MFoodie2Go Refund & Returns Policy (South African Law Compliant)

1. Introduction

This Refund & Returns Policy is in accordance with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
By purchasing on MFoodie2Go, you agree to the terms in this policy.

2. Refund Eligibility

2.1. Non-Perishable Products

You may request a refund or replacement if:

The product is defective, damaged, expired, unsafe, or not as described.

The item is still in original condition and packaging (if returning for reasons other than defects).

Refund requests must be made within 7 days of receiving your order.

Under the CPA, customers are entitled to repair, replacement, or refund for defective goods.

2.2. Perishable Products

For hygiene and safety reasons, refunds on perishable items are only allowed if:

The product arrives spoiled, damaged, expired, or unsafe.

You notify us within 48 hours with photo evidence.

2.3. Incorrect or Missing Items

If you receive the wrong item or your order is incomplete:

Notify us within 48 hours.

We will arrange replacement or refund at no additional cost.

3. Refund Processing Time

Once a refund is approved:

Refunds are processed within 7–14 business days.

Refunds will be issued via the same payment method used for the purchase.

4. Transaction Fees, Commission & Refund Fee Policy

South African payment gateways (Paystack, Yoco, PayFast, etc.) do not refund transaction fees when a merchant processes a refund.

To comply with the CPA’s “fair and reasonable clause,” MFoodie2Go uses the following structure:

4.1. Paystack Fees

Paystack standard fees (as of current SA rates):

2.9% + R1 per transaction (cards)

Additional 1.5% for international cards

Paystack does not return the processing fee when a refund is issued.

Refund Policy for Paystack Transactions:

If the refund is due to shop error (wrong item / defective item / missing item)
→ Customer receives full refund. MFoodie2Go absorbs the Paystack fee.

If the refund is due to customer change of mind / incorrect order placed
→ Refund is issued minus Paystack transaction fee.

4.2. Yoco Fees

Yoco fees (online payments):

2.95% per online transaction

No refund of transaction fees when issuing refunds

Refund Policy for Yoco Transactions:

If MFoodie2Go is at fault → Full refund, MFoodie2Go absorbs the Yoco fee

If customer cancels for personal reasons → Refund minus Yoco fee

4.3. Additional “Refund Fee”

To cover administrative and banking costs on customer-initiated cancellations, MFoodie2Go applies:

R25 Refund Processing Fee (only when customer requests a refund for personal reasons)

Refund fee does not apply when:

MFoodie2Go delivered the wrong item

Item is defective, unsafe, expired, or damaged

MFoodie2Go caused the error

(This complies with CPA fairness requirements.)

5. Non-Refundable Situations

Refunds will not be issued for:

Change of mind for perishable items

Products bought on special promotion/clearance unless defective

Items damaged by customer negligence

Late notifications outside the refund window

Digital wallet credit or vouchers already redeemed

6. Order Cancellations

6.1. Before Order is Shipped

If the order has NOT yet been shipped:

Customer-initiated cancellation → Refund minus gateway fee + R25 refund processing fee

MFoodie2Go-initiated cancellation → Full refund

6.2. After Order is Shipped

If the order is already with the courier:

Customer pays courier return cost

Gateway fee and refund fee apply

Unless MFoodie2Go is at fault.

7. How to Request a Refund

Email: info@mfoodie2go.co.za
Include:

Order number

Reason for refund

Photos (if item is damaged, defective, or incorrect)

8. Compliance with South African Law

This policy complies with:

Consumer Protection Act (CPA) – Rights to return defective goods

ECTA – Cooling-off rights for online purchases

POPIA – Secure handling of personal data during refund processing