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.

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, service fees, 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.

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.

That said, Twiinie may approve a full or partial refund, 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;
• the item delivered is materially damaged, unsafe, spoiled or not reasonably fit for consumption;
• the item is materially different from what was ordered; or
• a duplicate or incorrect charge is processed.

In most cases, issues caused by vendor preparation, product quality or stock substitutions will be assessed with the relevant vendor or fulfilment partner before a refund decision is made. Where only part of the order is affected, a partial refund is usually more appropriate than a full refund.

Where stock or shopping issues affect only some items, Twiinie may resolve the issue by issuing wallet credit for the affected amount instead of reversing the full order payment. This can include unavailable or missing item quantities identified during fulfilment or support review.

If you cancel an order before shopping or fulfilment has started, Twiinie may allow cancellation. In that case, any approved refund is credited to your Twiinie wallet rather than being sent directly back to your card at the time of cancellation. Where you originally paid using wallet funds, the refundable amount may be restored to that wallet balance. Where you originally paid some or all of the order by card, that refundable amount may be issued to your wallet as new wallet credit linked to that order or payment source.

Twiinie currently does not charge a separate cancellation fee for customer cancellations that are accepted before shopping begins. Once shopping, preparation, collection or delivery has started, cancellation may no longer be available.

Delivery and service fees are generally non-refundable once the service has been substantially performed, except where the issue was caused primarily by Twiinie, the courier or a failed fulfilment process attributable to our side of the transaction. Where an order is cancelled before shopping starts and a refund is approved, the refundable amount credited to your wallet may include the amounts you paid for the order, subject to any non-refundable amounts disclosed to you at the time of the order or refund decision.

Twiinie may also offer wallet top-ups and other wallet credit in the app. Where refund-to-card is supported for a particular wallet credit, the refund is requested separately from your credit history or wallet area and may be returned to the original payment method less a disclosed processing or administration fee. Not every wallet credit is necessarily refundable back to card. Refund-to-card eligibility depends on matters such as the original payment source, the remaining refundable wallet balance linked to that credit and whether the relevant payment provider supports the reversal.

To request a refund or report an issue, contact support@twiinie.online as soon as possible and, where relevant, within 24 hours of delivery. Please include your name, order reference, contact number, a description of the issue and photos where available. Delayed reports may limit what we can verify and resolve.

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 rights you may have under 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.

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.