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Customer Refund Policy

Last updated 13 April 2026

1. Introduction

This Customer Refund Policy explains when customers may request refunds for orders placed through Brewster.

This policy should be read together with the Brewster Terms of Service and Privacy Policy.

Brewster is operated by Olio Technologies (Pty) Ltd trading as Brewster ("Brewster", "we", "us", or "our").

2. Scope

This policy applies to customer orders placed through Brewster with participating cafés or merchants.

Brewster provides the ordering platform, while the merchant remains responsible for preparing, fulfilling, and making orders available for collection.

3. General Refund Rule

Customers may request a refund only where the relevant order has not yet been accepted or placed in preparation by the merchant's staff.

Once an order has been accepted or placed in preparation by the merchant, the order is generally no longer eligible for refund through Brewster, except where:

  • the merchant approves the refund;
  • the order cannot be fulfilled due to merchant error or unavailability; or
  • a refund is otherwise required by applicable law.

4. When a Refund May Be Available

A refund may be available in situations including:

  • the order was cancelled before being accepted by the merchant;
  • the order was not yet placed in preparation by the merchant;
  • the merchant is unable to fulfil the order;
  • the merchant agrees to refund the order;
  • the customer was charged incorrectly due to a platform or payment issue; or
  • the refund is otherwise required under applicable law.

5. When a Refund Will Usually Not Be Available

A refund will usually not be available where:

  • the order has already been accepted by the merchant;
  • the order has already been placed in preparation;
  • the customer no longer wants the order after preparation has started;
  • the customer fails to collect the order, unless otherwise required by law or agreed by the merchant; or
  • the issue relates to customer preference after a valid order has already been accepted and prepared.

6. Merchant Responsibility

Merchants remain responsible for managing order acceptance, preparation, fulfilment, and merchant-approved refunds.

Brewster may provide workflow support for cancellations, refunds, or order disputes, but Brewster does not assume responsibility for merchant-side food preparation, product quality, fulfilment timing, or collection readiness.

7. Order Issues and Merchant Error

If an order cannot be fulfilled because of merchant error, stock unavailability, store closure, or a similar operational issue, a refund may be processed in full or in part depending on the circumstances.

Where appropriate, the merchant or Brewster may contact the customer regarding replacement, cancellation, or refund options.

8. Payment Processing and Refund Timing

Approved refunds are processed back through the applicable payment method where possible.

Refund timing may depend on the payment provider, banking system, and card issuer. Brewster does not control bank or card-provider settlement timelines.

Where a refund is approved, it may take a reasonable processing period to reflect in the customer's account.

9. Cash on Pickup Orders

Where an order is placed as cash on pickup and no electronic payment has yet been taken, a refund may not apply because no payment has been collected by Brewster.

Any cancellation of a cash on pickup order remains subject to the merchant's order acceptance and preparation status.

10. Fraud, Abuse, and Misuse

Brewster may refuse, delay, or investigate a refund request where reasonably necessary to prevent fraud, abuse, misuse of the platform, repeated bad-faith claims, or suspected payment irregularities.

11. Consumer Rights

Nothing in this policy is intended to limit any rights a customer may have under applicable law, including rights that cannot lawfully be excluded or waived.

12. Changes to This Policy

Brewster may update this Customer Refund Policy from time to time by publishing an updated version on the website or platform.

13. Contact

If you have questions about a refund request or this policy, please contact:

Brewster
Olio Technologies (Pty) Ltd trading as Brewster
11 Greyvenstein Close, Plattekloof Glen, Cape Town, South Africa, 7460
Email: [email protected]
Support: [email protected]