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Refund Policy

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

KasiGo is committed to providing reliable delivery services. This Refund Policy explains when refunds or credits may be issued and how such requests are handled.

By using KasiGo, you agree to the terms set out below.

1. GENERAL REFUND PRINCIPLES

  • Refunds are not issued in cash.

  • All approved refunds are processed as KasiGo Wallet Credits unless otherwise required by law.

  • Wallet credits can be used for future orders on the KasiGo platform.

  • Refund requests must be submitted within 24 hours of the delivery time.

2. FOOD DELIVERY REFUNDS

2.1 Refunds May Be Approved For:

Refunds or wallet credits may be issued if:

  • The order was not delivered

  • The order was delivered to the wrong address due to driver or system error

  • Items were missing from the order

  • The order received was incorrect

  • Food arrived spoiled, unsafe, or unfit for consumption

  • Double payment occurred due to app or payment error

2.2 Non-Refundable Food Orders:

No refunds will be issued for:

  • Change of mind after order acceptance

  • Incorrect items selected by the customer

  • Delays caused by factors beyond KasiGo’s control (weather, traffic, power outages)

  • Orders partially consumed or tampered with after delivery

3. PARCEL DELIVERY REFUNDS

3.1 Refunds May Be Approved For:

Refunds or wallet credits may be considered if:

  • The parcel was not collected or delivered

  • The parcel was delivered to the wrong recipient due to driver error

  • The parcel was lost while in KasiGo’s custody

  • The delivery failed due to system or operational error

3.2 Non-Refundable Parcel Deliveries:

No refunds will be issued if:

  • Incorrect delivery details were provided by the sender

  • The recipient was unavailable at the delivery location

  • The parcel was rejected by the recipient

  • The parcel contained prohibited or undeclared items

  • Damage resulted from inadequate or improper packaging

4. DELIVERY FEES

  • Delivery fees may be refunded only if the delivery did not occur due to KasiGo fault.

  • If a delivery attempt was made but failed due to customer error or unavailability, delivery fees are non-refundable.

5. CASH ON DELIVERY (COD)

  • For COD orders, approved refunds will be issued as KasiGo Wallet Credit only.

  • No cash refunds will be issued under any circumstances.

6. REFUND REQUEST PROCESS

To request a refund:

  1. Open the KasiGo app or website

  2. Select the affected order

  3. Submit a refund request with supporting details or images (where applicable)

  4. Requests are reviewed within 3–5 business days

KasiGo reserves the right to approve or decline refund requests after investigation.

7. ABUSE OF REFUND POLICY

KasiGo reserves the right to:

  • Limit or refuse refunds for repeated or fraudulent claims

  • Suspend or terminate accounts that abuse the refund system

8. FINAL DECISION

All refund decisions made by KasiGo are final and based on available information, delivery records, and platform data.

9. CONTACT US

For refund-related queries, contact KasiGo support through the app or website.

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