Refund and Cancellation Policy
Plated Preps (Pty) Ltd t/a Nutrition Ninja Registration number: 2024/134601/07 Sandton View Shopping Centre, 82 Homestead Avenue, Bryanston, Johannesburg, 2191 admin@nutritionninjasa.com · WhatsApp 076 612 7594
Last updated: 22 June 2026
This Policy forms part of our Terms and Conditions. Capitalised terms have the meaning given in those Terms.
1. The principle behind this policy
We prepare fresh, never-frozen, made-to-order food. Once a cycle is confirmed, we buy stock against your specific plan, allocate your place in a capacity-limited kitchen, and schedule labour and delivery around it. That cost is committed before a single meal is cooked, and it cannot be recovered or resold.
For that reason, this policy is firm. It is set out in full below so there is no ambiguity at the point you need it.
2. Cancellation of a subscription
2.1 How to cancel
Cancellation must be in writing to admin@nutritionninjasa.com or via WhatsApp on 076 612 7594. Verbal cancellation, a message to a driver, or a comment on social media is not a valid cancellation.
2.2 Cancellation deadline
To cancel before your next 28-day cycle begins, we must receive your written cancellation by 12:00 on the Friday before that cycle starts.
This deadline exists because stock for the coming cycle is ordered immediately after it. It is not administrative — it is the point at which we spend money on your behalf.
2.3 Cancellations received after the deadline
A cancellation received after the Friday 12:00 cut-off takes effect at the end of the cycle that then begins. That cycle is payable in full and is not refundable. You will receive all meals for it.
2.4 The current cycle is not refundable
Cancelling does not refund the cycle you are currently in, whether in whole or in part, and whether or not you take delivery of the remaining meals. You remain entitled to receive all meals paid for in that cycle.
2.5 Pausing your subscription
You may request a pause of your subscription subject to the following conditions:
- the request must be made in writing to admin@nutritionninjasa.com or WhatsApp 076 612 7594;
- the request must reach us at least 48 hours before the start of the next prep cycle;
- a pause takes effect only once approved by us in writing. Approval is in our discretion, having regard to kitchen capacity and the production schedule.
A request received less than 48 hours before the next prep cycle can, at the earliest, take effect from the prep cycle after it — stock for the imminent cycle is already committed and those meals will be prepared and delivered as scheduled.
While an approved pause is active, prep and deliveries are suspended and the undelivered meals already paid for in your cycle are held and made up when your subscription resumes. Paused meals are not refunded or credited.
When you cancel (as opposed to pause), your place in the production schedule is released and may be allocated to another client. Rejoining is subject to availability at the time you apply. We cannot hold, reserve, or guarantee a place for a former subscriber, and we cannot guarantee that pricing at that time will match your previous pricing.
If you are going away, use the away-day process in clause 4 or request a pause under this clause rather than cancelling.
3. Refunds
3.1 General position
All sales are final. Meals are perishable foodstuffs prepared to order. We do not offer refunds for change of mind, dislike of a dish, a change in your circumstances, travel, illness, injury, a change in dietary goals, or failure to consume the meals supplied.
3.2 No cooling-off period
The 7-day cooling-off right in section 44 of the Electronic Communications and Transactions Act, 25 of 2002 does not apply to our products. That section expressly excludes perishable foodstuffs and goods made to a consumer's specifications. Both apply to every meal we produce.
3.3 Where we will refund
We will refund in full, to the original payment method, where:
- we cancel or fail to deliver a full cycle for reasons within our control and cannot supply a replacement cycle;
- you were charged in error, or charged twice;
- a pricing error on the Website is corrected after your payment and you elect not to proceed.
Approved refunds are processed within 10 business days of approval. Bank or payment-processor clearing times are outside our control.
3.4 Delivery fees
Delivery fees are non-refundable once a delivery has been dispatched.
4. Away days and travel
You may notify us in writing, before the Friday 12:00 cut-off for the affected week, that you will be away.
Affected meals are made up on your return, within the same 28-day cycle. They are not refunded, not credited, and not carried into a subsequent cycle. Meals not made up within the cycle in which they were paid for lapse.
Late notice — after the cut-off — means the stock is already purchased and the meals are already scheduled. Those meals are forfeited.
5. Failed and missed deliveries
Where a delivery cannot be completed because no one is available to receive it, access to the property or estate is refused or unavailable, the address you supplied is incorrect or incomplete, or our driver cannot safely reach the address:
The meals for that delivery are forfeited. No refund, credit, replacement, or carry-forward is given.
Our driver operates a fixed route across multiple clients on scheduled delivery days. We cannot return to an address, and we cannot hold fresh food for a second attempt.
Where you instruct us to leave a delivery unattended, or a third party accepts it at your address, the delivery is complete and risk passes to you at that moment.
6. Quality complaints
6.1 Reporting window
Report any damaged, incorrect, short-delivered, or substandard meal in writing to admin@nutritionninjasa.com or WhatsApp within 24 hours of delivery, with:
- a clear photograph of the meal and its label;
- the delivery date;
- a description of the issue.
Claims outside 24 hours, or without a photograph, will not be accepted. Fresh food cannot be assessed after that point, and we will not be able to determine whether an issue arose in our kitchen or after delivery.
6.2 Remedy
Where a claim is upheld, our remedy — at our election — is one of:
- a replacement meal on your next scheduled delivery; or
- a credit to your account, applied to your next cycle.
Cash refunds are not given for individual meals.
6.3 What is not a quality issue
Personal preference regarding taste, seasoning, spice level, texture, or ingredient choice is not a defect. Our menu rotates weekly and includes bold, globally inspired flavours. Normal variation in portion presentation within our stated plating tolerance is not a defect.
7. Taste Test trial
The Taste Test is a once-off 5-day trial with no subscription and no auto-renewal. It is non-refundable and non-transferable, and is limited to one per household. Clause 6 (quality complaints) applies to trial orders in full.
8. Changes we make
If we increase prices or materially change plan structure, we will give you 30 days' written notice. You may cancel before the change takes effect without penalty by notifying us in writing within that notice period. Continued subscription after the notice period constitutes acceptance.
If we cancel your subscription for reasons within our control, we refund the unused portion of the current cycle on a pro-rata basis, calculated by meals not yet delivered.
We may suspend or terminate a subscription immediately, without refund of the unused balance, in the event of non-payment, fraud, abuse of our staff, or breach of our Terms and Conditions.
9. Your statutory rights
Nothing in this Policy limits or excludes any right you have under the Consumer Protection Act, 68 of 2008, including any right to cancel an agreement on notice. Where such a right applies, we may impose a reasonable cancellation penalty in terms of section 14(3), which — given that stock for the cycle is procured in advance and cannot be resold — is the value of the cycle already commenced.
Where a statutory right conflicts with this Policy, the statutory right prevails to the extent of the conflict.
10. Contact
Plated Preps (Pty) Ltd t/a Nutrition Ninja Email: admin@nutritionninjasa.com WhatsApp: 076 612 7594
Unresolved complaints may be referred to the National Consumer Commission or the Consumer Goods and Services Ombud.