Refund & Dispute Policy

Published by: Kazi Couriers (Pty) Ltd · CIPC 2026/384369/07. Reporting channel: in-app Help → Dispute an order in the Customer App, or support@kazicouriers.co.za.

1. Scope and rights

This policy explains how refunds and disputes are handled on Kazi, how to raise one, and what happens if a refund is declined. It applies to rides and parcel deliveries booked through the Kazi apps in South Africa. Every claim is assessed case by case on its own facts.

Kazi is cash on completion. You pay the driver when the trip or the delivery is done. Kazi does not take a card, does not store card details and never holds your money, so there is no payment to reverse and a refund is paid to you separately. If an electronic payment method is introduced, this policy will be updated to name the provider and describe the reversal route before it goes live.

Your rights under the Consumer Protection Act, 2008 (CPA), including the implied warranty of quality (s.55), the right to direct a fault complaint to the supplier (s.56), and the right not to be subjected to unfair contract terms (s.51 to 52), are not limited by anything in this policy. Where South African law gives you a stronger remedy than what is set out below, the stronger remedy applies.

2. Refund eligibility, at a glance

The table below is a general guide to how common situations are usually treated. It is not a guarantee. Every claim is reviewed on its own facts, and the outcome and any amount are at Kazi's discretion, subject to your CPA rights.

The situations above are illustrative. Every claim is reviewed on its own facts.

3. How to ask for a refund

1. Open the Kazi Customer App.
2. Go to Orders and tap the affected trip or parcel.
3. Tap Help → Dispute an order.
4. Pick the category (never delivered, damaged, charged more than quoted, other).
5. Add a short description and a photo if relevant.
6. Tap Submit.

We aim to assess refund requests promptly. Cases that turn on conflicting evidence may take longer to review. We will keep you updated in-app.

You can also email support@kazicouriers.co.za if you cannot reach the app, but the in-app flow is faster because it carries the trip record with it.

4. When to raise a refund

Raise a refund request as soon as possible after the trip or delivery completes, so it can be reviewed against the records while they are fresh. This does not affect your statutory rights: for a defect that could not reasonably have been discovered earlier, the CPA s.56 implied warranty applies for the period provided by law.

5. Categories, detailed rules

5.1 Parcel deliveries

You can cancel a parcel yourself at any time until the driver has collected it. There is no cancellation fee on a parcel, and the receipt will show "No charge".

Once the driver has the parcel in hand, cancelling is a support matter rather than a tap: contact us and we will arrange the return or an alternative drop-off.

5.2 Rides

Cancelling before a driver is assigned is free. After a driver has been assigned and a short grace period has passed, a cancellation fee may apply, and it is shown to you in the app at the moment you cancel.

If you cancel after the trip has started, you are charged for the distance already travelled plus an early-cancellation fee. Both parts are itemised on screen when you cancel and on the trip receipt.

Because rides are paid in cash on completion, a cancellation fee is settled on your next trip or through support. Nothing is taken from a card, because there is no card.

5.3 Not delivered

Where a parcel is not delivered, the claim is assessed against delivery records, such as the GPS trace and any attempted-handover photograph. A refund is usually offered where the records show delivery was not made.

5.4 Damaged in transit

Photographs help. Tap Dispute an order → Damaged, upload a clear photo, and describe the issue. The claim is reviewed on its facts, against what was declared when the parcel was sent.

5.5 Charged more than the quote

The fare or delivery price is quoted in the app before you confirm, and the receipt itemises how the final figure was reached. If the receipt does not account for the difference, the difference is refunded. Tell us through Dispute an order → Charged more than quoted.

5.6 Fraud or an account you do not recognise

If a trip was booked on your account and it was not you, email fraud@kazicouriers.co.za. We will secure the account, investigate, and reverse anything owed where it is confirmed.

6. How a refund reaches you

Because payment is cash handed to the driver, there is no original transaction to reverse. Where a refund is due it is paid by EFT to a bank account you nominate, arranged through support. We will ask you to confirm the account details before paying out, and we will only ever ask for them through the in-app dispute thread or a reply from an @kazicouriers.co.za address.

Refunds are not issued in alternative currencies, gift cards, or cryptocurrency, and Kazi does not operate a wallet or a stored balance.

7. If we decline a refund and you disagree

You have escalation routes, in order:

1. Reply in-app. Every refund decision lets you respond. Add new information and a different reviewer will look at it.
2. Email appeals@kazicouriers.co.za, and we aim to respond promptly.
3. National Consumer Commission (NCC), https://www.thencc.gov.za, 0860 003 600.
4. Magistrate's court, for amounts within the small-claims threshold.

8. Disputes about a cash payment

A cash payment cannot be charged back through a bank, so the dispute route above is the route. Two things are worth knowing:

• The trip record is detailed. The GPS trace, the timestamps, any handover photograph and the in-app message log are all retained, and a claim is assessed against them.
• Tell us early. A driver disagreement raised on the day is far easier to resolve than one raised weeks later, and the driver can be asked while they still remember the trip.

9. Who bears the cost

Where a refund is due, who ultimately carries it depends on the cause, assessed case by case:

• Driver cause (parcel lost or mishandled, route padded, fare collected above the quote): recovered from the driver, and repeated instances affect their Driver Score and can end their access.
• Platform cause (dispatch fault, an app defect, a support error): carried by Kazi.
• Neither (an address that does not exist, a recipient who cannot be found): resolved on the facts, and often part-refunded.

You are never asked to work out which of these applies. Raise the dispute and we do that.

10. Restricted goods

• Prohibited items. A parcel containing anything on the prohibited list in the Acceptable Use Policy is not refundable, and may be reported.
• Fragile or perishable items sent without declaring them. A damage claim is assessed against what was declared when the parcel was booked.

11. Currency, fees, and taxes

• Refunds are made in South African Rand.
• Kazi does not charge a separate "refund processing fee".
• There is no gateway or card fee on a refund, because there is no gateway.
• Where VAT was charged on the original transaction, VAT is refunded on the refunded portion.

12. Data we keep about your dispute

When you raise a dispute we keep the following for the period required by SARS and applicable law:

• The trip or parcel reference, the route, the price and the addresses.
• Your dispute reason and any text or photographs you provided.
• The driver's GPS trace and any delivery-attempt photograph for the trip.
• The admin reviewer's decision and rationale.

You have the right under POPIA to request a copy or a correction. See Privacy Policy §7.

13. Contact

• Customer disputes: in-app Help → Dispute an order · support@kazicouriers.co.za
• Fraud: fraud@kazicouriers.co.za
• Appeals: appeals@kazicouriers.co.za
• POPIA / data: privacy@kazicouriers.co.za

We aim to respond as soon as reasonably possible.