We are here to help
Questions, problems and complaints
Talk to us
- In the app: open the menu and choose Message Mooovuka. Pick what it is about (a question, a problem with an order, a complaint or your account). If it is about an order, it is attached for you.
- Business portal: use the Messages page.
- On this website: use the form, and choose "A complaint" if that is what it is.
- Email: smt@mooovuka.com
We aim to reply to a question within 1 working day.
If you want to make a complaint
Tell us what happened, which order it was about if there was one, and what you would like us to do. Here is what you can expect:
- A complaint made in the app is acknowledged straight away, with a reference number. A complaint by email is acknowledged within 3 working days.
- We answer within 15 working days.
- We keep a record of every complaint for five years.
If you are not happy with our answer
You do not have to stay with us. You can take it further:
- ICASA. We hold an Unreserved Postal Services licence from the Independent Communications Authority of South Africa (no. 0371/UPS/0371/OCT/2026). You may complain to them if we have not put things right: icasa.org.za.
- Consumer bodies. You keep your rights under the Consumer Protection Act, including the National Consumer Commission (thencc.org.za), the National Consumer Tribunal, a consumer court, an ombud or a court.
- Arbitration. If we cannot settle a dispute through our support process, either of us may refer it to the Arbitration Foundation of Southern Africa (AFSA). The full wording is in our Terms of Service.
Also useful
Prices, cancellations and refunds explains what you pay and when you get your money back.