Terms & Conditions

ChatBasket is a technology platform operated by LATHANE IT CONSULTING (PTY) LTD that enables customers to place orders with participating Merchants through WhatsApp and other supported channels.

The Merchant is generally responsible for the products or services offered, pricing, availability, preparation, packaging and fulfilment of an accepted order. ChatBasket facilitates the ordering, communication, payment and delivery processes where those services are enabled. By placing an order through ChatBasket, you agree to the applicable order, refund, cancellation and delivery conditions set out below and any additional terms displayed by the Merchant before the order is confirmed.

10. Order Policy

10.1 Placing an Order

Customers may browse available products or services and place orders through the ChatBasket platform. An order is considered a request to purchase and is not necessarily accepted until the relevant Merchant confirms the order. ChatBasket may provide an order confirmation or reference number after an order has been submitted. The Merchant may accept, reject or amend an order where permitted by the applicable circumstances.

10.2 Product Availability

Product availability, descriptions, prices and estimated preparation times are supplied by the relevant Merchant. Where an item is unavailable, the Merchant may reject the item or order, propose an alternative where appropriate, or arrange a refund where payment has already been made.

10.3 Pricing

Prices displayed through ChatBasket are generally provided by the relevant Merchant and may include or exclude delivery fees, service charges or other applicable charges as indicated during the ordering process. The total amount payable should be displayed to the customer before payment is completed, where technically possible.

10.4 Order Confirmation

Customers should retain their ChatBasket order reference and payment confirmation where applicable. ChatBasket may send order status notifications through WhatsApp or another supported communication channel.

11. Refund Policy

ChatBasket aims to provide a fair and transparent process for refunds. Refunds may be available where an order is cancelled, rejected, incorrectly fulfilled, unavailable or otherwise qualifies for a refund under applicable law or the Merchant's applicable policy.

11.1 When a Refund May Apply

• The Merchant rejects an order after payment has been made;
• The Merchant is unable to fulfil an accepted order;
• An item paid for is unavailable and no suitable replacement is accepted;
• The customer is charged for an item that was not supplied;
• An order is cancelled in accordance with the applicable cancellation rules;
• A payment is successfully processed but the order cannot be fulfilled;
• A material error occurs in the transaction; or
• A refund is otherwise required under applicable South African law.

11.2 Incorrect or Missing Items

If an order contains an incorrect, missing or materially different item, the customer should report the issue to the Merchant or ChatBasket support as soon as reasonably possible after receiving the order. Depending on the circumstances, the Merchant may provide a replacement, correction, partial refund or full refund.

11.3 Damaged or Defective Goods

Customers should report goods that arrive damaged, defective or materially different from the goods ordered as soon as reasonably possible. The Merchant may request reasonable information, photographs or other evidence to investigate the complaint. Where a refund or replacement is justified, the applicable remedy will be determined in accordance with the Merchant's obligations and applicable South African consumer protection law.

11.4 Refund Method

Where practical, refunds will generally be processed through the original payment method used for the transaction. The time taken for a refund to reflect in a customer's account may depend on the payment service provider, bank or card issuer. ChatBasket cannot guarantee the processing time of an external financial institution.

11.5 Refunds for Delivery Charges

Where an order qualifies for a refund, the treatment of delivery charges will depend on the reason for the refund and the circumstances of the transaction. Where the failure to fulfil an order is attributable to the Merchant or the delivery service, applicable delivery charges may be refunded where required or appropriate.

11.6 Promotional Offers and Discounts

Promotional discounts, vouchers, coupons and other promotional benefits may be subject to additional conditions. Unless otherwise stated, promotional discounts have no cash value and cannot necessarily be exchanged for cash.

12. Cancellation Policy

12.1 Customer Cancellation

A customer may request cancellation of an order through the ChatBasket interface or by contacting the Merchant or ChatBasket support. Cancellation is not guaranteed once the Merchant has accepted the order and started preparing, processing or dispatching it. Where an order can no longer reasonably be cancelled because preparation or fulfilment has commenced, the Merchant may decline the cancellation request, subject to applicable consumer rights.

