Effective Date: May 2026
Applicable To: All online food orders placed through Hungry Lion Eswatini websites, mobile applications, QR-code ordering systems, WhatsApp ordering channels, call-in ordering systems, and authorised delivery partners. This Online Ordering & Delivery Policy governs the ordering, preparation, dispatch, transportation, delivery, and collection of food and beverage products purchased from Hungry Lion Eswatini through digital ordering platforms. This policy is intended to ensure operational efficiency, food quality, customer satisfaction, safe delivery practices, and transparent service standards across all Hungry Lion Eswatini delivery operations.
1. DEFINITIONS
For purposes of this policy:
- “Service Area” means approved geographic delivery zones serviced by Hungry Lion Eswatini.
- “Company” means Hungry Lion Eswatini, its franchisees, authorised operators, delivery partners, employees, and agents.
- “Customer” means any individual placing an online order.
- “Online Order” means any food or beverage order placed electronically through a website, mobile application, QR code, WhatsApp system, social media ordering system, or integrated third-party ordering platform.
- “Delivery” means transportation of an order from a Hungry Lion store to a customer-designated address.
- “Collection Order” means an order placed online for customer pickup at a selected Hungry Lion branch.
- “Delivery Partner” means any authorised courier, rider, or logistics provider engaged to deliver orders.
- “Estimated Delivery Time” means the projected timeframe communicated to the customer during checkout.
2. SERVICE AVAILABILITY
2.1 Delivery Coverage
Delivery services are available only within designated Hungry Lion Eswatini service areas.
Delivery availability may vary depending on:
- Store operating hours;
- Driver availability;
- Weather conditions;
- Security considerations;
- Traffic conditions;
- Demand volumes;
- Distance limitations.
Certain remote, high-risk, or restricted-access areas may not qualify for delivery services.
2.2 Operating Hours
Online ordering and delivery services are available only during approved operational hours determined by each store.
Operating hours may vary:
- By branch;
- On weekends and public holidays;
- During promotional campaigns;
- During system maintenance periods.
Hungry Lion Eswatini reserves the right to suspend delivery services temporarily without prior notice where operational conditions require.
3. ONLINE ORDERING PROCESS
3.1 Placing Orders
Customers may place orders through:
- Official Hungry Lion websites;
- Mobile applications;
- WhatsApp ordering systems;
- QR-code ordering systems;
- Approved third-party ordering platforms;
- Call-in ordering systems where applicable.
Customers are responsible for ensuring:
- Accurate order selection;
- Correct delivery address;
- Accurate phone numbers;
- Correct payment details;
- Appropriate delivery instructions.
3.2 Order Acceptance
All orders remain subject to:
- Store confirmation;
- Product availability;
- Payment authorisation;
- Delivery feasibility.
Hungry Lion Eswatini reserves the right to reject or cancel any order due to:
Operational limitations.
- Product unavailability;
- Suspicious activity;
- System errors;
- Pricing inaccuracies;
4. DELIVERY PROCEDURES
4.1 Delivery Dispatch
Once prepared:
- Orders are packaged according to food safety standards;
- Delivery riders/drivers are assigned;
- Customers may receive live tracking updates where available.
Delivery timelines are estimates only and are not guaranteed.
4.2 Delivery Timeframes
Estimated delivery times may vary depending on:
- Distance;
- Traffic;
- Weather conditions;
- Store order volumes;
- Road conditions;
- Driver availability.
Typical estimated delivery ranges:
- Urban Areas: 30–60 Minutes
- High-Demand Periods: 60–120 Minutes
- Remote Areas: Subject to availability
Delivery times communicated during checkout are estimates only.
4.3 Delivery Verification
Upon delivery:
Delivery riders may photograph completed deliveries for proof-of-delivery purposes.
Customers may be required to provide:
- Order number;
- OTP/PIN verification code;
- Signature;
- Name confirmation.
5. CUSTOMER RESPONSIBILITIES
Customers are responsible for:
- Providing accurate delivery details;
- Ensuring someone is available to receive the order;
- Keeping phones accessible during delivery;
- Providing safe and accessible delivery locations;
- Ensuring lawful and safe delivery access.
Failure to respond to delivery communications may result in:
- Delayed delivery;
- Order cancellation;
- Additional delivery charges;
Non-refundable failed delivery attempts.
6. FAILED DELIVERY ATTEMPTS
Delivery may be considered unsuccessful where:
- Customer is unreachable;
- Incorrect address is provided;
- Delivery location is unsafe;
- Access to premises is denied;
- Excessive waiting time occurs.
Hungry Lion Eswatini reserves the right to:
- Refuse refunds where customer fault caused delivery failure;
- Cancel undeliverable orders;
- Charge re-delivery fees.
7. FOOD QUALITY & SAFETY
Hungry Lion Eswatini is committed to maintaining food quality standards throughout the delivery process.
