Last updated: 1 October 2026
1. The three standard policies
Each caterer chooses one of these policies. It is shown on their profile, on every quote and at checkout, so you know the rules before you pay.
| Policy | Full refund | 50% refund | No refund |
|---|---|---|---|
| Flexible | 7 or more days before the event | 3 to 7 days before | Less than 3 days before |
| Moderate | 14 or more days before the event | 7 to 14 days before | Less than 7 days before |
| Strict | 30 or more days before the event | 14 to 30 days before | Less than 14 days before |
The refund percentage applies to the total amount you have paid for the booking at the time you cancel.
Example: you book a caterer with a Moderate policy for R20 000 and pay a R10 000 deposit. If you cancel 10 days before the event, you are in the 50% band, so R5 000 is refunded. If you cancel 20 days before, you get the full R10 000 back.
2. If the caterer cancels
If a caterer cancels a confirmed booking for any reason, you receive a full refund of everything you have paid. We will also do our best to help you find another caterer for your date.
3. How to cancel
Cancel from your booking in the app. The app shows the refund you will receive before you confirm. The time of cancellation is the moment you confirm it in the app.
4. How refunds are paid
- Refunds go back to the original payment method.
- We start processing refunds immediately. Depending on your bank, the money usually shows within 5 to 10 business days.
- AlfaCaters does not charge a fee to process refunds.
5. Changes instead of cancelling
If your plans change, consider asking the caterer to move the date or adjust the booking before you cancel. Changes require the caterer’s agreement and are arranged through the booking messages. Changes to the number of guests follow the rules in our Terms of Service.
6. When something goes wrong at the event
If the service was not delivered as booked, report it in the app within 48 hours after the event. The caterer’s final payment is held until this window passes, so we can issue a full or partial refund where a problem is confirmed.
7. Circumstances beyond anyone’s control
If an event cannot go ahead because of events outside the control of both you and the caterer, such as a restriction imposed by government or a natural disaster, please contact us. We will assist both parties to agree on a fair outcome, such as a new date or a refund.
8. Your legal rights
This policy works alongside your rights under the Consumer Protection Act, including section 17, which allows you to cancel an advance booking subject to a reasonable cancellation charge. Nothing in this policy limits those rights.
Questions about a cancellation: support@alfacaters.com