Table of Contents
You may place an order for food and beverages either on the Mzansi Food Website or by using the Mzansi Food App, available on Apple Store and Google Play Store. To place an order simply point to pin location to find all the great restaurants delivering in your area, choose your menu and place your order. Once the restaurant receives your order, they’ll get to work preparing your food and beverages and then carefully package it. Once it's ready to go, a Mzansi Food delivery driver will pick it up and bring it to you.
You can sign up by going to: https://www.mzansie.com/food/frontend/register. Alternatively, you can download the Mzansi Food App from your respective App Store then simply open the app and click "sign up" on the opening screen.
If you have an iPhone or an Android phone you can download the "Mzansi Food" App from the Apple App Store or Google Play Store free of charge.
To go there now, you can also click the below link:
If you don't have a compatible phone or prefer to order on our website, you can go to www.mzansifood.com
You can update change or reset your password on the Mzansi Food Website or in the App. Click on forget password.
How to change your password
If you know what your old password is, follow the below steps to change your password.
Sign in to www.mzansifood.com or the Mzansi Food App and go to My Account.
· In the App, tap on My Account and then click on your name.
· Click or tap on Change Password.
· Enter your old password and your new password and confirm new password.
· Click on submit.
Resetting your password
If you do not know and/or forgot your password, follow the below steps to reset your password.
Tap on sign in.
· Click on forgot password.
· Enter the email address associated with your Mzansi Food account and click on submit.
If you do not receive an email with the reset information, please submit a case to Mzansi Food Support by clicking on Still Need Help? below.
Click on the link inside the email and enter a unique strong password.
· Please note: If you are also a delivery driver and you change your password for your customer account, you’ll also change the password for your delivery driver account.
· Tips on creating a strong password, visit Google article Create a strong password & a more secure account.
To unsubscribe from marketing emails, you can click the unsubscribe link at the bottom of email you have received from Mzansi Food.
If you do not have an active
delivery in process, you can change your delivery address through
the Mzansi Food Website or Mobile App:
FOR WEBSITE USERS:
First, click on the My Account on the Website and My Profile
You can edit your delivery address here: This will become your default address.
FOR MOBILE APP USERS:
Update or select a different delivery address in the Account tab in the App.
· Tap on the Contact Information tab.
· Tap on Addresses.
· Then continue to the below.
To select a different delivery address:
Click on the address from the list of addresses provided. This will become your default address.
To add an address:
· Enter the address in Search for a new address and select the address from the populated results.
· If applicable, add in the apartment number or suite and any delivery instructions.
· Click Save. Your new address will now be selected as your default delivery address.
To edit an existing address and/or the delivery instructions:
· Delete the address and then add a new address.
· On the pin location
Enter your street address to see which restaurants are available in your area.
· Choose restaurants
Browse the menus of the best local restaurants to find the food item of your choice!
· Pay by Cash or Card Payment or Wallet
If you’re happy with your order, then you may checkout & choose your payment method.
· Track your delivery order
Sit back, relax, we'll keep you updated on your delivery every step of the way on the tracking screen!
We personally curate a high-quality and diverse selection of restaurants in your area. This can range from a top neighbourhood Italian trattoria to well-regarded national burger chain. Click on the pin location and your address will pop up, click on find restaurants, then all the restaurants in your area will appear.
We deliver every day from Monday to Monday in the mornings until late at night, and different restaurants will have different opening and closing times. Visit the Website Homepage or the Mobile App to see which restaurants are available in your area and their operating days and times.
Once you’ve placed an order, it’s sent directly to the restaurant for them to prepare and package. Once it’s ready, a Mzansi Food delivery driver will pick up your order and bring it to your delivery address.
Whether you tip or not is completely up to you. You can tip on the Website or Mobile App when placing your order or tip in cash when the delivery driver delivers your food. Delivery Drivers receive 100% of all tips.
The minimum order amount can vary depending on which restaurant you’re ordering from. If there’s a minimum order amount, you’ll be informed at home page of each restaurant before you place your order.
If you have a promo code, you can redeem this in the Mobile App or on the Website.
If you’re using the Application, for promotions or discounts, you can apply for Promotion Code for the item ordered on the checkout page for website and for Mobile App.
