Terms and Conditions

1. Who we are

Twiinie is operated by Alladyce (Pty) Ltd (“Alladyce”, “we”, “us”). Through Twiinie, Alladyce sells food, drinks and related goods available at an event and arranges for them to be delivered to you. The items are prepared by vendors at the event, who supply them to us, and delivery is carried out by couriers or other fulfilment partners.

Alladyce (Pty) Ltd is a company registered in South Africa, registration number 2018/325067/07, with its registered address at 29 Greenwich Village, 1104 Holkam Road, Paulshof, 2191.

2. Acceptance of these terms

By using Twiinie, creating an account, placing an order or contacting us through the platform, you agree to these terms. If you do not agree, do not use the service.

3. Our role

When you place an order, you buy the items from Alladyce, which sells them to you through Twiinie and is the seller for your purchase. The items are prepared by vendors at the event who supply them to us. Alladyce is not the manufacturer or producer of the items, and preparation, ingredient accuracy and stock availability depend on those vendors and on event-site conditions. Delivery performance may also depend on courier availability. Alladyce remains responsible to you for the sale in accordance with these terms and applicable consumer protection law.

4. Accounts and accurate information

You must provide accurate, current and complete information when you create an account or place an order, including your name, contact details and delivery information. You are responsible for activity conducted through your account and for maintaining the confidentiality of your sign-in credentials.

5. Orders and availability

All orders are subject to availability, acceptance and operational constraints. A vendor may be unable to fulfil some or all items because of stock shortages, event restrictions, preparation delays or safety concerns. We may cancel or adjust an order where required for operational, payment, fraud-prevention or legal reasons.

6. Pricing and payments

Prices shown at checkout are set by Twiinie and may include the item price, the Twiinie fee, delivery fees and other disclosed charges. By placing an order, you authorise payment for the full amount presented at checkout. Payment processing may be handled by third-party payment service providers.

The Twiinie fee is what we charge for running the service, and it is not a gratuity. It is not paid to your courier or to the vendor.

Tipping is separate and entirely optional. No tip is ever added to your order automatically or suggested by default; you can choose to add one after your order arrives, it appears as its own line on the order, and the full amount is paid to the courier who delivered it.

7. Delivery

Delivery times are estimates only. Delays can occur because of congestion, vendor preparation time, venue access rules, weather, security procedures or courier availability. You are responsible for being reachable and available to receive the order at the agreed collection or delivery point.

8. Returns, refunds and cancellations

Because Twiinie sells food, drinks and other time-sensitive items that are prepared to order, returns are generally not available once goods have been prepared, collected or delivered, especially for perishable, customised or hygiene-sensitive items.

We will approve a full or partial refund, a replacement or account credit where appropriate, including where:

• an order is charged but not delivered;
• the wrong item is delivered;
• an item is missing from the order;
• an item is materially damaged, unsafe, spoiled or not reasonably fit for consumption;
• an item is materially different from what was ordered; or
• a duplicate or incorrect charge is processed.

Where only part of an order is affected, a partial refund is usually more appropriate than a full one. Issues caused by vendor preparation, product quality or stock substitution are assessed with the vendor before a decision is made. Where stock or fulfilment issues affect only some items, we may resolve the issue by issuing wallet credit for the affected amount rather than reversing the whole order payment.

How refunds are paid

Refunds can be full or partial, depending on what went wrong. Where an order was paid partly by card and partly from wallet credit, each part is refunded to its own source. Card refunds are processed through our payment provider, and funds normally reach your account within 5 to 10 business days, depending on your bank. Wallet credit is returned immediately.

The delivery and Twiinie fees are generally non-refundable once the service has been substantially performed, except where the problem was caused by us, by the courier, or by a failed fulfilment on our side.

Cancelling an order

You can ask to cancel an order from the app before it is delivered. Before preparation starts, cancellation is normally allowed and the full amount you paid is refunded. Once preparation, collection or delivery has started, cancellation may no longer be available, because the items have already been made; if something then goes wrong with the delivery, the refund terms above apply instead. We do not charge a cancellation fee: a customer cancellation accepted before preparation begins carries no deduction of any kind.

Where a cancellation is approved, the refund is credited to your Twiinie wallet rather than sent back to your card at the time of cancellation. Any amount you originally paid from your wallet is restored to that balance, and any amount you paid by card is issued as new wallet credit linked to that order. That credit can then be spent on a future order, or returned to your card as set out below.

If we cancel

We may cancel an order if an item turns out to be unavailable, if the event stops trading, if we cannot safely reach your delivery location, or if we reasonably believe the order is fraudulent or unlawful. If we cancel after you have paid, you are refunded in full, with no deduction. If an event is cancelled or stops trading before your order is delivered, your order is cancelled and refunded in full.

Refunding wallet credit to your card

Unspent wallet credit can be returned to the card that paid for it. The request is made from your credit history in the app, separately from any order. You can ask for this within 7 days of buying the credit — the cooling-off period the Electronic Communications and Transactions Act gives you for something bought online. After 7 days credit is no longer returned to a card, but it remains yours to spend. You do not have to be left with the whole amount: if you have spent part of the credit, whatever is still unspent can be returned, in full, with no fee deducted.

Wallet credit stays valid to spend for 3 years from the day you bought it, as the Consumer Protection Act requires. It cannot be withdrawn to a bank account and cannot be transferred to another person. Not every wallet credit is refundable back to card: eligibility depends on the original payment source, the remaining refundable balance linked to that credit, and whether the payment provider supports the reversal. Credit that was issued by us, rather than bought by you, is spendable but is not returned to a card.

How to request a refund

Raise the issue on the order in the app, use the in-order chat, or email support@twiinie.online. Please do so as soon as possible and, where relevant, within 24 hours of delivery. Include your name, the order reference, a contact number, a description of the issue and photographs where available; a delayed report limits what we are able to verify and resolve. Telling us while you are still at the event gives us the best chance of replacing an item rather than only refunding it.

Some refund, cancellation and credit actions may be available directly in the app, while others require manual review or payment-provider confirmation before they are finalised.

Nothing in this policy is intended to exclude or limit any right you have under the Consumer Protection Act 68 of 2008 or other applicable consumer protection law.

9. User conduct

You may not misuse the platform, interfere with its operation, attempt unauthorised access, submit fraudulent orders, abuse support channels or use the service in violation of applicable law. Our Acceptable Use Policy sets out what is and is not permitted, and how we enforce it.

10. Third-party services

The platform may rely on third-party payment processors, mapping providers, vendors, couriers, infrastructure providers and communication tools. We are not responsible for the independent terms, privacy practices or service interruptions of those third parties, except to the extent required by law.

11. Limitation of liability

To the maximum extent permitted by law, Twiinie is not liable for indirect, incidental, special or consequential loss arising from your use of the platform, delays, stock issues, vendor conduct or third-party service interruptions. This clause does not limit liability where such limitation is not permitted by law.

12. Changes to the service or terms

We may update the platform, these terms, pricing, features or operational processes from time to time. Updated terms will be posted on this page with a revised effective date.

13. Contact

Questions about these terms can be sent to support@twiinie.online.