Good to know
Prices, cancellations and refunds
What you pay
You see the price in the app, in rand, before you confirm anything. That price covers your transporter, our service and the card payment costs. There are no hidden extras.
Only a few things are added, and only when you choose them or need them:
- A tip for your transporter. It is optional, you choose the amount, and it goes in full to the transporter.
- A trip back, if nobody can receive your parcel and you ask for it to be returned to you or taken to our office. The price is shown in the app before you choose.
- Storage, only if a parcel stays at our office for more than 7 days. We tell you in the app first.
Sending several parcels in a Batch? The price per parcel comes down as you add more, and again when other customers share the trip.
When your card is charged
Your card is authorised when you book, and you are only charged when your parcel is delivered, for the final price plus any tip you chose. Your bank may show a slightly higher amount on hold until then. Anything that is not charged is released back to you.
Changing or cancelling a booking
What happens depends on how far the booking has got:
- Before a transporter accepts: change or cancel for free. Everything on your card is released.
- After a transporter accepts, before pick-up starts: you can cancel, but not change the booking. We keep half the fare to cover the transporter's time and fuel, and the other half goes back to your card.
- Once pick-up has started: the booking cannot be changed or cancelled.
When you get your money back
- You are refunded in full if our system fails and the trip cannot start, or if your transporter cancels before arriving to collect.
- You are not refunded if the transporter refuses the parcel at pick-up for a reason in our Terms (for example it is a banned item, it is worth more than R1,500, or the photo check is refused). You are also not refunded if the transporter reaches the drop-off but nobody can receive the parcel, the address is wrong or the delivery code is not given, because the trip has been made.
Refunds go back to the card you paid with. Your bank decides how quickly the money shows.
If nobody can receive your parcel
Your transporter waits 10 minutes and tries to reach the receiver. We tell you straight away in the app, and you have 10 minutes to choose:
- Try again now. This is free, once for each parcel.
- Return it to you. Only before 17:00 on the same day. This is a separate fare, paid by card before the trip starts.
- Take it to our office at 3 Malaga, Dainfern Ridge, Fourways, 2055. The trip is charged as a separate fare and the parcel is released once it is paid.
If you do not choose in time, the parcel goes to our office. We keep it safe for 7 days at no charge. A parcel nobody collects within 30 days is treated as unclaimed, and we contact you first.
If your parcel is lost or damaged
Report it in the app. Our team reviews every report. You can claim the proven value of the parcel (for example with an invoice), up to R1,500. Parcels worth more than R1,500 should not be sent. Please read the details in our Terms of Service before you send.
Your rights
Nothing on this page takes away any right you have under the Consumer Protection Act or any other law. Something not right? See Questions, problems and complaints.