12.2 Merchant Cancellation

A Merchant may cancel or reject an order in circumstances including:

• Products are unavailable;
• The Merchant is temporarily unable to fulfil the order;
• There is an incorrect or obvious pricing error;
• The delivery address is outside the Merchant's service area;
• Payment has not been successfully authorised;
• There is suspected fraud or misuse;
• The customer cannot be contacted where contact is necessary to fulfil the order; or
• Other circumstances make fulfilment reasonably impossible.

Where a paid order is cancelled by the Merchant and the customer is entitled to a refund, the applicable refund process will be initiated.

12.3 Cancellation Due to Unavailability

If a product becomes unavailable after an order has been placed, the Merchant may cancel the affected item or the entire order. Where payment has already been received for an item or order that cannot be supplied, an applicable refund will be processed.

12.4 Cancellation Due to Customer Information

Customers are responsible for providing accurate information, including delivery addresses, contact numbers and order details. An order may be delayed, cancelled or unsuccessful where incorrect or incomplete information prevents fulfilment or delivery.

13. Delivery Policy

13.1 Delivery Options

Where delivery is available, customers may select delivery during the ordering process. Depending on the Merchant and service selected, delivery may be performed by the Merchant's own delivery personnel, a delivery driver allocated through ChatBasket, an independent delivery or logistics provider, or another delivery service selected by the Merchant.

13.2 Delivery Areas

Delivery availability is determined by the Merchant, delivery provider and applicable service area. ChatBasket may use the customer's delivery address or location to determine whether delivery is available. A delivery fee may apply depending on the Merchant, delivery distance, delivery provider and other applicable factors.

13.3 Delivery Address

Customers are responsible for providing a complete and accurate delivery address and sufficient delivery instructions. Customers should ensure that the delivery location is reasonably accessible and that someone is available to receive the order where required. ChatBasket and the Merchant are not responsible for delivery failures caused by an incorrect, incomplete or inaccessible delivery address supplied by the customer.

13.4 Delivery Times

Any delivery time displayed by ChatBasket is an estimate unless expressly stated otherwise. Delivery times may be affected by Merchant preparation times, order volumes, driver availability, traffic and road conditions, weather, power, telecommunications or system interruptions, incorrect delivery information, and events outside the reasonable control of the Merchant, driver or ChatBasket. Customers should therefore not rely on an estimated delivery time where the order is required by a specific deadline.

13.5 Delivery Tracking

Where delivery tracking is available, ChatBasket may provide delivery status updates through WhatsApp or another supported channel. Tracking information may be based on information supplied by the Merchant or delivery provider and may not always be available in real time.

13.6 Failed Delivery

A delivery may be considered unsuccessful where no authorised person is available to receive the order, the delivery address is incorrect or inaccessible, the customer cannot be contacted, the customer refuses to accept the order, access to the delivery location is restricted, or other circumstances prevent reasonable completion of the delivery. Where a delivery fails because of circumstances attributable to the customer, an additional delivery charge or cancellation may apply, subject to applicable law and the Merchant's terms.

13.7 Delivery Delays

Where a delivery is delayed, ChatBasket or the Merchant may provide an updated estimated delivery time where information is available. A delivery delay does not automatically result in a refund. Refund eligibility will depend on the circumstances of the delay, the Merchant's applicable policy and applicable consumer law.

13.8 Collection

Where a Merchant offers collection, the customer will be responsible for collecting the order from the location specified by the Merchant. Customers may be required to provide their order reference or other confirmation when collecting an order.

14. Merchant Responsibility

Participating Merchants are responsible for ensuring that their products, services, prices, stock information and applicable business policies displayed through ChatBasket are accurate and comply with applicable South African laws. Unless expressly agreed otherwise, LATHANE IT CONSULTING does not manufacture, sell, package or physically deliver the goods offered by Merchants. LATHANE IT provides the technology platform that facilitates the ordering and communication process. Nothing in this policy is intended to remove or limit any consumer right that cannot lawfully be excluded or limited under applicable South African legislation.