Refund and cancellation policy

REFUND AND CANCELLATION POLICY

1. INTRODUCTION
   This Refund and Cancellation Policy forms part of the Terms and Conditions of Our Courier (Pty) Ltd, trading as Your Courier (“Your Courier”, “we”, “us”, or “our”).

This policy is designed in accordance with the Consumer Protection Act, 2008 (CPA) of South Africa.

2. NATURE OF SERVICE
   Your Courier operates as a technology platform connecting customers with independent drivers. Refunds and cancellations are therefore subject to the stage of the service and driver engagement.

3. CUSTOMER RIGHT TO CANCEL (BEFORE DRIVER ASSIGNMENT)
   3.1 Customers may cancel a booking before a driver has been assigned at no cost.
   3.2 Any payment made will be refunded in full.

4. CANCELLATION AFTER DRIVER ASSIGNMENT
   4.1 Once a driver has accepted the job and is en route, the service is considered to have commenced.
   4.2 In such cases, a reasonable cancellation fee may be charged to cover:

• Driver time

• Fuel and travel costs

• Administrative costs

4.3 This is in line with Section 17 of the CPA, which allows suppliers to charge a reasonable cancellation fee.

5. FAILURE OF SERVICE DELIVERY
   5.1 If a driver fails to complete the delivery due to reasons attributable to the driver or the platform:

• A full or partial refund will be issued, depending on the stage of the service
  5.2 If no replacement driver can be found, a full refund will be provided.

6. CUSTOMER RESPONSIBILITY
   6.1 Refunds may be declined or reduced if:

• Incorrect pickup or drop-off details were provided

• The customer is not available at the agreed time

• The goods are not ready for collection

• The customer cancels after the driver has arrived

7. NON-REFUNDABLE SITUATIONS
   Refunds will generally not be provided in the following cases:

• Service has been successfully completed

• Delays caused by traffic, weather, or external factors

• Customer dissatisfaction not related to service failure

• Minor delays that do not materially affect delivery

8. DAMAGED OR LOST ITEMS
   8.1 Any claims for damaged or lost goods must be reported within 24 hours of delivery.
   8.2 Your Courier acts as a platform and is not liable for loss or damage; however, we may assist in facilitating resolution between the customer and the driver.
   8.3 Any compensation is subject to the driver’s insurance (if applicable).

9. REFUND PROCESS
   9.1 Refund requests must be submitted via:
   Email: support@yourcourier.co.za

9.2 Approved refunds will be processed within 3–5 business days using the original payment method.

10. . DISPUTES
    10.1 In the event of a dispute, Your Courier will assess the matter fairly and in line with the CPA.
    10.2 Customers may escalate unresolved disputes to the National Consumer Commission of South Africa.

11. . AMENDMENTS
    Your Courier reserves the right to update this policy at any time, subject to applicable law.