Last updated: 18 August 2026
This Refund Policy forms part of our Terms and Conditions and applies to all orders placed through the App with PCI Property Find 1 (Pty) Ltd, trading as RibShack@The Lucky Local ("we", "us", "our").
Nothing in this Policy limits any right you have under the Consumer Protection Act 68 of 2008 that cannot lawfully be excluded.
Our food is freshly prepared once your order is confirmed. Because prepared food is perishable and made specifically for you, the seven-day cooling-off right that applies to certain other electronic transactions does not apply to food and drink orders. This does not affect your right to food that is safe, of good quality, and as described.
You may cancel an order at no charge at any time before we begin preparing it. Contact us immediately on the number below if you need to cancel.
Once preparation has started, we are generally unable to cancel or refund the order, because the food cannot be re-sold. If you contact us during preparation we will tell you honestly what stage your order has reached and what, if anything, can still be refunded.
If we cancel your order — because an item is unavailable, payment cannot be verified, or we cannot deliver to your address — you will receive a full refund of everything paid, including any delivery charge.
Please check your order when you receive it. If an item is missing, incorrect, cold on arrival, or not of acceptable quality, contact us as soon as reasonably possible and on the same day, so that we can look into it while the facts are fresh and, where appropriate, inspect the food.
Where we are satisfied that something was wrong, we will offer you, at your election:
We may ask you to return the item, or to send a photograph, before a refund is processed. We do not refund items that have been substantially consumed, unless the complaint is one that could only reasonably have been discovered after eating.
We do not refund food or drink simply because you have changed your mind, or because you ordered the wrong item and the order has already been prepared. Please check your order carefully before confirming it.
If your order does not arrive, or arrives materially late through our fault or the fault of our delivery agent, contact us and we will refund the order or arrange a replacement.
We are not able to refund a failed delivery caused by an incorrect or incomplete address, or by nobody being contactable on the cell phone number you supplied. In those cases the food has been prepared and transported, and the cost has been incurred. Our delivery agent will attempt to reach you on the number on your account before returning the order.
Refunds are made to the original payment method used for the order. We cannot pay a refund to a different card, account, or person.
Once we approve a refund, we process it promptly. How long it then takes to reflect in your account depends on your bank and our payment service provider, and is outside our control — typically [TO CONFIRM: e.g. 3–10 business days].
Where part of an order was paid using store credit, that portion is refunded as store credit and the balance to your original payment method.
Where an order is cancelled, refunded, or reversed, any rewards earned on that order — by you or by the customer who introduced you — are reversed from the relevant reward balance. This may reduce a balance below the amount previously displayed. This is set out more fully in clause 6.2 of our Terms and Conditions.
Store credit earned through the rewards programme is not money and cannot be refunded, withdrawn, or paid out in cash under any circumstances, including where your account is closed or blocked. See clause 6.3 of our Terms and Conditions.
If you are unhappy with how a refund has been handled, please contact us directly first — we would rather put it right ourselves. If we cannot resolve it, you may refer the matter to the National Consumer Commission or the Consumer Goods and Services Ombud.
Email: ribshacksilvertom@gmail.com
Phone: 079 659 6524
Address: 225 Dykor Street, Silverton, Pretoria