Placing an order
Pick the products you want, add them to your cart and pay. Once you have paid, your order will be confirmed in the App.
Mr D provides the platform for you to place the order and arrange for delivery or collection. Paying for your order creates a binding agreement between you and the store (i.e. restaurant, Pick n Pay or a convenience shop). This means that the store must prepare your order, because you’ve paid for it. If there is a problem or refund due to you, we may assist.
Allergies or special requests
You must contact the store directly to ask about the product you want to order. You can leave a note at checkout before you pay to let the store know about any allergies or special requirements that apply to your order. While we pass your order notes to the store, the store makes the final decision on fulfilling special requests.
Cancellations
Mr D or the store you ordered from may cancel your order if:
- your order cannot be completed; or
- you breach these terms.
If this happens, we will refund you and credit your Mr D Wallet for the products that have not been provided. Our service fees are non-refundable. You cannot change or cancel your order once your order is paid and confirmed.
Prices
Stores list their products and set their own pricing on the App. These prices may differ from in-store prices or pricing on other apps and can be changed by the store from time to time.
Price changes won’t apply to orders that have been paid for, except for obvious pricing errors, for example, when the product price is much higher or lower than usual. If this happens, the order (or the specific product) may be cancelled, and you will receive a refund to your Mr D Wallet.
Service fees
You pay for our services and for the products you order. We ensure that your payment goes to the store and the driver - including the full tip, and that your product gets delivered to you.
Payment methods
You can pay by using any of the methods on our checkout page.
By choosing a payment method, you confirm that you are authorised to use it.
Cash payments
If you want to pay with cash, you cannot choose the ‘collection’ option. You can only pay with cash for delivered orders. Please make sure you have enough cash on hand, and that you don’t need change.
Card payments
We use trusted third-party payment providers so your card payment is handled securely. We don’t store your full card details, this means you must confirm your details before your payment can go through. You must contact the payment provider directly for any issues related to their services. This includes issues with the validity of your card, authorisation of payments, one-time passwords (OTPs), or any other card or account-related functionality.
Combining payment methods
Some payment methods (like Mr D Wallet or SnackMe) can be combined with others. This means that you can pay part of your order with your Mr D Wallet or a SnackMe voucher and the rest with another method.
You cannot top up your Mr D Wallet yourself (except by redeeming a Takealot voucher), and your wallet balance only increases through refunds or if something goes wrong with an order.
Receipts
We’ll send a transaction receipt to the email address you used when you registered on our App. You can also request receipts for previous orders in the App.
Refunds
You will get a refund of the products you ordered when:
- The store cannot complete your order
- We can’t deliver the order
- We made a mistake with your order
- We or the store cancelled your order
- We confirm that there was a pricing error on your order
- Pick n Pay, TakealotNow or the store authorised the refund in terms of their policy
We will credit your refunds to your Mr D Wallet.
We could also transfer your refunds from your Mr D Wallet to your bank account if you request a payout on the App and give us the necessary information. Refund credit does not earn interest. You have 3 years to use it, or ask us to pay it back to you, before it expires.
Delivery
Delivery times are estimates, so check the order progress in the App to know when to expect the driver.
The driver will wait at the delivery address for up to 10 minutes, so please be ready when the driver arrives. The driver may use various tools like driver chat in app and phone call to contact you for order handover.
The driver may ask that you show your order details to confirm that the order is yours. If you want someone else to accept delivery on your behalf, just make sure that you give them the order details.
If there is no one to pick up the order from the driver within the allocated 10 minutes, the driver will leave and the order may not be refunded.
As soon as the driver hands over your order at the delivery address, the delivery is complete and Mr D’s delivery responsibility to you ends.
Your address
Your address determines the stores available in your area and where we will deliver your order. If you pick the wrong address, we may deliver your order at that wrong address, or you will have to collect it from the store it was allocated to.
Collection
When you collect your order from the store, you must show them your order receipt (available on the App and emailed to you). You will not be able to collect the order without it.
You must collect the order from the store within 60 minutes of the indicated collection time, otherwise the store may dispose of it, and you will not be refunded.
Product quality and errors
We do our best to give you accurate details about the products, if they are available, their cost and the delivery charges.
However, we are not responsible for any store-related issues, such as product quality or pricing errors. To resolve these, please follow our complaints process.
