Refund & Cancellation Policy

Last updated: 2026-10-19

This Refund & Cancellation Policy forms part of our Terms & Conditions and explains when you are entitled to a refund or to cancel an order on Kasi Deliveries.

1. Legal framework

Food is a consumable product. Under section 44 of the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), the 7-day cooling-off right that normally applies to online purchases does not apply to goods that are perishable or are consumed by use. Refunds are therefore governed by the Consumer Protection Act 68 of 2008 ("CPA") and by this policy.

2. Your rights under the CPA

Under the CPA you have the right to:

• Receive goods of a good quality that are safe and free of defects.
• Receive goods that match the description you were given.
• Return defective goods for repair, replacement, or refund.
• Cancel a fixed-term agreement where the law allows.

These rights cannot be excluded, and this policy does not affect them.

3. Cancellation by the customer

Cancellations are handled as follows:

• Cancelled before the shop starts preparing: full refund of the amount paid, including delivery and platform fees.
• Cancelled after the shop has started preparing: the food cost is not refundable because the shop has already incurred the cost of ingredients and preparation. Delivery and platform fees may also not be refundable if a driver has already been dispatched.
• Cancelled by the shop: full refund, plus a note in your loyalty account if the cancellation is due to a shop-side issue.

To cancel, use the Help page or the order chat as soon as possible.

4. Quality issues and wrong items

If your order is wrong, missing items, cold, spoiled, or otherwise does not match what you ordered, tell the shop through the order chat as soon as the order is received, and at most within 24 hours. Depending on the issue, we may:

• Arrange a full refund of the affected item(s) and any delivery fee if the whole order was affected.
• Arrange a partial refund for the affected item(s).
• Arrange a replacement item at the shop's cost, if the customer prefers.

5. Not delivered

If the driver never arrives and the order is not delivered:

• You will not be charged, or, if you have already paid, you will be refunded in full.
• The delivery fee and platform fee will be refunded together with the item subtotal.

6. Cash orders

For cash-on-delivery orders, refunds (where applicable) are processed by EFT to the bank account you provide. We will contact you through the Help page to collect the account details.

7. EFT orders

For EFT orders, refunds are returned to the bank account the payment came from. Refunds are typically processed within 5 business days, but banks may take up to 10 business days to reflect the credit.

8. Disputes

If you are not satisfied with the outcome of a refund request, you may escalate it through the Help page. If we cannot resolve it together, you may refer it to the Consumer Goods and Services Ombud (CGSO) or to a competent court. Nothing in this policy limits your right to approach any statutory body or court.

9. Contact

For any refund or cancellation question, contact us at kasideliveries00@gmail.com.