Livevnv’s cancellation policy is structured to provide flexibility and clarity for customers across South Africa, Congo, France, and Senegal, ensuring a fair process within our multi-store framework of groceries, restaurants, butcheries, street food, hardware, clothing, electronics, pharmacies, and parcel delivery. This policy outlines the conditions under which orders can be canceled, balancing customer convenience with the operational realities of our 60-minute delivery commitment. It’s designed to maintain efficiency while respecting the efforts of our team, and it’s readily available on our website and app for transparency.

Customers may cancel an order free of charge only before preparation begins, which varies by module—grocery orders in Johannesburg can be canceled until picking starts, while a restaurant meal in Paris is locked once cooking commences. The cutoff is typically within minutes of order placement, reflecting our rapid processing to meet the 60-minute timeline. To cancel, customers must use our app, website, or contact support directly, with confirmation provided instantly. This term ensures that resources—like a butchery cut in Senegal or a hardware item in Kinshasa—aren’t wasted once work begins.

Once preparation is underway, cancellations are no longer permitted, and no refunds are issued, as outlined in the policy. For example, if a street food order in Dakar is being cooked or a pharmacy prescription in Cape Town is being packaged, the process is too advanced to reverse without cost to Livevnv. This rule applies across all modules, protecting our business from losses due to last-minute changes while encouraging customers to finalize decisions promptly. Exceptions may be considered for extenuating circumstances, handled case-by-case through customer service.

For parcel delivery, the cancellation policy allows senders to retract a shipment before it’s dispatched—say, a package  can be canceled if the driver hasn’t left the pickup point. Once en route, cancellation is unavailable, though we assist with redirection or return options at the sender’s expense. This ensures our logistics network, critical to the 60-minute local delivery standard, remains efficient, while offering flexibility for longer-haul shipments. Fees paid for canceled parcels are refunded, minus any processing costs, within 5-15 business days.

Livevnv reserves the right to update the cancellation policy to reflect operational or regional needs, with changes communicated via email or app notifications. Cancellations due to our error—such as a store closure in Senegal or a system glitch in France—result in full refunds, bypassing standard restrictions. Disputes are resolved through our support team, adhering to local laws in each country. This policy ensures that canceling an order, from a clothing item in South Africa to a meal in Congo, is straightforward yet respects the fast-paced nature of our multi-store service.