Refund & Cancellation Policy
Last updated: September 2026
1. Order Cancellations
- Before restaurant confirmation: You may cancel your order at no charge. A full refund will be issued.
- After restaurant confirmation: Cancellations are at the restaurant's discretion. If food preparation has begun, a refund may not be possible.
- Pickup orders: Must be cancelled before the restaurant begins preparation.
2. Refund Eligibility
You are eligible for a full or partial refund in the following circumstances:
- Order was cancelled before restaurant confirmation
- Order was never delivered due to a driver or restaurant error
- Wrong items were delivered
- Food was significantly different from what was described
- Duplicate payment was made
3. Non-Refundable Situations
- Order was delivered successfully and matches what was ordered
- Customer was unavailable at the delivery address
- Incorrect delivery address was provided by the customer
- Customer changed their mind after food preparation began
4. How to Request a Refund
- Contact us within 24 hours of the order at info@cravely.co.za
- Include your order number and reason for the refund request
- Attach any supporting evidence (photos of incorrect items, etc.)
5. Refund Processing Time
Approved refunds are processed within 5–10 business days back to the original payment method. Processing times may vary depending on your bank or payment provider.
6. Returns Policy
As Cravely is a food delivery service, physical returns are not applicable. If you received incorrect or unsatisfactory food, please contact us within 24 hours and we will investigate with the restaurant partner.