Shipping & Delivery Policy

KasiGo SA is a food delivery and local logistics marketplace. We connect customers with independent restaurants and independent delivery drivers. The restaurants prepare the food and are responsible for its quality, packaging and preparation time; the drivers transport it. KasiGo provides the technology, ordering, payment and support layer that makes the transaction possible.

Delivery is available only within the areas serviced by KasiGo at the time of ordering. Availability is shown in the app based on your delivery address. If your address falls outside a restaurant's delivery radius, that restaurant will not be available to you.

Any delivery time shown before or after checkout — including live ETAs on the tracking screen — is a good-faith estimate, not a guarantee. Actual delivery times may vary due to:

• Traffic congestion, road closures or load-shedding affecting the area
• Weather conditions
• Restaurant preparation time and kitchen volume at peak periods
• Driver availability in your area
• Order size, number of stops, or access difficulties at the delivery address (gated complexes, security checks, building access)

We continuously update the ETA in the app as the order progresses so you always see our latest estimate.

The delivery fee, any service fee and applicable VAT are calculated and displayed in the cart and on the checkout screen before you confirm and pay. You will never be charged a delivery fee that was not shown to you before payment. Delivery fees may vary by distance, demand and time of day.

You must provide an accurate, complete delivery address (including complex or unit number, gate codes and useful landmarks) and a working South African mobile number before placing an order. Please keep your phone reachable and notifications enabled from the moment you order until the food arrives.

• The driver will attempt to contact you by call and in-app chat on arrival.
• The driver will wait at the delivery point for a reasonable period, ordinarily up to 10 minutes.
• If you still cannot be reached, the order may be marked as an unsuccessful delivery. Because the food is perishable and prepared to order, it cannot be resold or re-delivered, and no refund is ordinarily payable in these circumstances.
• If the address you supplied is incorrect or incomplete and the driver can still reasonably reach you, a corrected drop-off may be arranged; an additional distance-based fee may apply.
• If a delivery fails because of the restaurant or driver (for example the order was never collected or the driver abandoned it), you are entitled to a full refund under our Refund & Returns Policy.

Orders are handed over at the address you supplied. If you ask for the order to be left at a door, gate or with a third party such as security or a receptionist, risk passes to you once the driver leaves it there as instructed.

You may cancel free of charge before the restaurant accepts and begins preparing your order. Once preparation has started the food cannot be recovered, so cancellations after that point are generally not refundable except as set out in our Refund & Returns Policy. Restaurants may decline or cancel an order if an item is out of stock or they are unexpectedly closed; in that case you receive a full refund.

Delivery queries: support@kasigo.app.