This Refund & Cancellation Policy explains when orders may be cancelled, when refunds may be issued and how payment adjustments are handled on the Culturei Deliveries platform.
Culturei Deliveries is committed to providing a fair, transparent and consistent approach when handling refund and cancellation requests.
Every request is assessed individually based on the specific circumstances of the order.
Factors considered include:
Submitting a refund request does not automatically guarantee that a refund will be approved.
Customers may request to cancel an order before it has been accepted by the restaurant partner.
Where cancellation is successful, the customer will generally receive an appropriate refund, subject to payment processing requirements and any lawful deductions.
Once a restaurant partner has accepted an order and begun preparing the food, cancellation may no longer be possible because costs may already have been incurred.
Each request will be assessed on its own merits.
Once an independent delivery driver has collected an order from the restaurant, cancellations will generally not be approved except where required by law or under exceptional circumstances.
Restaurant partners may occasionally need to cancel an order due to circumstances beyond their reasonable control.
Examples include:
Where a restaurant partner cancels an order before delivery, the customer will generally be entitled to an appropriate refund.
Repeated cancellations may affect the restaurant partner's performance assessment on the Culturei Deliveries platform.
If a delivery cannot be completed due to circumstances involving the assigned independent delivery driver, Culturei Deliveries will investigate the matter and determine an appropriate resolution.
Examples include:
Where appropriate, another independent delivery driver may be assigned to complete the delivery.
Customers should report incorrect or missing items as soon as reasonably possible after receiving their order.
Culturei Deliveries may investigate the matter together with the restaurant partner before determining the most appropriate outcome.
Depending on the findings, we may:
Food preparation, quality, freshness and packaging remain the responsibility of the restaurant partner.
Where a customer reports concerns regarding food quality, Culturei Deliveries will investigate the complaint in cooperation with the restaurant partner.
Following the investigation, an appropriate resolution may be offered, depending on the circumstances and available evidence.
A delivery may be considered unsuccessful in circumstances such as:
In these circumstances, refunds may be reduced or declined where costs have already been incurred or where permitted by applicable law.
If a customer is incorrectly charged due to a verified payment processing or system error, Culturei Deliveries will work with the authorised payment service provider to correct the error as soon as reasonably possible.
Where appropriate, any approved adjustment or refund will be processed using the original payment method, unless otherwise required by law or agreed with the customer.
Approved refunds will normally be processed using the original payment method wherever reasonably possible.
Refund processing times may vary depending on:
Once an approved refund has been submitted, Culturei Deliveries cannot guarantee the exact time taken by financial institutions to complete the transaction.
Culturei Deliveries is committed to protecting customers, restaurant partners and independent delivery drivers from fraudulent activity.
Refund requests may be declined where there is reasonable evidence of:
Where appropriate, fraudulent activity may result in account suspension, account termination and, where required by law, referral to the relevant authorities.
If a customer, restaurant partner or independent delivery driver disagrees with a refund or cancellation decision, they may request that the matter be reviewed by Culturei Deliveries.
Each review will be conducted fairly, impartially and based on the available information.
Where necessary, Culturei Deliveries may request additional information before making a final decision.
Nothing contained in this Refund & Cancellation Policy limits or excludes any rights or obligations that may apply under the laws of the Republic of South Africa.
This includes, where applicable, the Consumer Protection Act, 2008, the Electronic Communications and Transactions Act, 2002, and any other relevant legislation.
Where any provision of this Policy conflicts with applicable law, the relevant legal requirements will prevail.
Culturei Deliveries may amend or update this Refund & Cancellation Policy from time to time to reflect changes in legislation, payment processes, operational requirements or improvements to our services.
The latest version will always be published on the Culturei Deliveries platform and will take effect from the date of publication.
We encourage customers, restaurant partners and independent delivery drivers to review this Policy periodically.
Culturei Deliveries is committed to handling refund and cancellation requests fairly, transparently and professionally.
Our objective is to balance the legitimate interests of customers, restaurant partners, independent delivery drivers and the company while maintaining confidence in the Culturei Deliveries platform.
We encourage all parties to communicate honestly, provide accurate information and work together to resolve concerns as quickly and fairly as possible.