Refunds & Cancellations

Because we prepare fresh food to order, this policy explains exactly when an order can be cancelled and how a refund is paid back.

Cancelling an order

• Before the kitchen accepts your order, you can cancel it for a full refund — call the branch or reply to your WhatsApp order confirmation.
• Once preparation has started, we can no longer cancel the order, because the food has already been made.
• Scheduled orders can be cancelled free of charge up to 60 minutes before the collection time you chose.
• Unpaid card orders are cancelled automatically after 30 minutes and no money is taken.
• If we cancel an order (item unavailable, branch closed, load-shedding or equipment failure), you receive a full refund automatically.

Something wrong with your food

• Tell us on the day of collection — at the counter or by WhatsApp — and we will remake the item or refund it.
• If an item was missing from your collected order, we refund that item in full or provide it on your next visit, whichever you prefer.
• We may ask for your order number, which is on your order status page and confirmation message.

How refunds are paid

• Card payments are refunded to the same card through Paystack. Your bank typically shows the money within 3–10 working days.
• Pay-at-counter orders are refunded in cash or by card reversal at the branch.
• Refunds are always for the amount actually paid, in South African Rand. We do not charge a cancellation fee.
• Loyalty points earned on a refunded order are reversed; points redeemed on a cancelled order are returned to your balance.

No-shows

Paid orders that are not collected by the branch's closing time cannot be refunded, as the food was prepared and held for you. If you know you will be late, message the branch and we will do our best to help.

How to request a refund

Email hello@veganstreetfood.co.za with your order number and what went wrong, or speak to staff at the branch. We aim to respond within one business day and to resolve refunds within seven days.