Applicable To: All online food orders placed through Hungry Lion Eswatini websites, mobile applications, WhatsApp ordering systems, delivery partners, QR-code ordering systems, and affiliated online ordering platforms. This Online Ordering Refund & Returns Policy governs all food and beverage purchases made from Hungry Lion in the Kingdom of Eswatini. This policy is designed to ensure fairness, food safety compliance, customer satisfaction, and efficient resolution of order-related issues while complying with applicable consumer protection principles and Hungry Lion operational standards.
1. DEFINITIONS
For purposes of this policy:
- “Perishable Goods” means all prepared meals, drinks, desserts, and food products.
- “Company” means Hungry Lion Eswatini and its authorised franchisees, delivery partners, agents, and online ordering service providers.
- “Customer” means any individual placing an online order.
- “Online Order” means any order placed digitally through a website, mobile app, QR code, WhatsApp, third-party delivery platform, or electronic ordering system.
- “Refund” means reimbursement of monies paid for an order or portion thereof.
- “Replacement Order” means a new food item prepared and delivered or collected to replace an incorrect or defective item.
- “Store Credit” means digital credit issued for future purchases.
- “Delivery Partner” means any authorised third-party courier or delivery service provider.
2. GENERAL POLICY PRINCIPLES
Hungry Lion Eswatini strives to:
- Deliver fresh, safe, and high-quality meals;
- Ensure order accuracy;
- Resolve customer complaints fairly and promptly;
- Protect food safety and hygiene standards;
- Prevent fraudulent refund claims;
- Maintain transparency in all online transactions.
Due to food safety regulations, prepared food products generally cannot be physically returned once delivered or collected, except where specifically authorised by Hungry Lion management.
3. ELIGIBILITY FOR REFUNDS OR REPLACEMENTS
Customers may qualify for a full refund, partial refund, replacement meal, or store credit under the following circumstances:
3.1 Incorrect Order Delivered
Including:
- Missing items;
- Incorrect meal;
- Wrong drink;
- Incorrect quantity;
- Incorrect flavour or variant.
3.2 Poor Food Quality
Including:
- Burnt food;
- Undercooked food;
- Spoiled food;
- Foreign objects;
- Food contamination;
- Food that is unsafe for consumption.
3.3 Delivery Failures
Including:
- Order not delivered;
- Excessive delivery delay;
- Delivery to incorrect address caused by Hungry Lion or delivery partner error.
3.4 Duplicate Payment
Including:
- Double debit;
- Duplicate online transaction;
- Technical payment processing errors.
3.5 Cancelled Orders
Customers may qualify for refunds where:
- System or technical failures prevent completion of the order.
- The store cannot fulfil the order;
- Ordered items are unavailable;
- The delivery area is not serviceable;
4. NON-REFUNDABLE SITUATIONS
Refunds or replacements will generally NOT be provided in the following situations:
4.1 Customer Error
Including:
- Incorrect delivery address submitted by customer;
- Incorrect phone number;
- Failure to answer calls from driver or store;
- Failure to collect scheduled pickup order;
- Accidental order placement by customer.
4.2 Change of Mind
Prepared food cannot be returned because:
- Customer no longer wants the meal;
- Customer ordered the wrong item unintentionally;
- Customer dislikes a flavour after consumption.
4.3 Partially Consumed Orders
Refunds may be denied where:
- Most of the meal has already been consumed;
- Evidence suggests abuse of the refund system.
4.4 Delivery Delays Outside Reasonable Control
Including:
- Network outages.
- Severe weather;
- Road closures;
- Civil unrest;
- Traffic congestion;
- Force majeure events;
5. FOOD SAFETY & RETURN RESTRICTIONS
For hygiene and public health reasons:
- Hungry Lion reserves the right to inspect claims before approval.
- Opened food items may not be physically returned to stores unless specifically requested;
- Customers may be asked to provide photographic evidence;
- Unsafe food should not be consumed;
6. REFUND METHODS
Approved refunds may be issued through one of the following methods:
6.1 Original Payment Reversal
Refund back to:
- Bank card;
- Mobile money wallet;
- Digital payment platform.
