Trustdrop Terms and Conditions

Version 1.3 · Effective date: 28 October 2026 · Operated by Fact Factory (Pty) Ltd (registration number 2026/812313/07) ("Trustdrop"). Full operator details are in clause 31.

1. Definitions and interpretation

1.1 In these Terms, unless the context clearly means something else:

• "Account" means your registered Trustdrop user account as a Buyer, Seller or Courier.
• "App" means the Trustdrop mobile application, the Trustdrop website and any related web pages and services through which Trustdrop is offered.
• "Business Day" means any day other than a Saturday, Sunday or public holiday in South Africa.
• "Buyer" means a User who pays for goods through Trustdrop.
• "Check Window" means the period of 24 hours after the Delivery Code is entered (or any longer period shown in the App for that Order), during which the Buyer may report a problem with the goods in the App before the item price can be paid out to the Seller.
• "Commission" means Trustdrop's platform commission of 10.5% of each Courier Fee and each Return Fee.
• "Courier" means a natural person (a private courier) or a registered company (a commercial courier) who has been approved by Trustdrop to accept delivery jobs through the App.
• "Courier Fee" means the delivery fee for an Order calculated under clause 7.
• "CPA" means the Consumer Protection Act 68 of 2008 and its regulations.
• "Delivery Code" means the unique 6-digit code issued to the Buyer for an Order, which the Courier enters in the App at handover to confirm delivery.
• "Dispute" means a dispute about an Order raised in the App under clause 16.
• "ECTA" means the Electronic Communications and Transactions Act 25 of 2002.
• "Order" means a single transaction created in the App in which a Buyer pays for goods from a Seller to be delivered by a Courier, and includes any return trip for that transaction.
• "Parcel" means the goods, with their packaging, that are the subject of an Order.
• "POPIA" means the Protection of Personal Information Act 4 of 2013.
• "Return Code" means the code issued to the Seller for a return trip, which confirms that the Parcel is back with the Seller.
• "Return Fee" means the fee for a return trip calculated under clause 15.
• "Seller" means a User who sells goods and receives payment for them through Trustdrop, identified by a drop ID.
• "Service Fee" means Trustdrop's non-refundable service fee of R20.00 per Order, paid by the Buyer for the use of the Trustdrop platform service (clause 7.10).
• "TradeSafe" means Trade-Safe Holdings (Pty) Ltd (registration number 2013/170109/07) and its escrow company TS Escrow (Pty) Ltd (registration number 2015/129311/07), which holds customer funds, together being the independent payment provider that receives, holds, pays out and refunds all Order money.
• "Trustdrop", "we", "us" and "our" means Fact Factory (Pty) Ltd, registration number 2026/812313/07, a private company incorporated in South Africa, which operates the Trustdrop platform, and includes its permitted successors under clause 30.4.
• "User", "you" and "your" means any person who registers for or uses Trustdrop in any role.

1.2 Headings are for convenience only and do not affect the meaning of a clause. Words in the singular include the plural and the other way around. "Including" means "including without limitation". Amounts are in South African rand (R).

1.3 These Terms are written in plain language as required by section 22 of the CPA. If a clause can reasonably be read in more than one way, it will be read in the way that is most favourable to the consumer, as section 4(4) of the CPA requires.

2. These Terms and how you accept them

2.1 These Terms are a binding agreement between you and Trustdrop. They apply every time you use Trustdrop, in any role.

2.2 You accept these Terms when you tick the acceptance box and create an Account, or when you otherwise use the App. If you do not agree to these Terms, do not create an Account or use Trustdrop.

2.3 The following documents form part of these Terms: the Privacy Policy and the Dispute & Refund Policy. If any of them conflicts with these Terms, these Terms apply, except that the Privacy Policy applies to how we handle personal information.

2.4 To pay or be paid you must also accept TradeSafe's terms. TradeSafe's terms govern the mechanics of how TradeSafe receives, holds, pays out and refunds money. You agree that the instructions Trustdrop gives TradeSafe under these Terms, including Dispute decisions under clause 16, are the instructions on which the Order money is to be paid out or refunded. Nothing in TradeSafe's terms reduces any right you have under these Terms or under the CPA, ECTA or any other law. In particular, nothing in TradeSafe's terms obliges you to go to arbitration, or makes a refund that these Terms or the law require in full payable "net of fees".

