en

Cancelation Policy

OohZulu Cancellation Policy

Last Updated: 21 August 2025

Overview

OohZulu (Pty) Ltd operates as the sole merchant on our digital commerce platform. This cancellation policy applies to all orders placed with OohZulu across all storefronts and branded sections of our platform, including but not limited to Smash'nRun and other marketing divisions.

1. Customer Cancellation Rights

1.1 Standard Cancellation Timeline

Before Order Confirmation:

  • Orders can be cancelled immediately before payment confirmation
  • No charges apply for pre-confirmation cancellations
  • Automatic refund processing within 24 hours

Within 30 Minutes of Order Confirmation:

  • Full cancellation available with complete refund
  • No cancellation fees apply
  • Refund processed within 2-3 business days

30 Minutes to 2 Hours After Confirmation:

  • Cancellation available subject to preparation status
  • Cancellation fee may apply if preparation has commenced
  • Refund minus applicable fees processed within 3-5 business days

1.2 Product-Specific Cancellation Terms

Food Orders (Smash'nRun and Restaurant Services):

  • Cancellation available up to 15 minutes after order confirmation
  • No cancellation after food preparation begins
  • Delivery orders can be cancelled until driver assignment

Physical Products:

  • Cancellation available until order processing begins
  • Same-day delivery orders: 2-hour cancellation window
  • Standard delivery orders: cancellation available until dispatch

Digital Products and Services:

  • Cancellation available before delivery/activation
  • No cancellation after digital delivery is completed
  • Service bookings can be cancelled up to 24 hours before appointment

2. OohZulu Merchant Responsibilities

2.1 Order Processing Standards

Timely Communication:

  • Order confirmation within 5 minutes of payment
  • Preparation status updates via SMS and platform notifications
  • Real-time tracking information for all deliveries

Cancellation Processing:

  • Cancellation requests processed immediately upon receipt
  • Automatic refund initiation for eligible cancellations
  • Customer notification of cancellation status within 30 minutes

2.2 Quality Assurance

Product Standards:

  • All products meet advertised specifications and quality standards
  • Fresh food preparation following health and safety protocols
  • Product availability accurately reflected on platform

Service Delivery:

  • Professional delivery service with trained drivers
  • Appropriate packaging and handling for all product types
  • Customer service support throughout the order lifecycle

3. Platform-Initiated Cancellations

OohZulu reserves the right to cancel orders in the following circumstances:

3.1 Technical Issues

System Failures:

  • Payment processing errors or technical outages
  • Platform functionality issues affecting order completion
  • Third-party service provider failures (payment processors, delivery partners)
  • Full refund processed within 24 hours for technical cancellations

3.2 Operational Requirements

Product Availability:

  • Unexpected stock shortages or supply chain disruptions
  • Quality control issues requiring product withdrawal
  • Delivery area restrictions or capacity limitations
  • Alternative product suggestions provided where possible

Fraud Prevention:

  • Suspicious payment activity or fraud detection alerts
  • Unusual order patterns indicating potential abuse
  • Identity verification requirements not met
  • Account security concerns requiring investigation

3.3 Legal and Safety Compliance

Regulatory Compliance:

  • Legal requirements restricting product sales or delivery
  • Health and safety regulations affecting food service
  • Age verification requirements for restricted products
  • Geographic restrictions on specific products or services

4. Refund Processing Framework

4.1 Refund Timeline

Immediate Refunds (0-24 hours):

  • Pre-confirmation cancellations
  • Technical system failures
  • Platform-initiated cancellations due to operational issues

Standard Refunds (2-5 business days):

  • Customer-initiated cancellations within allowed timeframes
  • Product quality issues requiring refund
  • Delivery failures or service interruptions

Extended Processing (5-10 business days):

  • Third-party payment processor delays
  • Bank processing requirements for certain payment methods
  • Complex refund situations requiring manual review

4.2 Refund Methods

Original Payment Method:

  • Primary refund method for all transactions
  • Credit card refunds processed through original card
  • Digital wallet refunds returned to original account

Alternative Methods:

  • Platform credit for immediate reuse (faster processing)
  • Bank transfer for cases where original method unavailable
  • Customer choice between credit and cash refund where applicable

5. Cancellation Fees and Charges

5.1 Fee Structure

No-Fee Cancellations:

  • Cancellations within standard cancellation windows
  • Platform-initiated cancellations for technical reasons
  • Product unavailability or quality issues

Applicable Cancellation Fees:

  • Late cancellations after preparation has commenced: 25% of order value
  • Delivery cancellations after driver dispatch: Delivery fee retained
  • Repeated cancellation patterns: Progressive fee structure

