1. When a refund may apply
A refund may be considered when an online-paid order is cancelled before preparation, the food business cannot fulfil the order, an item is unavailable and no acceptable substitute is agreed, the customer is charged incorrectly, or the supplied order is materially incorrect, unsafe or not reasonably fit for consumption.
2. Perishable and prepared food
Food is perishable and often prepared specifically for an order. A change-of-mind refund will generally not be available after preparation has started or after collection. This does not limit any right or remedy that applies under South African law.
3. Online payments
Online payments are processed by PayFast. If an online-payment refund is approved, it will be submitted through the available payment-provider process and returned using the applicable original payment route where possible. Bank and payment-provider processing times may apply.
4. Pay on collection
Payments made on collection are paid directly to the food business; MyMarket ZA does not receive or hold those funds. The food business is responsible for an approved refund of a direct payment. MyMarket ZA may assist with communication or a dispute record but cannot reverse money it did not receive.
5. Requesting a refund
- Contact the food business through the in-app chat as soon as possible.
- Email support@mykasiithub.co.za with the order reference, reason and supporting photographs where relevant.
- Keep the affected items until the business or support confirms whether inspection or return is required.
We may request reasonable information needed to confirm the order, payment, collection and reported problem. Each request is assessed using the order record, the business's response, the circumstances and applicable law.
6. Contact
Refund questions can be sent to support@mykasiithub.co.za.
MyMarket ZA · Operated by MyKasi IT Hub · South Africa