Contents
- 1. Purpose and Scope
- 2. Delivery Areas
- 3. Delivery Hours
- 4. Delivery Times
- 5. Delivery Fees
- 6. Payment Methods
- 7. Order Acceptance and Confirmation
- 8. Late, Lost, or Damaged Deliveries
- 9. Circumstances Beyond Our Control
- 10. Customer Responsibilities
- 11. Driver Conduct and Safety
- 12. Complaints and Support
- 13. Changes to This Policy
- 14. Governing Law
1. Purpose and Scope
This Delivery Policy explains how KaziEats delivers orders placed through the Kazi Eats app, including delivery areas, timing, fees, payment options, and what happens if something goes wrong.
It applies to every order placed on the Kazi Eats platform and forms part of the terms under which KaziEats provides its delivery service to customers.
This policy should be read together with our Terms and Conditions and our Refund and Cancellation Policy.
Where this policy deals specifically with delivery, those other policies deal with account use, order cancellations, and refund processing more broadly.
2. Delivery Areas
KaziEats currently delivers within five defined delivery zones covering Soshanguve, Tshwane.
Coverage is shown in the app at checkout. If an address falls outside our current delivery zones, the app will let you know before you place your order.
You will not be charged a delivery fee for an order that KaziEats cannot fulfil because the delivery address is outside the available delivery zones.
We are actively expanding our delivery zones as our driver network grows. If your area is not currently covered, please check the app periodically as new zones may become available.
3. Delivery Hours
11:00 – 17:00, daily
Orders can only be placed and delivered within these hours. The app will not accept new orders outside of this delivery window.
Restaurant partners confirm their availability each morning ahead of the delivery window opening. The restaurants and products displayed in the app therefore reflect the availability communicated for that day.
4. Delivery Times
4.1 Target Delivery Time
KaziEats aims to deliver every order within one hour of order placement for addresses within our defined delivery zones.
Where conditions allow, we aim to deliver orders sooner than this target.
4.2 What Can Affect Delivery Time
Delivery times may be affected by factors outside our direct control, including:
- Restaurant preparation time.
- Weather conditions.
- Road conditions.
- Load-shedding.
- Traffic.
- Unusually high order volumes.
Where we expect a significant delay, we will try to notify you through the app.
4.3 Order Tracking
Once your order is confirmed, you can track its status in the app, from restaurant confirmation through to driver dispatch and delivery.
5. Delivery Fees
Delivery fees on KaziEats are calculated based on the distance between the restaurant partner and your delivery address.
The applicable fee may vary depending on the delivery zone you are ordering to and from.
- The exact delivery fee for your order is calculated automatically and shown in the app before you confirm your order.
- Delivery fees are separate from the price of your food order and are clearly itemised at checkout.
- Delivery fees may be higher during periods of high demand, adverse weather, or reduced driver availability.
Any delivery-fee adjustment will be reflected in the app before you confirm payment. You will not be charged a delivery fee that was not presented to you before confirmation.
6. Payment Methods
KaziEats gives customers a choice of payment methods at checkout, subject to availability.
Cash on Delivery
Pay the delivery driver in cash when your order arrives.
Online Payment
Pay securely by card or EFT through our payment partner, Payfast, at the time you place your order.
You choose your preferred payment method for each order individually.
Online payments processed through Payfast are handled securely by Payfast in accordance with Payfast's applicable security standards.
KaziEats does not store your full card details.
7. Order Acceptance and Confirmation
7.1 Order Confirmation
An order is only confirmed once the restaurant partner has accepted it in the app.
You will receive confirmation together with an estimated delivery time.
7.2 Order Changes
Once a restaurant has begun preparing your order, changes to the order itself, including items or quantities, can no longer be made.
If you need to cancel before preparation begins, please refer to our Refund and Cancellation Policy for the applicable process and timeframes.
7.3 Unavailable Items
If an item in your order becomes unavailable after the restaurant accepts your order, the restaurant or KaziEats support may contact you to arrange a substitution or partial refund for that item.
8. Late, Lost, or Damaged Deliveries
We take responsibility for getting your order to you complete and on time, subject to circumstances outside our reasonable control.
Late Delivery
Where a delivery is significantly delayed beyond our stated target time due to a failure on our side, and not because of circumstances outside our control, you may be entitled to a full refund or a replacement order, at your choice.
Lost Delivery
Where an order has been confirmed as dispatched but never arrives, you may be entitled to a full refund or a replacement order.
Damaged Delivery
Where an order arrives damaged, spilled, or otherwise not in a reasonably fit condition to eat, you may be entitled to a full refund or a replacement order.
To claim a refund or replacement, report the issue through the app or to KaziEats support within 24 hours of the delivery window closing.
Please provide a description of the issue and, where applicable, a photograph for damaged orders.
We aim to resolve delivery complaints within 48 hours.
This section deals specifically with delivery-related issues. For cancellations made before an order is dispatched, and for refund processing timeframes, please refer to our separate Refund and Cancellation Policy.
9. Circumstances Beyond Our Control
KaziEats will not be held responsible for delays or failed deliveries caused by circumstances reasonably beyond our control.
These circumstances may include:
- Load-shedding.
- Severe weather.
- Road closures.
- Civil unrest.
- Public safety incidents.
- Other circumstances that materially affect delivery operations and are outside our reasonable control.
Where such circumstances affect a delivery, we will act in good faith to keep you informed and to resolve the matter fairly, even though a full refund may not automatically apply.
10. Customer Responsibilities
To help us deliver your order successfully, please:
- Provide a complete and accurate delivery address, including relevant landmarks that may help our drivers find you.
- Provide a working contact number and remain reasonably reachable during the delivery window.
- Be available to receive your order at the address provided, or nominate someone else to receive it on your behalf.
Where a delivery fails because the address provided was incorrect, or because no one was available to receive the order after reasonable attempts by the driver to make contact, KaziEats reserves the right to treat the order as delivered for payment purposes.
Any redelivery resulting from an incorrect address or unsuccessful delivery attempt may be subject to an additional delivery fee.
11. Driver Conduct and Safety
KaziEats drivers are expected to treat every customer, restaurant partner, and member of the public with respect.
Drivers are also expected to handle every order with reasonable care.
If you have any concern regarding a driver's conduct, please report it through the app or contact KaziEats support.
Every report is reviewed, and KaziEats takes driver conduct seriously as a condition of remaining active on the platform.
12. Complaints and Support
If you have any question or issue relating to a delivery, our support team is here to help.
13. Changes to This Policy
KaziEats may update this Delivery Policy from time to time, including to reflect new delivery zones, changed delivery hours, updated fee structures, or changes to our delivery operations.
The most current version will always be available in the Kazi Eats app and on our website.
Continued use of the Kazi Eats platform after an update takes effect constitutes acceptance of the updated policy to the extent permitted by applicable law.
14. Governing Law
This Delivery Policy is governed by the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008, to the extent applicable to KaziEats' services.