1. Scope
This policy governs cancellations, refunds and dispute resolution for orders placed and paid for through the Get Chow WhatsApp ordering service. Because payment is collected by Get Chow on behalf of the restaurant partner ("Partner"), all refunds are processed by Get Chow back to the Customer's original payment method.
Nothing in this policy limits a Customer's rights under the Consumer Protection Act 68 of 2008.
2. Cancellations
| Situation | Outcome |
|---|---|
| Customer cancels before the Partner starts preparing the order | Full refund |
| Customer cancels after preparation has started | Refund at the Partner's reasonable discretion, as food is perishable and made to order |
| Partner cancels a confirmed order (out of stock, closed) | Full refund, automatic |
| Customer fails to collect a ready order | No refund, save at the Partner's reasonable discretion, as goods are perishable |
| Payment succeeded but the order was never confirmed to the Partner (system error) | Full refund, automatic |
3. Refund grounds after fulfilment
A Customer may request a full or partial refund within 24 hours if the order was:
- Paid for but not made available for collection during trading hours.
- Materially incomplete or incorrect, such as wrong items, ideally raised at the counter before leaving.
- Inedible, spoiled or unsafe.
- Charged incorrectly, for example a wrong amount or a duplicate charge.
Taste preference alone is not a refund ground, though the Partner may offer a goodwill credit.
4. How refunds are processed
- The Customer reports the issue in the same WhatsApp thread, with photos where relevant.
- Get Chow logs the complaint and notifies the Partner within 1 business day.
- The Partner has 24 hours to respond. If the Partner does not respond in time, Get Chow decides the claim on the evidence available.
- Approved refunds are processed by Get Chow to the original payment method within 5 to 10 business days. Bank processing times may apply.
- Refunded amounts, and any applicable payment-processing costs, are deducted from the Partner's next weekly settlement. If a Partner's settlement balance is insufficient, the amount is carried forward or invoiced.
5. Chargebacks
If a Customer raises a chargeback with their bank instead of using this process:
- Get Chow responds to the chargeback with order evidence, including the WhatsApp order thread, payment confirmation, and collection or ready notifications.
- If the chargeback is upheld, the amount plus any chargeback fee is deducted from the relevant Partner's next settlement.
- Repeated fraudulent chargebacks by a Customer result in removal from the Service.
6. Disputes between Customers and Partners
- The first step is resolution in the WhatsApp thread, with Get Chow support mediating.
- If the matter is unresolved after 5 business days, Get Chow makes a final determination on the refund based on the evidence.
- This does not prevent either party from pursuing rights under the Consumer Protection Act, with the Consumer Goods and Services Ombud (cgso.org.za), or in the courts.
7. Disputes between Get Chow and Partners
Settlement disputes must be raised within 30 days of the relevant payout statement, and are handled in line with the Partner Agreement.
8. Contact
Refunds and disputes: hello@getchow.co.za or +27 82 683 9470 (WhatsApp). We aim to acknowledge all complaints within 1 business day.