Cancellation Policy

Last Updated: 03/02/2025
Contact Information:

• Email: hello@thedelivery.co.za
• Address: 19 Ghiordes St, Bendor, Polokwane, 0699, South Africa
• Contact Number: 015 004 1681
• Website: thedelivery.co.za

1. Introduction

At The Delivery Co., we strive to provide fast and reliable delivery services. To ensure smooth operations, we have specific cancellation policies in place. Please read this policy carefully before placing an order.

2. General Cancellation Policy

Once an order is placed, it cannot be cancelled or modified except in the circumstances outlined below.

2.1. When Can You Cancel an Order?

• Before Order Confirmation:

  • If the order has not yet been accepted by the store or restaurant, it may be possible to cancel it.
  • Cancellation requests must be made immediately after placing the order.

• If the Store or Delivery Partner Cancels:

  • In rare cases, stores may be out of stock or unable to fulfill your order.
  • If your order is cancelled due to such reasons, a full refund will be processed.

• If the Delivery is Unavailable:

  • If we are unable to assign a delivery driver within a reasonable time, your order may be cancelled, and you will be refunded.

3. Non-Cancellable Orders

Orders cannot be cancelled in the following cases:

1. Once the Order is Confirmed

   • If the store or restaurant has already accepted and started preparing your order, cancellation is not possible.

2. During Delivery Process

   • If the order is already out for delivery, it cannot be cancelled.
   • No refunds will be issued for cancellations at this stage.

3. Late Deliveries Due to Unforeseen Circumstances

   • Orders cannot be cancelled due to delivery delays caused by traffic, weather, or other unforeseen factors.

4. Custom or Special Orders

   • Items that are specially customized or prepared for the customer cannot be cancelled.

5. Digital Goods or Non-Refundable Services

   • If you purchased a digital product or a non-refundable service through our platform, cancellations are not permitted.

4. How to Request a Cancellation

If your order qualifies for cancellation, follow these steps:

1. Contact Customer Support Immediately

   • Email us at hello@thedelivery.co.za or use the in-app support chat.
   • Provide your order number and reason for cancellation.

2. Wait for Confirmation

   • If your cancellation request is eligible, we will confirm it via email or app notification.

3. Refund Processing (if applicable)

   • Approved cancellations will be refunded within 7-10 business days via the original payment method.

5. Refunds for Cancelled Orders

• If the cancellation is approved before preparation begins, you will receive a full refund.
• If cancellation is not permitted under this policy, no refunds will be issued.
• If payment was made via online wallets or credit cards, refunds may take additional processing time.

6. Cancellation by The Delivery Co.

We reserve the right to cancel orders in the following cases:

• Store is unavailable or out of stock
• Unforeseen operational issues (e.g., technical errors, system outages)
• Fraudulent or suspicious transactions
• Repeated cancellation abuse by a customer

If we cancel an order, a full refund will be issued.

7. Dispute Resolution

If you believe your cancellation request was unfairly denied, you may contact us at hello@thedelivery.co.za. We will review your case and provide a resolution within 3-5 business days.

8. Changes to This Policy

The Delivery Co. reserves the right to update this policy at any time. The latest version will always be available on our website. Continued use of our services after an update means you accept the revised policy.

By using The Delivery., you acknowledge and agree to this Cancellation Policy.