Order Fulfilment & Collection Policy

This policy explains how orders placed through the Get Chow WhatsApp ordering service are fulfilled. All food is prepared and supplied by the restaurant partner ("Partner") named on your order. Get Chow does not prepare, store, package, transport or deliver any food, and does not operate a fulfilment centre or delivery service.

All orders are collected by the Customer from the Partner's premises. No delivery service is offered through the platform.

After ordering and paying, you are responsible for collecting your order from the restaurant and branch you selected, during its collection hours. Check the restaurant location before paying.

• The collection address, trading hours and estimated ready time are confirmed in the WhatsApp thread before payment.
• The Customer receives a WhatsApp notification when the order is confirmed and, where supported, when it is ready for collection.

1. An order is only accepted once the Customer receives a confirmation message in WhatsApp after successful payment.
2. Preparation times are estimates provided by the Partner and may vary with demand.
3. If a Partner cannot fulfil a confirmed order, for example because an item is out of stock or the kitchen is closed, the order is cancelled and refunded in full in line with our Refunds Policy, or amended with the Customer's consent.

• The Partner is responsible for the condition, quality, packaging and timely handover of the order at its premises.
• Risk in the goods passes to the Customer on handover at collection.
• The Customer is responsible for collecting the order within a reasonable time of the "ready" notification. Food is perishable: if an order is not collected within 60 minutes of being ready, or by closing time if that is sooner, the Partner may dispose of it. No refund is due solely because you fail to collect a correctly prepared order made available at your selected restaurant. Restaurant-fault refunds and statutory consumer rights remain unaffected.
• The Customer, or their nominated collector, may be asked to quote the order number or the WhatsApp number used to place the order as proof of purchase at handover.

If an order is incomplete, incorrect or unsatisfactory, contact the restaurant directly as soon as possible, ideally at the counter before leaving, with your order details and photos where relevant. Arrange any physical food return with the restaurant, not Get Chow. Our Refunds, Cancellations & Disputes Policy sets out the refund process and preserves your statutory rights.

Each Partner sets its own trading hours. Orders can only be placed while the Partner is shown as open.

hello@getchow.co.za or +27 82 683 9470 (WhatsApp).