Legal Policies

1. Acceptance of Terms

By accessing or using FoodNet SA's website, mobile application or services (foodnetsa.co.za), placing orders, registering your shop, or using any FoodNet SA service, you agree to be bound by these Terms of Use. If you do not agree to these terms, please do not use our services. FoodNet SA reserves the right to update these terms at any time, and continued use of our services constitutes acceptance of the updated terms.

2. Who We Are

FoodNet SA is a South African fresh produce distribution company operating a tech-enabled platform that connects local shops, spaza shops, and small food businesses with daily fresh produce delivery. Our registered business information and contact details are set out at the end of this document.

3. Eligibility

Our services are available to businesses and individuals who are 18 years of age or older and legally capable of entering into binding contracts under South African law. By registering your shop or placing an order, you confirm that you meet these requirements.

4. Our Services

FoodNet SA provides fresh produce procurement and delivery services to registered shops and food businesses. Our services include:

• Daily fresh produce ordering via WhatsApp and the FoodNet SA app
• Aggregated purchasing and distribution of fresh fruit and vegetables
• Scheduled, predictable delivery windows to registered shops
• Quality assurance and replacement guarantees on delivered produce
• Driver and transporter partnership opportunities

5. Ordering & Contracts

When you place an order with FoodNet SA, you are making a binding offer to purchase the specified produce at the agreed price. A contract is formed when FoodNet SA confirms your order via WhatsApp or the app. Orders must be placed before 9:00 AM for same-day delivery. FoodNet SA reserves the right to decline or cancel any order at its discretion, with a full refund where payment has been made.

6. Pricing

All prices are quoted in South African Rand (ZAR) and are inclusive of VAT where applicable. Prices may change based on market conditions and seasonal availability. The price at the time of order confirmation is the price you will be charged. FoodNet SA strives to provide transparent, competitive pricing with no hidden costs.

7. Stock-Back Loyalty Programme

Stock-Back is FoodNet SA's loyalty programme for spaza shops, kota and food outlets, bakeries and other local food businesses, currently run as a pilot in Mamelodi. The following terms apply:

• Paid orders only. Stock-Back is earned only on orders that have been paid. No credit is extended under the programme.
• Paid as stock, never cash. Your Stock-Back wallet is paid out once a month in grant week (1st–5th) as free stock of your choice from the available lines (such as potatoes, onions, tomatoes or oranges), delivered with your order. Stock-Back cannot be exchanged for cash.
• Levels. Bronze (1%): 3 paid purchases within 3 weeks. Silver (2%): orders every week for 4 weeks. Gold (3%): Silver, with the order money in your FoodNet SA account before you order. Anchor Partner: rewards as set out in a written partner agreement with FoodNet SA. Your level is set at month-end and its rate applies to that month's paid spend.
• Bonuses. Purchases between the 10th and 24th of the month earn 1.5× Stock-Back. Holding a level for 3 calendar months in a row earns a once-off streak bonus. Each completed FoodNet SA training module earns R50 Stock-Back. A welcome gift is given once per shop on its first paid order.
• Minimum and expiry. You must pay at least R1,000 in a calendar month to earn Stock-Back for that month. Unused Stock-Back expires 120 days after your last paid order.
• Exclusions. Bulk Pallet orders do not earn Stock-Back. Certain lines may not earn Stock-Back in a month when market prices spike.
• One price. Stock-Back does not change the price you pay. The price shown on the app or WhatsApp broadcast is the price.
• Shops buying through an Anchor Partner must be registered with FoodNet SA under their own shop and keep their own Stock-Back wallet and level. Anchor Partner earnings and obligations are set out in a written partner agreement.
• Changes. Stock-Back already earned is never reduced. FoodNet SA may change rates or rules for future months only, with advance notice to participating shops.

8. Intellectual Property

All content on the FoodNet SA website, including logos, text, images, and design elements, is the property of FoodNet SA and is protected by South African copyright law. You may not reproduce, distribute, or use our content without prior written permission.

9. Limitation of Liability

To the maximum extent permitted by law, FoodNet SA shall not be liable for any indirect, incidental, or consequential damages arising from your use of our services. Our liability is limited to the value of the order in question. Nothing in these terms limits your statutory rights under the Consumer Protection Act.

10. Governing Law

These Terms of Use are governed by the laws of the Republic of South Africa. Any disputes arising from these terms shall be subject to the jurisdiction of the South African courts.

