Effective 6 September 2026 · Food, 7Kravemart, Marketplace, and Courier
When the order is successfully submitted — not when it arrives. If we reverse a card payment before it has settled with our payment gateway (usually within a few hours of the charge), that reversal is typically processed within minutes. Depending on your bank, it may show as a separate reversal line, or the original charge may disappear from your online statement. Once the amount has settled, a refund normally takes 3–7 business days to appear. See the Terms for saved cards, Wallet, and collection of amounts already due.
Verified missing, incorrect, or damaged items will be refunded or re-delivered. Contact Live Chat as soon as you can and no later than 48 hours, with a photo where relevant. How we make you whole (Wallet, card, or re-delivery) is our choice.
If the whole order is wrong we refund the items plus delivery, or we may offer a re-delivery instead if you want that. Customer-cancelled orders that we accept are usually credited to the 7Krave Wallet. A card reverse is available on request through Live Chat. Orders cancelled by the restaurant, store, seller, or 7Krave will be refunded to the original method or Wallet. Unsettled card reverses are typically minutes; settled card refunds normally take 3–7 business days.
Extreme lateness (more than about two hours past the estimate) may receive a partial or full delivery-fee refund at our discretion. We do not automatically discount every late order.
Food deliveries often land in about 45–60 minutes. Restaurant prep, distance, weather, and volume all change that. The time in the cart is an estimate, not a guarantee. We consider:
Marketplace and Courier trips follow the window shown at checkout (same-region vs cross-region for Courier). Mart follows the slot you chose. We may call the number on the order to confirm a first delivery or a problem. Deliveries run while the restaurant or store is open.
You get a confirmation (email and/or push) with a time window. Someone needs to be able to receive the order. If we cannot complete delivery because no one is available, the address cannot be reached, or Cash is not ready, we log it and it can affect future orders.
A second attempt or a re-delivery is not automatic. Support may arrange one at our discretion (for example wrong or damaged items). Customer-caused failed delivery may be charged or may not be re-attempted.
Delay beyond 48 hours may affect our ability to verify a complaint.
Extra charges can apply if the address is not reachable as given (for example not accessible by motorcycle where that is required), you were not available, you asked for a special time window, or support confirms a re-delivery or address change that has a cost. Extra Distance or similar fees shown at checkout are part of the order total.
Usually no. Fulfilment starts immediately. A change often means cancel and place again. If the rider is already assigned, contact Live Chat — we will say whether a change is possible.
Food delivery currently operates in Kingston and St. Andrew, Portmore, Ocho Rios, and Montego Bay. Fees vary by location. Marketplace and Courier coverage is shown in the app at checkout. We do not export goods outside Jamaica.
Pickup is offered only where the restaurant or store marks it available in the app. If pickup is not shown, the order is delivery only.