedy.

10) Law & guidance summary

• Reasonable cancellation charges: We may charge a reasonable fee when cancelling after prep or dispatch.
• Direct marketing cooling-off: If you purchased due to direct marketing, additional cooling-off rights may apply.
• E-commerce cooling-off: General 7-day cooling-off under e-commerce law does not apply to foodstuffs and beverages delivered for everyday consumption.
• Defects / quality: Defective or unsafe goods are remedied in line with South African consumer law.

This summary does not limit your statutory rights.

11) Contact

• Support: support@mzansifood.com
• Privacy: privacy@mzansifood.com