Velaphi Delivery – Refund and Returns Policy

Effective Date: 07 July 2025

At Velaphi Delivery, we strive to ensure that every meal you order arrives fresh, hot, and exactly as you expected. However, we understand that sometimes things may not go according to plan. This Refund and Returns Policy outlines how we handle refund requests and returns for cooked food items ordered through the Velaphi Delivery app.

1. Eligibility for Refunds

Refunds may be issued under the following circumstances:

• Wrong item was delivered
• The order was not delivered at all
• Delivery was delayed beyond 90min
• Items were charged but not received
• refund but you pay for delivery

Note: Due to the nature of freshly prepared food, we do not accept returns or refunds for items based on personal taste preferences.

2. How to Request a Refund

If you believe you are eligible for a refund, please contact our support team within 7 min of receiving your order. Provide the following information:

• Order number
• Description of the issue
• Photos of the delivered item(s), if applicable
• Your full name and contact number

You may contact us via:
📞 Zulu (Customer Support): 063 354 1190

3. Resolution Process

Once we receive your complaint, we will:

1. Review your claim and any submitted evidence
2. Contact the relevant shop (e.g., Tladi Shop) if necessary
3. Provide a resolution within 24–48 hours

If the complaint is valid, we will issue a full or partial refund, offer store credit, or arrange for replacement delivery, depending on the situation.

4. Non-Refundable Situations

Refunds will not be issued in the following cases:

• You changed your mind after the food was prepared or en route
• Late pickup due to user error (e.g., wrong address)
• No one was available to receive the delivery
• Minor issues that do not affect the safety or quality of food (e.g., missing sauce or extra serviettes)

5. Contact Person

All refund and return queries are managed by:

Name: Thabiso Zulu
Phone: 063 354 1190
Hours: Monday–Sunday, 10:00 AM – 18:00 PM

6. Amendments to this Policy

Velaphi Delivery reserves the right to amend this Refund and Returns Policy at any time. Changes will be effective upon posting to the app or website. Continued use of the app implies agreement with the current version of this policy.