Refunds and Cancellations
This policy explains the practical approach Lethela applies to order issues, cancellations and refund handling.
Before preparation or acceptance
Where an order has not been accepted, confirmed, prepared or dispatched, we may cancel it and reverse the payment or stop the order before fulfilment. Online-purchase rights under South African electronic commerce rules are considered together with the nature of the goods ordered.
After preparation or dispatch
Once food is prepared, customised, packed for delivery, or already out for delivery, a full refund may not be available unless there is a service failure, incorrect item, quality issue, unsafe item, non-delivery, or another justified reason.
Missing, incorrect or damaged orders
If an item is missing, materially incorrect, damaged, expired, unsafe, or not reasonably fit for its intended purpose, please contact support promptly. The outcome may include replacement, store correction, credit, partial refund, or full refund depending on the issue and available evidence.
Alcohol and restricted items
Alcohol orders may be cancelled or refused where the customer cannot prove they are 18 or older, appears intoxicated, gives an unsafe delivery instruction, or asks the rider to leave alcohol unattended. Failed verification may affect refund handling where the order was correctly prepared and dispatched.
Delivery fee handling
Delivery fees may be refunded in full or in part where the delivery service materially failed, the wrong order was delivered, or the order could not be fulfilled.
Refund timing
Where a refund is approved, timing depends on the payment provider and bank processing cycle. We aim to submit approved reversals as soon as the issue has been verified and the payment reference has been matched.
How to get help
For order issues, send the order reference, phone number used at checkout, photos where useful, and a short explanation through the available support channels as soon as possible after delivery or failed checkout.