2.5 Each Order creates separate legal relationships:

• (a) a contract of sale between the Buyer and the Seller for the goods;
• (b) a contract for delivery between the Seller and the Courier for carrying the Parcel;
• (c) a contract between each User and Trustdrop for the use of the platform, on these Terms; and
• (d) a contract between each paying or receiving User and TradeSafe, on TradeSafe's terms.

2.6 You can view, download and print these Terms at any time from the link in the App. We keep a copy of each version of these Terms and of the version you accepted.

3. What Trustdrop is, and is not

3.1 Trustdrop provides an online platform that connects Sellers, Buyers and independent Couriers, and lets Buyers pay through TradeSafe's escrow service so that the item price is released to the Seller only in line with these Terms. Trustdrop provides the App, the pricing calculator, the order chat, delivery and return codes, support and dispute handling, and sends instructions to TradeSafe to pay out or refund money in line with these Terms.

3.2 You acknowledge and agree that:

• (a) Trustdrop does not sell, buy, own, inspect, store or deliver any goods. The Seller sells the goods and is responsible for them. The Courier carries the goods.
• (b) Trustdrop does not receive, hold or control Order money in its own bank account. All Order money is paid to and held by TradeSafe. Trustdrop is not a bank, does not take deposits and is not an escrow agent itself.
• (c) Trustdrop does not give credit. The National Credit Act 34 of 2005 does not apply to your use of Trustdrop. If you choose a "buy now, pay later" or similar option at TradeSafe's checkout, that is a separate agreement between you and that credit provider.
• (d) Couriers are independent contractors who run their own businesses. They are not Trustdrop's employees, agents or partners.
• (e) Trustdrop does not guarantee that any Seller, Buyer or Courier will perform, or that any goods are of a particular quality, safe, legal or as described, although Trustdrop handles Disputes as set out in clause 16 and does not exclude any liability that the CPA places on it.

3.3 Trustdrop is responsible to you for providing its own platform services with reasonable care and skill, in a manner and of a quality that persons are generally entitled to expect, as required by section 54 of the CPA.

4. Who may use Trustdrop

4.1 You must be at least 18 years old and legally able to enter into a binding contract. Trustdrop is not available to persons under 18, even with a parent's or guardian's consent. Couriers' ages are checked against their South African identity documents.

4.2 Trustdrop is offered for transactions and deliveries within the Republic of South Africa, in rand. You may not use Trustdrop to send goods to or from another country.

4.3 If you use Trustdrop on behalf of a business, company, close corporation or other organisation, you confirm that you are authorised to bind it to these Terms, and "you" includes that organisation.

4.4 You may hold one Account per role. A person or company may only register one Courier Account, and an identity number or company registration number may only be used once. You may not create an Account using another person's details or a false identity.

4.5 Couriers must also meet the registration requirements in clause 12.2 and be approved by Trustdrop before they can see or accept jobs.

5. Your account and security

5.1 You must give true, accurate, current and complete information when you register, and keep it up to date. Couriers must use their name exactly as it appears on their identity document, and companies their registered name.

5.2 You can sign in with your password or with a one-time 6-digit code sent to your registered cell number by SMS. One-time codes expire after 10 minutes and can only be used once. Repeated wrong attempts temporarily lock sign-in for your safety.

5.3 On your own phone the App keeps you signed in after you close it, so that you do not have to sign in every time. This is intended. You stay signed in until you tap "Log out", delete your Account, or the session expires for security reasons. On the website, sessions are shorter. If you share or lose your phone, log out or contact us immediately.

5.4 You are responsible for keeping your phone, password, SIM card and one-time codes secure. You are responsible for activity on your Account that you carried out or authorised, or that happened because you did not take reasonable care of your phone, password, SIM card or codes. You are not responsible for activity after you told us your Account was compromised, or for activity caused by Trustdrop's own fault. Never share your password, a one-time code or a Delivery Code with anyone who asks for it outside a delivery. Trustdrop staff will never ask you for your password or one-time code.

5.5 If you think someone else has accessed your Account, or your cell number has changed or your SIM card has been swapped without your consent, tell us immediately at the contact details in clause 32. We may suspend the Account until we have confirmed your identity.

5.6 We may refuse an application for an Account, or ask for more information to confirm your identity, where it is reasonably necessary to prevent fraud or to comply with the law.

