Support, Contact & Complaints

This Support & Complaints page explains how to reach eRunna for assistance, how to raise a formal complaint, what escalation paths are available under South African law — including your rights under the Consumer Protection Act 68 of 2008 ("CPA") — and how to contact our Information Officer or lodge a complaint with the Information Regulator under the Protection of Personal Information Act 4 of 2013 ("POPIA"). It must be read together with our Terms of Service, Privacy Policy, and Refunds & Payments Policy.

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].

2. How to reach us

3. How to raise a complaint

We take all complaints seriously. The following process applies to all users of the platform — customers, runners, merchants, and partners.

3.1 Step 1 — Contact us directly

Please contact us through any of the channels in section 2 above. Include:

• Your full name and the email address or phone number registered to your account;
• Your order or errand reference number (if applicable);
• A clear description of the issue and the outcome you are seeking; and
• Any supporting evidence (screenshots, photos, correspondence).

We will acknowledge receipt of your complaint within [TBD: e.g. 1 business day] and aim to resolve it within [TBD: e.g. 5–7 business days]. Where the matter requires investigation — for example, involving a third-party merchant, runner, or payment processor — we will communicate expected timelines to you and provide interim updates.

3.2 Step 2 — Escalation within eRunna

If your complaint is not resolved to your satisfaction at Step 1, you may request escalation to a senior member of our support team by emailing support@erunna.app with the subject line "Escalation Request — [your reference number]". A senior team member will review the complaint and respond within [TBD: e.g. 5 business days].

4. Your rights under the Consumer Protection Act (CPA)

The Consumer Protection Act 68 of 2008 ("CPA") applies to most transactions between eRunna and natural persons acting as consumers in South Africa. Where the CPA applies to your transaction, the following rights are relevant.

4.1 Right to fair and honest dealing (CPA section 48)

You have the right not to be subjected to unconscionable conduct, unfair terms, or misleading representations. If you believe a transaction or communication from eRunna (or a merchant or runner on the platform) constitutes unconscionable, unfair, unreasonable, unjust, or improper conduct, you may raise this as a complaint through the process in section 3 above or escalate directly to the National Consumer Commission (see section 5 below).

4.2 Right to information in plain language (CPA section 22)

You are entitled to receive all notices, documents, and communications relating to your transaction in plain language that an ordinary consumer can understand. If any communication from eRunna is unclear, please contact us and we will clarify.

4.3 Right to quality service (CPA section 54)

You have the right to services that are performed in a manner and to a standard that you could reasonably expect. If a service performed through the eRunna platform was deficient, you are entitled to request that it be rectified or, where rectification is not possible, to a partial or full refund proportionate to the deficiency. Please refer to our Refunds & Payments Policy for full details.

4.4 Right to cancel advance bookings (CPA section 17)

Where you book a service in advance through eRunna, you may have the right to cancel under CPA section 17. Any applicable cancellation fee will be disclosed before it is charged and will not exceed what the CPA permits. Please see the Refunds & Payments Policy for the full cancellation matrix.

4.5 Right to redress and alternative dispute resolution

Under the CPA, you are entitled to seek redress through:

• eRunna's internal complaints process (section 3 above);
• An accredited consumer goods and services ombud, where applicable to your goods or service category;
• The National Consumer Commission (NCC) — see section 5.1 below; and
• The Consumer Tribunal or a court of competent jurisdiction.

Using eRunna's internal process first will in most cases result in the fastest resolution. It does not prejudice your right to approach any regulator or tribunal at any time.

5. External escalation — regulators and ombuds

5.1 National Consumer Commission (NCC)

The NCC is the primary regulatory body established under the CPA to receive and investigate consumer complaints against suppliers. You may refer a complaint to the NCC if:

• Your complaint falls within the scope of the CPA;
• You have raised the matter with us first and it remains unresolved; or
• The complaint involves systemic or serious conduct that warrants regulatory attention.

