Delivery & Pickup Policy

1. Pickup

1.1 Collect your order at the pickup point during the time window shown on your order confirmation.

1.2 Orders not collected by the end of the window, without prior notice to the Kitchen, are treated as a no-show and are not refunded. The Kitchen may dispose of the food for safety reasons.

1.3 If you arrive within the window and the Kitchen is not there or the meal is not ready within 30 minutes, report it within 2 hours for a full refund.

2. Delivery

2.1 Where a Kitchen offers delivery, the delivery fee, coverage area, and available time slots are shown before you pay.

2.2 If delivery is more than 45 minutes late, or does not happen, you may refuse the order and receive a full refund (including the delivery fee).

2.3 If no one is at the delivery address and the Kitchen cannot reach you on the phone number provided, the order is treated as a no-show and is not refunded.

3. Late or Failed Delivery

3.1 If delivery is more than 45 minutes past the selected time slot, you are entitled to a full refund.

3.2 If the Kitchen communicates a delay before the slot ends and you agree to wait, the new time applies. You may still cancel for a full refund if the revised time is unreasonable.

3.3 Refunds for late or failed delivery are processed to your original payment method within 5 business days (card/PayFast) or 7 business days (EFT).

4. No-Shows

4.1 A no-show occurs when you do not collect your order by the end of the pickup window without notifying the Kitchen, or when the Kitchen cannot reach you at the delivery address.

4.2 No-shows are not refunded. The Kitchen may dispose of the food for safety reasons.

4.3 If you notify the Kitchen before the window ends that you will be late, the Kitchen may hold the order at its discretion, but is not required to do so.

5. Food Safety After Handover

5.1 Collect or receive food promptly and keep it at a safe temperature.

5.2 Neither MealMesh nor the Kitchen is responsible for food that spoils due to poor storage after handover.