5.2 Fee Calculation

Preparation Costs:

  • Food preparation costs for late restaurant order cancellations
  • Packaging and handling fees for processed physical products
  • Service booking fees for reserved appointments

Delivery Costs:

  • Driver compensation for dispatched deliveries
  • Logistics costs for scheduled delivery arrangements
  • Third-party delivery service fees already incurred

6. Customer Service and Dispute Resolution

6.1 Customer Support

24/7 Support Availability:

  • Live chat support during business hours (8 AM - 10 PM)
  • Email support with 4-hour response time guarantee
  • Emergency contact number for urgent delivery issues

Resolution Timeline:

  • Initial response within 30 minutes during business hours
  • Issue resolution within 4 hours for standard inquiries
  • Complex issues escalated to management within 24 hours

6.2 Dispute Process

Step 1 - Direct Customer Service (0-24 hours):

  • Customer contacts support through platform messaging or phone
  • Support team reviews order details and cancellation circumstances
  • Immediate resolution attempted with customer satisfaction priority

Step 2 - Management Review (24-72 hours):

  • Unresolved issues escalated to management team
  • Comprehensive review of order history and customer account
  • Policy interpretation and exception consideration
  • Binding decision communicated with detailed explanation

Step 3 - Final Appeal (72 hours - 7 days):

  • Appeals accepted within 7 days of dispute decision
  • New evidence or circumstances required for appeal consideration
  • Senior management review with final binding decision
  • Appeals process completion within 5 business days

7. Performance Monitoring and Improvement

7.1 Service Standards

Order Fulfillment Metrics:

  • Order accuracy rate maintained above 98%
  • On-time delivery performance above 95%
  • Customer satisfaction scores above 4.5/5.0

Cancellation Rate Monitoring:

  • Merchant-initiated cancellations below 2%
  • Customer cancellation rate tracking for service improvement
  • Proactive communication for potential order issues

7.2 Continuous Improvement

Customer Feedback Integration:

  • Regular review of cancellation reasons and patterns
  • Service enhancement based on customer suggestions
  • Platform improvements to reduce cancellation necessity

Operational Optimization:

  • Supply chain improvements to reduce availability issues
  • Technology upgrades to minimize system-related cancellations
  • Staff training programs for better order management

8. Special Circumstances

8.1 Emergency Situations

Force Majeure Events:

  • Natural disasters, extreme weather conditions
  • Government restrictions or emergency declarations
  • Infrastructure failures affecting service delivery
  • Full refunds provided with expedited processing

8.2 Customer Account Issues

Account Security:

  • Suspicious account activity requiring verification
  • Payment disputes or chargeback investigations
  • Identity verification requirements for high-value orders

Repeated Cancellation Patterns:

  • Account review for customers with high cancellation rates
  • Educational resources provided for order management
  • Potential account restrictions for abuse prevention

9. Legal Framework and Compliance

9.1 Consumer Protection

South African Consumer Protection Act Compliance:

  • Clear disclosure of cancellation terms and conditions
  • Fair and reasonable cancellation fee structures
  • Consumer rights protection and dispute resolution procedures

POPIA Data Protection:

  • Secure handling of customer information during cancellation process
  • Data retention policies for cancelled order records
  • Privacy protection in dispute resolution procedures

9.2 Payment Regulation Compliance

Third-Party Payment Processor Terms:

  • Compliance with payment processor refund policies
  • Secure transaction handling and refund processing
  • Anti-fraud measures integrated with payment systems

10. Contact Information and Support

10.1 Customer Service Contacts

General Support:

  • Email: support@oohzulu.com

Cancellation Specific:

  • Email: cancellations@oohzulu.com

10.2 Business Information

OohZulu (Pty) Ltd

  • Registered Address: 284B Manotshe Street, Phiri, Soweto, 1818, Gauteng

11. Policy Updates and Communication

11.1 Policy Amendment Process

Regular Review:

  • Annual policy review for legal and operational compliance
  • Quarterly assessment of cancellation patterns and customer feedback
  • Immediate updates for regulatory changes or business model adjustments

Communication Methods:

  • Email notifications to registered customers for significant changes
  • Platform notifications and announcements for policy updates
  • Website publication of updated terms with effective dates

11.2 Acceptance and Agreement

Customer Agreement:

  • Continued platform use constitutes acceptance of cancellation policy
  • Customer acknowledgment required for significant policy changes
  • Clear communication of rights and responsibilities

 

This cancellation policy forms part of the OohZulu Terms and Conditions and constitutes a legally binding agreement between OohZulu (Pty) Ltd and platform customers.