Complaints
You must log your complaint in the App, or call us on 087 362 7400 or reach out to us on our various social media channels. We’ll assist as best as we can. Where we can’t, we’ll assist to attain a resolution directly with the store.
Your account
You can register to use the App if you are 18 years or older. If you are younger, you must have your parent or guardian’s permission.
Your App account is created just for you. You will not be able to transfer it to anyone else.
Use the App responsibly. Don’t use bots, scripts, or other tools to interfere with it. Keep your log in details safe because you’re responsible for orders placed through your account. Let us know right away if your log in details are compromised and we will suspend your account.
Corporate vouchers
If you want to buy corporate vouchers, send us an email at vouchers@mrdfood.com.
Our vouchers are:
- administered by a third party (WiCode) and are subject to their terms and conditions;
- valid for three years from the purchase date;
- do not earn interest;
- may include purchase limits or service fees; and
- only valid when used according to the voucher’s terms and conditions.
When using your vouchers, remember that:
- each voucher can only be used once;
- only one voucher can be applied per order; and
- vouchers cannot be transferred or exchanged for cash.
Keep your vouchers safe. We aren’t responsible for lost or misused vouchers.
You must distribute and manage these vouchers, including making the recipients aware of their terms of use.
For a fee, we can distribute these vouchers on your behalf if you have the recipient’s consent to share their details with us.
When you distribute vouchers, do not associate Mr D or its brands with harmful, offensive, or inappropriate content, such as hate speech, defamation, or intellectual property violations.
Coupons
We issue coupons for specific campaigns, so the campaign terms will apply to how you can use them. Only one person can use the coupon. You can use a coupon once. Any unused value is forfeited. You may not create multiple accounts to get more coupons.
You are responsible for keeping the coupon safe; we won’t be liable if you lose it or if someone else uses it.
SnackMe vouchers
You can send or request food vouchers by using SnackMe. Remember, this voucher will expire after three years.
SnackMe vouchers link to phone numbers so you must double check that the contact details you provide are correct before you send or request a SnackMe voucher. This also means that you give us consent to access your contact list to send or request these SnackMe vouchers.
You cannot convert SnackMe vouchers into cash or share them with anyone else. You can use one SnackMe voucher per order, and any unused balance will remain on the voucher for future orders. We credit cancelled SnackMe vouchers to the sender’s Mr D wallet, and undelivered SnackMe vouchers go to the recipient’s SnackMe credits.
You must keep your SnackMe vouchers safe; you cannot hold us responsible if you lose it, or if someone uses it without your consent.
Takealot vouchers
We’ve partnered with Takealot to make shopping even easier.
Getting your voucher
Takealot creates and issues these gift vouchers – you can purchase them directly from Takealot’s website or via Takealot for Business. Once a gift voucher has been delivered to the email address provided, we cannot take responsibility for any loss, unauthorised use, or sharing of the voucher.
Using your voucher
You can choose to redeem the voucher through either Takealot or Mr D. If you redeem the voucher on Mr D, the full value goes straight into your Mr D Wallet and is automatically applied to your Mr D orders until the voucher credit has been used up. Any unused balance stays in your Mr D Wallet for future orders.
Important things to know
These gift vouchers are valid for 3 years from the date they’re issued. Once redeemed, you have 3 years to use the credit. If you don’t use your voucher credit within 3 years, you will lose that credit.
Your voucher credit is kept separate from your refund credit, cannot be converted into cash and the amount doesn’t earn interest in your wallet. If you need to return something you bought with a Takealot voucher, the refund goes back to your Mr D Wallet.
Need help with a Takealot voucher?
If you’re having trouble redeeming your Takealot voucher, contact us – we may need to reach out to Takealot directly to sort things out but will keep you updated throughout the process.
Alcohol and vaping products
You must be 18 years or older to order alcohol or vaping products.
We cannot hand over your order:
- if you are intoxicated or
- if you can’t provide a valid ID to confirm your details.
If this happens, you will not get a refund.
TakealotNow orders
You can order Takealot products through Mr D with TakealotNow.
Takealot’s returns policy applies to all TakealotNow purchases. To log a return for a TakealotNow product, visit our Help section.
