Customer Terms

Last updated: 6 June 2026 · Applies to Fletcha Eats, operating in South Africa.

These terms apply when you place an order on Fletcha Eats, either as a food order from a registered business or as a Personal Shopper request (where you ask a driver to shop on your behalf). They are additional to the main Terms & Conditions.

1. How a food order works

1. Pick an approved business from Home, Search, Categories or Nearby Businesses.
2. Add items to your cart and tap Checkout.
3. Confirm your delivery address (one-tap GPS or saved location).
4. Choose a payment method the business accepts (e.g. Cash, EFT, Capitec Pay, Yoco).
5. If you pay before pickup, upload your proof of payment in the order screen.
6. The business verifies payment and marks the order Ready for Pickup.
7. A nearby online driver accepts the delivery and collects it.
8. The driver hands it to you at your GPS pin and you confirm with your delivery code.

2. How a Personal Shopper request works

1. Tell the driver what you need (the store, the items, an estimated budget).
2. The driver shops at the store you choose. They pay first; you pay them back on delivery (plus the agreed shopping fee).
3. Items, prices and stock are determined by the store — the driver cannot guarantee availability.
4. Always send a clear list to avoid confusion.

See the Personal Shopper Disclaimer for important detail about store affiliations.

3. Delivery fees

• Delivery fees are calculated automatically from the distance between the business's GPS location and your delivery GPS location.
• The fee is shown before you place the order. By tapping Place Order you accept the fee.
• Once an order is placed, the delivery fee is locked and cannot change.

4. Grocery / Personal Shopper fees

• You pay: the cost of the items + the delivery fee + a shopping fee agreed with the driver.
• The driver will share the till slip or a photo of the receipt.
• If an item is unavailable, the driver will message you for a replacement decision.

5. Payment

You can pay using any method the business has enabled, typically:

• Cash on delivery — pay the driver the exact amount on hand-over.
• EFT / Bank transfer — use the bank details shown in the order.
• Capitec Pay — pay to the business's Capitec number.
• Yoco link — pay via the secure card link the business provides.

6. Proof of payment

• When paying by EFT, Capitec Pay or any non-cash method, upload a clear screenshot of the successful payment in the order screen.
• The proof must show: amount, recipient name and date.
• Fake proofs are fraud. They will result in immediate account suspension and may be reported to the South African Police Service.

7. What to expect during delivery

• You can watch the driver on the live map.
• Be reachable on the phone number you registered with.
• Give the driver your delivery code at hand-over. Without it, the driver cannot mark the order delivered.
• If the driver is far from your pin or your GPS is wrong, message them in the order chat.

8. Refunds and disputes

• Missing item, wrong item, or item damaged in transit — open the order, tap Dispute, attach a photo, and submit within 24 hours of delivery.
• Failed delivery — if the driver cancels after collecting your order or you cannot reach them, contact Support immediately.
• Full process and timeframes are in the Refund & Dispute Policy.

9. Cancellations

• You may cancel any time before the business verifies your payment, free of charge.
• Once the order is being prepared or a driver has been assigned, cancellations may not be refundable for goods already prepared or shopped.
• Excessive cancellations lower your trust score and may suspend your account.

Questions? Contact us via the in-app Support page or email fletchalink.admin@gmail.com.