Refund Policy

This Refund Policy sets out the terms and conditions under which refunds may be issued for orders placed on the Ques platform.

1. Scope of Policy

This policy applies to all Transactions placed through the Ques platform for service, collection or consumption, where no delivery service is offered or facilitated by Ques.

2. General Refund Principles

Refunds are assessed on a case-by-case basis and are intended to be fair to customers while protecting merchants against misuse. Refunds may be issued in the form of a full refund, partial refund, or account credit, at Ques’ discretion.

3. Eligible Refund Reasons

A customer may be eligible for a refund where:

• The order is missing items.
• The incorrect items were provided.
• The food is materially defective, spoiled, or unfit for consumption at the time of collection.
• The order was accepted but not prepared or made available for collection within a reasonable time.

4. Non-Eligible Refund Reasons

Refunds will generally not be issued where:

• The customer changes their mind after the order has been prepared.
• Dissatisfaction is based solely on personal taste preferences.
• The customer fails to collect the order within the stipulated or reasonable collection time.
• Issues arise due to incorrect information provided by the customer at the time of ordering.

5. Exclusion of Delivery-Related Refunds

Ques does not offer or arrange delivery services. As a result, no refunds will be issued for delivery delays, delivery failures, or delivery-related complaints of any nature.

6. Refund Request Process

To request a refund, customers must submit a refund request through the Ques platform or designated support channels within 2 hours of order collection. Supporting information, including photos or receipts, may be required.

7. Assessment and Resolution

Once a refund request is submitted, Ques will review the request and may consult the relevant merchant. Customers will be notified of the outcome within a reasonable time. Approved refunds will be processed using the original payment method where possible.

8. Abuse and Misuse

Ques reserves the right to limit or refuse refund requests from customers who demonstrate a pattern of excessive or abusive refund claims.

9. Merchant Rights

Merchants using the Ques platform retain the right to dispute refund requests where they can reasonably demonstrate that the order was correctly prepared and made available in accordance with the customer’s request.

Where a refund is approved and processed, Ques reserves the right to deduct a service fee equal to fifteen percent (15%) of the total order value. This service fee represents platform, processing, and administrative costs incurred and is non-refundable. The remaining balance, after deduction of the service fee, will be refunded to the customer using the original payment method where possible.

9A. Service Fee Deduction on Refunds (CPA-Compliant)

In accordance with the Consumer Protection Act 68 of 2008 ("CPA"), where a refund is approved for reasons other than a material failure, defect, or breach attributable to the merchant or Ques, Ques may deduct a reasonable service fee equal to fifteen percent (15%) of the total order value. This deduction reflects actual and reasonable costs incurred by Ques in processing the transaction, including platform usage, payment processing, and administrative expenses.

No service fee deduction will be applied where the refund arises from defective, unsafe, or materially non-compliant goods, or where the merchant or Ques has failed to meet its obligations under the CPA. Any remaining balance after a lawful deduction will be refunded to the customer using the original payment method where reasonably possible.

Ques reserves the right to amend this Refund Policy at any time. Updated versions will be made available on the platform and will apply to orders placed after the effective date of the amendment.