Pick n Pay orders
You can order groceries and liquor from Pick n Pay stores through us. Select substitute products when you place your order in case your first choices are out of stock. If you are a member of the Pick n Pay loyalty programme, you can earn Smart Shopper points on your purchases.
How substitutions work: You pay the higher amount between your first choice and substitute products. We charge you when you place the order, then credit your Mr D Wallet for any products that Pick n Pay cannot provide or if the substitution costs less.
Alcohol restrictions: These sales are regulated by law. You cannot order more than 150 litres of alcohol per day from Pick n Pay and you cannot resell the alcohol you buy.
Returns and refunds: Pick n Pay's returns policy applies to Pick n Pay products. Pick n Pay will assess the refund request and if Pick n Pay gives you a refund, this is credited to your Mr D Wallet. We will decide separately whether to refund any delivery charges.
App use and security
We aim to provide a reliable App with accurate and complete information. While we make every effort to ensure the App operates smoothly, we cannot guarantee that it will always be uninterrupted or accurate.
The App may include a variety of views and statements, which may not always represent those of Mr D, its team, or its agents.
We take reasonable steps to keep our App safe and secure. However, to protect your devices, we encourage you to use safeguards against risks such as viruses or harmful software, where possible. You are responsible for any risks that may arise from using the App, except where we cause damage through serious misconduct.
App access
We work to keep disruptions minimal, but there may be downtime for maintenance or technical reasons.
We can suspend or terminate your access to our App for any reason, including if you:
- breach these terms;
- commit fraud; abuse our staff;
- misuse the App; or
- create multiple accounts to qualify for promotions.
External websites
Our terms do not apply to external websites. So, when you find links to other websites on the App, including advertiser sites, you visit and use these external websites, entirely at your own risk.
Claims, liability and what you can expect from us
You agree to protect us from any claims or losses which may arise if you use the App or linked external websites, except where we cause damage through serious misconduct.
Our liability limits for claims:
You use the App at your own risk. We provide the App and its content on an “as is” basis, and you are responsible for how you use or rely on it.
If a court, tribunal, or other authority finds that we are legally responsible and must compensate you, the maximum compensation we will pay is limited to what you paid for your specific order. This means the most we would pay you back is the amount you paid for that order, even if your actual loss is greater.
We will always honour our legal responsibilities, this includes liability for gross negligence, death or injury caused by unsafe goods, and any rights you have under the Consumer Protection Act, 2008 (‘CPA’).
Events beyond our control
We always aim to meet our obligations, but there may be events that we cannot control, like natural disasters, fires, wars, or other extraordinary circumstances, which may cause delays or prevent us from fulfilling our obligations. Because we are not responsible for these kinds of delays you are still required to pay for your orders, if delivery is possible. However, if we or the store cannot provide the products or services at all, we will not charge you.
Use of App Content
Do not use, copy, or share any App content without our permission. All content on the App, including text, graphics, logos, trademarks, and other materials, belong to Mr D or our partners.
Competitions
These terms apply to all Mr D competitions unless specific campaign terms say otherwise.
Who can enter our competitions?
To enter a competition you must:
- be an individual,
- be 18 years or older
- live in South Africa, and
- be legally allowed to receive the prize.
You cannot enter our competitions if you work for Mr D or any of our associated companies, or if you supply products or services for the specific competition. Your family members and business partners also cannot enter.
What’s not allowed in your entry?
We will not allow any entries containing offensive language, hate speech, or inappropriate content. Don’t include content that could harm Mr D or violate anyone’s intellectual property rights.
How do we select and contact winners?
Winners are chosen at random after the competition ends. We will contact you through your App login email and will make two attempts to request your personal details to verify you. You must provide the information and verify your identity within 24 hours after we contact you before we deliver your prize. Our decisions on rules and winner selection are final. We will only correspond with winners.
When do we disqualify winners?
We will disqualify winners who do not comply with the competition rules. We will then choose another winner at random to replace the previous winner.
How do we use participant and winner information?
When you enter a competition, you give us permission to use your information to announce you as a winner, to deliver prizes, and to use your entry content, details, and image for marketing purposes.
We may ask you to participate in marketing activities or be present at the draw, but you can decline to do this.
Can we change or cancel competitions?
We can cancel competitions before entries close or change prizes, due to unforeseen circumstances beyond our control, by giving you notice. We can also update the rules of the competition, but we won’t change how you enter or win prizes.
