Refund Policy

At The Delivery, we strive to ensure every order arrives perfectly. However, we understand that mistakes can happen. This policy outlines when refunds are issued and how you can request one.

1. When You Are Eligible for a Refund

You may be entitled to a full or partial refund in the following situations:

• Missing Items: If a portion of your order is missing, we will issue a partial refund for the specific items that were not delivered.
• Incorrect Order: If you receive completely wrong items or an order meant for someone else, you are entitled to a full refund or a replacement order.
• Damaged Goods: If your food or products arrive completely ruined (e.g., severely spilled during transit or crushed), you are eligible for a refund.
• Store/Driver Cancellations: If the store cancels your order, or we are unable to fulfill it due to a lack of available drivers, you will receive a full 100% refund automatically.

2. Non-Refundable Situations

To protect our local merchant partners and drivers, we cannot issue refunds in the following scenarios:

• Customer Error: If you entered the wrong delivery address and the driver is unable to deliver the order.
• Unresponsive Customer (No-Show): If the driver arrives at your location and cannot reach you via phone or app notifications within 10 minutes.
• Change of Mind: For perishable goods (food, groceries, flowers), we cannot offer refunds if you simply change your mind after the store has started preparing your order.
• Taste Preferences: If the food was prepared correctly according to the menu description but you simply did not like the taste or presentation.

3. How to Request a Refund

If there is an issue with your order, time is of the essence—especially with hot food and perishables.

1. Report the issue directly through the Help/Support section in The Delivery App within 24 hours of receiving your order (for perishable food, please report within 1 hour).
2. Provide clear photographic evidence of the incorrect or damaged items. Our team needs this to verify the issue with the store or driver.
3. Include your Order ID and a brief description of the problem.

4. Refund Methods and Timelines

Once our support team approves your refund request, you can choose how you would like to be compensated:

• The Delivery Wallet (Recommended): We can credit your in-app wallet instantly. You can use these funds immediately on your next order.
• Original Payment Method: We can refund the money directly to the card or bank account used for the purchase. Please note that depending on your bank, this can take 3 to 7 business days to reflect in your account.

For any refund-related inquiries or escalations, please email our support team at hello@thedelivery.co.za.