Mfoodie2Go Refund, Returns and Cancellation Policy
Website: www.mfoodie2go.co.za
Effective Date: 30 March 2026
This Refund, Returns and Cancellation Policy applies to all purchases made through Mfoodie2Go, including food orders, groceries, products, services, subscriptions, delivery orders, and collection orders.
This Policy must be read together with our Terms of Use and is drafted in accordance with the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).
Nothing in this Policy limits or removes any rights that customers have under South African law.
1. Customer Rights Under South African Law
Customers using Mfoodie2Go have statutory rights, including the right to:
- receive goods that match the description
- receive goods that are safe and of good quality
- return defective or unsafe goods
- cancel certain online purchases within the legal cooling-off period
- receive refunds for undelivered orders
- receive refunds where goods are not fit for purpose
These rights apply in addition to any merchant-specific policies.
2. 7-Day Cooling-Off Period for Eligible Online Purchases
For eligible online purchases, customers may cancel the transaction within 7 calendar days after delivery for any reason, as provided for under ECTA.
Conditions
- cancellation request must be submitted within 7 calendar days
- goods must be returned in reasonable condition
- customer pays return costs unless the item is defective
- refund is processed after receipt and inspection
This right applies without penalty, except for reasonable direct return costs where legally permitted.
Important: This cooling-off right generally does not apply to prepared meals, perishables, or customised items once prepared or where health and safety rules prevent return.
3. Defective, Damaged or Unsafe Goods
Under the CPA, customers may return defective, damaged, unsafe, or failed goods within 6 months of delivery.
The customer may choose one of the following remedies:
- repair
- replacement
- full refund
The choice of remedy belongs to the customer where the CPA applies.
No penalty fee may be charged for defective returns.
Return shipping or collection costs for defective goods will be for the supplier’s account.
4. Wrong Item, Missing Item or Incorrect Order
If a customer receives:
- the wrong item
- missing items
- incorrect quantity
- an item materially different from its description
the customer must notify Mfoodie2Go or the merchant within 24 hours of delivery or collection.
The customer may request:
- replacement
- redelivery of missing items
- refund for affected items
- full refund where appropriate
5. Food, Prepared Meals and Perishable Items
Because Mfoodie2Go includes restaurants, groceries, takeaways, and prepared meals, special rules apply.
Refunds Allowed
Refunds or replacements may be granted where:
- the order is incorrect
- food is spoiled
- food is contaminated
- food is unsafe
- item is expired
- order was never delivered
- item paid for is unavailable
- quality falls materially below a reasonable standard
Refunds Normally Not Allowed
Refunds may not normally be granted for:
- change of mind after preparation
- taste preference complaints where properly prepared
- partially consumed meals unless unsafe
- customer ordering error
- failure to collect within 24 hours
This remains subject to CPA rights.
6. Pay & Collect Later Refunds
For Mfoodie2Go Pay & Collect Later, collection is free for 24 hours.
If the customer fails to collect within 24 hours:
- refund may be refused for prepared or perishable items
- a 3.5% penalty fee applies
Penalty Allocation
- 1.5% retained by Mfoodie2Go
- 2% paid to the merchant
Formula:
Penalty = Order Value × 3.5%
Example:
Order value = R100
Penalty = R3.50
Refund = R96.50
This does not apply where the failure to collect was caused by merchant closure, platform fault, or delivery/collection system failure.
7. Non-Delivery Refunds
Where an order is not delivered due to:
- merchant cancellation
- stock unavailability
- courier failure
- payment system error
- technical system fault
the customer is entitled to a full refund.
Refunds must be processed within a reasonable time.
8. Delivery Delays
Delivery times are estimates only.
Where delivery is excessively delayed and the customer no longer wishes to proceed, Mfoodie2Go may offer:
- full refund
- partial refund
- redelivery
- platform credit (with consent)
depending on the circumstances and applicable law.
9. Subscription and Business Listing Fees
Merchant subscription fees, including:
- From R75 Single Account Plan
- From R125 Inventory Plan
- From R1,025 Multi-Shop Plan
are generally non-refundable once the billing period has commenced, unless required by law.
Refunds may be granted for:
- duplicate payments
- billing errors
- service activation failure
10. Payment Reversals and Chargebacks
Where a payment is reversed, disputed, or charged back, Mfoodie2Go may:
- suspend the order
- reverse merchant payout
- deduct from future payouts
- suspend account access
11. Refund Method
Refunds will be processed using the original payment method, unless otherwise agreed.
This may include:
- bank card reversal
- EFT
- wallet reversal
- BNPL provider reversal
Store credit or vouchers may only be used with customer consent.
12. Refund Timeframes
Estimated refund processing times:
- Card / Wallet: 3–10 business days
- EFT: 3–5 business days
- BNPL: subject to provider rules
- Bank reversals: subject to banking timelines
13. How to Request a Refund
Customers must provide:
- order number
- proof of payment
- description of issue
- photo evidence where applicable
- date and time of order
14. Dispute Resolution
Where a dispute cannot be resolved internally, customers may escalate the matter to:
- Consumer Goods and Services Ombud
- National Consumer Commission
- South African courts