Refund & Cancellation Policy

1. Introduction

Shano's Fine Grilled is committed to providing our customers with quality food and reliable service. This Refund and Cancellation Policy explains how order cancellations, refunds and order-related complaints are handled.

By placing an order through our website, you acknowledge and accept this policy together with our Terms & Conditions.

2. Order Cancellations

Customers who wish to cancel an order should contact Shano's Fine Grilled as soon as possible after placing the order.

Cancellation requests will be considered based on the status of the order at the time the request is received.

If preparation of the food has not yet started, we will make reasonable efforts to accommodate the cancellation.

Once food preparation has started, cancellation may no longer be possible because the food may have already been prepared specifically for the customer.

Orders that have already been dispatched for delivery generally cannot be cancelled.

3. Cash Orders

Customers selecting cash as their payment method may cancel their order before preparation begins by contacting us.

If a cash order has already been prepared or dispatched, cancellation may not be possible.

Where a customer fails to receive a cash-on-delivery order without reasonable notice, Shano's Fine Grilled reserves the right to decline future orders from the customer where appropriate.

4. Online Payments

Online payments made through our website are processed through our designated payment service provider.

A payment may be shown as pending while the transaction is being processed or while the order is being confirmed.

If an online payment has been successfully completed and the order is subsequently cancelled or cannot be fulfilled, we will assess the circumstances and process an approved refund where applicable.

Refund processing times may depend on the payment service provider and the customer's bank or financial institution.

5. When a Refund May Be Approved

A refund may be considered in circumstances including, but not limited to:

• An order was successfully paid for but could not be fulfilled by Shano's Fine Grilled.
• An order was cancelled and the cancellation was accepted before preparation.
• A customer was incorrectly charged for an order.
• A duplicate payment was made for the same order.
• A confirmed payment was received but the corresponding order was not processed.
• Another genuine payment or order-processing error occurred.

6. Orders That Cannot Be Fulfilled

Although we make reasonable efforts to maintain accurate stock information, certain products may become unavailable.

If we are unable to fulfil an order that has already been paid for, we may contact the customer to discuss an alternative product where appropriate.

If an acceptable alternative cannot be provided, the applicable amount paid for the unavailable order or item may be refunded.

7. Incorrect or Missing Items

If you receive an incorrect or missing item, please contact Shano's Fine Grilled as soon as reasonably possible after receiving your order.

Please provide your order reference and describe the issue clearly so that we can investigate the matter.

Where an error is confirmed, we may provide an appropriate remedy, which may include replacing the affected item, providing a credit or issuing a refund, depending on the circumstances.

8. Food Quality Complaints

If you believe that there is a genuine quality problem with your order, please contact us promptly after receiving the food.

We may request information about the order, including the order number, photographs of the food or packaging and a description of the problem.

Each complaint will be reviewed individually and an appropriate resolution will be determined based on the circumstances.

9. Delivery Problems

If an order does not arrive or there is a significant problem with delivery, please contact us as soon as possible.

We will investigate the delivery issue and determine the appropriate resolution.

Delays caused by traffic, weather, road conditions, incorrect customer information or circumstances outside our reasonable control may not automatically qualify for a refund.

10. Incorrect Customer Information

Customers are responsible for providing accurate information when placing an order.

This includes the customer's name, telephone number, delivery area and any other information required to fulfil the order.

Where an order cannot be delivered because incorrect or incomplete information was supplied by the customer, a refund may not automatically be available.

We will consider each situation individually and may contact the customer to attempt to resolve the issue.

11. Duplicate Payments

If a customer accidentally completes more than one payment for the same order, the customer should contact us with the relevant order details.

After confirming the duplicate transaction, the additional confirmed payment may be refunded through the applicable payment method.

12. Refund Processing

Once a refund has been approved, we will initiate the refund using the applicable payment process.

The time it takes for the refunded amount to appear in a customer's account may depend on the payment service provider, banking institution and payment method used.

Shano's Fine Grilled cannot guarantee the exact date on which a bank or payment provider will make the refunded funds available.

13. Refund Method

Where possible, refunds for online payments will be processed using the original payment method or the appropriate payment provider's refund process.

We may request additional information from the customer where reasonably necessary to verify a refund request.

14. Non-Refundable Circumstances

A refund may not be provided where:

• The customer changes their mind after food preparation has started.
• The customer provides incorrect delivery information and the order cannot reasonably be delivered.
• The customer is unavailable to receive the order after reasonable delivery attempts.
• The customer refuses an order without a valid reason after it has been prepared.
• The issue is caused by circumstances outside our reasonable control.

This section does not limit any consumer rights that cannot legally be excluded under applicable South African law.

15. Fraudulent or Unauthorised Transactions

If you believe that a payment was made using your payment method without your authorization, please contact your bank or payment provider immediately and notify Shano's Fine Grilled.

We may investigate suspicious transactions and may request information reasonably necessary to verify the transaction.

16. Contacting Us About a Refund

Customers requesting a refund or reporting an order problem should provide as much information as possible, including:

• Order ID or order reference
• Customer name
• Telephone number
• Date of the order
• Description of the problem
• Payment information or transaction reference where applicable

17. Changes to This Policy

Shano's Fine Grilled may update this Refund and Cancellation Policy from time to time.

Any updated version will be published on our website with a revised update date.

18. Consumer Protection

Nothing in this policy is intended to remove, restrict or limit any consumer rights protected by applicable South African legislation.

Where applicable law provides a customer with rights that are more favourable than the provisions of this policy, those legal rights will continue to apply.

19. Contact Us

If you have a question regarding a cancellation, refund, payment or order issue, please contact Shano's Fine Grilled using the contact details available on our website.

We will make reasonable efforts to review genuine customer complaints and resolve issues fairly and efficiently.