Refund & Returns Policy

Because of the perishable nature of prepared food and applicable food-safety rules, items cannot be returned once an order has been prepared, collected or delivered. This does not affect your rights under the Consumer Protection Act 68 of 2008 where goods are unsafe, defective or not as described.

A full or partial refund may be approved where:

• The order was never delivered, or the driver could not complete delivery for reasons attributable to the restaurant or driver.
• You were charged more than once for the same order, or a payment was taken for an order that was never placed or was cancelled before preparation.
• You received the wrong order, or the wrong items were included.
• Items you paid for were missing from the delivered order.
• The food arrived in an unacceptable condition — spilled, contaminated, unsafe, spoiled or clearly not fit to eat.
• The restaurant cancelled the order, was closed, or could not fulfil the items ordered.

Refunds are generally not issued where:

• You changed your mind after preparation started.
• You provided an incorrect address or were unreachable at delivery (see our Shipping & Delivery Policy).
• The complaint relates only to personal taste preferences, portion expectations, or an estimated delivery time being exceeded where the food arrived in good condition.
• The claim is fraudulent, duplicated or forms part of a pattern of abusive refund requests.

• Open the order in My Orders in the KasiGo app and use the support or chat option, or email support@kasigo.app.
• Submit your request within 24 hours of delivery (or of the expected delivery time for an undelivered order).
• Include your order number, what went wrong, which items are affected, and clear photographs where the issue relates to missing, incorrect or poor-quality items.

• We acknowledge refund requests within 1 business day.
• We review the request with the restaurant and driver records and give you a decision within 5 business days, and in complex or disputed cases within 10 business days.
• Depending on the outcome we may issue a full refund, a partial refund for the affected items, or KasiGo credit where you prefer it.

Approved refunds are returned to the original payment method used for the order. We do not pay refunds into a different account, in cash, or to a third party. Once we release the refund, your bank or card issuer typically takes a further 3 to 10 business days to reflect it, depending on the institution. Refunds of the delivery fee are included where the order was not delivered or was delivered incorrectly.

Please contact us before lodging a chargeback with your bank — most issues are resolved faster directly. Chargebacks raised in bad faith may result in suspension under our Acceptable Use Policy.

Refund queries: support@kasigo.app.