Refund & Returns Policy

Effective date: 14 August 2026

This policy explains cancellations, refunds and service-related claims for delivery bookings arranged through SSG Logistics.

1. Service bookings and returns

SSG Logistics provides transport and delivery services and does not ordinarily sell physical goods. A conventional product return therefore does not apply. The sender and recipient remain responsible for the goods being transported. If an item must be transported back to its sender, that is a new delivery service and may require a separate quote and payment.

2. Cancelling before driver allocation

If you cancel before a driver has been allocated to the confirmed booking, you are eligible for a full refund of the amount paid.

3. Cancelling after driver allocation

If a driver has been allocated but has not started travelling to the collection point, SSG Logistics may deduct reasonable costs already committed, limited to a maximum of 20% of the booking price. The balance will be refunded.

4. Driver travelling or at collection

Once the driver has started travelling to, or has arrived at, the collection point, the call-out and work already performed are non-refundable. Any remaining refundable portion will be assessed fairly according to the service completed and costs incurred.

5. Cancellation by SSG Logistics

If SSG Logistics cancels a confirmed booking or cannot provide the paid service, you will receive a full refund for the unperformed service. We may first offer a suitable replacement driver or alternative collection time, which you may accept or decline.

6. Failed collection or delivery

A refund is not automatically due where collection or delivery fails because the customer supplied an incorrect address or description, the goods were not ready, access was unavailable, no authorised person was present, the goods were prohibited or unsafe, or the selected vehicle was unsuitable because material information was withheld. We will assess the work performed and may charge for travel, waiting time, loading assistance or a new delivery attempt.

7. Incorrect charges and duplicate payments

Verified duplicate payments, overpayments or incorrect charges will be refunded in full for the excess amount. Please send the booking number and Payfast transaction reference so the payment can be reconciled.

8. Loss, damage or service complaints

Report loss, visible damage or a material service problem as soon as reasonably possible. Include the tracking number, photographs, description of the issue and proof of value where relevant. Claims are assessed individually under the Terms of Service and applicable South African law. Reporting a claim does not itself guarantee a refund.

9. How to request a cancellation or refund

Contact SSG Logistics using the details below and provide your name, tracking or booking number, reason for the request and payment reference. We may request further information to verify the customer and transaction.

10. Refund method and timing

Approved online-payment refunds are returned through Payfast to the original payment method where possible. SSG Logistics will initiate an approved refund as soon as reasonably practicable. It may take approximately 5–10 business days to reflect after processing, depending on Payfast, the payment method and the customer's bank. Payfast processing fees are not separately charged to the customer unless permitted by law and clearly agreed.

11. Consumer rights

This policy does not exclude or restrict any right or remedy that cannot legally be excluded under the Consumer Protection Act, the Electronic Communications and Transactions Act or other applicable South African law.