Refunds and Cancellations

This policy covers On The Go delivery fees. Refunds for the items themselves are handled by the business you bought them from.

Cancelling a delivery

Before a driver accepts: you can cancel at no charge.
After a driver has accepted: contact us straight away on +27 00 000 0000 or hello@example.com. We will do our best to cancel it. If the driver is already on the way, a cancellation fee may apply.
After the order has been collected: it can no longer be cancelled, but you can contact us and we will help where we can.

When you will not pay, or we will refund the delivery fee

If we are unable to complete a delivery for a reason on our side, for example no driver is available or the driver is unable to complete it, you will not be charged the delivery fee, or we will refund it in full.

When the delivery fee is not refundable

The recipient was not available or did not answer.
The address or contact details were wrong or incomplete.
Identification or age confirmation required by the sender could not be provided at handover.
The delivery was cancelled after the driver had collected the order.

In these cases the order may be returned to the sender and the delivery fee still applies.

Problems with a delivery

Tell us within 24 hours of the expected delivery time, with your order reference and what went wrong. We will investigate and reply as quickly as we can. If something is wrong with an item itself, please contact the business you bought it from. We will help with what we know about the delivery.

How refunds are paid

Refunds are paid to the original payment method. Once we approve a refund it usually reaches you within 5 to 10 business days, depending on your bank.

Your rights

Nothing in this policy limits your rights under the Consumer Protection Act or any other law.

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