6. How an order works

6.1 An Order goes through the following steps. The App shows the status of the Order at every step, together with the full amounts and who has been paid.

1. The Buyer creates the Order. The Buyer enters the Seller's drop ID, a description of the item, the item price and the delivery address (chosen from Trustdrop's list of South African places, by dropping a pin on the map, by using the phone's location or by typing a street address). Before paying, the Buyer sees the item price, the R20 Service Fee (marked as non-refundable) and the total. The Buyer can check, correct or cancel the Order before paying.
2. The Buyer pays through TradeSafe. The Buyer is taken to TradeSafe's secure checkout and pays the item price, the Service Fee and TradeSafe's payment fee. The money goes to TradeSafe, not to Trustdrop. An Order is only marked "paid" once Trustdrop has confirmed the payment with TradeSafe. The Buyer then receives the Delivery Code.
3. The Seller prepares the Parcel and chooses a Courier. The Seller chooses the Parcel size (small, medium or large), confirms that the Parcel contains no prohibited items, and sees the Courier Fee and the approved Couriers who cover the area. The Seller offers the job to a Courier.
4. The Seller pays the Courier Fee through TradeSafe. TradeSafe holds the Courier Fee until delivery.
5. The Courier accepts or declines. The Courier is free to accept or decline the offer. If the Courier declines, or the Seller withdraws the offer before the Courier accepts, any Courier Fee paid in is refunded to the Seller through TradeSafe and the Seller may choose another Courier. Once the Courier accepts, the Courier joins the order chat and receives the collection and delivery details needed for the job.
6. Collection. The Courier collects the Parcel from the Seller and marks it as collected in the App.
7. Delivery and the Delivery Code. At handover the Buyer inspects the Parcel (clause 9) and, if satisfied, gives the Courier the Delivery Code. The Courier enters it in the App and the Order is marked "delivered".
8. Payout. On delivery, the Courier Fee (less the Commission) is released for payout to the Courier. Once the Check Window has ended without a Dispute, the Seller may request payout of the item price. TradeSafe pays each of them to their TradeSafe wallet, from which they may withdraw to their own bank account (TradeSafe may charge its own withdrawal fee, see clause 8.6), and pays the Service Fee and Commission to Trustdrop.

6.2 The Seller, Buyer and Courier agree collection and delivery times in the order chat. Where no delivery date has been agreed, the Seller must have the goods delivered within 30 days after the Buyer's payment is confirmed. If that does not happen, the Buyer may cancel the Order on 7 days' notice in the App and receive a full refund under clause 8.6 within 30 days after cancelling (section 46 of ECTA). The Service Fee is dealt with under clause 7.10, including clause 7.10(b) where the law requires it to be refunded.

6.3 The largest item price accepted for a single Order is R1 000 000. TradeSafe also sets a minimum amount for a single payment, which the App shows if your Order is below it.

7. Fees and pricing

7.1 Trustdrop charges only the fees in this clause. The App shows every Trustdrop fee, and who pays it, before you are asked to pay. TradeSafe's own payment fee depends on the payment method you choose and is shown on TradeSafe's checkout before you pay.

7.2 How distance is measured. The Courier Fee is based on the road distance between the collection point and the delivery point, worked out by an OpenStreetMap-based routing service (OSRM) using the addresses or map pins given in the Order. A minimum of 1 km is charged. If the routing service is unavailable, the App uses an estimated road distance (the straight-line distance multiplied by 1.3) and labels it "Estimated distance". Buyers see the distance rounded up to the next 5 km for privacy; the fee is always calculated on the actual distance.

7.3 Example. For a 200 km trip the Courier Fee is (150 km × R1.50) + (50 km × R0.50) = R250.00. The Courier receives R223.75 and Trustdrop's Commission is R26.25. For a 20 km trip the calculated fee of R30.00 is below the minimum, so the Courier Fee is R50.00.

7.4 Fee fixed when offered. The Courier Fee shown to the Seller when the job is offered is the fee for that Order. It does not change after the Courier accepts, even if the actual route taken is longer or shorter.

7.5 High-fee warning. If the Courier Fee is more than 30% of the item price, the App warns the Seller before the job is offered, so that the Seller can decide whether to continue.

7.6 TradeSafe fees. TradeSafe charges its own processing fee for each payment it receives. The fee is added on top of the amount for the person paying and is shown at TradeSafe's checkout before you pay. TradeSafe sets that fee, not Trustdrop, and it is not part of Trustdrop's fees.