1. Information We Collect

FoodNet SA collects personal information that you provide directly to us, including:

• Shop registration: Shop name, owner full name, manager name, WhatsApp numbers, street address, suburb, shop location pin, and shop front photo
• Ordering information: Order details, delivery preferences, weekly purchase value, and product preferences
• Payment information: Transaction data processed securely through Paystack (we do not store card details — these are handled entirely by Paystack)
• Driver applications: Full name, location, vehicle type, and WhatsApp number
• Website usage: Analytics data collected via Google Analytics 4 and Microsoft Clarity (anonymised)
• Communications: WhatsApp messages and email correspondence with FoodNet SA

2. How We Use Your Information

We use your personal information to:

• Process and fulfill your orders and deliver produce to your shop
• Communicate with you about your orders, delivery times, and our services
• Process payments through our secure payment partner, Paystack
• Improve our services, route planning, and product availability
• Send you relevant updates about new products, promotions, and service changes (you may opt out at any time)
• Comply with legal and regulatory obligations under South African law
• Evaluate driver and transporter partnership applications

3. Sharing of Information

FoodNet SA does not sell your personal information to third parties. We may share your information with:

• Paystack: For secure payment processing. Paystack is POPIA compliant and PCI-DSS Level 1 certified
• Delivery partners and drivers: Delivery address and contact details required to complete your delivery
• Google Analytics & Microsoft Clarity: Anonymised website usage data for service improvement
• Law enforcement or regulators: When required by South African law

4. Data Retention

We retain your personal information for as long as necessary to provide our services and comply with legal obligations. Transaction records are retained for a minimum of 5 years as required by South African tax and financial regulations. You may request deletion of your personal information at any time, subject to legal retention requirements.

5. Security

FoodNet SA implements appropriate technical and organisational measures to protect your personal information from unauthorised access, loss, or disclosure. Payment card data is never stored on our systems — it is processed exclusively through Paystack's PCI-DSS Level 1 certified infrastructure.

6. Your Rights under POPIA

As a data subject under POPIA, you have the right to:

• Access the personal information we hold about you
• Correct inaccurate personal information
• Request deletion of your personal information (subject to legal requirements)
• Object to the processing of your personal information
• Lodge a complaint with the Information Regulator of South Africa

To exercise these rights, contact us at info@foodnetsa.co.za.

7. Cookies & Tracking

Our website uses cookies and tracking technologies (Google Analytics 4 and Microsoft Clarity) to analyse website traffic and improve your experience. These tools collect anonymised data about how visitors interact with our website. By using our website, you consent to this use. You may disable cookies in your browser settings, though this may affect website functionality.

1. Service Area

FoodNet SA currently delivers to registered shops within Mamelodi, Gauteng. We are actively expanding our delivery coverage across Gauteng and will notify registered customers when new areas become available.

2. Order Cutoff Times

3. Delivery Schedule

FoodNet SA operates a daily delivery model. Registered shops receive delivery within a consistent, predictable time window on each delivery day. Your specific delivery window will be confirmed at the time of shop registration and communicated via WhatsApp.

Item	Detail
Delivery frequency	Daily (Monday – Saturday, subject to public holidays)
Order cutoff	9:00 AM for same-day delivery
Delivery window	Confirmed per shop at registration
Delivery method	Direct to shop — no collection required
Delivery area	Mamelodi, Gauteng (expanding)
Delivery fee	Included in product pricing (no hidden delivery charge)

4. Delivery Confirmation

FoodNet SA will send delivery confirmation updates via WhatsApp. The person receiving the delivery at your shop must be available during the agreed delivery window. If no one is available to receive the delivery, FoodNet SA will attempt to contact you via WhatsApp. We cannot be held responsible for produce quality if delivery is refused or delayed due to the shop being unattended.

5. Delivery Delays

While FoodNet SA makes every effort to deliver within the confirmed time window, delays may occasionally occur due to traffic, weather conditions, or unforeseen circumstances. We will communicate any delays via WhatsApp as soon as possible. Delivery delays do not entitle customers to cancellation or refund unless the delay is unreasonable and materially affects the freshness of the produce.

6. Public Holidays

Delivery schedules on South African public holidays will be communicated to registered customers in advance via WhatsApp. FoodNet SA will make reasonable efforts to maintain delivery services on public holidays but cannot guarantee availability.

1. Quality Guarantee

All produce delivered by FoodNet SA is quality-checked before dispatch. We are committed to delivering fresh, high-quality produce on every order. If any item delivered does not meet acceptable quality standards at the time of delivery, FoodNet SA will replace it at no additional cost.

2. Reporting a Quality Issue

Quality issues must be reported to FoodNet SA at the time of delivery or within 2 hours of delivery via WhatsApp (077 490 5100). Please:

• Take a clear photo of the affected produce
• Send the photo via WhatsApp with your shop name and order details
• Keep the produce available for collection if requested

Claims received after 2 hours of delivery may not be eligible for replacement, as we cannot verify the condition at the time of delivery.

3. Eligible Replacement / Refund Situations

Situation	Resolution	Timeframe
Produce not fresh at time of delivery	Full replacement	Next delivery
Wrong product delivered	Correct product delivered	Same day where possible
Short quantity delivered	Missing quantity delivered or credited	Next delivery
Order not delivered	Full refund or re-delivery	Within 24 hours
Duplicate payment charged	Full refund of duplicate charge	3–5 business days

4. Non-Eligible Situations

The following situations are generally not eligible for refund or replacement:

• Produce that was fresh at delivery but deteriorated due to improper storage by the customer
• Quality claims made more than 2 hours after delivery without photographic evidence
• Change of mind after delivery
• Ordering the incorrect product (FoodNet SA will assist where possible, but cannot guarantee replacement)

5. Refund Process

Where a cash refund is issued (rather than replacement), refunds will be processed within 3–5 business days via the original payment method. Paystack card refunds are processed through Paystack's platform and are subject to Paystack's processing timelines. FoodNet SA will keep you informed via WhatsApp throughout the refund process.

