Cancellation Policy
At Brunchdin, we strive to ensure a seamless and enjoyable food delivery experience for all our customers. However, we understand that sometimes situations arise where an order needs to be canceled. This Cancellation Policy outlines the process, terms, and conditions for canceling an order placed through our platform, Brunchdin.com. We encourage our customers to read this policy carefully to understand the conditions under which cancellations can be made, and the corresponding procedures and fees that may apply.
We understand that plans can change and that sometimes cancellations are necessary. We are committed to offering our customers flexibility, but please note that cancellations are subject to certain limitations. Once an order has been processed, it may not be eligible for cancellation.
You may cancel an order under the following conditions:
Order Not Processed Yet: If your order has not been confirmed or processed by the restaurant, you may cancel it without incurring any charges. This applies if the restaurant has not yet started preparing or dispatched the order.
Within 10 Minutes of Order Placement: If you wish to cancel your order, you must do so within 10 minutes of placing it. After this period, the cancellation may not be possible or will incur a cancellation fee (described below). This applies to all orders that have been processed or are in preparation.
Restaurant Availability: If the restaurant you ordered from has experienced an issue, such as being unable to fulfill your order due to unforeseen circumstances (e.g., ingredient shortages, staff unavailability), Brunchdin will work with the restaurant to either cancel or adjust your order. In this case, you will be refunded or provided with a suitable alternative.
Special Circumstances: In the case of extenuating circumstances (e.g., bad weather, technical issues, payment problems, etc.), Brunchdin may cancel an order at its discretion, and you will be notified promptly.
If you need to cancel an order, you must follow the steps outlined below:
Free Cancellations: Cancellations made within the first 10 minutes of placing the order or before the restaurant starts preparing the meal will not incur any charges.
Cancellation Fee After 10 Minutes: If you cancel the order after 10 minutes but before the restaurant has started preparing it, a cancellation fee of up to 3%+Rm1 of the order total may apply. This fee covers the operational costs incurred for processing and attempting to fulfill the order.
Non-Refundable Orders: If your order has already been prepared and dispatched by the restaurant, it will no longer be eligible for cancellation, and no refund will be issued. However, you may request a review of exceptional circumstances if the order has not yet been delivered.
Special Orders: In the case of special orders, including but not limited to bulk orders, pre-ordered items, or items with customized requests, cancellation is subject to the restaurant’s specific terms and conditions, which may include non-refundable deposits or full prepayment. These terms will be outlined at the time of ordering.
Once your order is successfully canceled, we will initiate the refund process. Refunds are typically processed using the original payment method and may take up to 5-30 business days to appear in your account or instantly appear in your Brunchdin E-wallet.
Refunds may be subject to the following conditions:
Full Refund: If your cancellation request is approved under the terms specified above, you will receive a full refund of the order amount, minus any applicable cancellation fees.
Partial Refund: If the cancellation request is made after the restaurant has begun preparing or dispatching the order, a partial refund may be issued. This will depend on the amount of work the restaurant has already completed, as well as the timing of the cancellation.
No Refund: No refund will be issued for orders that are already in the process of delivery or have been successfully delivered. Additionally, special orders or non-refundable items are not eligible for a refund.
Please note that some restaurants may have their own cancellation policies that are separate from the general Brunchdin cancellation policy. These policies may apply in cases where you have placed a special request or custom order, or when you are ordering from a restaurant with specific terms. These restaurant-specific policies will be communicated to you at the time of placing your order.
Brunchdin is not responsible for cancellations resulting from customer miscommunication, such as entering the wrong delivery address, misunderstanding the restaurant’s menu, or requesting the wrong items. It is your responsibility to verify all details before submitting the order.
If an order is canceled because of an error on your part, you may be required to pay a cancellation fee, and you will not be eligible for a refund.
Brunchdin reserves the right to cancel an order in the following circumstances:
Payment Issues: If there are issues with payment verification or fraudulent activity associated with the payment method used, Brunchdin reserves the right to cancel the order and refund the amount to the customer.
Technical Issues: In the event of a technical error on the platform (website or app) that causes an order to be placed incorrectly or in duplicate, Brunchdin may cancel the order. You will be notified promptly, and a full refund will be issued.
Delivery Issues: If a delivery issue arises, such as an inability to deliver to the provided address due to accessibility or other factors, Brunchdin may cancel the order. You will be contacted to discuss alternative arrangements, and a refund may be issued depending on the situation.
We understand that emergencies or unexpected events may prevent you from following the cancellation process promptly. If your cancellation request is made after the allowable window but under reasonable circumstances, Brunchdin will review the case and determine whether a refund or partial refund can be provided. Please note that this is not guaranteed and will depend on the restaurant's processing status and the timing of the cancellation.
Brunchdin reserves the right to modify or amend this Cancellation Policy at any time. Any changes will be effective immediately upon posting on the website or within the Brunchdin app. It is your responsibility to review the Cancellation Policy periodically to stay informed about any updates.
If you have any questions, concerns, or need further assistance regarding our Cancellation Policy, please do not hesitate to contact Brunchdin Customer Support:
We appreciate your understanding and cooperation and look forward to continuing to serve you through Brunchdin.
Thank you for choosing Brunchdin. We are committed to providing the best food delivery experience possible.
