Terms and Conditions

OneStop Kitchen is operated by OneStop Kitchen in South Africa. These terms apply to this website, customer accounts, menus, orders, delivery, collection, payments, reviews and related support.

References to “we”, “us” and “our” mean OneStop Kitchen; “you” means the website visitor, account holder or person placing or receiving an order.

By browsing the site you agree to the website-use provisions. By creating an account or submitting an order you agree to the full terms and policy version shown at that time.

You must have legal capacity to enter the transaction. If you are under 18, a parent or legal guardian must place or authorise the order and is responsible for it.

• You must provide accurate, current contact and fulfilment information.
• You are responsible for protecting your password, device and account sessions.
• Tell us promptly if you suspect unauthorised account or order activity.
• Guest checkout does not remove your responsibility for the order information supplied.

We may temporarily restrict access where reasonably necessary to protect customers, investigate misuse or maintain the service.

You may use the website only for lawful personal ordering and account purposes. You may not interfere with security or availability, submit false or fraudulent orders, impersonate others, probe protected systems, introduce malicious code, scrape protected content at scale, or use another person’s payment or personal information without authority.

We take reasonable care to describe meals accurately, but handmade food may differ in appearance, portion presentation or ingredient availability from photographs. Images are illustrative.

Dietary or allergen labels are informational and do not guarantee an allergen-free environment. Ingredients may be handled in a shared kitchen. If you have an allergy, intolerance, medical dietary need or religious dietary requirement, contact us before ordering and do not rely only on a menu tag or customer note.

Customer notes are requests, not guaranteed modifications, unless we expressly confirm them.

Prices are displayed in South African rand. Menu prices are final VAT-inclusive selling prices where VAT applies; VAT shown in a breakdown is included and is not added again. Your checkout total includes selected modifiers and the delivery-area fee, if any.

Delivery fees and minimum-order requirements depend on the selected active delivery area. We may correct an obvious pricing or configuration error before accepting the order and will give you the choice to accept the corrected amount or cancel.

Your submitted order is an offer to buy. An automated checkout screen, payment-pending notice or payment authorisation does not by itself mean that the kitchen has accepted the order. Acceptance occurs when the order is valid under the applicable payment rules and the kitchen confirms it.

We may decline or cancel before acceptance because of unavailable ingredients, capacity, an inaccessible delivery address, an obvious error, suspected fraud or another reasonable operational constraint. If money was received for an order we cannot fulfil, we will arrange the appropriate refund.

Only payment methods enabled at checkout are available. PayFast payments are processed on PayFast’s systems and may be subject to its terms and privacy practices. We do not receive your full card credentials.

A PayFast order remains payment-pending until a valid Instant Transaction Notification verifies it. Returning to our success page does not verify payment. Cash or other offline payment remains payable according to the method selected and does not change the kitchen-status rules.

Meals, modifiers and ingredients are subject to availability. We will not charge extra or make a materially different substitution without your agreement. If an item becomes unavailable, we may contact you to agree a substitute, remove and refund that item, or cancel and refund the affected order.

• Delivery: provide a complete, accurate and safely accessible address inside an enabled area, a working phone number, and any essential access instructions. Someone able to receive the order must be available.
• Collection: collect from the location communicated by us at or after the ready time and provide reasonable proof of the order when requested.

If fulfilment fails because we cannot reach you, access the location, or verify the recipient after reasonable attempts, additional delivery or remake costs may apply where lawful and disclosed. Risk does not transfer before delivery or collection has actually occurred.

ASAP and scheduled times are estimates based on opening hours, preparation lead time, order capacity, traffic and other operational factors. A scheduled slot is not guaranteed until accepted. We will communicate a material delay where reasonably possible.

We use the contact details supplied to send service messages needed for payment, order fulfilment, cancellation, refund and account security. Confirmed and Preparing remain visible tracking stages but do not each generate customer email. See the Privacy Policy for how contact information is used.

Fresh food is prepared for a specific order and may deteriorate rapidly. Change-of-mind cancellation is therefore generally available only before preparation starts, subject always to rights that apply by law. Contact us immediately; submitting a request does not guarantee cancellation.

Items, quantities, addresses and times cannot be edited through the website after submission. We may agree a change before preparation, but may require cancellation and a new order. Read our Cancellation and Refund Policy.

Contact us as soon as reasonably possible with the order number and useful evidence if food is missing, incorrect, damaged, unsafe, materially misdescribed or otherwise not of acceptable quality. Do not consume food you reasonably believe is unsafe.

After assessing the issue, the available remedy may include correction, replacement, account credit where agreed, or a partial or full refund. This clause does not limit remedies available under the Consumer Protection Act or other applicable law.

Approved refunds are confirmed and recorded by authorised staff. They are returned to the original payment method where reasonably possible, or another lawful method agreed with you. Bank or payment-provider processing time is outside our direct control. A refund is complete only when our records confirm completion, not merely when requested or approved.

A promotion may have its own dates, eligibility, minimum spend and redemption limits. Unless stated otherwise, promotions cannot be combined, exchanged for cash or applied retrospectively. We may correct misuse or an obvious promotional error, while preserving rights already acquired under applicable law.

Reviews must relate to a genuine qualifying order. Do not submit unlawful, abusive, misleading, irrelevant, infringing or privacy-invasive content. You retain ownership of your content and grant us a non-exclusive licence to store, moderate and display it for operating and promoting the service. We may reject or remove content that breaches these rules, but do not promise to publish every review.

The website software, layout, branding, logo, menu text, photographs and other content belong to us or our licensors and are protected by applicable law. You may use the site for personal ordering, but may not commercially copy, modify, republish or exploit protected material without permission.

We process personal information as described in our Privacy Policy. The site uses necessary cookies or similar storage for authentication, security, guest carts, checkout and preferences. Blocking them may prevent core functions from working.

The service relies on third parties for payment, hosting, authentication, email, storage and delivery support. Their own terms may apply when you interact directly with them. We are not responsible for unrelated third-party websites merely because we link to them, but remain responsible for our own obligations and choice of operators as required by law.

We may maintain, change or temporarily suspend the website. We do not guarantee uninterrupted or error-free access. Neither party is responsible for delay caused by events reasonably beyond its control, but we will take reasonable steps to communicate and reduce material disruption.

To the maximum extent the law allows, we are not liable for indirect or unforeseeable loss unrelated to our breach. You remain responsible for losses caused by inaccurate information, unauthorised account use you failed reasonably to prevent, or unlawful misuse of the service.

Nothing excludes liability for gross negligence, unsafe goods, fraud, wilful misconduct, or any warranty, remedy or liability that the Consumer Protection Act or another applicable law does not permit us to exclude.

We may update the service or these terms for operational, security or legal reasons. The version and date identify the terms presented to you. Material changes apply prospectively unless law requires otherwise. We may close an account or restrict service for serious or repeated breach, fraud or security risk, without affecting completed transactions or rights that already arose.

These terms are governed by South African law. Contact us first with the relevant order details so we can try to resolve a complaint fairly. You may still approach the National Consumer Commission, an applicable ombud, the Information Regulator, a tribunal or a court where the law permits.

Relevant legislation includes the Consumer Protection Act, the Electronic Communications and Transactions Act and POPIA.

Trading name

OneStop Kitchen

Operator

OneStop Kitchen

Email

support@onestopkitchen.co.za

Phone

+27612728258

Website

www.onestopkitchen.co.za