Refund Policy

Refund Policy for Twytch South Africa (Pty) Ltd

This Refund Policy outlines the terms under which refunds and reversals are processed for transactions made through the Twytch South Africa (Pty) Ltd platform. By using the Twytch platform, users agree to the terms specified herein. All transactions and disputes are subject to the laws of South Africa.

1. Currency and Legal Framework

  • All transactions conducted on the Twytch platform will be in South African Rands (ZAR).
  • This policy complies with South African consumer protection laws and relevant regulations.

2. Disputes and Refund Requests

  • Disputes regarding transactions must be lodged within 30 (thirty) days of the transaction date. Disputes raised beyond this period will not be entertained.
  • Refunds are processed at the sole discretion of Twytch South Africa, based on an evaluation of the case.

3. Wallet Deposits and Refunds

  • Funds deposited into the Twytch Wallet are strictly non-refundable.
  • Refunds or reversals related to payments made from the Wallet will only be returned to the Wallet and cannot be transferred to any other account or method.

4. Refunds for Card Payments

  • Refunds for transactions made via credit or debit cards will only be returned to the source account linked to the card used for the transaction.
  • Refunds will not be processed to alternate accounts or via other payment methods.

5. Ride Cancellation Reversals and Refunds

5.1 Cancellations Before Driver Acceptance

  • If a passenger cancels a ride booking before a driver has accepted the ride request, the payment will be reversed or refunded in full to the original payment method.

5.2 Cancellations Within Three Minutes of Driver Acceptance

  • If a passenger cancels the ride within three (3) minutes of the driver accepting the ride request, the payment will be reversed or refunded in full to the original payment method.

5.3 Cancellations After Three Minutes of Driver Acceptance

  • If a passenger cancels the ride after three (3) minutes of the driver accepting the ride request, the passenger will be penalized 20% of the fare, which will be deducted from the payment.
  • The remaining balance will be reversed or refunded to the original payment method.

6. No-Show Policy

In the event of a passenger no-show, drivers are permitted to cancel the trip as a no-show if the passenger fails to arrive at the designated pick-up location within ten minutes of the driver’s arrival. In such cases, passengers will be penalized 30% of the fare as a cancellation fee to compensate the driver for their time and effort. The remaining balance of the fare will be refunded to the source account or wallet, as applicable. Passengers are encouraged to communicate promptly with their driver to avoid such penalties.

7. Completed Trips

  • Reversal and refunds will not be processed for completed trips under any circumstances.

8. Refund Processing Timeframes

  • Refunds may take up to 14 (fourteen) business days to reflect, depending on the processing times of the respective financial institution.
  • Reversals, where applicable, can take up to 2 (two) hours to reflect in the source account, subject to the payment processor’s operational timelines.

9. Exceptional Circumstances

  • In exceptional cases, such as service failure, safety concerns, or technical errors, Twytch South Africa reserves the right to evaluate refund requests on a case-by-case basis. Any decision made by Twytch South Africa will be final and binding.

10. Difference Between a Payment Reversal and a Refund

  • Payment Reversal: This occurs when a payment is canceled or voided before it is settled, and the funds are returned to the original payment method. Reversals are typically processed immediately or within 2 (two) hours.
  • Refund: This occurs when a payment is settled, and the transaction is later refunded. Refunds require processing through financial institutions and can take up to 14 (fourteen) business days to reflect in the original payment method.

11. Amendments to the Refund Policy

  • Twytch South Africa reserves the right to amend this Refund Policy at its sole discretion. Changes will be communicated to users via the platform, or email and will take immediate effect upon publication.

This Refund Policy aims to ensure transparency and fairness while safeguarding the interests of both passengers and drivers on the Twytch platform. For queries regarding this policy, users may contact Twytch Support via telephone at 011 282 0722 or email at support@twytch.app.

Date of Policy: 23rd December 2024
Version: 1.0