At EetSaam, many meals are prepared fresh or specifically for each customer's order. Because we purchase ingredients and begin preparation based on confirmed orders, cancellations may result in costs for our business.
Customers may request cancellation of an order by contacting EetSaam as soon as possible.
If the cancellation request is received before preparation of the order has started, EetSaam will generally provide a full refund of the amount paid.
If preparation has already started, EetSaam may retain a reasonable amount to cover ingredients, preparation and other reasonable costs already incurred specifically for the order.
If an order has already been prepared, packed or otherwise completed specifically for the customer, cancellation may no longer be possible.
This is because fresh food and made-to-order meals cannot necessarily be resold to another customer.
Where a cancellation is still possible, any amount retained by EetSaam will be based on the reasonable costs incurred and the circumstances of the cancellation.
Customers are encouraged to cancel as early as possible.
A cancellation made shortly before the agreed collection time may result in a cancellation charge where EetSaam has already incurred costs preparing the order.
EetSaam will not apply an unreasonable cancellation charge.
If a customer fails to collect an order without contacting EetSaam, the order may be treated as a cancelled order.
For fresh and temperature-sensitive food, EetSaam may not be able to keep the food indefinitely or reschedule collection.
Any refund in such circumstances will be considered based on whether the food has already been prepared and the costs incurred by EetSaam.
EetSaam understands that unexpected circumstances can occur.
Customers who experience an emergency or serious unforeseen circumstance should contact EetSaam as soon as possible.
EetSaam will consider the circumstances reasonably and fairly.
To request a cancellation, customers should contact EetSaam using the contact details provided on the website.
Customers should provide:
The earlier EetSaam receives a cancellation request, the greater the possibility that the order can be cancelled before preparation begins.
Where a refund is approved, it will be processed using the applicable payment method and in accordance with the payment provider's procedures.
EetSaam will not refund more than the amount originally paid for the applicable order.
Nothing in this Cancellation Policy is intended to remove or limit any rights provided to consumers under applicable South African law.
