At CartZA, we aim to provide a fast and reliable food ordering experience for students. We understand that sometimes plans change - that’s why we have a clear cancellation policy in place to ensure fairness for customers, vendors, and delivery partners.

1. Can I Cancel an Order?

Yes, but only under certain conditions depending on how far along your order is in the preparation or delivery process.

2. Cancellation for Pickup Orders

You may cancel your order within 2 minutes of placing it, provided the vendor has not yet started preparing the food.

• Free Cancellation Window: Within 2 minutes after ordering

• After 2 Minutes: Cancellation may be denied or subject to a cancellation fee if preparation has begun

Once a meal is being prepared, no refund will be issued unless approved by the vendor.

3. Cancellation for Delivery Orders

You can cancel a delivery order before the delivery driver is dispatched:

• Before Dispatch: Free cancellation (full refund)

• After Dispatch: Cancellation is not allowed and no refund will be issued, as the food is already in transit

If the vendor has already started preparing the food and the driver has been assigned, you may not be eligible for a refund.

4. Vendor or System Cancellations

We reserve the right to cancel your order and offer a full refund if:

• The vendor is unavailable or unable to fulfill your order

• There is a technical error or issue with payment

• Your location is unreachable for delivery

• You violate CartZA’s Terms of Service

You will be notified immediately in the event of such cancellations.

5. How to Cancel an Order

To cancel an order:

1. Open the CartZA app

2. Go to "My Orders"

3. Select the order you want to cancel

4. Tap “Cancel Order” (if still within the allowed time)

5. Provide a reason if required

If you experience issues, you can also contact support through the in-app help center.

6. Refunds After Cancellation

• Eligible cancellations will be refunded to your original payment method

• Refunds typically take 3-7 business days to process, depending on your bank or payment provider

• In some cases, you may receive CartZA credit instead of a cash refund

7. Dispute Resolution

If you believe you were unfairly denied a cancellation or refund, please contact our support team within 24 hours of the incident. We’ll investigate and respond within a reasonable timeframe.

8. Contact Us

For questions or cancellation support:

CartZA Support Team
In-App Help Center