We are VDM Retail Group (Pty) Ltd, doing business as Nambuy and Nambuy Food ('Company', 'we', 'us', or 'our'), a company registered in Namibia at 44 Parsons Road, Southern Industrial, Windhoek, Khomas 9000.
We operate the website nambuyfood.com (the 'Site'), the mobile application Nambuy Food (the 'App'), as well as any other related products and services that refer or link to these legal terms (the 'Legal Terms') (collectively, the 'Services').
You can contact us by phone at +264 81 470 5757, email at support@nambuyfood.com, or by mail to 44 Parsons Road, Southern Industrial, Windhoek, Khomas 9000, Namibia.
At Nambuy Food, we understand that plans can change. Because we operate an on-demand delivery system designed to fulfill orders within an hour, cancellations must follow the policy outlined below to ensure fairness and efficiency for all parties.
You can cancel your order through the Nambuy Food app or website only while the order is in “Pending” status.
Once a picker has been dispatched or has arrived at the vendor location, the cancellation option will no longer be available through the app or website.
For any orders beyond this stage, cancellation may still be possible by contacting Nambuy Food Support, provided the picker has not yet reached the vendor.
Cancellations must be made through one of the following approved methods:
Self-Service:
Log into your Nambuy Food account via the app or website.
Navigate to “My Orders”, select the eligible order, and choose “Cancel Order” and select a reason for cancellation.
Telephonic Cancellation (Exception):
If you are unable to access the app or site, you may call our support team, keep in mind that we can only assist if the assigned picker has not yet arrived at the vendor location.
Telephonic cancellations are at the discretion of our support staff and are only approved if timing allows.
If the canceled order was paid in advance, you will receive a refund equal to the total order amount minus the delivery fee.
Delivery fees are non-refundable, even in the event of a successful cancellation.
Refunds will be issued to your Nambuy Food Wallet, unless otherwise required by law.
Orders canceled after the picker has reached the vendor.
Cancellation requests received after the order status is no longer pending.
Attempts to cancel through unauthorized channels (e.g., messaging the delivery driver directly or contacting the vendor).
There may be information on this Cancellation Policy that contains typographical errors, inaccuracies, or omissions. We reserve the right to correct any errors, inaccuracies, or omissions and to change or update the information on this Cancellation Policy at any time, without prior notice.
If you’re unsure whether your order is still eligible for cancellation, please contact Nambuy Food Support immediately.
