Refund policy
No Returns & Refunds Policy
Effective Date: 7 September 2026
Thank you for choosing Phala’s Eating House.
Because our products consist primarily of freshly prepared food and beverages, all orders are prepared specifically for the customer and are generally non-returnable and non-refundable once preparation has commenced.
1. No Returns
Due to the nature of freshly prepared food, we do not accept returns of food or beverages after an order has been prepared, collected, delivered, or accepted by the customer.
For health, hygiene, food-safety, and quality reasons, customers may not return food simply because they have changed their mind, no longer want the order, ordered incorrectly, or are dissatisfied with their personal preference regarding taste, portion size, ingredients, or presentation.
2. No Refunds
All completed food and beverage orders are final sale and are not eligible for a refund.
This includes, but is not limited to:
- Change-of-mind requests;
- Incorrect orders placed by the customer;
- Failure to collect an order within the agreed collection period;
- Failure to be available when a delivery is attempted;
- Dislike of taste, flavour, texture, appearance, or portion size;
- Food that has been consumed, partially consumed, altered, reheated, or otherwise handled by the customer; and
- Orders affected by incorrect customer-provided delivery information.
3. Incorrect or Missing Items
If Phala’s Eating House provides an item that is materially different from what was ordered, or an item is missing from an order, please contact us as soon as possible after receiving the order.
We may investigate the issue and, where appropriate, provide a replacement or another appropriate remedy.
Customers should provide their order number and, where reasonably possible, photographic evidence of the issue.
4. Food Quality or Safety Concerns
If you believe that an item supplied by Phala’s Eating House is defective, unsafe, contaminated, or otherwise does not meet applicable legal requirements, please contact us immediately so that we can investigate the matter.
Nothing in this policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot legally be excluded or waived under applicable South African law.
5. Cancellations
Once an order has entered preparation, it generally cannot be cancelled because ingredients, preparation time, labour, and other resources may already have been committed to the order.
Where an order has not yet entered preparation, Phala’s Eating House may, at its discretion, accept a cancellation request.
Any cancellation or refund will remain subject to applicable South African law.
6. Delivery Issues
Customers are responsible for providing accurate delivery information and ensuring that someone is available to receive the order.
If a delivery cannot be completed because the customer provided incorrect information, is unavailable, or otherwise prevents delivery, Phala’s Eating House may not be able to provide a refund.
Where appropriate, an additional delivery charge may apply for a second delivery attempt.
7. Legal Rights
This policy does not remove or limit any rights that consumers have under the Consumer Protection Act, 2008 (Act 68 of 2008) or any other applicable South African law.
Where applicable law requires Phala’s Eating House to provide a refund, replacement, repair, cancellation, or other remedy, those legal requirements will apply notwithstanding this policy.
8. Contact Us
If you have a problem with an order, please contact Phala’s Eating House as soon as possible and provide:
- Your order number;
- The date and time of the order;
- A description of the issue; and
- Photographs or other relevant evidence where applicable.
We will review the matter and respond as soon as reasonably possible.
Phala’s Eating House reserves the right to update this policy from time to time.