Yes, we offer pick-up or collection order option. Visit the website homepage or the Mobile App to see which restaurants are available for pick-up or collection in your area.
Yes! You can schedule orders for in advance, when you chose dine-in order option. For now, you can only place an order to dine-in at a restaurant.
You may cancel an order without charge at any time before the restaurant and/or retail store has started preparing the food (). If you wish to cancel an order before it becomes a Order, tap to My Account, Profile My, Order History, and click Cancel Order, in this instances Order Status will be Pending status.
If the restaurant and/or retail store confirms the order was not in a , 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 Order, you will be charged the full price for the Items, and if the delivery driver 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 and the restaurant partner and/or retail store partner may notify you that an order has been cancelled at any time and we will reimburse you for any payment already made.
Your refund will be added into your credit points to your account so you may use the credit points to place orders in the near future.
Packaging always depends on the type of food and restaurant you’re ordering from. restaurants take great care to use packaging that maintains the correct temperature for as long as possible.
If you have suggestions regarding the packaging or appearance of your food when it’s delivered, please contact us on sand we’ll pass on your feedback to the restaurant.
We have a dedicated team that looks after your entire Mzansi Food experience, from the moment you place an order right through to it arriving to you, However, we do understand that sometimes things might go wrong. If this is the case, you can contact us to speak to our Customer Service Team and report any issues.
You can also contact us at s
You can add more items in your order from the same restaurant as per the image below!
Sometimes things outside of a delivery driver control can cause a delay. Where we can, we will always try and proactively call you or communicate with you via chat system if we become aware that your order might not arrive within the estimated time of delivery, and our team will work to get your order to you as quickly as possible.
If you think you won’t be at the delivery address in time to receive your order, please let us know by contacting us.
Your delivery driver will always try to call you if there’s an issue once they reach your delivery address. If they’re unable to contact you, our Customer Service Team will try and reach you via phone and email. Please check your emails during the delivery time for any updates.
If we can’t contact you and are unable to deliver the order, your delivery driver will wait for up to 5 minutes before leaving. In this event, you’ll still be charged for your order. To prevent this from happening, it’s always a good idea to double-check your contact and address details.
The closer you are to the restaurant, the lower your delivery fee. This helps us pay delivery drivers fairly.
If you have specific allergies and are concerned about any items on a menu, please check the restaurant notes section special instructions of your menu and for further information contact the restaurant directly.
We are rapidly expanding and will hopefully be working with restaurants near you soon!
There is! It’s available free on the App Store and Google Play.
Orders may be cancelled due to:
· The restaurant is closed
· The restaurant is out of an item
· The restaurant is no longer accepting takeout orders
While we never want a situation where your order is cancelled by any party other than you, if it is, we will ensure you receive full refund that will be converted into credit points.
First and foremost, we're sorry! While we strive to make both your order and delivery perfect every time, sometimes mistakes happen. And when they do, we're here to make things right.
If a delivered order had missing item(s) or had incorrect item(s), please submit a report to the Mzansi Food Support Team: email@example.com
Using the email address used to place the order, sign in to www.mzansifood.com or the Mzansi Food App.
Tap into My Account and then my Order History.
Select the order you are inquiring about and then click track/view.
Send us the copy of the order history and your missing order inquiry using email firstname.lastname@example.org
We will rectify the errors if found asap.
Tap into My Account and then my Order History. From the Orders tab, tap on your order to view its status. This will display pending, in preparation, out for delivery, delivered, rejected or missed. Alternatively go to homepage and click on track order. Once a delivery driver has agreed to deliver your order, a map will appear showing their location respective to the restaurant and the delivery address.
You can contact your delivery driver directly via live chat to get the most up-to-date status on your order.
Please note that delivery drivers need to stay safe and obey the rules of the road. A delivery driver can't answer your phone call or text message while driving.
To add special instructions, select a menu item and use the Special Instructions box. Examples of special instructions include requesting the sauce on the side or no tomatoes.
Please note that restaurants may not
be able to accommodate certain special instructions. In these cases, the
restaurant may not fulfill your request.
