Cancellation Policy

Cancellation Policy

Effective Date: October 24, 2025
Last Updated: October 24, 2025

1. Introduction

This Cancellation and Refund Policy ("Policy") establishes the rules and procedures governing cancellations, refunds, and related adjustments for all transactions conducted through the Gabs Eats platform.

This Policy applies to:

  • All Users (Customers) who place orders via the Gabs Eats app or website,
  • All Vendors (Restaurant or Grocery Partners) providing goods or services through the platform, and
  • All Delivery Partners responsible for fulfillment and last-mile logistics.

By using the Gabs Eats Platform, all parties acknowledge and agree to the terms set forth herein, as well as those contained in the Terms and Conditions, Privacy Policy, and Shipping & Delivery Policy.

2. Purpose and Scope

The primary purpose of this Policy is to ensure clarity, fairness, and operational accountability across the order life cycle. Specifically, it aims to:

  1. Protect the rights and expectations of Customers, Vendors, and Delivery Partners;
  2. Promote trust and transparency in cancellation and refund procedures;
  3. Define timelines, responsibilities, and communication protocols; and
  4. Minimize service disruptions while maintaining business continuity for Vendors.

This Policy applies to all orders placed within the territory of Botswana, across all service categories (including food, grocery, and convenience items) and all available payment methods (card, mobile money, wallet balance, or cashless delivery).

3. General Principles

  1. Once an order is accepted by a Vendor, it constitutes a binding transaction under Gabs Eats' operating framework.
  2. Cancellation permissions and refund entitlements are time-sensitive and vary depending on the stage of order processing.
  3. Refunds are processed through the original payment channel, unless a Gabs Eats Wallet credit is issued for expedited resolution.
  4. Disputes or refund claims must be raised within 24 hours of delivery completion.
  5. No cash refunds are permitted. All reversals are processed digitally.
  6. Refund eligibility is strictly determined in accordance with this Policy and relevant consumer protection laws of Botswana.

4. User (Customer) Cancellation Policy

4.1 Before Vendor Acceptance

  • Orders may be cancelled without penalty if the Vendor has not yet accepted the order.
  • A 100% refund will be automatically processed into customers app wallet.
  • Cancellation Fee of 4 pula for card refunds.
  • Refunds typically appear in the Customer's wallet within 3–7 business days, depending on the payment processor.

4.2 After Vendor Acceptance but Before Preparation

  • If the Vendor has accepted the order but not yet started preparing it, the User may still cancel.
  • A service fee of 4 pula may be deducted to cover administrative, platform, and payment gateway costs.
  • Gabs Eats determines the exact percentage based on the stage of processing and vendor communication logs.

4.3 After Food Preparation Begins

  • Once preparation begins, cancellations are no longer permitted as perishable goods and operational costs have been incurred.
  • No refunds will be issued.
  • In exceptional cases (e.g., duplicate order, verified system malfunction, or billing error), Gabs Eats may issue partial wallet credits at its discretion.

4.4 After Dispatch / Delivery En Route

  • If a Delivery Partner has already collected the order, the User cannot cancel.
  • The User will be charged in full, including delivery fees.
  • Refunds may only be considered in proven cases of system error (e.g., app bug that caused incorrect address mapping, not user input error).

5. Vendor Cancellation Policy

5.1 Authorized Vendor Cancellations

A Vendor may cancel an order only under legitimate operational constraints, including:

  • Stock shortages or unavailable items;
  • Equipment malfunction or safety hazards;
  • Temporary closure or operational interruption;
  • Unforeseen force majeure (e.g., weather, power outage).

5.2 Vendor Notification Obligations

  • The Vendor must immediately notify Gabs Eats via the Partner Dashboard upon deciding to cancel.
  • The Customer receives real-time notification via push, SMS, or email.
  • A full refund will be automatically issued to the User's original payment method.

5.3 Vendor Accountability

Repeated or unjustified cancellations will result in:

  • Reduced order prioritization or algorithmic visibility;
  • Temporary suspension or probationary review; and
  • Potential financial recovery for platform and customer losses.

6. Delivery Partner Cancellation Policy

6.1 Before Pickup

Delivery Partners may cancel before pickup only when:

  • Food preparation delays exceed operational thresholds;
  • Vehicle breakdowns or verified emergencies occur; or
  • The delivery address is inaccessible for validated reasons (e.g., security lockdown).

Unwarranted or frequent cancellations trigger performance review, suspension, or deactivation.

6.2 After Pickup

Once an order has been collected:

  • Delivery Partners cannot cancel except in verified emergencies (accidents, safety threats, or medical incidents).
  • The order will be reassigned immediately to another available partner.
  • Users are entitled to compensation or replacement in alignment with this Policy.

7. Platform-Initiated Cancellations (by Gabs Eats)

Gabs Eats reserves the right to cancel any order if:

  • Fraudulent activity, identity theft, or unauthorized payment is suspected;
  • Vendors or Delivery Partners become unavailable after acceptance;
  • Payment authorization fails;
  • System or app malfunctions prevent order completion.

In such instances:

  • The User will receive a full refund or wallet credit equivalent to the paid amount.
  • Gabs Eats will proactively notify all affected parties via digital channels.

8. Contact Information

For cancellation assistance, questions, or special circumstances:

Gabs Eats Customer Support
Address: 10208 Mokolwane, Gaborone
Email: info@gabseats.com
Website: www.gabseats.com
Phone: +267 71 672 188

This Cancellation Policy is designed to balance flexibility for customers with fairness to our restaurant and rider partners. We appreciate your understanding and cooperation.

Policy subject to change. Please review periodically. Your use of Gabs Eats constitutes acceptance of the current policy.