7.7 VAT and taxes. Trustdrop's fees include value-added tax (VAT) wherever VAT is payable on them. Each Seller and Courier is responsible for their own income tax, VAT and any other taxes, levies or registrations on what they earn through Trustdrop.

7.8 Changes to fees. We may change our fees by giving at least 14 days' notice in the App before the change takes effect. A fee change never applies to an Order that has already been paid for. If you do not accept a fee change, you may stop using Trustdrop and delete your Account at no cost.

7.9 No other fee, subscription, sign-up fee or penalty is charged by Trustdrop. Registering, keeping an Account, receiving job offers and declining jobs are free.

7.10 The Service Fee is non-refundable. The Service Fee is Trustdrop's fee for the platform service it provides to the Buyer on each Order: recording the Order, arranging for TradeSafe to receive and hold the money, the Delivery Code and Return Code, the order chat, matching with Couriers, and support and Dispute handling. Trustdrop is not the Seller of the goods and not the Courier, and it provides this service from the moment the Buyer's payment is confirmed. The Service Fee is therefore earned in full when the Buyer's payment is confirmed, and it is not refunded if the Order is cancelled (clause 14), if the delivery fails or the Parcel is never collected (clause 15), if the Buyer refuses the Parcel for any reason, if the Parcel goes back to the Seller or the goods are returned, or whatever the outcome of a Dispute (clause 16). The only exceptions are:

• (a) Trustdrop's fault: where the Order fails, or a refund becomes due, because of Trustdrop's own fault, for example an error in Trustdrop's systems or Trustdrop giving TradeSafe a wrong instruction. Trustdrop then refunds the Service Fee together with the rest of the refund; and
• (b) the law: where a law that cannot lawfully be excluded requires the Service Fee to be refunded, for example where Trustdrop's own service was not performed in the manner required by section 54 of the CPA.

7.11 Clause 7.10 does not affect any refund of the item price, of a Courier Fee or of TradeSafe's payment fee under these Terms, and it does not affect any claim a Buyer may have against a Seller under the CPA or the common law, including a claim for costs caused by goods that are defective or not as described.

8. Payments held by TradeSafe

8.1 All payments for Orders are made to TradeSafe through TradeSafe's checkout. Trustdrop never asks you to pay into a bank account of Trustdrop, and never sees your full card or bank login details. Never pay a Seller, Buyer or Courier outside the App for an Order. If you do, you lose the protection of these Terms and Trustdrop cannot help you recover the money.

8.2 TradeSafe may verify your identity and bank account under the Financial Intelligence Centre Act 38 of 2001 and its own rules before it pays you. You authorise Trustdrop to share the information TradeSafe needs for this.

8.3 You irrevocably authorise Trustdrop, for each Order you take part in, to instruct TradeSafe to hold, release, pay out or refund the Order money strictly in accordance with these Terms, including in accordance with the outcome of a Dispute.

8.4 Money is released only as follows:

• (a) the Courier Fee, less the Commission, is released to the Courier when the Order is delivered (the Delivery Code has been entered), or as decided in a Dispute or failed delivery under clauses 15 and 16;
• (b) the item price is released to the Seller only after the Check Window has ended without an open Dispute and the Seller has requested payout, or as decided in a Dispute;
• (c) the Service Fee and Commission are paid by TradeSafe to Trustdrop as Trustdrop's agent fee on the relevant transaction. The Service Fee is earned when the Buyer's payment is confirmed and is paid to Trustdrop even if the rest of the Order money is later refunded (clause 7.10);
• (d) a refund is made only under clauses 14 to 17.

8.5 While a Dispute is open, all payouts on that Order are frozen until it is decided.

8.6 Refunds are paid through TradeSafe, normally into your TradeSafe wallet. You may ask in the App for a refund to be paid to the bank account you nominate; Trustdrop passes that request to TradeSafe, and TradeSafe processes it under its own rules and payment times, so the refund may first show in your TradeSafe wallet. You may withdraw money from your TradeSafe wallet to your own bank account. Trustdrop does not charge you anything to receive or withdraw a refund, but TradeSafe may charge its own withdrawal fee (currently about R5 plus VAT per withdrawal, set by TradeSafe, not Trustdrop) when money is withdrawn from a TradeSafe wallet to a bank account. Where these Terms or the law entitle you to a full refund, you receive back everything you paid for that Order except the Service Fee: for a Buyer, the item price and TradeSafe's payment fee; for a Seller, any Courier Fee or Return Fee not earned and TradeSafe's payment fee on it. A full refund does not include the non-refundable Service Fee, except in the cases in clause 7.10(a) and (b). Where the refund is caused by the Seller's breach or a Seller's failure to supply, Trustdrop may recover TradeSafe's payment fee from the Seller.

