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Refund & Dispute Policy

Last updated: 11 October 2026 · Applies to Fletcha Eats, operating in South Africa.

We want every delivery to go smoothly. When it doesn't, this policy explains exactly what happens. It complies with the Consumer Protection Act 68 of 2008.

1. When you can open a dispute

Open a dispute within 24 hours of delivery for any of the following:

  • Missing items — something on your order didn't arrive.
  • Incorrect items — you received the wrong item or the wrong variant.
  • Damaged items — items arrived spilled, broken or in unsafe condition.
  • Failed delivery — the driver did not deliver after collecting your order.
  • Payment dispute — you were charged or pressured to pay an amount that does not match the order.

2. How to open a dispute

  1. Open the order in the app.
  2. Tap Dispute.
  3. Choose the reason and add a clear description.
  4. Attach photos (required for damaged, missing or wrong items).
  5. Submit. You'll see a dispute reference number.

3. Investigation process

  • An administrator reviews your dispute, the order details, GPS history, photos and chat logs.
  • We contact the business and the driver for their version of events.
  • We may request additional proof from you (till slip, packaging photo).

4. Resolution outcomes

  • Full refund — for a failed delivery or completely wrong order.
  • Partial refund — for missing items, calculated on the unit price.
  • Replacement / re-delivery — at the business's discretion.
  • Goodwill credit — applied to your next order where appropriate.
  • Dispute declined — when evidence does not support the claim. We explain why.

5. Timeframes

  • We acknowledge your dispute within 24 hours.
  • We aim to resolve straightforward disputes within 3 business days.
  • Complex disputes (payment fraud, driver/business deadlock) may take up to 14 days.
  • Fletcha Eats does not hold customer funds. Where a refund is approved, it is paid by the party that received the money (the business or driver), and we will help coordinate it, normally within 7 business days of resolution.

6. Personal Shopper disputes

For Personal Shopper orders, refunds are limited because the driver pays the store first. We will normally only refund the delivery fee, not the cost of items already purchased on your behalf. Read the Personal Shopper Disclaimer.

6A. Unavailable items and substitutions

  • If a Shop for Me item is out of stock, the driver will contact you to agree a substitution or leave it out.
  • You are not charged for items that were not bought. The till slip uploaded by the driver is used to resolve any difference.
  • Your rights under the Consumer Protection Act 68 of 2008 (for example regarding defective goods) remain in place; claims about the quality of goods may also need to be raised with the store that sold them.

7. Fraudulent disputes

Opening a dispute for items that were in fact delivered correctly is fraud. Repeated false disputes lower your trust score and lead to permanent account closure. Serious cases will be reported to the South African Police Service.

Questions? Use the in-app Support page, call 076 697 0207, WhatsApp 076 697 0207 or email fletchalink.admin@gmail.com.

These are general business terms and information written in plain language. They are not legal advice and should be reviewed by a South African legal professional before full commercial scaling.