6.2 Store Credit
Digital voucher or coupon for future use.
6.3 Replacement Meal
Preparation and delivery/collection of a replacement order.
6.4 Cash Refund
Applicable only where permitted by store management and original payment method.
7. REFUND PROCESSING TIMES
Estimated refund processing periods:
| Payment Method | Estimated Processing Time |
| Mobile Money | 1–24 Hours |
| Debit/Credit Card | 3–10 Business Days |
| Store Credit | Immediate |
| Cash Refund | Subject to Store Approval |
Processing times may vary depending on banking institutions and payment gateways.
8. CUSTOMER COMPLAINT PROCEDURE
Customers must report issues:
- Within 24 hours of delivery or collection;
- Through official customer support channels;
- With supporting evidence where possible.
Customers should provide:
Proof of payment.
- Order number;
- Name and contact details;
- Description of issue;
- Photos where applicable;
9. INVESTIGATION & VERIFICATION
Hungry Lion Eswatini reserves the right to:
- Verify all refund requests;
- Contact customers for clarification;
- Request photographic evidence;
- Review order history;
- Decline fraudulent or abusive claims.
Repeated suspicious claims may result in:
- Internal fraud investigation.
- Account suspension;
- Refusal of future online ordering services;
10. DELIVERY PARTNER RESPONSIBILITIES
Where third-party delivery services are used:
- Hungry Lion remains responsible for food preparation quality;
- Delivery partners remain responsible for transportation and delivery handling;
- Certain delivery delays or damages may require investigation with the delivery partner before refunds are approved.
11. ORDER CANCELLATIONS
11.1 Customer Cancellation
Orders may only be cancelled before food preparation begins.
Once preparation has started:
- Cancellation may not be possible;
- Partial charges may apply.
11.2 Store Cancellation
Hungry Lion may cancel orders due to:
- Product unavailability;
- Technical failures;
- Safety concerns;
- Delivery limitations.
Full refunds will be processed for cancelled orders.
12. PROMOTIONAL ITEMS & VOUCHERS
Unless required by law:
- Free promotional products carry no cash value..
- Promotional items are not exchangeable for cash;
- Coupons and vouchers are non-transferable;
- Expired vouchers will not be refunded;
13. LIMITATION OF LIABILITY
To the maximum extent permitted by law:
Hungry Lion Eswatini shall not be liable for:
- Indirect losses;
- Consequential damages;
- Lost profits;
- Emotional distress;
- Delivery delays beyond reasonable control.
Liability is limited to the value of the affected order.
14. CUSTOMER RESPONSIBILITIES
Customers are responsible for:
- Maintaining confidentiality of account credentials.
- Providing accurate delivery information;
- Ensuring availability to receive orders;
- Reviewing order details before payment;
15. PRIVACY & DATA PROTECTION
Customer information collected during refunds and complaints will be processed in accordance with Hungry Lion privacy and electronic services policies.
16. AMENDMENTS TO THIS POLICY
Hungry Lion Eswatini reserves the right to:
- Amend this policy;
- Update refund procedures;
- Modify operational requirements;
- Introduce new digital ordering conditions at any time.
Updated versions become effective upon publication on official Hungry Lion digital platforms.
17. CONTACT INFORMATION
For online ordering support, refunds, complaints, or delivery issues:
- Hungry Lion Eswatini Customer Support
- Store Support: Contact the store from which the order was placed
- Website: Hungry Lion Official Website
- Online Ordering Platform: Hungry Lion Order Online
- WhatsApp Ordering Support: Official Hungry Lion Eswatini ordering number
18. ACCEPTANCE OF POLICY
By placing an online order with Hungry Lion Eswatini, the customer acknowledges that they have:
- Read;
- Understood; and
- Accepted
This Refund & Returns Policy and all applicable online ordering terms and conditions.
