Refund and Cancellation Policy

At Foodusty, we aim to deliver every order accurately, on time, and in good condition. This Refund and Cancellation Policy explains when refunds, credits, or order cancellations may apply for orders placed through the Foodusty platform.

By placing an order or accepting an order through Foodusty, you agree to this policy. Foodusty reserves the right to update these terms at any time.

Customers may cancel an order before the restaurant has accepted or started preparing it. You can cancel through the Foodusty app under Your Orders.

If the restaurant has already started preparing the order, cancellation may not be possible, and standard refund eligibility rules will apply.

If a driver has already picked up the order, cancellation is no longer available. In exceptional cases, contact support@foodustry.co.za for assistance.

Restaurants may cancel an order if an item is unavailable, if the customer cannot be reached, or if operational issues prevent fulfilment. The customer will be notified and refunded in full.

Drivers may cancel an assigned delivery only in specific circumstances, such as inability to reach the customer, unsafe delivery conditions, or vehicle breakdown. Drivers must report the reason through the driver app.

Frequent or unexplained cancellations by restaurants or drivers may result in warnings, penalties, suspension, or removal from the platform.

Refunds or account credits may be considered in the following situations:

The order was not delivered within a reasonable time or was cancelled by the restaurant or driver after payment.

Items are missing, incorrect, or significantly different from what was ordered, and the issue is reported with supporting evidence.

The food arrived in a condition that makes it inedible, such as spills, contamination, or severe temperature issues.

A duplicate or erroneous charge occurred due to a technical issue.

The order was cancelled in line with this policy before preparation began.

No cancellation fee is charged if the customer cancels before the restaurant accepts or begins preparing the order.

If a cancellation request is received after preparation has started, the customer may still be charged for the food and any applicable service or delivery fees.

Foodusty may apply a cancellation fee for repeated last-minute cancellations or no-show customers to help protect restaurants and drivers.

Open the Foodusty app, go to Your Orders, select the relevant order, and tap "Report an Issue" or "Request Refund".

Provide a clear description of the problem and, where possible, upload photos of the incorrect, missing, or damaged items.

Our support team will review your request and respond within 24 to 72 hours.

You may also email support@foodustry.co.za with your order number, account phone number, and details of the issue.

Approved refunds will be issued to the original payment method used for the order.

Refunds typically reflect within 5 to 10 business days, depending on your bank or payment provider.

In some cases, we may issue Foodusty account credit instead of a cash refund, especially for promotional or partial-order issues.

Refunds are calculated based on the affected items, delivery fees, and any applicable service charges.

If only part of an order is affected, Foodusty may issue a partial refund equal to the value of the missing, incorrect, or damaged items.

Delivery fees are generally not refunded unless the entire order was not delivered or was cancelled by the restaurant or driver.

Refund requests must be submitted within 24 hours of delivery or the scheduled delivery time for cancelled orders.

Requests submitted after this window may still be reviewed but are not guaranteed.

Refunds are not typically issued for:

Orders where the customer provided an incorrect or incomplete delivery address.

Delays caused by severe weather, traffic, or other circumstances outside Foodusty’s reasonable control.

Customer change of mind after the order has been prepared or dispatched.

Issues with customisation instructions that were correctly followed by the restaurant.

Promotional or voucher orders where the terms explicitly state no refunds.

Restaurants may dispute refund deductions through the Restaurant Portal within 48 hours of the refund being applied.

Drivers may dispute delivery-related penalties if they can provide evidence that the issue was not caused by them.

Foodusty will review dispute evidence and make a final decision in line with platform records and user communications.

Foodusty actively monitors refund and cancellation requests for fraudulent or abusive behaviour. Accounts found to be misusing these systems may be suspended or permanently banned.

We reserve the right to refuse refunds if we believe a request is dishonest or unsupported.

For any questions about refunds, cancellations, or to appeal a decision, please contact our support team at support@foodustry.co.za or through the in-app help centre.

Foodusty (Pty) Ltd, South Africa.