Managing refunds for missing or incorrect orders
Livevnv’s refund policy is crafted to ensure fairness and customer satisfaction across our multi-store operations in South Africa, Congo, France, and Senegal, supporting our diverse offerings—grocery stores, restaurants, butcheries, street food, hardware, clothing, electronics, pharmacies, and parcel delivery. This policy provides clear guidelines for when and how refunds are issued, balancing our commitment to quality and rapid 60-minute delivery with the need to address issues like defective products or unmet expectations. It’s accessible via our website and app, offering transparency to customers engaging with any of our services.
The core of our refund policy is tied to product quality and delivery performance. If an item—such as spoiled groceries in Johannesburg, an undercooked meal in Paris, or a malfunctioning electronic in Dakar—arrives damaged, defective, or below our standards, customers are eligible for a full or partial refund. Similarly, if a delivery exceeds the 60-minute promise due to our error (e.g., logistical oversight), a refund or credit may be offered. Customers must report such issues within 24 hours of receipt, ensuring prompt resolution while allowing us to investigate and maintain accountability.
To initiate a refund, customers are required to contact our support team via phone, app, or email, providing order details and evidence like photos of a damaged item or a timestamped delivery confirmation. For example, a customer in Senegal receiving a torn clothing item can submit a picture, while one in Congo with a late pharmacy order can reference the delay. Livevnv processes these requests within 7-15 business days, refunding the original payment method or issuing store credit, depending on regional preferences and availability. This streamlined process minimizes hassle for customers while protecting our operational integrity.
The refund policy specifies conditions under which refunds are not applicable, ensuring clarity for all parties. No refunds are issued for customer errors, such as providing an incorrect address leading to a failed delivery, or for orders canceled after preparation begins—like a restaurant meal already cooked in Kinshasa. Perishable items, once delivered and accepted without immediate complaint, are also non-refundable due to their time-sensitive nature. These terms encourage customers to verify details upfront and inspect goods upon arrival, fostering mutual responsibility.
For parcel delivery, the refund policy extends to both senders and receivers, with specific provisions. If a parcel is lost or damaged in transit due to Livevnv’s handling—say, a package from a certain location to another in Cape Town arrives broken—the sender can claim a refund or replacement, provided insurance was purchased or negligence is proven. Refunds are not available for delays caused by external factors like customs in cross-border shipments, though we offer support to resolve such cases. This ensures our parcel service remains reliable while setting realistic expectations.
Adjustments to refunds may include deductions for partial use or non-returnable items, particularly for hardware or electronics. For instance, if a customer in France orders a toolset, uses one piece, and then requests a refund for a defect, only the unused portion’s value is refunded upon return. Shipping fees are generally non-refundable unless the delivery itself fails entirely due to our fault. These terms protect Livevnv from undue loss while ensuring customers receive fair compensation for legitimate grievances.
Our refund policy also addresses exceptional circumstances, such as store closures or system errors. If a pharmacy in Senegal cannot fulfill a prescription due to stock shortages, or a technical glitch in South Africa delays an order beyond 60 minutes, customers are entitled to a full refund or credit at their discretion. We notify customers proactively in such cases, offering alternatives where possible before processing refunds. This flexibility reflects our commitment to maintaining trust, even when challenges arise across our international operations.
Lastly, Livevnv reserves the right to update the refund policy to align with changing business needs or local regulations, with updates communicated via email or app alerts. Disputes over refunds are handled through our customer service team, escalating to mediation if needed, respecting the legal frameworks of South Africa, Congo, France, and Senegal. By adhering to this policy, we ensure that every refund—whether for a street food order in Dakar or a clothing item in Paris—reinforces our dedication to quality, speed, and customer care.
REASONS FOR ORDER ERROR ADJUSTMENTS
Customers may be refunded and you may be responsible for covering those costs for the reasons below:
BREAKDOWN OF ORDER ERROR ADJUSTMENTS
Order error adjustments range from a portion up to the full cost of food sales* for the item(s) with errors at the time of the order, including tax/VAT. You will not be charged for support costs, delivery fees. We retain the full LIVEVNV service fee for the entire order.
*The exact amount adjusted will be determined based on each orders’ circumstances and the severity of the problem.
Total refunds are deducted directly from restaurant payouts and will be reflected on your pay statement within 1-3 weeks from the order date.
EXAMPLE:
Adjustments only include tax for the individual item in error, not the entire order tax.
MEASURES FOR THE PROTECTION AGAINST FRAUD
We take fraudulent behavior seriously and have filters in place to monitor customer and delivery behavior. We don’t make adjustments if the refund request seems suspicious. Some of these measures are:
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