Cancellation & Refund Policy (FAQ)

Last updated: November 2025

This page outlines GasLite’s cancellation, refund, and delivery policies, as well as general service information. By placing an order on the GasLite platform, you agree to the following terms.

1. How to Cancel an Order

You can cancel your order anytime in your app or dashboard. Cancellation terms depend on the status of your order:

Before Driver Acceptance:

You may cancel your order at no cost and receive a full refund if payment was made by card or online wallet.

After Driver Acceptance:

Once a driver has accepted your order, the delivery process has begun. A cancellation fee may apply to compensate the driver for travel or time already committed. This fee is determined on a case-by-case basis, based on distance and time incurred before cancellation.

GasLite reserves the right to decline free cancellations once a driver is en route or has incurred costs related to your delivery.

2. Refund Policy

Refunds are available under the following conditions:

• You cancel your order before driver acceptance and payment was processed electronically.
• GasLite is unable to fulfill your order due to driver unavailability, stock shortages, or other operational disruptions.
• A verified payment error occurred (e.g., duplicate charge or failed transaction).

Refunds are not issued for:

• Orders that have already been successfully delivered;
• Failed deliveries caused by incorrect addresses, customer absence, or refusal to accept delivery.

All approved refunds will be processed to your original payment method and may take 5–10 business days to reflect, depending on your bank or payment provider.

3. Cylinder Exchange Policy

GasLite primarily operates on a cylinder exchange system. When you order a refill:

• Our driver will exchange your empty cylinder for a full, sealed one from a certified gas supplier.
• Please ensure that your empty cylinder is in safe, undamaged, and refillable condition.
• GasLite or the driver may refuse exchange if the cylinder is expired, corroded, or unsafe.

GasLite and its partners follow all LPG safety standards as required by the Liquefied Petroleum Gas Safety Association of Southern Africa (LPGSASA).

4. Delivery Fees

A standard flat delivery fee of R29 applies to each order. This fee is displayed clearly in your order summary before checkout. Delivery fees are non-refundable once a driver has accepted the order and begun travel.

5. Operating Hours

GasLite’s standard operating hours are:

7 Days a week: 8:00 AM – 7:00 PM

Orders placed after hours are processed the next business day. Delivery times may vary depending on:

• Driver availability,
• Customer location,
• Local demand and traffic conditions.

6. Failed or Delayed Deliveries

If your delivery is delayed or cannot be completed due to driver unavailability or system error:

• GasLite will notify you promptly;
• You may choose to reschedule or request a refund;
• In rare cases of failed delivery after payment, a full refund will be issued within standard processing times.

GasLite is not responsible for delivery delays caused by severe weather, unsafe conditions, or incorrect address information.

7. Contact for Cancellations or Refunds

If you experience any issues or require manual assistance, please contact:

When contacting us, please include:

• Your order number
• Payment reference
• Brief description of the issue

Our support team will respond within 24–48 hours during business days.