Food safety guidelines for stores

To ensure all food sold through Refreshi is safe, high quality, and compliant with local regulations, please follow these guidelines when preparing, storing and handing over surplus items. These guidelines support customer safety, brand reputation and responsible food distribution.

1. Food Quality & Suitability

• Only offer food that is safe to eat at the time of collection. 
• Check the Use-By Date. Do not sell or distribute food past this date.
• Always ask: Will you eat the product that you want to sell? If no, then do not sell it. 
• LOOK: Does your product look ok? No mould, discoloration, leakage or damaged packing?
• SMELL: Does your product smell as usual? No unusual or pungent odours?
• Do not offer products showing signs of spoilage or that have been exposed to contamination.
• Do not offer products which have uncertain storage history or are temperature-abused.

2. Storage & Handling

• Maintain safe storage conditions at all times prior to collection.
• Keep chilled items at ≤ 5°C, frozen items at ≤ -18°C and hot foods ≥ 60 °C until pickup.
• Avoid allowing food to remain between 5°C and 60 °C (the “danger zone”) for extended periods.
• Store raw and ready-to-eat foods separately to avoid cross-contamination.
• Do not leave cooked food at room temperature for more than 2 hours.
• Wash hands before handling food, use clean utensils, gloves, or tongs and avoid direct hand contact with ready-to-eat items.

3. Hot Foods

• Use clean, food-grade packaging suitable for the product type.
• Ensure containers are sealed or covered to prevent contamination.
• For warm foods, use heat-safe and insulated containers where possible.
• Clearly inform customers of known allergens in their order (e.g., nuts, dairy, gluten).
• Provide an allergen sheet or verbal disclosure at collection.
• Take care to avoid cross-contact when packing mixed items.

5. Collection Process

• Keep orders refrigerated or frozen until the customer arrives.
• Keep hot foods at ≥ 60 °C until handover.
• Hand over items promptly to minimise temperature-abuse.
• If an item becomes unsafe before pickup, remove it from the order immediately.

6. Compliance & Staff Training

• Follow all local food safety laws and hygiene requirements.
• Ensure staff handling orders are trained in basic food hygiene, reinforcing safe temperate handling and allergen awareness. 
• Maintain basic records of items prepared for Refreshi.
• Refreshi reserves the right to suspend listings if food safety standards are not met.

7. Recall & Customer Notification Policy

• Refreshi records the number of bags sold per day, per supplier. 
• Each bag is categorised (e.g. bakery goods, fruit & vegetables, dry goods, deli items).
• Refreshi securely stores customer contact details such as customer name, email, phone number, enabling direct notification where required.

1. Notify Refreshi Support immediately via:
   o WhatsApp Business line: 083 799 6479
   o Email: support@refreshi.co.za
2. Give details: date, order number (if available), issue description, photo (if possible).
3. Remove and replace any affected bags from the pickup area.
4. Keep records: Refreshi may request a quick incident form.

By partnering with Refreshi, you commit to ensuring food safety and protecting customer health. Your care makes surplus food both delicious and safe to enjoy.