Refund and Cancellation Policy

You can cancel an unpaid order at any time: tap Cancel this order on your order page, or on WhatsApp reply CANCEL and the order number. You can also just not pay: items are held for 15 minutes, and after that the order is cancelled on its own. Nothing is charged.

Once you have paid, the seller may already be preparing your order, so you cannot cancel it on your own. You can ask the seller to cancel it until it has been delivered or collected:

• On your order page, open Need to cancel?, give a short reason and send it. On WhatsApp, reply CANCEL, the order number and your reason, like CANCEL PP-ABC123 I ordered the wrong size.
• The seller is asked to answer within 24 hours. If they agree, the order is cancelled and you get a full refund. If they say no (for example because it is already on its way), they must tell you why, and the order goes ahead with your money still held.
• If the seller does not answer in time, our team looks at the request and may cancel the order with a full refund.
• You can ask twice per order.

• If the seller cannot fulfil your order (for example, it sold out at their end), they cancel it and you get a full refund.
• If an item sold out just before your payment came through, the order is cancelled on its own, with a full refund.
• We may cancel an order that has not been handed over, with a full refund, for example if the seller is not responding, a price was clearly wrong, or we suspect fraud.
• You are told the reason each time, by WhatsApp and by email if you gave us one.

Contact the seller first: their number is on your order page once you have paid. If a paid order has not been delivered or collected within 5 days, you can report it as not received from your order page. Your money stays held until it is sorted out, and if the seller cannot show that they handed it over, you get a full refund.

After the seller marks your order as delivered or collected, your money is held for 48 hours. In that time you can tap Report a problem on your order page if:

• it did not arrive;
• you got the wrong item;
• it arrived damaged or opened;
• it is not as described; or
• something else is wrong.

Describe what happened and add up to three photos. The seller has 24 hours to give their side, and we decide within 72 hours of your report: pay the seller, refund you in full, or refund you in part. We may ask you to return the item to the seller first. If you say nothing within 48 hours, the order completes and the seller is paid, but you keep your legal rights below.

Sellers may only sell packaged or resale food, never homemade food. Check the packaging and the date when you get it. Do not eat or drink anything that is past its date, opened or damaged: take a photo and report it within 48 hours. Because food is for everyday use and can spoil, it cannot be returned simply because you changed your mind, but faulty, unsafe or expired food is always refunded. If you become ill, see a doctor and tell us, so we can act against the listing.

Nothing in this policy takes away your rights under South African law. In particular:

• Faulty goods (Consumer Protection Act, section 56). If goods are unsafe, defective or not fit for their purpose, you may return them within six months of delivery, at the seller's risk and cost, for a repair, a replacement or a refund, as the Act allows.
• Cooling-off (Electronic Communications and Transactions Act, section 44). For goods bought online, you may cancel within 7 days of receiving them without giving a reason. The only charge is the direct cost of returning the goods, and the refund is made within 30 days. This does not apply to food, drinks and other goods for everyday use, goods that spoil or expire quickly, goods made or personalised for you, or goods that cannot be returned because of their nature, such as opened hygiene or beauty products.

The seller is the supplier of the goods, so these rights are exercised against the seller. To use them, message the Plate2Peer team from your order page: we will arrange it with the seller, refund you from money we still hold, and, if the seller has already been paid, recover it from them.

• Refunds go back to the card or account you paid with, through our payment provider, Yoco. We start a refund as soon as it is agreed; your bank can take up to 10 working days to show it.
• A full refund includes the small-order fee, if you paid one. A partial refund is the amount we decided.
• Delivery costs you agreed and paid directly to the seller do not go through Plate2Peer, so they are refunded by the seller.
• If a refund cannot go back to your card or account, our team contacts you and may pay it by EFT, only into an account in your own name.
• Your order page always shows where your refund is.

Please use this process before disputing a payment with your bank, because it is usually faster. If you do open a card dispute, we may pause the order and the seller's payout until your bank decides. This does not limit any right you have with your bank.

False reports, fake orders or repeated claims that turn out not to be true can lead to your number being blocked and your account being closed, as the Terms and Conditions explain.

• The R29 registration fee is not refundable once your store has gone live, unless we charged it in error.
• Maintenance and premium are paid upfront for a month or a year. If you close your store, it stays paid until the end of that period. Where the Consumer Protection Act lets you cancel a fixed-term agreement early, we refund the unused months less a reasonable cancellation charge.
• Commission is not charged on orders that are cancelled or fully refunded.
• Anything we charged in error is refunded in full.

The Seller Agreement explains what sellers must do when a buyer asks to cancel or a refund is decided.

Message us from your order page or from Messages on Plate2Peer, or use the contact details below. Katlego Nexus (Pty) Ltd runs Plate2Peer, and complaints we cannot resolve can go to the bodies listed in the Terms and Conditions.