Refunds, Cancellations & Payments Policy

This Refunds, Cancellations & Payments Policy ("Policy") applies to all orders, errands, and marketplace purchases made through the eRunna mobile application, website, and related services (collectively, the "Services"). It must be read together with our Terms of Service and Privacy Policy. Where this Policy conflicts with your rights under applicable South African law — including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA") — applicable law prevails.

1. Who we are

"eRunna", "we", "us" or "our" refers to eRunna (Pty) Ltd (registration number [TBD: company registration number]), whose registered address is 1 Wedgewood Link Road, Bryanston, Johannesburg, Gauteng 2191. Trading name: [TBD: registered trading name]; parent/shareholder: [TBD: parent/shareholder entity name]. Contact: info@erunna.app / 010 140 6554.

2. Payments

• All payments are processed by Paystack, a licensed South African payment service provider. We do not store full card numbers on eRunna systems; saved cards are represented by provider-issued authorisation codes (tokens) only.
• Prices displayed at checkout include all applicable fees and VAT where VAT is chargeable. The total amount shown is the amount you will be charged.
• eRunna does not hold your money. Payments are processed by our payment provider named above. eRunna does not operate an escrow account, a wallet, or a stored balance on your behalf. You are charged when you confirm your request. This does not reduce your cancellation and refund rights below — those rights apply to money already paid, and are given effect by refunding it to your original payment method.
• Chargebacks initiated through your card issuer are handled in accordance with Paystack's dispute-resolution procedures. We encourage you to contact us first at info@erunna.app before initiating a chargeback, as we will seek to resolve the matter directly.

3. Cancellations — your rights under the CPA and ECTA

3.1 Cancellation before service commencement

If you cancel an order or errand before a runner has accepted and commenced the service, or before a merchant has begun preparing your order, you are entitled to a full refund of any amount paid. No cancellation fee will apply in this scenario.

3.2 CPA section 17 — right to cancel advance bookings and fixed-term arrangements

Where the CPA applies to your transaction (generally where you are a natural person acting as a consumer within South Africa), you have the right under CPA section 17 to cancel a booking or fixed-term arrangement. Where we charge a reasonable cancellation fee in such circumstances, that fee will be disclosed to you before it is applied. We will not charge a cancellation penalty that exceeds the amount permitted by the CPA and any applicable regulations.

3.3 ECTA section 44 — cooling-off right for electronic transactions

Where you purchase goods or services electronically through eRunna, you may have a cooling-off right of [ATTORNEY-REQUIRED: confirm citation — cooling-off period length in business days] under ECTA section 44, which allows you to cancel the agreement without reason and without penalty, provided that:

• The supplier (merchant or eRunna) has not yet commenced delivery or performance; and
• Your transaction does not fall within one of the statutory exemptions to the cooling-off right [ATTORNEY-REQUIRED: confirm citation — sub-section enumerating the cooling-off exemptions under ECTA s44], as summarised below.

Exemptions to the cooling-off right [ATTORNEY-REQUIRED: confirm citation — sub-section enumerating the cooling-off exemptions under ECTA s44] — the cooling-off right is not expected to apply to (this summary must be verified against the current text of the Act):

• On-demand / time-sensitive services: services requested for immediate or near-immediate performance, including same-day errand and delivery requests accepted by a runner (the service has effectively commenced upon runner acceptance).
• Perishable goods and consumables: food, beverages, and other perishable items supplied by merchants through the marketplace, where the goods deteriorate rapidly or have been unsealed after delivery.
• Services already commenced with your consent: where you expressly requested that performance begin within the cooling-off period and the service has begun.
• Goods made to your specification or clearly personalised.

Because the majority of eRunna transactions are on-demand delivery or errand requests, the section 44 cooling-off right will ordinarily not apply once a runner has accepted your request. If you believe the exemption does not apply to your specific transaction, please contact us to discuss your circumstances.

[ATTORNEY-REQUIRED: ECTA s44 scope — confirm whether eRunna's marketplace transactions for goods sourced and collected by a runner (as opposed to goods pre-listed and dispatched by a merchant) constitute "goods purchased from a supplier" for purposes of the s44 cooling-off right, or whether they fall exclusively within the on-demand service exemption in s44(2). Confirm correct characterisation before publication.]

3.4 Cancellation after service commencement

If you cancel an order or errand after a runner has accepted and commenced the service (e.g., is en route to a pickup), or after a merchant has begun preparing your order, a reasonable cancellation fee may apply. This fee compensates the runner or merchant for time and resources committed. Any such fee will be:

• Disclosed to you before it is applied; and
• Proportionate to the stage of service completion and capped at the original order value.

Any amount paid in excess of the applicable cancellation fee will be refunded to you.

How to cancel once a runner has been assigned. Please contact Support and we will handle the cancellation and any refund due to you. Your rights under this Policy do not depend on where you make the request — a cancellation raised through Support carries exactly the same entitlements.

