Company Policies

1. Privacy Policy

At Ten To Five, we value your privacy and are committed to protecting your personal data. This policy explains how we collect, use, and safeguard your information.

Information We Collect:

• Personal details (name, contact number, email address, delivery address)
• Payment details (processed securely by third-party payment gateways)
• Order history and preferences
• Device and browsing data (cookies, IP addresses, etc.)

How We Use Your Information:

• To process and deliver orders
• To improve our platform and services
• For customer support and communication
• For fraud prevention and compliance with legal requirements

Sharing Your Information:

• With payment processors to facilitate transactions
• With delivery partners for order fulfilment
• As required by law or regulatory authorities

For further inquiries, contact us at [support@tentofive.shop].

2. Terms and Conditions

By using Ten To Five, you agree to these terms. If you do not accept them, please do not use our services.

1. Service Use

• Our platform allows you to order fast food, groceries, braai essentials, and OTC medication for delivery in Greater Edendale, Pietermaritzburg.
• Users must provide accurate personal and payment details.
• Cash on delivery and card payments are accepted.

2. Order and Delivery

• Orders are subject to availability and operating hours.
• Delivery times are estimates and may vary.
• If you are unreachable upon delivery, the order may be cancelled without a refund.

 

3. Payments and Refunds

• Payments must be made via approved payment methods.
• Refunds and cancellations are subject to our Refund and Cancellation Policy.

4. Prohibited Activities

• Fraudulent transactions, abuse of promotions, and misuse of the platform are strictly prohibited.

3. Refund and Cancellation Policy

Order Cancellations:

• Cancellations must be made within 5 minutes of placing an order.
• Orders already prepared or dispatched cannot be cancelled.

Refund Policy:

• Refunds are issued for failed or duplicate transactions.
• If an order is undelivered due to our fault, a full refund will be provided.
• Refunds are processed within 5-7 business days.

For refund inquiries, contact [support@tentofive.shop].

4. Shipping and Delivery Policy

Delivery Areas:

• We currently deliver in Greater Edendale, Pietermaritzburg.

Delivery Times:

• Standard delivery times are between [10am to 6pm].
• Delays may occur due to traffic, weather, or high order volumes.

Delivery Fees:

• Fees vary based on location and order value.

Failed Delivery Attempts:

• If you are unavailable at the time of delivery, we will attempt to contact you.
• If unsuccessful, the order may be cancelled without a refund.

5. Payment Policy

Accepted Payment Methods:

• Credit/Debit Cards
• Cash on Delivery

Failed Transactions:

• If payment fails, the order will not be processed.
• Duplicate payments will be refunded per our Refund Policy.

Chargebacks:

• Fraudulent chargebacks may result in account suspension.

6. Returns Policy

Eligible Returns:

• Only defective, expired, or incorrect items are eligible for return.
• Perishable items and prepared meals cannot be returned unless damaged.

Return Process:

• Contact us within 24 hours of delivery for a return request.
• Provide proof (photo evidence) of the issue.

7. Fraud Prevention Policy

Fraud Prevention Measures:

• All card payments are processed through secure payment gateways.
• Suspicious transactions are subject to verification.

Consequences of Fraud:

• Fraudulent users may be banned and reported to authorities.
• Chargebacks suspected of fraud will be contested.

8. Compliance Policy

Legal Compliance:

• We comply with South African laws, including the POPIA and CPA.
• OTC medications are sold in accordance with applicable health regulations.

9. Customer Support and Complaint Policy

Support Channels:

• Email: [email address]
• Phone: [+27832627464]

Complaint Resolution:

• Complaints should be submitted within 48 hours of the issue.
• We aim to resolve disputes within 5 business days.

10. Merchant and Vendor Policy

Vendor Responsibilities:

• Maintain product quality and availability.
• Comply with food and safety regulations.
• Deliver products on time.

Ten To Five Rights:

• We reserve the right to delist vendors who fail to meet our standards.

For vendor partnerships, contact support@tentofive.shop