Refund Policy

DUSE24 PAYMENTS, CANCELLATIONS & REFUND POLICY

Effective Date: [Insert Date]
Last Updated: [Insert Date]
Applies To: All DUSE24 customers, users, senders, recipients, businesses and other persons placing delivery or courier orders through the DUSE24 platform.

1. PURPOSE OF THIS POLICY

This Payments, Cancellations & Refund Policy explains how DUSE24 handles payments, delivery-order cancellations, cancellation charges, refunds, wallet credits, cash-payment orders, payment-gateway charges, fraudulent transactions and related payment matters.

DUSE24 is an on-demand delivery and courier platform providing services that may include, among other things:

Relocation and household moves;
Small-package deliveries;
Documents and stationery;
Furniture and electrical deliveries;
Groceries and retail deliveries;
Construction materials;
Vehicle transportation;
FCL/container transportation;
Business and commercial deliveries;
Local and cross-border delivery services; and
Other delivery or logistics services made available through the DUSE24 platform.

By placing an order through DUSE24, the customer agrees to this policy together with the DUSE24 Terms and Conditions, Privacy Policy and any other applicable policies displayed on the platform.

2. PAYMENT METHODS

Depending on the customer's location, order type and availability, DUSE24 may permit customers to pay using:

Online payment gateways;
Debit or credit cards;
Electronic payment methods;
DUSE24 Wallet funds;
Cash payment, where specifically made available;
Bank transfer or EFT, where specifically authorised; or
Other payment methods introduced by DUSE24 from time to time.

DUSE24 may limit, suspend or remove a particular payment method for security, fraud-prevention, operational or regulatory reasons.

All applicable delivery charges, service fees, surcharges and other costs will be presented to the customer before the order is confirmed, subject to any subsequent charges expressly permitted under the applicable terms.

3. ONLINE PAYMENT-GATEWAY SERVICE FEE

Where a customer pays for a delivery order through an online payment gateway, a 5% payment-gateway/service processing fee may be charged in addition to the applicable delivery and service charges.

The 5% fee is intended to cover payment processing, transaction administration, payment-security measures, reconciliation and related payment-processing costs.

Example

If the delivery order is:

Delivery/order amount: R1,000
Payment-gateway service fee (5%): R50
Amount paid: R1,050

The applicable cancellation charge will be calculated in accordance with this Policy and the amount that is refundable will be determined after applicable deductions.

The exact fee applicable to an order will be disclosed to the customer before payment wherever reasonably practicable.

4. CUSTOMER CANCELLATION OF A PAID DELIVERY ORDER

A customer may request cancellation of an order through the DUSE24 platform, subject to the status of the order and applicable cancellation rules.

Because DUSE24 operates an on-demand logistics service, cancellation may result in costs being incurred by DUSE24, the driver, courier, transporter or other service provider.

Examples include:

Driver or courier mobilisation;
Travel to the collection point;
Fuel and vehicle costs;
Driver/courier time;
Waiting time;
Route allocation;
Dispatch and operational costs;
Payment-processing costs;
Administrative costs; and
Loss of availability for other customers.

Accordingly, a cancellation charge may apply.

5. STANDARD CANCELLATION DEDUCTION

Where a customer cancels a paid delivery order that is eligible for cancellation, DUSE24 may deduct 20% of the applicable order amount as a cancellation charge, subject to applicable law and the circumstances of the cancellation.

The remaining eligible amount will be credited to the customer's DUSE24 Wallet.

Example

If the applicable order amount is:

Order amount: R1,000
20% cancellation charge: R200
Refundable balance: R800

The R800 will be credited to the customer's DUSE24 Wallet.

Where a payment-gateway fee has separately been charged, the applicable 5% payment-gateway/service fee may also be deducted where legally permissible and where the customer cancels the transaction rather than DUSE24 being responsible for the cancellation.

Important

The 20% cancellation charge is intended to constitute a reasonable cancellation/administrative charge reflecting costs associated with processing and cancelling an on-demand delivery order. DUSE24 will not apply this provision in a manner that unlawfully limits a consumer's statutory rights.

Under South Africa's Consumer Protection Act, cancellation charges for advance bookings/orders must be reasonable having regard to circumstances including the nature of the service and the notice provided.

