Refund and Cancellation Policy

Cancellation

By You:

• Cancel before restaurant acceptance (visible in order status)
• Post-acceptance cancellations may incur fees (up to full order value if prepared)

By Us/Restaurant:

• Possible for unavailability, payment issues, or errors
• You'll receive immediate notification and full refund

Process:

• Use the App's order tracking to request cancellation
• Reasons (e.g., change of mind) are recorded for support

Refunds

Eligibility:

• Full refunds for cancellations before preparation, delivery failures, or incorrect orders
• Partial refunds for minor issues (e.g., missing item)
• No refunds for consumed/late (but delivered) orders

Timeline:

• Processed within 5-7 business days
• Card refunds to original method
• Others to in-app wallet (instant)

Method:

• Automatic to wallet for speed; withdraw to bank via App
• Cash on delivery refunds via support

Disputes:

• If unsatisfied, contact support within 48 hours with photos/details
• We mediate with restaurants

Additional Information

• Refunds exclude delivery fees unless delivery fault
• Taxes are refunded proportionally
• For chargebacks, you agree to reimburse fees

How to Request

Submit requests via:

• App support section
• Email: support@numoeats.com

We aim to resolve within 72 hours.

Legal Compliance

This policy complies with South African Consumer Protection Act. Unresolved issues may be escalated to the National Consumer Commission.

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