Measures may include:
- Tamper-evident packaging;
- Temperature-controlled handling where applicable;
- Hygienic packaging procedures;
- Driver food handling protocols.
Customers are encouraged to:
- Refrigerate perishable items if delayed consumption occurs;
- Consume food promptly upon delivery;
- Inspect orders immediately upon receipt.
8. CONTACTLESS DELIVERY
Where available, customers may request contactless delivery.
Contactless delivery procedures may include:
- Order placement at designated drop-off point;
- Customer notification upon arrival;
- Digital confirmation of delivery completion.
Customers assume responsibility for orders once delivery is completed at the requested drop-off location.
9. DELIVERY FEES
Delivery charges may vary based on:
- Distance;
- Order size;
- Time of day;
- Promotional campaigns;
- Surge demand periods.
Delivery fees are displayed during checkout before payment confirmation.
Hungry Lion Eswatini reserves the right to:
- Apply peak-period surcharges;
- Amend delivery fees;
- Introduce minimum order values.
10. THIRD-PARTY DELIVERY PARTNERS
Where third-party logistics providers are utilised:
- Delivery partners operate under Hungry Lion service standards;
- Certain operational aspects may be managed independently by delivery providers;
- Delivery tracking functionality may differ between platforms.
Hungry Lion Eswatini may investigate complaints jointly with delivery partners where required.
11. ORDER COLLECTION POLICY
Customers selecting collection/pickup orders must:
- Arrive at the selected branch within the communicated collection timeframe;
- Present order confirmation details;
- Follow branch collection procedures.
Uncollected orders may:
- Become non-refundable after reasonable holding periods;
- Be discarded for food safety reasons.
12. ORDER MODIFICATIONS & CANCELLATIONS
12.1 Customer Modifications
Order modifications may only be permitted before:
- Food preparation begins;
- Driver dispatch occurs.
Once preparation has commenced:
- Changes may no longer be possible.
12.2 Customer Cancellations
Orders may only be cancelled:
- Prior to food preparation;
- Subject to operational approval.
Once preparation begins:
- Cancellation charges may apply;
- Refund eligibility may be limited.
12.3 Company Cancellations
Hungry Lion Eswatini reserves the right to cancel orders due to:
- Stock shortages;
- Technical failures;
- Unsafe delivery conditions;
- Operational emergencies;
- Force majeure events.
Approved refunds will be processed according to the Refund Policy.
13. PROMOTIONS & SPECIAL OFFERS
Delivery promotions:
- Are subject to availability;
- May have geographic restrictions;
- May include minimum order requirements;
- Cannot be exchanged for cash unless required by law.
Hungry Lion Eswatini reserves the right to:
- Correct pricing or promotional errors;
- Withdraw promotions without notice.
14. CUSTOMER CONDUCT
Customers must:
- Treat staff and delivery personnel respectfully;
- Refrain from abusive, threatening, discriminatory, or unlawful conduct.
Hungry Lion Eswatini reserves the right to:
- Report criminal conduct to authorities;
- Refuse service;
- Block accounts.
15. LIMITATION OF LIABILITY
To the fullest extent permitted by law, Hungry Lion Eswatini shall not be liable for:
- Delays caused by circumstances beyond reasonable control;
- Traffic disruptions;
- Severe weather;
- Network outages;
- Third-party platform failures;
- Indirect or consequential damages.
Liability shall be limited to the value of the affected order.
16. FORCE MAJEURE
Hungry Lion Eswatini shall not be responsible for service interruptions caused by:
- Security incidents;
- Natural disasters;
- Civil unrest;
- Government restrictions;
- Power outages;
- Telecommunications failures;
- Epidemics or pandemics.
17. DATA PRIVACY & DIGITAL SECURITY
Customer information collected during online ordering may be used for:
- Order processing;
- Delivery coordination;
- Customer support;
- Fraud prevention;
- Service improvement.
Hungry Lion Eswatini undertakes to implement reasonable safeguards to protect customer information and digital transactions.
18. POLICY AMENDMENTS
Hungry Lion Eswatini reserves the right to:
- Amend this Delivery Policy;
- Update operational procedures;
- Modify delivery zones;
- Revise service conditions at any time.
Updated versions become effective immediately upon publication on official digital platforms.
19. CUSTOMER SUPPORT
For online ordering assistance, delivery issues, complaints, or support:
- Store Assistance: Contact the branch from which the order was placed;
- Website: Hungry Lion Official Website;
- Online Ordering Support: Official Hungry Lion ordering channels;
- WhatsApp Ordering Support: Official Hungry Lion Eswatini WhatsApp ordering line.
20. ACCEPTANCE OF TERMS
By placing an online order with Hungry Lion Eswatini, the customer acknowledges and agrees that they have:
- Read;
- Understood; and
- Accepted
This Online Ordering & Delivery Policy and all related terms and conditions.