Some special instructions will incur additional charges. If there are additional charges, Mzansi Food will revise the order total and send you an updated receipt. Examples of requests that may be subject to additional charges include requesting guacamole or double meat.
You may remove or add items in your order, you can make adjustments by editing your order.
A restaurant’s rating represents the average customer rating for all deliveries completed from that restaurant. Restaurants that receive high ratings tend to have on-time deliveries, accurate orders, great food and food that travels well.
We provide an estimated delivery time range for your order to arrive based on the restaurant/ store and your location. Please be patient as this is just an estimation and may change depending on potential issues preparing or delivering your order. To get the most up to date status of your order, we encourage you to contact the restaurant/store.
You can track your order from the real time on the google map to check where the delivery driver is.
Your name, address, phone number and delivery instructions are sent to the restaurant/store & the delivery drivers so your order can be delivered, and so that they can reach out to you with any updates or questions.
Your order goes to the address you mentioned here!!!
Due to the limited information provided from the restaurant/store, we encourage you to contact the restaurant/store to get the most up to date status of your order. You can call/live chat with them directly from the App.” If the restaurant/store cannot provide assistance, please reach out to Mzansi Food and we will try our best to help you.
No, you cannot order from multiple restaurants in a single order.
Yes. delivery drivers will ask for an ID and use proprietary technology on their smartphones to check the validity of a customer’s form of identification. Upon delivery, you may be asked to produce your ID along with the credit card used to make the purchase.
Restaurants and delivery drivers do their best to complete orders within the estimated delivery time, but external factors can cause delay.
If a delivery driver has already agreed to deliver your order, you can check the status of your order by chatting with the delivery driver directly from the App. If your order has yet to be picked up by a delivery driver, please bear with us as we may be more busy than usual.
We know that a delay can be frustrating but rest assured that we are doing everything we can to make sure your food arrives on time.
We apologize if the quality of your food was not up to standard. For the fastest resolution on this issue, we recommend using the Mzansi Food rating feature.
33. My food was delivered late
We apologize that your food was delivered late. For the fastest resolution on this issue, we recommend using the Mzansi Food rating feature.
34. This delivery was damaged.
We apologize if the food arrived to you not as intended. For the fastest resolution on this issue, we recommend using the Mzansi Food rating feature.
Quantity and quality of the food is the restaurants' responsibility. However, in case of issues with the quality or quantity, kindly submit your feedback and we will pass it on to the restaurant.
Delivery fee varies from area to area and is applicable if order value is below a certain amount. Additionally, certain restaurants might have fixed delivery fees. delivery fee (if any) is specified on the 'Review Order' page.
Standard delivery times vary by the location selected and prevailing conditions. Once you select your location, an estimated delivery time is mentioned for each restaurant.
Our delivery hours vary for different locations and depends on availability of supply from restaurant partners.
We will deliver from any restaurant listed on the search results for your location. We recommend enabling your GPS location finder and letting the App auto-detect your location.
We currently do not support this functionality.
Advance orders are applicable only to Dine-in orders
Any major change in delivery address is not possible after you have placed an order with us.
You can reach the restaurant or delivery driver partner via Mzansi Food live Chat, call or an email.
The delivery driver partner may contact you via Mzansi Food live Chat service, call, or WhatsApp. Please ensure you have entered the correct phone number while signing up and placing the order. Keep your Mobile nearby in case the delivery driver wants to contact you.
Yes, you will get Mzansi Food credit points for all Mzansi Food transactions including those on the platform.
Yes, all your information is safe when you transact on the platform. We have strong security checks to ensure your private information is safe.
There are specific promos that are only applicable for use on the Mzansi Food App. If you want to use those promos, then, you can check on our platform these promotions.
Unfortunately, you can’t see your order history till you “Sign in”. Please download and log in to the Mzansi Food Platform to view your order history.
You may have not logged in to your Mzansi Food account on the web. Please log in on the web via the ‘Sign in’ button on the screen.
You can select to pay with card, instant EFT, cash or Wallet on the Website or App. Please note you aren't able to pay cash for collect orders.
Important: Our drivers do carry credit card machines in case you do not have cash with you, also ensure you have sufficient cash in case you select the cash on delivery option.
