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 (e.g., ingredients, labour, dispatch).
• If you cancel after pickup, we generally cannot refund perishable items that have left the restaurant, except for quality/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.
• We initiate approved refunds promptly; bank processing times vary by provider.

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/website (Order → Help) or email support@mzansifood.com.
• Include order number, issue summary, photos (if quality/defect), and preferred remedy.

10) Law & guidance (summary)

• Reasonable cancellation charges: We may charge a reasonable fee when cancelling after prep/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 SA consumer law.

This summary does not limit your statutory rights.

11) Contact

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