6. PAYMENT-GATEWAY FEE AND CANCELLATION CHARGE

Where applicable, both of the following may apply to a customer-initiated cancellation:

A. Cancellation charge

20% of the applicable order amount

B. Payment-gateway/service fee

5% of the applicable payment amount processed through the payment gateway

The applicable deductions will be displayed or communicated to the customer where reasonably practicable.

DUSE24 reserves the right to modify these charges where required by law, payment-provider requirements, changes in processing costs or operational requirements.

7. REFUNDS ARE CREDITED TO THE DUSE24 WALLET

Unless otherwise required by applicable law or specifically approved by DUSE24, refunds resulting from eligible cancelled delivery orders will not be returned directly to the original payment card.

Instead, the eligible refund amount will first be credited to the customer's DUSE24 Wallet.

The wallet balance may then be used by the customer to:

Pay for another DUSE24 delivery;
Partially pay for a delivery;
Fully pay for an eligible delivery;
Combine wallet funds with another available payment method; or
Request withdrawal of eligible wallet funds to the customer's verified bank account.

This wallet-first process is intended to improve payment security, reduce payment fraud, facilitate faster customer access to eligible refunds and simplify reconciliation between DUSE24 and its customers.

8. USING WALLET REFUNDS FOR ANOTHER DELIVERY

A customer may use available DUSE24 Wallet funds to place another delivery order.

Where the new order costs more than the customer's available wallet balance, the customer may be required to pay the remaining balance using another available payment method.

Where the new order costs less than the available wallet balance, the remaining amount will ordinarily remain in the customer's DUSE24 Wallet for future use.

Wallet funds may be subject to verification, fraud screening and other reasonable security controls.

9. WITHDRAWING A REFUND FROM THE DUSE24 WALLET

A customer may request withdrawal of an eligible wallet balance into their bank account, subject to DUSE24's verification procedures.

The customer may be required to provide:

Full name;
Bank name;
Account number;
Branch code;
Account type;
Proof of bank-account ownership;
Identification or other verification information; and
Any other information reasonably required to prevent fraud or unauthorised withdrawals.

DUSE24 may refuse or delay a withdrawal until the customer's identity, account ownership and transaction history have been reasonably verified.

10. BANK TRANSFER / EFT REFUNDS

Approved wallet withdrawals will be processed through bank transfer/EFT to the customer's verified bank account.

Once DUSE24 has approved and initiated the withdrawal, the funds are generally expected to reflect in the customer's bank account within 1–2 business days, depending on the banking institutions involved, weekends, public holidays, bank processing times and security checks.

DUSE24 does not guarantee that a bank will process an EFT within a particular period where the delay is caused by the customer's bank or another financial institution.

DUSE24 will not knowingly transfer funds to a third party's bank account where this would create an unreasonable fraud or money-laundering risk.

11. DUSE24 DOES NOT GENERALLY REFUND DIRECTLY TO PAYMENT CARDS

For security, fraud-prevention and reconciliation purposes, DUSE24's standard refund mechanism is the DUSE24 Wallet rather than a direct refund to the original debit or credit card.

This means that a customer should not assume that cancelling an order will result in an automatic reversal to the card used for the original transaction.

Where applicable law, a payment-provider rule, a card-network requirement or another legally binding obligation requires a particular refund method, DUSE24 will comply with that requirement.

12. ORDERS PAID BY CASH

Where cash payment is available, the customer is expected to make payment in accordance with the payment instructions provided by DUSE24.

Customers who repeatedly:

Place cash orders and cancel them;
Fail to make payment;
Request drivers/couriers to perform services without payment;
Provide false payment information;
Repeatedly waste driver/courier time;
Abuse the cash-payment facility; or
Engage in suspicious ordering or cancellation behaviour

may have their DUSE24 account subject to review.

Following an investigation, DUSE24 may:

Restrict cash-on-delivery/payment availability;
Require online prepayment;
Place temporary restrictions on the account;
Suspend the account;
Permanently terminate the account where justified; or
Take other lawful action.

Account restrictions will be applied in accordance with DUSE24's Terms and Conditions and applicable law.

13. DRIVER/Courier ARRIVAL AND CUSTOMER CANCELLATION

Where a customer cancels an order after a driver, courier or transporter has already been dispatched, additional cancellation or service-related charges may apply where reasonably justified by the circumstances.