No, Mzansi Food will honor your original price.
Taxes apply to
orders based on South African regulations.
The amount of tax charged depends on many factors including the following:
· The type of item purchased that is 15% VAT
We sometimes rely
on our restaurants to calculate the exact tax amount applicable. We display an
estimated tax at checkout which may be updated later when your order is
completed. Finalized tax will be shown on your order receipt.
NB: If a refund is placed, any applicable tax will also be refunded.
You can find the most up to date information from your in-app receipt in the Order History tab. You will also receive an updated email receipt.
Fees vary for each restaurant on the Mzansi Food
Platform. The fees help us pay delivery drivers, operate the Mzansi Food
Platform, and provide the best service possible.
You can see the fees from the checkout screen, so you’ll know what the total is for your order before paying. You’ll also receive a receipt showing a breakdown of the order subtotal, applicable taxes, fees, and gratuity.
The total cost of your order includes the price of the menu items and tax, an optional tip to the delivery drivers, and a delivery fee depending on the restaurant. In some cases, there may be an additional fee for orders below a minimum subtotal. Customers can also order from hundreds of restaurants in their area on the Mzansi Food Platform via Pickup or Dine-in with zero fees.
We're working to make prices even lower to make Mzansi Food even more convenient and accessible, so check back often.
Yes. At the checkout page, before selecting “Place Order,” you have the option of selecting a specific amount to tip your delivery driver.
Remember to check out any available deliveries during lunch and dinner rushes.
The delivery driver App consists
of several tabs which allow you to check your account details, earnings, review
information from your previous orders and update your information.
Allows you to view your Mzansi Food account information including name, phone number, and email.
How to Accept an Order
Once signed into your Mzansi Food, our system will automatically look for orders to offer you. When you get an order, you will receive a notification, and the delivery details will appear in your App. You have 45 seconds to choose to accept the order. When the order is accepted, the address to the store will appear, and from there you can choose to open google map to take you to the store.
Note that during peak times, you may be offered multiple orders at once. If you're already on an order and you are offered a new order, you'll have 45 seconds to decline or accept it.
You can change your default
mapping service in the Account tab in the Mzansi Food App. Mzansi Food recommend
Waze or Google Maps, but you are free to choose the App you would like
Your default mapping service will dictate which mapping app opens once you click “open route” while on a delivery.
Once you arrive at or near the
customer’s location, swipe arrived to let the customer know.
In order to complete a delivery, you must hand the food directly to each customer. In cases where the customer is unavailable to accept the delivery at the designated delivery location or the designated pick-up location to collect the takeaway ordered:
1. If you are having trouble finding the customer, try calling and texting the customer to let them know you’ve arrived. It helps to try both, because some customers don’t receive texts from Mzansi Food, while others can’t answer their phones or won’t answer an unknown number.
2. If the customer does not respond, wait for 5 minutes.
3. If the customer has not arrived when the timer runs out, after that you may leave.
4. Leave the food somewhere safe as long as a return is not required. If a return is required, come back with the food item. We recommend you select a safe and protected location to leave food (examples: in front of the unit or front door, with a receptionist/doorman, in a mailroom)
5. Document or take pictures where you left the food with a
picture and description.
If you are having trouble finding this feature in the App, please reach out to our Support Team.
When a customer reports that you have not delivered
an order, we will review the delivery details to ensure that the above actions
were taken. In cases where you have not completed these steps, your account
will be eligible for deactivation.
We will communicate with you in cases of a customer report. You can expect to receive:
A text or email notification to let you know a customer reported an incomplete delivery.
A warning notice once your account has been flagged for deactivation.
If the customer's delivery
instructions are unclear, the best Mzansi Food recommend contacting your
customer immediately. It helps to both call and text your customer, because
some customers don’t receive texts from Mzansi Food, while others can’t answer
their phones or won’t answer an unknown number.
Some orders on Mzansi Food must be returned to the
Merchant if the customer is unavailable during the original delivery
If the customer is unavailable upon drop off, please go back to the restaurant with the food.
In some cases, you may be offered
multiple orders at once to maximize efficiency. These batches may
happen from time to time, especially during peak hours.
