Terms of Service

We deliver drinking water, and optional ice packs, to units in Protea Village, Taaibos, Stenostelma, Fynbos Complex, and Aloes Complex. We do not deliver outside those complexes from this site. Route days, access, and missed stops are in the delivery policy.

You choose the litres. A plan repeats on your complex’s route days. On the order form the choices are every week, every two weeks, every four weeks, or only when you ask. Each visit is its own stop. There is no bottle deposit.

You need an account to place an order. Sign-in is provided by Clerk. You give a name, an email address you can read, a South African mobile number, the complex, and the unit. A gate note is optional, and we need it when the complex controls entry.

Keep your sign-in details to yourself. Tell us if the unit, phone number, or gate instructions change. The privacy policy explains what we hold and how to ask for a copy, a correction, or deletion.

Water is R1.75 a litre, any whole number from 5 to 50 litres. Each stop has one delivery fee of R10, however many bottles are on that stop. An extra bottle added to a stop that is already booked does not add a second delivery fee. A new stop does.

An ice pack is 3 kg at R30. If the water on that order is 20 litres or more, ice delivery is included. If the water is under 20 litres and you add at least one pack, one R5 ice add-on applies to the order, not to each pack. A later automatic visit does not include ice unless you add it again.

The checkout page shows the total before you pay. If we change a price, the new price applies to orders you place after the change. An order already placed keeps the total you were shown, unless you change that order.

When card checkout is on, we charge the card on Yoco at the moment you place the order. That is charge on reserve: you pay for the stop when you confirm it, not when the water arrives. Yoco processes the card. We do not store your card number.

The order shows as paid on your deliveries page once Yoco confirms the payment. If you leave the Yoco page before paying, or the card is declined, the order stays unpaid until a payment succeeds. You can try again from My deliveries.

If card checkout is not available, the order is saved and a card is not charged. A saved order is not a paid order.

Delivery rules are in the delivery policy. Refunds and cancellations are in the refund and cancellation policy. Those pages are part of these terms.

Water and ice are consumable goods, prepared for a particular stop. Check the delivery when you receive it, or as soon as you can if you were not at the door.

You give us a unit we can reach on the route day, and any gate code or instruction the complex requires.

If we cannot get in, we cannot complete the stop. The delivery policy explains what happens then. Use the water and ice for ordinary household use.

We supply water and ice that are fit for ordinary household use, and we deliver them to the unit you gave us. If a stop is not delivered, is the wrong order, or is not of acceptable quality when it arrives, the refund policy is the remedy: a replacement drop or a refund of the affected order.

If the unit or gate note is wrong, we deliver to the details on the order. After a completed delivery, keeping the water and ice in good condition is part of the household’s side of the stop. Where the Consumer Protection Act does not allow a supplier to exclude liability, that Act applies.

A delay caused by complex access, weather, load shedding, or a road we cannot use is handled by rebooking the stop or refunding the stop we could not complete.

Nothing in these terms limits liability where the Consumer Protection Act, or another law, says a supplier cannot limit it. Where the law allows a limit, our liability for a problem with an order is limited to refunding or replacing that order.

You can ask us to pause or cancel future visits. A visit that is already paid, and not yet out for delivery, can be cancelled under the refund policy. Cancelling the plan does not by itself delete your account.

We may update these terms when the service, the price, or the law changes. The date at the top is the latest version. The version on the site when you place an order applies to that order. If a change materially reduces your rights on future visits, the site will say so before that change applies to a new order.

These terms are governed by the law of the Republic of South Africa. You may also use the consumer processes the law gives you, including the National Consumer Commission at thencc.org.za.