This may include circumstances where the driver/courier:

Has already travelled to the collection point;
Is waiting for the customer;
Has loaded goods;
Has incurred fuel or toll costs;
Has declined another delivery to fulfil the customer's order; or
Has otherwise commenced performance of the delivery service.

The applicable charge will depend on the order status and circumstances.

14. CUSTOMER NOT AVAILABLE

If the driver/courier arrives at the collection or delivery location and the customer or authorised recipient is unavailable, DUSE24 may contact the customer and provide a reasonable opportunity to resolve the issue.

Depending on the circumstances, the customer may be responsible for:

Waiting time;
Additional travel;
Re-delivery;
Return-to-sender;
Additional collection or delivery charges; or
Cancellation charges.

15. DUSE24-CANCELLED ORDERS

Where DUSE24 cancels an order for reasons attributable to DUSE24, such as certain operational failures, inability to provide the requested service or other circumstances within DUSE24's responsibility, DUSE24 will determine the appropriate remedy in accordance with applicable law and the circumstances.

Where a customer is legally entitled to a full refund, DUSE24 will not apply the standard 20% cancellation charge merely because an order was cancelled.

Where an order cannot be fulfilled because of circumstances outside DUSE24's reasonable control, DUSE24 may apply its Force Majeure and Terms and Conditions provisions, subject to applicable law.

16. FAILED OR UNSUCCESSFUL DELIVERIES

A delivery may be considered unsuccessful where, for example:

The customer provides an incorrect collection address;
The customer provides an incorrect delivery address;
The customer is unavailable;
The recipient refuses the delivery;
The customer provides inadequate collection instructions;
The goods are not ready for collection;
The goods are materially different from the information supplied during booking;
The goods are prohibited or unsafe to transport;
The customer refuses to pay an applicable additional charge; or
The delivery cannot lawfully or safely be completed.

Additional costs may apply depending on the circumstances.

17. PROHIBITED OR ILLEGAL GOODS

DUSE24 may refuse to collect, transport or deliver goods that are illegal, dangerous, prohibited, inadequately packaged, incorrectly declared or otherwise contrary to DUSE24's prohibited-items policy or applicable law.

Customers must accurately describe goods being transported.

DUSE24 may report suspected unlawful activity to the appropriate authorities where legally required or reasonably necessary.

18. STOLEN, FRAUDULENT OR UNAUTHORISED PAYMENT CARDS

DUSE24 takes payment fraud seriously.

A customer must only use a debit card, credit card or other payment instrument that they are legally authorised to use.

Where DUSE24 reasonably suspects that a stolen, compromised, fraudulent or unauthorised payment card has been used to place an order, DUSE24 may:

Cancel or suspend the order;
Place the transaction under security review;
Restrict or suspend the customer's account;
Preserve relevant transaction and account records;
Cooperate with banks, payment providers, card schemes, investigators and law-enforcement authorities;
Request additional verification;
Reverse or withhold suspicious wallet credits where legally permissible; and
Take appropriate legal action.

Where a lawful investigation is conducted, DUSE24 may provide relevant customer, transaction, account, delivery and technical information to law-enforcement authorities or other authorised parties where disclosure is permitted or required by applicable law.

DUSE24 will not publicly disclose customer information or provide it to unauthorised persons merely because a fraud allegation has been made.

This approach is consistent with the need to protect personal information under POPIA while allowing lawful disclosure where permitted or required.

19. PAYMENT FRAUD AND CHARGEBACKS

Customers must not intentionally initiate fraudulent payment disputes, chargebacks or payment reversals after receiving or attempting to receive DUSE24 services.

Examples of prohibited conduct include:

Claiming that a payment was unauthorised when the customer authorised it;
Deliberately using another person's card without permission;
Using a stolen card;
Attempting to obtain both a DUSE24 refund and a bank/card chargeback for the same transaction;
Providing false information to a payment provider; or
Creating multiple accounts to exploit refund or promotional systems.

Where a chargeback or payment dispute occurs, DUSE24 may provide the payment processor, bank, card issuer or relevant authority with appropriate transaction evidence.

20. REFUND FRAUD

DUSE24 may investigate suspicious refund activity.