6. Cancellations

Orders may be cancelled without penalty before 9:00 AM on the delivery day by contacting FoodNet SA via WhatsApp. Orders cancelled after the 9:00 AM cutoff may be subject to a handling fee as the order will already have been sourced and packed. If FoodNet SA cancels an order for any reason, a full refund will be issued.

1. Payment Methods Accepted

FoodNet SA accepts the following payment methods via Paystack:

• Visa and Mastercard credit and debit cards
• American Express
• EFT (Electronic Funds Transfer)
• Instant EFT via Paystack
• Bank transfer

2. Payment Processing

All card payments are processed securely by Paystack (Pty) Ltd, an approved payment gateway operating in South Africa. FoodNet SA does not store, handle, or have access to your card details. All card data is captured and processed exclusively on Paystack's PCI-DSS Level 1 certified infrastructure.

3. Transaction Currency

All prices and transactions are in South African Rand (ZAR). International cardholders may be subject to foreign exchange fees charged by their own bank — FoodNet SA has no control over these fees.

4. Payment Security

Paystack is certified to PCI Service Provider Level 1 — the highest level of security certification available in the payments industry. Paystack is also ISO 27001 certified and POPIA compliant. For full details on Paystack's security measures, visit paystack.com/security.

5. Failed Payments

If your payment fails, no charge will be made to your account. Please check your card details and try again, or contact your bank. You may also contact FoodNet SA via WhatsApp on 077 490 5100 or call our office on 087 012 2088 for assistance.

6. Chargebacks & Disputes

If you believe a transaction on your account was unauthorised or incorrect, please contact FoodNet SA immediately at info@foodnetsa.co.za or via WhatsApp before initiating a chargeback with your bank. We will investigate and resolve valid payment disputes promptly. Fraudulent chargeback requests may result in suspension of your FoodNet SA account.

7. Receipts & Invoices

Electronic proof of payment is generated by Paystack for all card transactions. Tax invoices for your orders can be requested from FoodNet SA by emailing info@foodnetsa.co.za. FoodNet SA is committed to maintaining accurate transaction records in compliance with South African tax legislation.

1. Permitted Use

FoodNet SA's website, mobile application or services may only be used for lawful purposes in connection with the purchase and delivery of fresh produce for legitimate retail or food business purposes. You agree to use our services in good faith and in accordance with these policies and all applicable South African laws.

2. Prohibited Conduct

You may not use FoodNet SA's website, mobile application or services to:

• Place fraudulent orders or provide false registration information
• Use another person's payment details without authorisation
• Attempt to access systems, accounts, or data that do not belong to you
• Engage in any activity that disrupts or degrades the performance of our website, mobile application or services
• Harvest or collect contact information of other FoodNet SA customers
• Resell FoodNet SA delivery services without written permission
• Use our AI chat assistant for any purpose other than genuine FoodNet SA enquiries
• Attempt to reverse-engineer, copy, or replicate our technology, systems, or pricing models
• Use the website in any way that violates South African law

3. Account Suspension

FoodNet SA reserves the right to suspend or terminate service to any customer who violates this Acceptable Use Policy, engages in fraudulent activity, initiates unjustified chargebacks, or abuses our quality guarantee. We will give reasonable notice where possible before suspension, except in cases of fraud or serious misconduct.

4. Compliance with Paystack

FoodNet SA's payment services are provided in partnership with Paystack. All use of our payment services must comply with Paystack's Acceptable Use Policy, available at paystack.com/za/acceptable-use-policy. FoodNet SA is a fresh produce distribution business and operates within Paystack's approved merchant categories for South Africa.

In terms of Section 18 of the Protection of Personal Information Act 4 of 2013 (POPIA), FoodNet SA is required to notify you of the following:

Item	Detail
Responsible Party	FoodNet SA
Purpose of processing	Order fulfillment, delivery logistics, payment processing, customer communication, service improvement
Categories of data subjects	Shop owners, shop managers, drivers and transporters, website visitors
Categories of personal information	Names, contact numbers, physical addresses, location data, vehicle information, transaction data, website usage data
Recipients of personal information	Paystack (payment processing), delivery drivers (delivery details), Google/Microsoft (anonymised analytics)
Cross-border transfers	Anonymised analytics data may be processed on servers outside South Africa (Google, Microsoft). All such transfers comply with POPIA requirements.
Retention period	Transaction data: minimum 5 years. Other personal data: duration of business relationship plus 2 years.
Information Officer	FoodNet SA Management — info@foodnetsa.co.za

Your Rights

You have the right to access, correct, delete, or object to the processing of your personal information. You also have the right to lodge a complaint with the Information Regulator of South Africa if you believe your personal information rights have been violated:

• Website: www.justice.gov.za/inforeg/
• Email: inforeg@justice.gov.za

For any questions about these policies, to exercise your POPIA rights, to report a payment dispute, or to request a refund or replacement, please contact us using any of the methods below: