Refund and cancellation policy

This page explains when you can cancel an order, when you can ask for a refund, and how the money gets back to you.

Cancelling an order

• Before the store accepts it: cancel from the order screen in the app. Anything you paid goes back to your wallet straight away.
• After the store has started: tap Ask to cancel on the order. We check with the store. If the order can still be stopped, we cancel it and return what you paid. If the food or items are already prepared, we may not be able to cancel.
• Scheduled orders: cancel before the time the store starts preparing. After that, ask us.

Asking for a refund

If something is wrong with a delivered order (a missing or wrong item, damaged or spoiled goods), tap Ask for a refund on the order within 48 hours of delivery. Tell us what went wrong and, if it applies, the amount. Photos help. We review every request and reply in the app.

• You can be refunded up to the amount you paid for the order.
• Tips are not refunded once paid to the rider.
• Alcohol and medicine are handled case by case, and only where the product is wrong, damaged or unsafe.
• Requests made after 48 hours, or for a change of mind after delivery, may be declined.

How refunds are paid

Approved refunds and cancellations are paid to your uOrder Wallet in the app, and you can use that money on your next order. If you need the money back in your bank account, contact us and we will see what we can do.

Payments that did not go through

• If an online payment fails or is not completed, the order is held for a short while so you can try again, and is then cancelled. You are not charged for a payment that did not succeed.
• If a payment succeeds but we cannot place your order, the money is returned to your wallet.

Delivery problems

If your order is late, goes missing, or the rider cannot reach you, contact us as soon as possible and we will sort it out. See also our status page for known problems.

Contact

Email order@vergeon.co.za or message us on WhatsApp. Please include your order number.