FIRST, IN AN EMERGENCY SITUATION, PLEASE CALL 10111
SECOND, the safety of all Mzansi Food drivers is our top priority.
If you arrive at a store that’s closed, you can report it in the App by clicking on chat with admin.
If your order was picked up by someone else, the best Mzansi Food recommend contacting support immediately through the in-app live chat function.
We apologize for any long wait at
a restaurant due to the food being delayed. restaurants do get busy, especially
during peak times. In the case of these waits, the best Mzansi Food recommend
calling the customer to let them know of any delays.
There is no need to contact support in this situation.
If you’ve accidentally placed a duplicate order at a restaurant, the best Mzansi Food recommend informing the restaurant as soon as possible to cancel the duplicate order, if possible. If the order cannot be stopped, you can chat into support for assistance with the best steps forward.
If an item is missing at pickup, Mzansi Food recommend asking the restaurant where the item is so that the restaurant can locate or prepare it, if necessary.
For damaged items please contact the restaurant to replace them before going to customers.
We apologize for any long wait at
a restaurant due to the food being delayed. Restaurants do get busy, especially
during peak times. In the case of these waits, the best Mzansi Food recommend
calling the customer to let them know of any delays.
There is no need to contact support in this situation.
If you receive this request from a
customer or restaurant, the best Mzansi Food always ask the customer or
restaurant to cancel the order on their own, through the App or Website, or by contacting Mzansi Food Support Team.
If a customer or restaurant has asked you to modify the order in any way (add or remove items, deliver later...) the best Mzansi Food request that the customer or restaurant contact support and do not make any changes to the order on their behalf. Once they contact support to make the modification, you will see the order update in-app.
You can see all your completed
orders in the Earnings tab on the Mzansi Food driver App. Tap to the Earnings tab on the
Mzansi Food App or Website.
If a customer is unavailable during an alcohol delivery, please go back with the alcohol to the store and report to Mzansi Food Support.
At times, you may get orders containing alcoholic beverages. The following information is intended to help you lawfully deliver alcohol. Please note that you could be held liable if you deliver alcohol to a minor or someone who is visibly intoxicated, so it's important that you follow this process fully to protect yourself and the customer.
I. ALCOHOL PICK-UP FROM STORES
Alcohol orders are for 18-year-old
and above. In order to pick up an order including
alcohol you will be required to present your valid drivers
license so please make sure you have it on you before accepting the
II. ALCOHOL DROP-OFF TO THE CUSTOMER
A. AGE AND ID VERIFICATION
When an order contains alcohol, the law requires you to verify the age of the customer before you hand over the alcohol. You can only deliver alcohol if the customer is 18 years of age or older and you scan the customer's ID.
To verify age, ask the customer to see a valid ID. Check every customer’s ID every time, even if the customer clearly appears to be over 18 year or above. A valid ID must include a photograph and date of birth.
Next, make sure the ID is not invalid or fake:
· Check the expiration date. Do not accept an ID that is expired.
· Ask to remove the ID from the wallet.
· Compare the customer at the door to the photo in the ID. Examine facial features: are the height, eye shape, ear and nose shape or placement similar? Ignore weight, hair and makeup as these may change.
· Feel the edges of the ID - a legitimate ID will have smooth, uniform edges. A fake ID may have rougher edges and perhaps may be coming apart.
· Look for glue lines or bumpy or uneven surfaces. A real ID’s surface should be consistent.
B. CHECK FOR INTOXICATION
Do not deliver alcohol if the customer is visibly intoxicated. The dictionary defines intoxication as the condition of being drunk. Here are some steps to help determine if a person is intoxicated.
Physical Signs of Intoxication
· Look for glassy or bloodshot eyes. Also look for droopy eyes or if someone clearly has difficulty keeping their eyes open.
· Notice how the person smells. If you notice that the person’s breath or clothes smell of alcohol, this may be an effective tell-tale sign of intoxication.
· Watch for impaired motor function. Intoxicated people can’t perform normal tasks in the same way they would if they were sober. If someone is having trouble walking in a straight line or is fumbling with objects, this may be a sign that they are intoxicated.
Signs of Behavioral Intoxication
· Look for a person’s inhibitions becoming lowered. Some people who are visibly intoxicated exhibit louder behavior than usual or may make inappropriate comments.
