Shipping Policy
MFoodie2Go Shipping Policy (South African Law Compliant)1. IntroductionThis Shipping Policy outlines how orders are processed, shipped, and delivered by MFoodie2Go (Pty) Ltd, in accordance with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).By placing an order, you agree to the terms outlined in this policy.
2. Shipping ProviderFor all non-perishable items, MFoodie2Go uses:The Courier Guy as our registered delivery partner.
3. Shipping FeesOrders valued at R1,000 and above:
A fixed shipping fee of R150 applies for standard delivery within South Africa.All shipping fees will be clearly displayed at checkout as required by the CPA.
4. Order Processing & Delivery TimeframesOrders are processed within 1–3 business days after payment is received.Delivery times depend on your location and The Courier Guy’s operational schedules.You will be provided with a tracking number once your order has been dispatched.
Under the CPA, MFoodie2Go will make reasonable efforts to ensure timely delivery.
If delays occur beyond our control, customers will be notified promptly.
5. Buy & Collect – Free Collection OptionCustomers may choose to:Buy Online and Collect In-Store (Free)
Details of pickup locations and collection hours will be provided at checkout and in your order confirmation email.
6. Customer Responsibility (CPA Compliance)The customer must provide accurate delivery information.
MFoodie2Go is not liable for delays or lost items due to incorrect addresses.Ownership and risk transfer to the customer only upon delivery or collection, as per CPA guidelines.
7. Damaged, Incorrect, or Missing ItemsUnder the CPA, you have the right to receive goods that are:SafeOf good qualityFit for purpose
If your order arrives damaged, incomplete, or incorrect:Notify us within 7 days of delivery.Email: info@mfoodie2go.co.zaInclude your order number and photos (if applicable).
We will repair, replace, or refund the item in line with the CPA.
8. Failed DeliveriesIf delivery attempts fail due to customer unavailability or incorrect address:Additional redelivery fees may apply.This will be communicated before redelivery is arranged.
9. Customer SupportFor any questions regarding your order, delivery, or collection: info@mfoodie2go.co.za
Refund Policy
MFoodie2Go Refund & Returns Policy (South African Law Compliant)1. IntroductionThis 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 Eligibility2.1. Non-Perishable ProductsYou 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 ProductsFor 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 ItemsIf 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 TimeOnce 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 PolicySouth 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 FeesPaystack 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 FeesYoco fees (online payments):2.95% per online transactionNo refund of transaction fees when issuing refunds
Refund Policy for Yoco Transactions:If MFoodie2Go is at fault → Full refund, MFoodie2Go absorbs the Yoco feeIf 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 itemItem is defective, unsafe, expired, or damagedMFoodie2Go caused the error
(This complies with CPA fairness requirements.)
5. Non-Refundable SituationsRefunds will not be issued for:Change of mind for perishable itemsProducts bought on special promotion/clearance unless defectiveItems damaged by customer negligenceLate notifications outside the refund windowDigital wallet credit or vouchers already redeemed
6. Order Cancellations6.1. Before Order is ShippedIf the order has NOT yet been shipped:Customer-initiated cancellation → Refund minus gateway fee + R25 refund processing feeMFoodie2Go-initiated cancellation → Full refund
6.2. After Order is ShippedIf the order is already with the courier:Customer pays courier return costGateway fee and refund fee apply
Unless MFoodie2Go is at fault.
7. How to Request a RefundEmail: info@mfoodie2go.co.za
Include:Order numberReason for refundPhotos (if item is damaged, defective, or incorrect)
8. Compliance with South African LawThis policy complies with:Consumer Protection Act (CPA) – Rights to return defective goodsECTA – Cooling-off rights for online purchasesPOPIA – Secure handling of personal data during refund processing
Cancellation / Return / Exchange Policy
Cancellation, Return & Exchange Policy1. Order CancellationsYou may cancel your order before it is shipped.If cancelled before shipping, refunds are issued minus payment gateway fees (Paystack/Yoco) unless the cancellation is due to an error on our side.Once the order has been shipped, courier return costs may apply.
2. Returns (Non-Perishable Items)Returns are accepted within 7 days of delivery if the item is defective, damaged, incorrect, or not as described.Items must be in original packaging unless defective.If MFoodie2Go is at fault, we cover all return costs and issue a full refund or replacement.
3. Returns (Perishable Items)Perishable goods can only be returned if they are damaged, expired, spoiled, or unsafe on arrival.Report issues within 48 hours with photo evidence.
4. ExchangesExchanges are available for eligible items if stock allows.Exchange shipping costs depend on whether the issue is due to customer error or MFoodie2Go error.
5. RefundsApproved refunds are processed within 7–14 business days to the original payment method.Payment gateway fees (Stitch express) are not refundable unless the error was ours.
6. How to Request a Return or ExchangeEmail: info@mfoodie2go.co.za
Include your order number, reason for the request, and photos (if applicable).
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