NCC contact details:

• Website: www.thencc.gov.za
• Email: complaints@thencc.gov.za
• Call centre: 012 428 7000

5.2 Consumer goods and services ombud

Where your complaint relates to goods or services in a sector serviced by an accredited consumer goods and services ombud, you may refer your complaint to that ombud. Accredited ombuds are listed on the NCC website. Please contact us if you need guidance on which ombud may be applicable to your specific complaint.

5.3 National Consumer Tribunal (NCT)

The NCT adjudicates certain matters under the CPA and other consumer-protection legislation. You may apply directly to the NCT in limited circumstances prescribed by the CPA, or where the NCC has referred the matter. See www.thenct.org.za.

6. POPIA — Information Officer and the Information Regulator

6.1 Information Officer

In terms of POPIA, eRunna has designated an Information Officer who is responsible for ensuring compliance with POPIA and handling data-subject requests and complaints.

Information Officer: [TBD: full name of designated Information Officer]
Contact: privacy@erunna.app
[TBD: direct telephone number for Information Officer, if separate from general support line]
Postal address: Information Officer, eRunna (Pty) Ltd, 1 Wedgewood Link Road, Bryanston, Johannesburg, Gauteng 2191.

You may contact the Information Officer to:

• Request access to personal information we hold about you (POPIA section 23);
• Request correction or deletion of inaccurate, irrelevant, or outdated personal information;
• Object to the processing of your personal information on legitimate grounds;
• Request restriction of processing in circumstances permitted by POPIA;
• Raise a concern about how your personal information has been processed; or
• Report a suspected data breach or data-security incident.

We will respond to data-subject requests within the timeframes prescribed by POPIA [ATTORNEY-REQUIRED: confirm citation — the prescribed response period and any permitted extension period for data-subject requests must be verified against the current POPIA text and Regulations before publication].

6.2 Escalation to the Information Regulator

If you are not satisfied with our response to a POPIA complaint or data-subject request, you have the right to lodge a complaint with the Information Regulator of South Africa, established under POPIA.

Information Regulator contact details:

• Website: www.justice.gov.za/inforeg/
• General enquiries: inforeg@justice.gov.za
• Complaints: complaints.IR@justice.gov.za
• Physical address: JD House, 27 Stiemens Street, Braamfontein, Johannesburg 2001

You do not need to exhaust eRunna's internal complaint process before approaching the Information Regulator, although doing so will in most cases result in a faster resolution.

7. Waitlist and mall activation — data collection notices

eRunna collects personal information through two additional channels: a "Join the waitlist" web form and in-person activations at shopping mall locations ("mall activations"). In each case, a POPIA-compliant collection notice is presented at the point of collection, explaining what information is collected, the purpose, the legal basis, and how to exercise your rights. Marketing communications are only sent where you have provided consent. You may withdraw consent at any time by contacting privacy@erunna.app or using the unsubscribe mechanism in any marketing communication.

[ATTORNEY-REQUIRED: Promotional competitions — CPA section 36 and the Regulations: if any giveaways, prize draws, or promotional competitions are conducted at mall activations or via the waitlist channel, confirm the CPA section 36 and Regulations on Promotional Competitions requirements that apply (registration, rules, adjudication, winner notification, prize fulfilment) and whether the current activation design triggers these obligations. A compliance checklist and any required registration steps should be prepared before any competition is run.]

8. Response times and service-level commitments

9. 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, retain, and protect your personal information under POPIA, including your data-subject rights.
• Refunds & Payments Policy — full details of your cancellation and refund rights under the CPA and ECTA, including the CPA sections 17, 47, 55, and 56 framework.
• Data Retention Policy — how long we keep your personal information and why.
• Security Incident Response Policy — how we respond to data breaches and security incidents, including our notification obligations under POPIA.
• Runner Terms — terms applicable to individuals performing errands and deliveries on the eRunna platform.