Refunds and cancellations

Each visit is charged on its own. The card is charged on Yoco when you pay that visit, from the checkout page or from the pay link on My deliveries. You pay before the water is packed, not when the bottle arrives. The amount is water at the price on the order, one delivery fee, and ice only if that visit includes ice. A later automatic visit does not include ice unless you add it again.

Pay by 6pm Johannesburg time the day before the visit. If the visit is still unpaid then, we skip it. We do not pack it, and we do not charge it. The following visit is still booked on your usual weekday. We email a reminder about two days before, and a last reminder on the day before if it is still unpaid. The handover code is not in those emails. It stays on My deliveries when you are signed in.

The order shows as paid once Yoco confirms the charge. Leaving the Yoco page before you pay does not charge the card, and the order stays unpaid. You can pay later from My deliveries until the 6pm cutoff.

A refund, when one applies, goes back through Yoco to the same card. Banks often show it within a few business days. We do not control the bank’s posting time, and we do not refund in cash. There is no bottle deposit to return.

Ask us, and we will refund the affected amount or replace the stop, if:

• We do not deliver the order, including when we miss the stop and cannot complete it on a later visit
• We deliver the wrong litres, or the wrong complex or unit because of our mistake, or ice you did not order
• The water or ice is not of acceptable quality when it arrives, for example a broken seal, water that is visibly unfit, or ice that has already failed because of how we carried it
• You were charged twice for the same stop
• You were charged and the payment should not have been taken

You choose a replacement drop or a refund of the amount for that problem. If only the ice is wrong, we refund or replace the ice. If the water was fine and usable, we do not refund the water as well. The Consumer Protection Act gives you a right to goods that are reasonably suitable and of good quality. This page is how we give effect to that right for a delivery.

You can pause the plan, skip the next visit, or cancel the plan from My deliveries at any time. Skipping or cancelling a visit that is not paid drops that visit. Nothing is charged for it.

You may cancel a paid stop before it is packed. Do that from My deliveries, or email smappliedtech.group@gmail.com or WhatsApp 066 571 6763 with the complex, unit, and date. We cancel the stop and refund the card through Yoco. The refund goes back to the same card. It is not kept as credit on the account.

After the stop is packed or out for delivery, the app does not refund it. If the stop has already been delivered as ordered, the next section applies.

Pausing a plan drops unpaid visits and does not book another until you resume. A visit you already paid for still comes. Cancelling the plan does the same for future visits and does not delete the account. Pausing is also described in the terms.

If we delivered what you ordered, to the unit you gave us, and the goods were acceptable on arrival, we do not refund a later change of mind. Consumable goods that were supplied as ordered are not taken back for resale. A stop counts as delivered when the driver enters the handover code. Being out is not, by itself, a reason for a refund if the person you shared that code with gave it to the driver. Leaving water without the code does not count as a confirmed delivery. See the delivery policy for access and missed stops.

If you notice a quality problem after you have taken the bottles in, contact us as soon as you can and describe what you saw. We will look at it fairly. A delay makes it harder to tell a delivery fault from later storage. We will not refuse a real quality complaint only because you did not meet us at the door.

If this transaction came from direct marketing, the Consumer Protection Act may give you five business days to cancel it. Say so when you write to us. An order you started yourself on this site is not, by itself, a direct-marketing sale.

Email smappliedtech.group@gmail.com or WhatsApp 066 571 6763. Include:

• The name on the order
• The complex and unit
• The delivery date, if you have it
• What went wrong
• Whether you want a refund or another drop

We will confirm what we are doing. If we refuse, we will say why, in plain language. You may also take a dispute to the National Consumer Commission at thencc.org.za.

Do not drink water you believe is unfit. Keep the bottles if you can until we have replied, unless keeping them is unsafe.