REFUND POLICY
Last Updated: 20/02/2025
1. Introduction
1.1 Business Information
1.2 Purpose of This Policy
This Refund Policy explains when and how refunds are issued for purchases made using The Delivery’s Platform. By placing an order, you agree to be bound by the terms of this Refund Policy. This policy applies to all users of the Platform—whether accessing it via our mobile applications, web app, or React-based website.
1.3 Scope
This policy covers refund requests arising from:
- Damaged items
- Incorrect or missing items
- Other circumstances as detailed below
Refunds for reasons beyond those stated herein may be handled on a case-by-case basis at the sole discretion of The Delivery, provided they align with local consumer protection laws.
2. Eligibility for Refunds
2.1 Damaged Items
If an item is delivered in a visibly damaged condition, you must:
- Report the damage within 24 hours of receiving the item.
- Provide clear photographic or video evidence and any supporting documentation.
2.2 Incorrect or Missing Items
If the delivered order contains incorrect items or is missing certain items, you must:
- Report the issue within 24 hours of receiving the order.
- Specify the missing or incorrect items and include photographic evidence where applicable.
2.3 Pharmacy/Medical Items
For orders that include pharmacy or medical items:
- Refund requests will be subject to additional verification.
- In accordance with applicable health regulations, certain opened or used items (such as medications or sealed medical devices) may not be eligible for a refund.
- Please review the specific guidelines provided on the order confirmation or contact customer support for clarification.
2.4 Refund Limitations
- Late Delivery: Delays due to traffic, weather conditions, vehicle breakdowns, accidents, or other unforeseen circumstances are not eligible for a refund.
- Change of Mind: Refunds will not be issued if you change your mind about a product or if the product meets the description provided by the store.
- Wallet Payments: If the payment was made via wallet credits or a similar system, refunds (if applicable) will be processed as a reversal to your wallet balance, subject to the terms outlined in our wallet policy.
3. Refund Process
3.1 Notification Period
All requests for refunds must be initiated by contacting our support team at hello@thedelivery.co.za or calling +27 15 004 1681 within 24 hours of receiving the order. Claims submitted after this period may be deemed ineligible for a refund.
3.2 Information Required
To expedite your refund request, please provide the following details:
- Full name and contact information (phone number, email address)
- Order number, date, and time of purchase
- A detailed description of the issue (e.g., damaged item, incorrect item)
- Clear photographic or video evidence (if applicable)
3.3 Investigation Timeline
Upon receiving your refund request, we will:
- Verify the order details with the store and the driver.
- Review the provided evidence and order logs.
- Communicate with all involved parties as necessary.
We aim to resolve refund requests within 7 business days; however, complex cases may require additional time.
3.4 Refund Resolution
If your claim is approved, the refund may be issued as:
- A credit or reversal to the original payment method (e.g., bank card, mobile wallet).
- A credit to your in-app wallet (if applicable), allowing you to make future purchases on the Platform.
4. Conditions and Limitations
4.1 Final Decision
All refund decisions made by The Delivery are final. We reserve the right to reject any refund request that does not meet the conditions outlined in this policy or appears fraudulent or abusive.
4.2 Fraudulent or Abusive Claims
We monitor refund requests closely. If we suspect that a user is abusing this policy or submitting fraudulent claims, we reserve the right to suspend or terminate the user’s account and pursue further legal action as necessary.
4.3 Applicable Law and Rights
Nothing in this Refund Policy limits your statutory rights under South African law or other applicable consumer protection regulations.
5. Additional Notes
5.1 Driver and Store Responsibilities
- Drivers: Drivers are responsible for handling orders carefully during transit. The Delivery does not accept liability for driver negligence or accidents unless it is proven that the driver followed explicit instructions from The Delivery that led to the damage.
- Stores: Each store is responsible for preparing items in compliance with local health and safety regulations. Any issues with defective or spoiled items are primarily the store’s responsibility, though The Delivery will facilitate communication between the store and the customer.
5.2 Delay and Force Majeure
While The Delivery strives for timely deliveries, factors beyond our control (e.g., severe weather, traffic incidents, or other force majeure events) may cause delays. Such delays are not grounds for a refund unless required by local consumer protection laws.
5.3 Google Play Compliance
In accordance with Google Play Console’s Developer Policies, we maintain a clear, transparent process for consumer complaints and refund requests. For further information or to report any issues, please contact us at hello@thedelivery.co.za.
6. How to Contact Us
If you have any questions regarding this Refund Policy or wish to request a refund, please contact us at:
- Email: hello@thedelivery.co.za
- Telephone: +27 15 004 1681
- Address: 19 Ghiordes St, Bendor, Polokwane, 0699, South Africa
7. Changes to This Policy
The Delivery reserves the right to update or modify this Refund Policy at any time. All changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically to stay informed about our refund practices.
By placing an order with The Delivery, you acknowledge that you have read, understood, and agreed to this Refund Policy.
