Refund Policy

Refund Policy

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

1. Introduction

This Refund Policy establishes the rules and procedures governing 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 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. 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. Refund Policy

4.1 Eligibility Criteria

Refunds are approved in the following cases:

  1. Vendor cancellation or failure to fulfill the order.
  2. Non-delivery after 45 minutes beyond the estimated time, without prior communication.
  3. Incorrect, missing, or damaged items that compromise product quality.
  4. Successful cancellation before Vendor acceptance.
  5. System or payment gateway errors that prevented order completion.

Refunds will not be granted for:

  • Change of mind after food preparation begins;
  • Incorrect or incomplete delivery address provided by the User;
  • Delays caused by force majeure or peak-time congestion;
  • Taste preferences or subjective dissatisfaction unrelated to quality or safety.

4.2 Refund Methods and Timelines

  • Original Payment Channel: 3–7 business days (card, mobile money, or bank).
  • Gabs Eats Wallet: Instant to 48 hours (preferred for expedited resolution).
  • All refunds are accompanied by a confirmation email and transaction reference.

4.3 Partial Refunds or Credits

Gabs Eats may issue partial refunds or wallet credits under the following:

  • Partial fulfillment (missing items, substitution errors).
  • Delays exceeding reasonable delivery windows but where food was received.
  • Verified packaging, temperature, or presentation issues.
  • All credits are valid for 90 days and redeemable for future orders.

5. Dispute Resolution and Quality Complaints

5.1 Reporting Window

All complaints or refund requests must be submitted within 24 hours of delivery via:

  • The in-app Help Center,
  • Email: support@gabseats.bw, or
  • Customer Hotline: +267 71 672 188

5.2 Documentation Required

Users must provide:

  • Order ID and timestamp;
  • Clear photos of food/packaging (if applicable);
  • Description of the issue and preferred resolution type.

5.3 Review Process

  • Gabs Eats Support will conduct a tri-party review (User, Vendor, Delivery Partner).
  • Final decisions will be communicated within 3 business days.
  • Where applicable, compensation, credit, or refund will follow immediately after resolution.

Gabs Eats' decision is final and binding unless contradicted by applicable consumer laws.

6. Non-Refundable Fees

The following amounts are non-refundable once charged:

  • Platform Service Fee (unless order failure is due to system error).
  • Delivery Fee (after dispatch).
  • Small Order Fee (where applicable).
  • Voluntary Tips to Delivery Partners.

7. Fraud, Misuse, and Abuse Prevention

To protect system integrity, Gabs Eats may:

  • Reject or withhold refunds for suspicious, inconsistent, or repetitive claims;
  • Suspend or permanently deactivate accounts involved in refund abuse;
  • Report fraudulent activity to local authorities.

Refunds will also be denied if:

  • The food has been consumed;
  • False evidence is provided; or
  • A User demonstrates a pattern of opportunistic refund behavior.

8. Force Majeure

Neither Gabs Eats, Vendors, nor Delivery Partners shall be liable for cancellations or delays caused by events beyond reasonable control, including:

  • Natural disasters or extreme weather;
  • Civil unrest, strikes, or protests;
  • Power outages or network disruptions;
  • Health emergencies or governmental restrictions.

Gabs Eats will prioritize transparent communication and may issue compensation credits or discounts as goodwill gestures.

9. Policy Revisions and Updates

Gabs Eats reserves the right to modify, update, or expand this Policy periodically to reflect:

  • Operational improvements,
  • Legal compliance updates, or
  • Customer and partner feedback.

Any updates will be published on the official website and mobile app, and will take effect immediately upon posting.

Continued use of the Platform indicates acceptance of the revised terms.

10. Governing Law and Jurisdiction

This Policy is governed by and construed under the laws of the Republic of Botswana.

Any disputes arising hereunder shall be submitted to the exclusive jurisdiction of the courts of Gaborone, Botswana.

11. Contact Information

For support, refund queries, or escalation:

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

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