1. Introduction
This Refund, Cancellation & Returns Policy explains when customers may cancel orders, request refunds, or report issues relating to purchases made through the Venda Eats platform.
Venda Eats is a technology platform that connects customers with independent food vendors and delivery partners. While we facilitate orders and payments, food is prepared and supplied by independent vendors.
This policy is designed to comply with the South African Consumer Protection Act (CPA), the Electronic Communications and Transactions Act (ECTA), and other applicable laws.
2. Order Cancellation
2.1 Customer Cancellation Before Vendor Acceptance
Customers may cancel an order free of charge if the vendor has not yet accepted and started preparing the order. If payment has already been made, a full refund will be processed.
2.2 Customer Cancellation After Vendor Acceptance
Once a vendor has accepted an order and begun preparing food, cancellation may no longer be possible. If cancellation is approved after preparation has started, the customer may be charged for:
- Food already prepared
- Packaging costs
- Delivery costs already incurred
- Payment processing fees where applicable
The amount refunded will depend on the stage of the order.
2.3 Cancellation During Delivery
Once a driver has collected the order, cancellations are generally not permitted. No refund will normally be issued unless:
- The incorrect order was delivered.
- The food is unsafe or spoiled.
- Delivery could not be completed due to circumstances beyond the customer's control.
- Venda Eats determines that exceptional circumstances apply.
2.4 Vendor Cancellation
A vendor may cancel an order if:
- An item becomes unavailable.
- The business closes unexpectedly.
- There is a technical issue preventing fulfilment.
- Safety or operational concerns prevent preparation.
Customers will receive a full refund for cancelled items.
2.5 Delivery Partner Cancellation
If a delivery cannot be completed due to driver-related issues, Venda Eats will attempt to assign another driver. If delivery cannot be completed, customers will receive an appropriate refund.
3. Refund Policy
Refunds may be approved where Venda Eats determines that the customer has a valid claim. Refund requests should be submitted as soon as possible after delivery.
Food Never Delivered
If an order is not delivered and cannot be completed, a full refund will normally be issued.
Incorrect Items
If the customer receives substantially incorrect items, Venda Eats may provide replacement items (where practical), or a full or partial refund.
Missing Items
Where part of an order is missing, Venda Eats may issue a partial refund, store credit, or replacement items where available.
Poor Food Quality
Refunds may be considered where food:
- Is spoiled
- Is unsafe to consume
- Contains foreign objects
- Is significantly undercooked or burnt
- Does not reasonably match the menu description
Evidence such as photographs may be requested.
Delivery Problems
Refunds may also be considered where:
- Delivery is excessively delayed without reasonable explanation.
- The order arrives severely damaged.
- Food has clearly been mishandled during delivery.
Minor delays caused by weather, traffic, or peak demand will not automatically qualify for refunds.
4. Situations Where Refunds Will Normally Not Be Given
- The customer changes their mind after preparation has begun.
- The delivery address supplied was incorrect.
- The customer is unavailable to receive the order.
- The customer refuses delivery without valid reason.
- The customer dislikes the taste of food prepared according to the menu description.
- Minor packaging imperfections do not affect food quality.
5. Refund Method
Approved refunds will normally be returned using the original payment method. Where this is not possible, Venda Eats may issue platform credit or another mutually agreed refund method. Refund processing times depend on the customer's bank or payment provider.
6. Cash on Delivery Orders
- Refunds may be issued only where payment was collected and the customer is entitled to a refund.
- If payment was not collected because the order was cancelled before delivery, no refund is required.
7. Promotional Discounts and Vouchers
If an order paid using a voucher, coupon, or promotional discount is refunded:
- The cash portion paid may be refunded.
- Promotional discounts may not be reinstated unless required by law or expressly stated in the promotion.
8. Returns
Due to health and food safety regulations, prepared food cannot usually be returned. Venda Eats may request photographs or other evidence when investigating complaints.
9. Fraud Prevention
Venda Eats reserves the right to decline refund requests where there is reasonable evidence of fraud, abuse of the refund system, false claims, or repeated suspicious activity. Accounts engaging in fraudulent activity may be suspended or permanently closed.
10. Chargebacks
Customers are encouraged to contact Venda Eats before initiating a payment dispute with their bank. Where a chargeback is found to be fraudulent or unjustified, Venda Eats reserves the right to contest the chargeback, recover associated costs where legally permitted, and suspend or terminate the customer's account.
11. Vendor Responsibility
Vendors remain responsible for food quality, correct order preparation, accurate menu information, and compliance with food safety laws. Venda Eats may recover approved refund amounts from vendors where the vendor is responsible for the issue, in accordance with the Vendor Agreement.
12. Delivery Partner Responsibility
Delivery partners are responsible for collecting the correct order, delivering to the correct address, handling food carefully, and maintaining appropriate hygiene standards. Where delivery partners are responsible for damage or delivery failures, Venda Eats may recover associated costs in accordance with the Delivery Partner Agreement.
13. Customer Responsibilities
- Provide accurate delivery details.
- Ensure someone is available to receive the order.
- Inspect the order promptly after delivery.
- Report issues as soon as reasonably possible.
14. Contact Us
Email: support@vendaeats.app
Alternative Email: oddfulukhoza@gmail.com
Phone: +27 79 262 5657
Location: Konanani Street, Thohoyandou, Limpopo, South Africa, 0950