Cancellation and Refund Policy
Effective: August 10, 2021
Thank you for visiting Mzansi eCommerce Technologies (Pty) Ltd the Parent
Organization of Mzansi Food its website www.mzansifood.com , by using and/or accessing our
platforms, websites, or platforms and/or services, you agree to be bound by our
Privacy Policy and Term of Use. Please
read the Privacy Policy and Term of
Use to understand how your Personal Information will be
treated as you make use of our services.
You (Customer) may
cancel an order without charge at any time before the restaurant and/or retail store
has started preparing the food ("Preparation").
If you wish to cancel an order before it becomes a Preparation Order,
please tap to Order History and click Cancel Order, or contact us immediately,
via our live Chat Communication system. If the restaurant and/or retail store
confirms the order was not in Preparation, we will refund
your payment in full (excluding any Discount, or Coupon that was applied to the
order). If you cancel any order after it becomes a Preparation Order, you
will be charged the full price for the Items, and if the delivery driver
partner has been collected your food from the restaurant and/or retail store to
you for delivery, you will also be charged for delivery fee if applicable. You
will not be charged for any orders cancelled by Mzansi Food or the restaurant and/or retail store.
Mzansi Food, the restaurant partner and/or retail store partner may notify you
that your order has been cancelled at any time and we will reimburse you for
any payment already made. We may also refund you the full amount via Credit Point
to your account.
Customer
Privacy policy
Mzansi eCommerce Technologies (Pty) shall take all reasonable steps to protect the
personal information of users. For the purpose of this clause, "personal
information" shall be defined as detailed in the Promotion of Access to
Information Act 2 of 2000 (PAIA). The PAIA may be downloaded from:
http://www.polity.org.za/attachment.php?aa_id=3569
§
Customer
Cancellation
· You may cancel
an order without charge at any time before the restaurant partner and/or retail
store partner has started preparing the food ("Preparation").
If you wish to cancel an order before it becomes a Preparation Order,
please tap to Mzansi Food App > Order History and tap on Cancel Order or contact
us immediately via our communication channels.
· If the restaurant
and/or retail store confirms the order was not yet in Preparation, we will refund
you 100% payment (excluding any Discounts, Promotions or Coupons that was
applied to the order). We may also refund you the full amount via Credit Point
to your account.
·
If you cancel any order after it
becomes a Preparation Order, you will be charged the full price for
the Items, and if the delivery driver partner has been collected your food from
the restaurant partner and/or retail store partner to you for delivery, you
will also be charged for delivery fee if applicable.
·
In the event you have provided incorrect information, e.g., contact
number, delivery address etc., or that you were unresponsive, not reachable or
unavailable for fulfillment of the delivery Services offered to you, you will
not be eligible for any refunds.
·
No replacement / refund or any other resolution will be provided without restaurant
partner and/or retail store partner’s permission.
·
Any complaint, with respect to the Order which shall include instances but
not be limited to food spillage, foreign object in food, delivery of the wrong
order or food and beverages or Products, poor food quality, you will be
required to share the proof of the same before any resolution can be provided.
·
You shall not be entitled to a refund in case instructions placed along
with the Order are not followed in the form and manner you had intended.
Instructions are followed by the restaurant partner and/or
retail store partner on a best-efforts basis.
§
Customer
Cancellation
Mzansi Food reserves the right to charge you a cancellation fee
for the orders constrained to be cancelled by Mzansi Food for reasons not
attributable to Mzansi Food, including but not limited to:
· in the event if
the address provided by you is either wrong or falls outside the delivery zone.
· failure to
contact you by phone, live chat communication system or email communication
channel at the time of delivering the Order.
· failure to
deliver your Order due to lack of information, direction or authorization from
you at the time of delivery; or
· unavailability
of all the items ordered by you at the time of booking the Order; or
· unavailability
of all the items ordered by you at the time of booking the Order. However, in
the unlikely event of an item on your order being unavailable, Mzansi Food will
contact you via email or on the phone number provided to Mzansi Food at the
time of placing the Order and inform you of such unavailability. In such an
event you will be entitled to cancel the entire Order and shall be entitled to
a Full Refund to an amount up to 100% of the Order value.
· In case of
cancellations for the reasons attributable to Mzansi Food or the restaurant
partner and/or retail store partner or delivery driver partner, Mzansi Food
shall not charge you any cancellation fee and will refund you full refund.
§
Cancellation
Policy for restaurant partner/retail store partner
The Orders placed by the Customer using the Platform are
non-cancellable and non-refundable except if refund is requested under the
following conditions:
· if the Order
could not be delivered within the stipulated maximum time of delivery i.e., 2
hours.
· if the restaurant
partner and/or retail store partner cancels the Order due to reasons not
attributable to Customer, including but not limited to the restaurant and/or retail
store is closed, unavailability of items, cannot service online Orders at the
moment, restaurant and/or retail store is overcrowded, etc.
· if Mzansi Food
cancels the Order due to reasons not attributable to Customer, including but
not limited to unavailability of delivery drivers, etc.
· Mzansi Food
reserves the right to investigate the cancellation request of the Customer and
determine if such cancelation request falls under the conditions mentioned
above. If Mzansi Food is satisfied that the request satisfies any of the
aforesaid conditions, Mzansi Food shall process the cancellation request and refund
the Customer.
§
Timeline: You may cancel your order before it gets prepared,
but your eligibility for a refund depends on the status of the order as per the
table below:
|
Order
Status |
Refund |
|
Restaurant has not confirmed order and a delivery
driver has not been assigned (Pending Order) |
Full Refund |
|
Restaurant has confirmed order and a delivery driver
has been assigned (Preparation Order) |
No Refund |
§ You shall be
entitled to a refund or replacement of an Order in the event packaging of an
item in an Order or the complete Order, is either tampered or damaged and you
refuse to accept at the time of delivery or pick-up/collection or dine-in.
§ You may be
entitled to a refund up to 100% of the Order value if delivery driver partner fails
to deliver the Order to you due to a cause attributable to Mzansi Food, however
such refunds will be assessed on a case-to-case basis by Mzansi Food. Note: we
do not penalize the delivery driver partners for delay, caused due to external
factors such as rain, etc.
§ Our decision on refunds
shall be final and binding.
§
In case of payment at the time of
delivery, you will not be required to pay for:
· Orders where
packaging is either tampered or damaged at the time of delivery.
· Wrong order
being delivered; or
· Items missing
from your Order at the time of delivery.
· The above three points will not apply if Platform is marked delivered.
§ When do I get my refund?
· Restaurant
and/or retail store may
accept or reject the transaction based on their Terms and Conditions. Once the restaurant
partner and/or retail store partner processes the transaction, the amount will be immediately credited to
your credit points into Mzansi Food Account. You may use the points in future
to order items.
· Please allow restaurant partner and/or
retail store partner 3 to 7 working days to
refund you the transaction. In the meantime, you can follow up with the restaurant
partner and/or retail store partner constantly to process your refund.
·
The Customer may be entitled to
refund due to the aforesaid reasons up to 100% of the Order value depending
upon the nature of issue. Mzansi reserves the right to consider the
cancellation and refund request and determine if such cancellation and refund
request satisfy any of the aforesaid conditions, in which case Mzansi shall
process the cancellation request and refund to Customer.
Company Contact
details:
Company Physical Address: 15 Poplar Street Die Heuwel
x 4 eMalahleni 1035
e-mail: info@mzansifood.com
Tel no.: 012 743 5998
English
Spanish
