Effective Date: 2025
Applies To: Food Delivery & Parcel Delivery Services

This Cancellation Policy explains when and how orders may be cancelled on the KasiGo platform.

By placing an order, you agree to the terms below.

1. GENERAL CANCELLATION RULES

• Orders may only be cancelled within a limited time after placement.

• Once an order has been accepted by a store, driver, or parcel handler, cancellation may no longer be possible.

• Cancellation eligibility depends on the order status at the time of the request.

2. FOOD DELIVERY CANCELLATIONS

2.1 Customer-Initiated Cancellations

Food orders may be cancelled:

• Within 2 minutes of placing the order, before preparation begins

Once food preparation has started:

• The order cannot be cancelled

• No refund or wallet credit will be issued

2.2 KasiGo or Store Cancellations

KasiGo may cancel a food order if:

• The store is unavailable or closed

• Items are out of stock

• A driver cannot be assigned

• Technical or system errors occur

In such cases, the customer will receive a KasiGo Wallet Credit for the order value.

3. PARCEL DELIVERY CANCELLATIONS

3.1 Customer-Initiated Cancellations

Parcel delivery orders may be cancelled:

• Before the parcel is collected by a driver

Once the parcel has been collected:

• The order cannot be cancelled

• Delivery fees become non-refundable

3.2 KasiGo-Initiated Cancellations

KasiGo may cancel a parcel order if:

• Incorrect or incomplete delivery details are provided

• The parcel contains prohibited or undeclared items

• Safety concerns arise

• No driver is available

Approved cancellations will be processed as KasiGo Wallet Credit, where applicable.

4. CASH ON DELIVERY (COD)

• COD orders can be cancelled only before dispatch.

• Once a driver is assigned or en route, COD orders cannot be cancelled.

5. FAILED DELIVERIES

If a delivery fails due to:

• Customer unavailability

• Incorrect address details

• Refusal to accept the order

The order will be marked as completed, and no cancellation or refund will apply.

6. ABUSE OF CANCELLATION POLICY

KasiGo reserves the right to:

• Restrict cancellation privileges

• Suspend or terminate accounts that repeatedly cancel orders without valid reason

7. FINAL DECISION

All cancellation decisions are final and based on system logs, order status, and operational records.

8. CONTACT US

For cancellation-related questions, contact KasiGo support via the app or website.

KasiGo Deliveries (Pty) Ltd
Service Area: Phuthaditjhaba, Free State
Website: www.kasigo.co.za