1) Our commitment
We are committed to protecting your personal information and complying with applicable South African
data protection laws, including the Protection of Personal Information Act, 2013, where applicable.
We only collect personal information that is reasonably necessary to provide our ordering, delivery,
customer support, payment, refund, fraud prevention, and account services.
2) Information we collect
We may collect the following information when you register, place an order, make payment, contact support, or use our platform:
- Name and surname.
- Mobile number and email address.
- Delivery address, location details, and delivery instructions.
- Order history, items ordered, order notes, and restaurant/store information.
- Payment information, payment status, refund records, transaction references, and fraud-prevention information.
- Account login details, password reset information, and customer support messages.
- Device, browser, app, IP address, and usage information where needed for security, analytics, and service improvement.
3) How we use your information
Your information is used to:
- Process, confirm, prepare, dispatch, deliver, and complete orders.
- Communicate with customers about orders, delivery status, support requests, refunds, or account matters.
- Share necessary order details with restaurants, stores, drivers, and payment service providers.
- Process payments, verify transactions, prevent fraud, and process refunds where applicable.
- Provide customer support and resolve complaints, missing items, quality issues, or delivery problems.
- Improve our app, app, products, services, pricing, and customer experience.
- Comply with legal, tax, accounting, fraud prevention, and regulatory obligations.
4) Payment information and refund processing time
- Payments are processed through trusted payment gateway providers. We do not intentionally store full card numbers or full card security codes on our own app systems.
- Payment gateways may process payment details, transaction references, bank response codes, and fraud-screening information to complete your transaction.
- Refunds are normally issued to the original payment method where possible.
- Approved refunds are normally initiated within 1–3 business days after the refund is confirmed by our support team.
- 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 South African public holidays may take longer because banks and payment providers may only process them on business days.
- Incorrect banking details, failed verification, fraud checks, disputes, or chargebacks may delay the refund process.
5) Sharing of information
We do not sell or rent personal information to third parties.
We may share personal information only where necessary with trusted parties such as:
- Restaurants, grocery stores, or merchants, so they can prepare and manage your order.
- Delivery partners or drivers, so they can deliver your order to the correct address.
- Payment gateway providers, banks, and fraud-prevention providers, so they can process payments and refunds.
- Customer support, IT, hosting, analytics, email, SMS, and app service providers that help us operate the platform.
- Legal, accounting, regulatory, or law enforcement bodies where required by law.
6) Data security
We implement reasonable technical and organisational security measures to protect personal information
against unauthorised access, loss, misuse, alteration, or disclosure.
- Access to customer information is limited to people who need it to perform their work.
- Payment processing is handled through payment gateway systems designed for secure payment handling.
- We take reasonable steps to monitor and reduce fraud, unauthorised access, and abuse of our platform.
7) How long we keep information
We keep personal information only for as long as reasonably necessary for the purpose it was collected,
unless a longer retention period is required by law, accounting rules, tax requirements, fraud prevention,
dispute handling, or legitimate business needs.
- Order and payment records may be kept for legal, tax, accounting, refund, chargeback, and dispute purposes.
- Support messages may be kept to resolve complaints and improve customer support.
- Account information may be kept while your account remains active or as required for legal and security reasons.
8) Your rights
You may contact us to request:
- Access to personal information we hold about you.
- Correction of inaccurate, incomplete, or outdated personal information.
- Deletion of personal information where we are no longer authorised or required to keep it.
- Objection to certain processing where allowed by law.
- Withdrawal of consent where processing is based on consent.
Some information may need to be retained where required for legal, accounting, fraud prevention,
safety, refund, chargeback, or dispute-resolution purposes.
9) Marketing communication
We may send service messages about your account, order, delivery, payment, refund, or support request.
We may also send promotional messages where permitted by law or where you have opted in.
You may opt out of promotional communication using the unsubscribe option where available or by contacting us.
Operational messages, such as order and payment messages, may still be sent when necessary.
10) Cookies and app/app information
Our app or app may use cookies and similar technologies to keep you logged in, remember preferences,
improve security, analyse usage, and improve the customer experience.
You can manage cookies through your browser settings, but disabling cookies may affect how the app works.
11) Children’s privacy
Our ordering and payment services are intended for users who are able to make purchases lawfully.
If a minor uses the platform, they should do so with permission and supervision from a parent or guardian.
12) Changes to this policy
We may update this Consumer Data Privacy Policy from time to time. The latest version will be published
on our app with the updated date.
13) Contact us
If you have any questions about this policy or want to exercise your privacy rights, please contact us:
14) Business hours
- Monday – Friday: 09:00 – 21:00
- Saturday: 09:00 – 21:00
- Sunday / Public Holidays: 09:00 – 21:00
