Refund Policy
Effective Date: 29 July 2026
At Mfoodie2Go (Pty) Ltd, customer satisfaction is important to us. This Refund Policy explains when customers may qualify for a refund and how refund requests are handled for purchases made through the Mfoodie2Go platform.
1. Eligibility for Refunds
A customer may be eligible for a full or partial refund where:
- The order was paid for but was not fulfilled by the vendor.
- The wrong item was supplied.
- The item received was significantly different from the product description.
- The order was damaged before delivery due to handling by the vendor or delivery partner.
- A duplicate payment was processed.
- A cancelled order qualifies for a refund under this policy.
Refunds are assessed individually and may require supporting evidence.
2. Non-Refundable Items
Refunds will generally not be granted where:
- The customer changes their mind after the order has been prepared or dispatched.
- Incorrect delivery or collection information was provided by the customer.
- The customer fails to collect an order within the agreed collection period.
- The product has been consumed, altered, or improperly stored after delivery or collection.
- The issue results from customer misuse or negligence.
Nothing in this policy limits the rights provided to consumers under the Consumer Protection Act.
3. Food Safety
Due to health and food safety regulations, prepared meals and perishable products may not be returned unless:
- The product is spoiled or unsafe for consumption.
- The incorrect item was supplied.
- The product is damaged or contaminated upon delivery.
- The order does not meet acceptable quality standards.
Customers should report food quality concerns immediately upon receipt.
4. Order Cancellations
Before Vendor Acceptance
Orders cancelled before being accepted by the vendor may qualify for a full refund.
After Vendor Acceptance
Once a vendor has accepted, prepared, or dispatched an order, refunds may not be available except where required by law or approved following investigation.
5. Refund Process
To request a refund, customers should:
- Contact Mfoodie2Go Customer Support as soon as possible.
- Provide the order number and a description of the issue.
- Submit photographs where applicable.
- Cooperate with any reasonable investigation.
Additional information may be requested before a decision is made.
6. Refund Method
Approved refunds will be processed using the original payment method where possible.
Depending on the payment provider or financial institution, refunds may take 5–10 business days to reflect.
7. Vendor Responsibilities
Participating vendors are responsible for:
- Supplying products that match their listings.
- Maintaining product quality and food safety standards.
- Resolving verified order issues promptly.
- Cooperating with refund investigations.
Repeated breaches of quality standards may result in vendor suspension or removal from the Mfoodie2Go platform.
8. Customer Responsibilities
Customers are responsible for:
- Providing accurate delivery and contact information.
- Inspecting orders immediately upon delivery or collection.
- Reporting any problems without unreasonable delay.
- Following any storage or handling instructions provided with the product.
9. Consumer Rights
This Refund Policy is subject to the:
- Consumer Protection Act, 2008 (CPA)
- Electronic Communications and Transactions Act (ECTA)
- Protection of Personal Information Act (POPIA)
Nothing contained in this policy limits or excludes any statutory consumer rights.
10. Compliance
Mfoodie2Go (Pty) Ltd is committed to responsible consumer protection and is:
- Registered with the Information Regulator (South Africa) with an appointed Information Officer.
- A registered participant of the Consumer Goods and Services Ombud (CGSO) Scheme in terms of Clause 4.2 of the Consumer Goods and Services Industry Code.
11. Contact Us
For refund enquiries or disputes, please contact:
Mfoodie2Go (Pty) Ltd
Email: support@mfoodie2go.co.za
WhatsApp / Tel: 076 796 9821
Website: https://mfoodie2go.co.za
By using the Mfoodie2Go platform, customers acknowledge that they have read and accepted this Refund Policy together with our Terms and Conditions.
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