Examples include:

Multiple cancellation/refund requests;
Multiple accounts controlled by the same person;
Repeated cash-order cancellations;
Repeated claims that deliveries were not performed;
Repeated payment disputes;
Suspicious bank-account changes;
Requests to send refunds to unrelated third parties; or
Attempts to exploit promotional credits or wallet balances.

Where suspicious activity is identified, DUSE24 may temporarily restrict the customer's account while the matter is investigated.

21. WALLET SECURITY

Customers are responsible for protecting access to their DUSE24 accounts.

Customers must not:

Share passwords or authentication codes;
Allow unauthorised persons to access their account;
Provide wallet access to another person;
Attempt to circumvent DUSE24's security controls; or
Allow another person to use their account for fraudulent purposes.

DUSE24 may require additional verification before processing wallet withdrawals.

22. BANK ACCOUNT VERIFICATION

For security purposes, DUSE24 may require the bank account receiving a withdrawal to belong to the verified customer.

DUSE24 may delay, reject or investigate a withdrawal where:

The account holder name does not reasonably correspond with the customer;
The bank details appear suspicious;
The account has recently been changed;
Multiple customer accounts use the same bank account;
The transaction appears fraudulent; or
Additional verification is required.

23. REFUNDS FOR DUPLICATE PAYMENTS

Where a customer accidentally pays for the same order more than once, DUSE24 may investigate the duplicate transaction.

Once confirmed, an eligible duplicate payment may be credited to the customer's DUSE24 Wallet or otherwise refunded in accordance with DUSE24's applicable payment procedures and legal obligations.

24. INCORRECT AMOUNTS AND PAYMENT ERRORS

If a customer believes that an incorrect amount has been charged, the customer should contact DUSE24 as soon as reasonably possible and provide:

Order number;
Date and time of transaction;
Amount charged;
Payment method;
Relevant transaction reference; and
Any supporting information reasonably required.

DUSE24 will investigate genuine payment discrepancies.

25. NO CASH REFUNDS FROM DRIVERS

Drivers, couriers and delivery personnel are generally not authorised to issue customer refunds in cash.

Customers should not request or accept a cash refund from a DUSE24 driver unless DUSE24 has expressly authorised such payment.

All eligible refunds should be processed through DUSE24's official refund and wallet procedures.

26. TAXES, FEES AND OTHER CHARGES

Customers are responsible for applicable charges disclosed during the ordering process, including where applicable:

Delivery fees;
Service fees;
Payment-processing fees;
Cancellation charges;
Waiting-time charges;
Additional-distance charges;
Tolls;
Loading/unloading charges;
Special handling charges;
Oversized/heavy-item charges;
Return-to-sender charges; and
Other applicable charges.

Where applicable, taxes such as VAT will be treated in accordance with South African tax requirements.

27. CONSUMER RIGHTS

Nothing in this policy is intended to unlawfully exclude, restrict or waive any right that a customer has under applicable South African law.

The Consumer Protection Act establishes national consumer-protection standards and regulates unfair business practices and consumer transactions.

Where a statutory consumer right applies to a particular transaction, DUSE24 will comply with that right.

The cancellation provisions in this policy are therefore subject to applicable statutory cancellation, cooling-off, refund and consumer-protection rights.

28. ELECTRONIC TRANSACTIONS

DUSE24 operates an electronic transaction platform and will maintain appropriate information relating to orders and payments.

South Africa's Electronic Communications and Transactions Act regulates electronic transactions and includes requirements relevant to electronic commerce, including transaction information, payment procedures, security and refund policies.

Customers should retain their order confirmations, receipts and payment records.

29. PERSONAL INFORMATION AND PRIVACY

DUSE24 collects and processes personal information necessary to operate the delivery platform, process orders, administer payments, prevent fraud, provide customer support and comply with legal obligations.

Personal information may include, where applicable:

Name;
Contact details;
Delivery and collection addresses;
Payment-related information;
Bank-account information;
Order history;
Device and technical information;
Account information; and
Information relating to suspected fraud or security incidents.

DUSE24 will process personal information in accordance with its Privacy Policy and applicable South African data-protection requirements, including POPIA.

POPIA establishes requirements for the lawful processing and protection of personal information by public and private bodies.

