CUSTOMER TERMS

What W-EATS Is

W-EATS provides WhatsApp-based technology that allows customers to discover independent vendors, place food orders, and receive order updates. W-EATS does not prepare or sell food. Where enabled, we may coordinate delivery through an independent rider or allow an approved vendor-managed delivery service.

What W-EATS Does

• Provides a WhatsApp ordering interface powered by W-AI
• Displays menus from independent local food vendors
• Sends your order directly to your chosen vendor
• Notifies you when your order is accepted or rejected
• Shows the collection or delivery options available for the selected store and area
• Coordinates eligible delivery orders and sends available status updates

What W-EATS Does NOT Do

• We do not prepare or sell food
• We do not control vendor pricing or menus
• We do not handle payments between customers and vendors
• We do not guarantee food availability, preparation times, rider availability, delivery times, or successful fulfilment

Collection & Delivery

The fulfilment options available depend on the selected store, your area, coverage, and rider availability. Your chosen option and any stated delivery fee will be shown before you confirm the order.

• Collection: collect from the store address provided and follow the vendor's collection instructions
• W-EATS rider delivery: offered only where available; assignment and timing depend on coverage and rider availability
• Vendor delivery: where approved and enabled, the vendor manages its own delivery areas, fees, timing, and completion
• Delivery estimates are estimates, not guaranteed arrival times

Orders, Cancellations & Refunds

Your order is submitted only after final confirmation and remains subject to vendor acceptance. If the vendor rejects it or cannot be notified, the order is not accepted.

Request cancellation as soon as possible through the available bot flow or Customer Centre. Once preparation or delivery has started, cancellation may be refused or a reasonable charge may apply, subject to applicable consumer law.

Unless W-EATS expressly collected the payment, any approved refund must be processed by the vendor or payment provider that received it. Contact our Customer Centre if you need help resolving an order issue. Nothing in these terms removes rights that South African consumer law gives you.

Vendor & Delivery Responsibility

The selected vendor is responsible for its menu, pricing, food availability, preparation, safety, packaging, accuracy, and correct handover. A vendor using its own approved delivery service is responsible for that delivery. For an assigned W-EATS rider delivery, the rider is responsible for transporting the correctly handed-over order with reasonable care.

Your Responsibilities

• Provide accurate order details when placing an order
• Provide a complete delivery address, landmark, and reachable mobile number when delivery is selected
• Only place orders you intend to receive, collect, and pay for
• Use only a payment option offered for that order and pay the correct party
• Treat vendors and W-EATS staff with respect
• Do not place fake or duplicate orders

No-Show Policy

If you place an accepted order and do not collect or receive it without cancelling in time, this may be recorded as a no-show. Repeated no-shows may result in restricted or suspended access after review. Contact the Customer Centre if the record is incorrect or exceptional circumstances applied.

Data & Privacy

We use personal information to operate the service, process orders, coordinate eligible fulfilment, provide support, prevent misuse, and send permitted communications. Necessary details may be shared with the selected vendor, an assigned rider, and service providers that operate W-EATS. We do not sell personal information. For full details and your POPIA rights, see our Privacy Policy.

Service Availability & Liability

W-EATS does not guarantee uninterrupted access, vendor availability, rider availability, delivery times, or that every order will be accepted or completed. To the extent permitted by law, each independent vendor remains responsible for its food and store operations, and the party providing delivery remains responsible for carrying it out with reasonable care.

Nothing in these terms excludes or limits any right, remedy, or liability that cannot lawfully be excluded or limited under applicable South African law. By placing an order, you agree to the current version of these terms.