8.7 No interest is earned or paid to you by Trustdrop on money held by TradeSafe.

8.8 TradeSafe is an independent payment provider. Trustdrop is not liable for any act, omission, delay, system failure, suspension or insolvency of TradeSafe, or of any bank or payment network, except to the extent that the loss was caused by Trustdrop's own negligence or breach of these Terms. If TradeSafe cannot process a payment, payout or refund, Trustdrop will tell the affected Users promptly, keep the Order on hold, and help them pursue the matter with TradeSafe. Your money remains held by TradeSafe for your benefit under TradeSafe's terms, and does not become Trustdrop's property.

8.9 If Trustdrop stops operating, it will give Users at least 30 days' notice where possible, finish or settle all open Orders in line with these Terms, and instruct TradeSafe to release or refund all money still held, so that no User's money is left unaccounted for.

9. Delivery code, inspection and acceptance

9.1 Keep the Delivery Code secret. The Buyer must only give the Delivery Code to the Courier, in person, at handover, after inspecting the Parcel. The App hides the code if anyone types it into the order chat. Neither Trustdrop nor a genuine Courier will ask for the code before the goods are in front of you.

9.2 Inspect before you give the code. You have the right to examine the goods on delivery, under these Terms and, where it applies, section 19(5) of the CPA. Open the Parcel and check the goods in front of the Courier before giving the code. If the goods are clearly not what you ordered, damaged, or not of the type and quality you reasonably expected, do not give the code. Refuse the Parcel or raise a Dispute in the App instead (clauses 15.8 and 16).

9.3 Effect of giving the code. When the Delivery Code is entered, you confirm that you received the Parcel and that, as far as a reasonable inspection at handover could show, the goods are what you ordered. The Courier is then paid, and the Check Window starts. After the Check Window ends without a Dispute, the item price can be paid out to the Seller and it will no longer be held by TradeSafe. Giving the code does not take away your rights against the Seller under the CPA for defects that you could not reasonably have found at handover (clause 18).

9.4 Someone else receiving the Parcel. If you ask someone else to receive the Parcel and give them the Delivery Code, you are responsible for their inspection and for them giving the code as if they were you.

9.5 Wrong codes. After 5 wrong attempts the Delivery Code is locked to protect the Buyer. Trustdrop support will then confirm the position with the Buyer and the Courier before unlocking it.

9.6 Return Code. On a return trip the Seller receives a Return Code, which works in the same way as the Delivery Code. The Seller must inspect the returned Parcel before giving the Return Code to the Courier or confirming in the App that the Parcel is back.

10. Seller obligations

10.1 As a Seller, you warrant that, for every Order:

• (a) you own the goods or are lawfully entitled to sell them, and they are not stolen, counterfeit or subject to anyone else's claim;
• (b) the goods are not prohibited items (clause 13), and you have any licence or permit needed to sell them;
• (c) the description, condition, quantity and price agreed with the Buyer are true and complete, and the goods match them;
• (d) where you sell in the ordinary course of business, you comply with your obligations as a supplier under the CPA and ECTA, including the implied warranty of quality in section 56 of the CPA and the Buyer's cooling-off rights in clause 18.

10.2 You must choose the correct Parcel size: small (fits on a motorbike), medium (fits in a car boot) or large (needs a bakkie or van). If you choose the wrong size, the Courier may refuse to collect the Parcel without penalty, and you remain liable for any resulting cost.

10.3 You must pack the goods securely and suitably for the journey, label fragile items, and have the Parcel ready at the collection address at the agreed time. Your collection address or map pin must be accurate.

10.4 You must pay the Courier Fee, and any Return Fee, through the App when it is due.

10.5 You must not ask or allow a Buyer to pay you outside the App for an Order, add hidden charges, or change the price after the Buyer has paid.

