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❓ FAQ • South Africa

Frequently Asked Questions

Answers to common questions about orders, prescriptions, delivery, accounts and more. Operated by MzansiForSho (Pty) Ltd (Reg. No 2024/595329/07).
Effective: 11 November 2025

Help Centre → My Orders Refunds Policy

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Ordering

How do I place an order?
Enter your address, pick a store or pharmacy, add items to cart, then checkout. Fees and ETAs are shown before you pay.
Can I edit my order after checkout?
If picking/dispensing hasn’t started, you can cancel and re-order. Once preparation begins, changes aren’t guaranteed.
Where is my order history?
Open My Orders when signed in.

Prescriptions

Do you dispense prescription medicines?
Yes, through licensed pharmacy partners. A valid script is required for Schedule medicines.
How do I upload my prescription?
At checkout, upload a clear photo/PDF of the script. The pharmacist may contact you to verify details.
Can someone else receive my medication?
Yes, with your consent. For certain items, ID verification may be requested at handover.

Delivery & Pickup

How are delivery times estimated?
ETAs combine pharmacy/store prep, distance, traffic and courier availability, updating live as your order progresses.
My order is late — what now?
Check live status in My Orders. If it exceeds the window, report in-app or email support@mzansihealthcare.com.
Contactless delivery?
Yes. Add a note at checkout. Courier will confirm drop-off and photo proof where supported.

Payments

What payment methods are supported?
Cards and instant EFT (region-dependent). Cash may be limited by area.
Do you store my card details?
No. Our payment processor tokenises your card. We don’t store full card numbers.

Refunds & Cancellations

How do I cancel?
If picking/dispensing hasn’t started, cancel in My Orders for a full refund. After prep/courier assigned, a reasonable fee may apply.
Items missing or wrong
Report within 24 hours with photos. We can refund, credit, or redeliver depending on availability and timing.
Where is my refund?
Once approved, refunds are initiated promptly; bank processing times vary. You’ll receive an email once processed.

Account

I can’t log in
Use “Forgot password” on the login page. Check spam. If stuck, contact support.
Update my details
Edit your profile (email, phone, addresses) in My Account.
Close my account
Email privacy@mzansihealthcare.com. We’ll verify and action the request.

Pharmacies & Stores

How do we list our pharmacy?
Apply at List your business and upload your licence & documents.
When are payouts made?
Weekly to your verified bank account, less refunds/chargebacks and fees.

Drivers

Requirements to deliver?
SA ID/permit, valid licence (or bicycle), smartphone with data/GPS, thermal bag. Apply on Become a driver.
Earnings
Per-order earnings usually include base + distance/time + promotions + tips. Weekly payouts.

Technical

Site/app not working
Hard refresh, clear cache, try another browser. Allow location for accurate ETAs. If still stuck, contact support with screenshots.
Location/ETAs look wrong
Enable device GPS and grant location permission to the site/app.

Privacy & Safety

How do you protect my data?
We apply privacy-by-design and process data under POPIA. See our Privacy Policy.
Report a vulnerability
Email security@mzansihealthcare.com and see /.well-known/security.txt.
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Need more help? Open the Help Centre or contact support.
Help Centre → Email support