30. DISCLOSURE TO LAW ENFORCEMENT

DUSE24 may disclose relevant information to SAPS, courts, authorised investigators, financial institutions, payment providers, regulators or other legally authorised bodies where disclosure is:

Required by law;
Required pursuant to a lawful request or legal process;
Necessary to investigate suspected fraud or unlawful activity;
Necessary to protect DUSE24, customers, drivers, couriers or third parties; or
Otherwise permitted under applicable law.

Such disclosures will be handled in accordance with applicable privacy and information-protection requirements.

31. ACCOUNT SUSPENSION

DUSE24 may temporarily suspend an account while investigating:

Suspected payment fraud;
Stolen or unauthorised payment instruments;
Repeated cash-order cancellations;
Abuse of refund procedures;
Chargeback abuse;
Identity or account discrepancies;
Suspicious wallet activity;
Prohibited goods;
False delivery information;
Abuse or threats against drivers/couriers;
Repeated non-payment; or
Other activity that presents a material risk to DUSE24, its customers or delivery partners.

Where appropriate, DUSE24 may request additional information before restoring account access.

32. ACCOUNT TERMINATION

DUSE24 may terminate or permanently restrict an account where there are reasonable grounds to believe that the customer has:

Engaged in fraud;
Repeatedly abused DUSE24's services;
Used stolen or unauthorised payment instruments;
Repeatedly failed to pay for orders;
Deliberately abused the cancellation/refund system;
Used DUSE24 for unlawful purposes;
Attempted to compromise DUSE24's systems; or
Materially breached DUSE24's Terms and Conditions.

Termination will remain subject to any rights the customer has under applicable law.

33. DISPUTES REGARDING REFUNDS

Customers who disagree with a refund calculation should contact DUSE24 customer support and provide the relevant order and payment information.

DUSE24 will review the transaction and provide an explanation where appropriate.

Customers retain any applicable statutory rights to pursue complaints or remedies under South African law.

34. PAYMENT SECURITY

DUSE24 will take reasonable technical and organisational measures appropriate to the nature of its platform and transactions to protect payment and personal information.

Customers should understand that no electronic payment or internet-based system can be guaranteed to be completely secure.

The ECT Act requires suppliers conducting electronic transactions to utilise a payment system that is sufficiently secure having regard to accepted technological standards and the transaction concerned.

35. CHANGES TO THIS POLICY

DUSE24 may update this Payments, Cancellations & Refund Policy from time to time to reflect:

Changes in South African law;
Payment-provider requirements;
Banking requirements;
Changes in DUSE24's services;
Changes in fraud-prevention practices;
Operational requirements; or
Improvements to customer protection.

The latest version published on the DUSE24 platform will apply to transactions made after the effective date of the updated policy, subject to applicable law.

36. IMPORTANT CUSTOMER NOTICE

Before confirming a delivery order, customers should carefully review:

Collection address;
Delivery address;
Item description;
Item quantity;
Approximate weight and dimensions;
Delivery vehicle/service selected;
Delivery fee;
Service fees;
Payment-gateway fee, where applicable;
Cancellation terms; and
Total amount payable.

Once an order has been confirmed and a driver/courier has been allocated or dispatched, cancellation may result in applicable charges.

37. SUMMARY OF THE DUSE24 REFUND PROCESS

For an eligible customer-initiated cancellation:

Customer cancels order → DUSE24 calculates applicable cancellation deductions → Eligible refund is credited to DUSE24 Wallet → Customer may use wallet for another delivery OR request withdrawal → DUSE24 verifies bank details → EFT/bank transfer is processed → funds generally reflect within 1–2 business days after processing.

The customer should not expect an automatic refund to the original payment card.

38. CONTACTING DUSE24

For payment, cancellation or refund queries, customers should contact DUSE24 through the official customer-support channels made available on the DUSE24 website or mobile application.

Customers should include their:

DUSE24 account details;
Order number;
Payment reference;
Date of transaction; and
Description of the issue.

DUSE24 may request additional information necessary to verify the transaction and protect the customer's account.

FINAL NOTICE

This policy is intended to establish clear and transparent payment, cancellation and refund procedures for the DUSE24 on-demand delivery platform operating in South Africa and other markets where DUSE24 may operate.

Where the laws of another country or jurisdiction apply to a particular transaction, DUSE24 may adapt its cancellation, refund, payment and consumer-protection procedures to comply with the mandatory laws applicable to that transaction.

DUSE24 reserves all rights not expressly granted to customers under this policy, subject always to applicable law.