Delivery policy

We deliver only to these complexes in Sinoville, Pretoria, South Africa:

• Protea Village, Taaibos, Stenostelma on Monday and Thursday
• Fynbos Complex, Aloes Complex on Tuesday and Friday

We do not deliver to houses outside these complexes, or to other parts of Pretoria, from this service. If your complex is not on the list, we cannot take the order. The first drop is the next real route day for that complex, using Africa/Johannesburg dates.

We bring the litres you chose. Where there are empties to take, we swap bottles at the door. There is no bottle deposit. One delivery fee of R10 covers every bottle on that stop. An extra bottle added to a stop that is already booked does not add a second delivery fee.

Ice is optional. A pack is 3 kg at R30. Ice delivery is included when the water on that order is 20 litres or more. Under 20 litres, one R5 ice add-on covers the ice on that order, not each pack. A later automatic visit does not include ice unless you add it again.

We can deliver only if we can reach the unit. You provide:

• The correct complex and unit
• A mobile number we can use on the day
• Any gate code, lobby code, or instruction, updated when it changes
• A place for empties, if the complex allows a swap without you being there

You do not have to be home if the gate note gives us a way in and a safe place to leave the water. If the complex will not let us in, or the note is wrong, we do not leave water with a neighbour or in a passage unless you have told us to.

If we miss a stop that we should have made, we contact you and either bring it on the next route day or refund the undelivered order under the refund policy. You should not have to pay for water you did not receive.

If we arrive and the code, unit, or access you gave us does not work, we try the mobile number on the order. If we still cannot complete the stop, we rebook it once where we can, or we refund it if we cannot deliver. We may ask you to correct the gate note before the next attempt.

A stop is complete if we delivered to the unit and place you named. Water left there and then left unattended is not a missed stop.

Ice is perishable. We pack it for the run. Use it or put it away when you receive it. After a completed delivery, melt from leaving the ice outside sits with the household.

Load shedding, a closed gate, weather, or a truck problem can delay a run. If a whole complex moves to another route day, we say so. A delay of this kind is a redelivery or, if we cancel the stop, a refund of that stop. The card was already charged when you placed the order, so a cancelled stop is refunded through Yoco rather than left as a credit you cannot see.

Prices, payment timing, and the limit on liability are in the terms.