4. Refunds — your rights under the CPA

4.1 General refund commitment

We are committed to fair dealing. If you are entitled to a refund under this Policy or applicable law, we will process it promptly. We do not operate a blanket "no cancellations / no refunds" policy, which would be inconsistent with the CPA.

How to obtain a refund. Refunds are not issued automatically on cancellation — please raise your request with Support. We review it and, where a refund is due, return the amount to your original payment method. If you believe you are owed money, contact us and we will act on it. Nothing here limits what you are entitled to; it tells you how to claim it.

4.2 CPA section 47 — refund with interest on prepaid amounts

Where you have prepaid for a service or order and that service or order is cancelled (whether by you, by the runner, by the merchant, or by eRunna), you are entitled under CPA section 47 to a refund of the prepaid amount. Where refunds are delayed beyond a reasonable period, you may be entitled to interest on the outstanding amount at the applicable rate. We aim to process all refunds within [TBD: number — e.g. 5–7 business days] of the cancellation being confirmed, subject to Paystack's processing timelines.

[ATTORNEY-REQUIRED: CPA s47 interest — confirm the applicable interest rate and the precise trigger period for interest to accrue (i.e., how many days after the refund obligation arises before interest begins to run), and verify that the refund turnaround commitment above is consistent with those obligations.]

4.3 CPA sections 55 and 56 — defective or non-conforming goods

Where goods sourced or delivered through the eRunna marketplace are defective, unsafe, not of good quality, or do not conform to the description, sample, or representation provided at the point of sale, you have the following rights under the CPA:

• CPA section 55: goods must be reasonably suitable for the purpose for which they are generally intended, of good quality, free from defects, and conform to any sample or description provided.
• CPA section 56: within the statutory implied-warranty period following delivery [ATTORNEY-REQUIRED: confirm citation — length of the s56 implied-warranty period], you may (at your election) require the supplier to either repair the defect, replace the goods, or refund the purchase price. The supplier may not require you to accept a repair as the only remedy.

To exercise your section 55/56 rights, please contact us at info@erunna.app within the statutory implied-warranty period following delivery [ATTORNEY-REQUIRED: confirm citation — length of the s56 implied-warranty period], describing the defect and your preferred remedy. We will coordinate with the relevant merchant on your behalf.

[ATTORNEY-REQUIRED: CPA s55/56 supply chain allocation — where a runner sources goods from a third-party vendor (not a listed eRunna merchant), clarify whether eRunna, the runner, or the vendor is the "supplier" for CPA s56 purposes, and whether eRunna's platform liability exposure differs depending on whether goods are supplied by a listed merchant vs. sourced ad-hoc. Confirm the correct contractual carve-outs to include in terms and runner agreements.]

4.4 Service failures and runner no-shows

If a runner accepts your request but does not complete the service (for example, does not arrive, abandons the errand, or fails to deliver), you are entitled to a full refund of any amount paid for that errand or order. eRunna will not charge any service fee or platform commission on failed deliveries.

4.5 Marketplace merchant refunds

Where you purchase goods through a merchant listed on the eRunna marketplace, refund terms are governed by this Policy and the CPA, regardless of any more restrictive policy the merchant may advertise. Merchants operating on the eRunna platform are required to comply with the CPA. If a merchant declines a valid CPA refund claim, please escalate to us at info@erunna.app and we will intervene on your behalf.

5. How to request a refund or raise a dispute

1. In-app: Use the "Help" or "Support" option on your order or errand screen to raise a dispute directly within the eRunna app.
2. Email: Contact info@erunna.app with your name, order reference, and a description of the issue.
3. Phone: 010 140 6554 (business hours: [TBD: hours, e.g. Monday–Friday 08:00–17:00 SAST]).

We will acknowledge your request within [TBD: e.g. 1 business day] and aim to resolve it within [TBD: e.g. 5 business days]. Where additional time is needed (for example, to investigate with a merchant or runner), we will communicate expected timelines to you.

If we are unable to resolve your dispute, you may refer the matter to the National Consumer Commission (NCC) at www.thencc.gov.za, or to an accredited consumer goods and services ombud where applicable.

6. Prohibited and counterfeit goods

eRunna does not facilitate, and expressly prohibits, the sourcing, transport, or delivery of counterfeit goods, illicit goods, or goods that infringe intellectual property rights. This prohibition is consistent with eRunna's obligations under applicable South African law and its platform integrity policy (see Terms of Service, section 9). No refund, dispute, or claim arising from a transaction involving prohibited or counterfeit goods will be processed. eRunna reserves the right to report such transactions to the relevant authorities.

7. Changes to this Policy

We may update this Policy from time to time. The updated version will be posted with a revised "Last updated" date. Where changes are material, we will provide in-app notice. Your continued use of the Services after any update constitutes acceptance of the revised Policy, to the extent permitted by law.

8. Related policies

• Terms of Service — governs your overall use of eRunna, including platform nature, prohibited conduct, and limitation of liability.
• Privacy Policy — explains how we collect, use, and protect your personal information under POPIA.
• Support — contact options and escalation paths.