South African law applies
South African law governs these terms and the use of the App. Specifically, the CPA and the Electronic Communications and Transactions Act, 2002 (‘ECTA’).
We have emphasised sections in bold which are important for you to know.
As a consumer under the CPA, you have rights that our terms cannot limit. Certain parts of these terms, like our right to stop your access, may have important legal implications, so please review them carefully.
By using the App, you agree that the High Court of South Africa (Western Cape Division, Cape Town) will handle any disputes, regardless of the claim amount. You can also approach the forums provided under the CPA for dispute resolution.
This is our whole agreement
We will publish those changes on our App. Any change we make takes effect from the date we publish it on the App. You accept the change when you use our App after the change is made.
Our agreement and updates to these terms
These terms form the full agreement between you and us. We may change or update these terms from time or stop our App without giving you notice.
We will try to process any valid orders made before the changes. You must check these terms regularly for updates. By continuing to use the App after we displayed changes to the terms, you agree to the updated terms.
If you need more information about the App please check our FAQ section, which forms part of these terms, or contact our support team at info@mrd.com.
Our rights
If either of us doesn’t enforce a section of these terms, it does not mean that we are giving up that right. If any part of these terms is invalid, the rest will still apply.
Legal notices
We will send all formal legal communication to the physical address and email you provided when you created your account. You can update this information through your App profile.
How can you contact us?
Our company name is Mr Delivery (Pty) Ltd, and our registration number is 1992/04664/07.
Our physical address is 12th floor, 10 Rua Vasco da Gama Plain, Foreshore, Cape Town.
Our phone number is +27 87 820 5058 Our email address is info@mrdfood.com
Our office bearers are FJ Zietsman and TA Ackermann
Our PAIA manual is available here.
For store information, check the relevant product listings or contact our customer support at 0861858585.
You must send legal notices in English by hand delivery or registered mail to our physical address and send a copy to legal@takealot.com.
We receive legal notices delivered by:
- hand: we receive it on the delivery date;
- registered mail: we consider it received 10 days after posting; and
- email: we receive it on transmission date if sent before 16:30 on a business day, otherwise the next business day.
Our advertising commitment to you
We are committed to honest, decent, and transparent advertising. Below is our advertising code, which highlights the values that guide communication and advertisements on the Mr D App and tells you what to expect from advertisements and how to raise concerns about any non-compliant content.
Mr D represents South Africa’s culturally rich and diverse nation. All imagery and communication associated with Mr D must align with our company values.
This advertising code establishes our commitment to lawful, honest, decent, truthful and transparent commercial advertising on the Mr D App.
Important advertising terms
Commercial advertising: This refers to all forms of paid-for advertising on the Mr D App, which includes display banners, carousels, pop-ups, and boosted search result product listings like sponsored advertisements.
Advertiser: This refers to the entity at whose instance the advertising appears, depending on the circumstances, it may be Mr D or any other third party (for instance an outlet or restaurant trading on the App).
Lawful advertising: You can expect all commercial advertisements on the App to fully comply with all applicable legislation and regulations. Advertisers must ensure their advertisements meet all legal requirements.
Honest advertising: You can expect advertisements that respect your trust and knowledge. Advertisers must not frame commercial advertisements to abuse consumer trust or exploit lack of experience, knowledge, or credulity.
Decent advertising: You can expect advertisements that are free from offensive content. Advertisers must not include foul language, obscenities, defamation, hate speech or derogatory comments in commercial advertisements. Advertisements must not contain content that might lead to or support acts of violence or criminal activity, nor appear to condone such acts. Advertisements must not contain negative gender stereotyping or negative gender portrayal.
Truthful advertising: Advertisers are expected to hold sufficient documentary evidence to support all their claims, whether direct or implied, that are capable of objective substantiation before publishing commercial advertising.
Transparent advertising: You can easily identify paid advertising on our App. When you search for products, any paid-for boosted search result product listings that appear with organic search results are marked as “sponsored” listings. This transparency ensures you know when search results have been paid for by Advertisers.
Reporting concerns: If you believe Mr D or any of the Advertisers on the Mr D App do not adhere to our commercial advertising commitments, please contact us at advertising@mrd.com
Help
Do you have questions? Check out our Help Centre.