· Watch out for a person that is slurring their speech.
· Notice if someone is speaking slower or faster than usual.
C. RESTRICTED LOCATIONS
Do NOT, under any circumstances, deliver alcohol to the following locations:
· Public or private school (Grade 1-12) (e.g., an elementary school);
· Prison, reformatory, veterans’ home, or state capitol grounds.
· Locker or similar package storage service (e.g., a storage facility); or
· Business that sells alcohol (e.g., liquor store).
Lastly, use your judgment. If you have any doubts about the ID, the customer, or encounter a situation in which it does not seem reasonable to deliver alcohol (e.g., there is a party with minor’s present), do not complete delivery and contact support.
The Merchant Portal is a self-help
tool for Mzansi Food Merchant Partners to review and update important
information such as, accepting and rejecting orders, sales history, bank
account information, business hours, activate or deactivate their store,
and much more. The Merchant Portal is available to Mzansi Food Partners after
process is complete.
Use the Merchant Portal to activate your store so you can begin receiving
orders from Mzansi Food!
Below are instructions to set up your Merchant Portal account.
1. After your Merchant application is approved, an email message will be sent to you to verify your email by clicking on the link. This is the fastest and easiest way to get onboarded so your store can begin taking Mzansi Food orders immediately.
2. Please check your spam folder if you have difficulty locating this email:
· Login credentials to the Merchant Portal
· An outline of the onboarding process
3. Login to the Merchant Portal and review the different tabs on the left-hand side.
4. Your restaurant is now live on the Mzansi Food Platform! You can begin accepting orders. Confirm that all your information is correct and start taking orders.
· Confirm overview of your store such as reports, earnings, commissions, etc.
· Confirm business information, delivery information, location of your business, etc.
· Edit store hours for each day of the week, report special store closures for events / holidays.
· Confirm banking details, etc.
· Confirm menu pricing, images, and descriptions are correct.
· Select a sub-menu category to manually add or change a specific item’s name, description, or price.
· It is used to view placed orders, history orders, etc.
· Daily sales, weekly sales, etc.
Coupons/Offers and SEO
· Setting up your store to give away offers, coupons, etc.
· View invoices, etc.
Table bookings Requests
· View and accept table booking requests by customers
NOTE: If you need further assistance and have a designated Mzansi Food, reach out to us for help as we will be your best resource throughout the on-boarding and activation process.
Why do I see my restaurant on the Mzansi
We apologize for any confusion this may have caused. Mzansi Food is a great platform to leverage if you wish to expand your store’s experience. Mzansi Food makes it possible for your customers to enjoy your food in their home by having it delivered by our Mzansi Food delivery driver Partners. This service takes the logistical pressure off of your restaurant so you can focus on the quality of the food.
4. Can my
store be removed from the Mzansi Food platform?
We are incredibly sad to be parting ways with you but will certainly honor your request to deactivate your store on Mzansi Food. Contact Mzansi Food Portal to submit a request to be removed from the platform.
What is the Mzansi Food Merchant
The Merchant portal is an online tool for managing your deliveries, payments, bank account information, operating hours, menus and etc.
6. How do I
log into the Merchant Portal?
Navigate to the Merchant Portal login landing page. You will be prompted to enter your email address and password for your account. If not registered, then create an account to login.
We highly recommend setting your email as your login. www.mzansifood.com
Customers place orders on www.mzansifood.com or through the Mzansi Food App available for iOS or Android Mobile devices. Once an order is placed, you’ll receive it via your choice of order protocol. There are a few types of order protocols you can use, including email, or the Order History App on your Mobile phone or Tablet/Laptop/Desktop.
Customers pay Mzansi Food directly, and our Merchants receive a weekly direct deposit from Mzansi Food.
Is Mzansi Food available in my area?
The easiest way to check if Mzansi Food is available in your area is to begin the self-signup process or enter your residential address. You will be instantly notified upon selecting Get Nearby if your region is serviced by Mzansi Food. If we do service your area, continue through the self-signup. If we do not service your area, we keep your information on file and will notify you when we're live in your area and ready to partner with your restaurant.