10.6 You must keep the bank account you register with TradeSafe in your own name (or your business's registered name).

10.7 You are solely responsible for the goods you sell, including their safety, quality, legality and compliance with any law, and for keeping any records the law requires.

11. Buyer obligations

11.1 As a Buyer, you must give a correct and complete delivery address or map pin and a cell number on which the Courier can reach you, and be available, or have someone available, to receive the Parcel at the agreed time.

11.2 You must inspect the goods at handover before giving the Delivery Code (clause 9), and report any problem in the App within the Check Window.

11.3 You must not give the Delivery Code before receiving and inspecting the Parcel, and must not raise a Dispute that you know is false.

11.4 You must not buy prohibited items or use Trustdrop for any unlawful purpose.

12. Courier Agreement

This clause 12 is the agreement between Trustdrop and each Courier. It applies in addition to the rest of these Terms.

12.1 Independent contractor

12.1.1 You are an independent contractor running your own delivery business. Nothing in these Terms makes you an employee, agent, partner or joint-venture partner of Trustdrop, and you are not entitled to a salary, leave, overtime, UIF contributions from Trustdrop, or any other employment benefit. Trustdrop gives you access to delivery opportunities; your contract to carry each Parcel is with the Seller. This records how you and Trustdrop intend to work together. You choose whether, when and where to work, which jobs to accept and how to carry them out, and you may work for other platforms or customers at the same time. Courier Fees follow the published per-kilometre formula in clause 7, which applies equally to all Couriers.

12.1.2 In particular, and consistent with that independence:

• (a) you decide whether to accept any job. Declining or ignoring an offer never affects your rating, your approval or your pay, and there is no minimum number of jobs;
• (b) you choose your own hours and coverage area, and there are no shifts, rosters or targets;
• (c) you use and pay for your own vehicle, fuel, phone, data, licences and insurance;
• (d) you choose your own route and how to carry out the delivery safely, within the law and these Terms;
• (e) you are free to deliver for other platforms, businesses or customers, including competitors of Trustdrop, at any time;
• (f) you do not wear a Trustdrop uniform and must not hold yourself out as Trustdrop's employee or agent.

12.1.3 Commercial Couriers may perform jobs through their own employees or drivers. The company stays fully responsible for each job and for each driver's conduct, and must ensure that every driver holds a valid driver's licence for the vehicle used and complies with clause 12. Trustdrop may ask for a driver's details at any time. A private Courier must personally perform each accepted job and may only hand a job to someone else with the Seller's agreement and Trustdrop's prior approval through "Get help".

12.2 Registration and verification

12.2.1 To be approved you must be at least 18 years old and provide the information and documents the App asks for, which are:

• (a) private Couriers: your South African identity number and a copy of your identity document, a selfie holding your identity document (with your separate consent to its use for identity verification), your driver's licence and licence code, your vehicle details, your coverage area and your bank details; a proof of residence is optional;
• (b) commercial Couriers: your company's CIPC registration certificate, operator licence, goods-in-transit insurance, bank confirmation letter, tax reference (PIN or SARS letter), VAT certificate if you are VAT-registered, fleet size and vehicle details, coverage area and bank details.

12.2.2 The bank account must be in your own name, or in the company's registered name. You confirm that every document and detail you give is true, current and your own, and you must update it if it changes.

12.2.3 Trustdrop reviews each application and approves or rejects it, giving reasons for a rejection. You may correct and resubmit a rejected application. Trustdrop may ask you to verify your details again at any time.

12.3 Offers and jobs

12.3.1 Every offer shows you the Parcel size, the estimated distance, the Courier Fee, the 10.5% Commission and what you take home, before you accept.

12.3.2 You can only accept an offer once the Seller has paid the Courier Fee to TradeSafe. When you accept, you enter into a contract with the Seller to collect the Parcel and deliver it to the Buyer for that fee.

12.3.3 Once you have accepted a job you must collect and deliver it with reasonable care, skill and speed, at the times agreed in the order chat. If you can no longer do the job, tell the Seller in the chat and use "Get help" immediately.

12.3.4 You may refuse to collect a Parcel without penalty if it is a different size from what the Seller chose, is not packed safely, or you reasonably suspect it contains prohibited items. Report this through "Get help".

12.4 Handling Parcels

12.4.1 From collection until delivery (or until return to the Seller), you are responsible for the safe keeping of the Parcel. You must not open, tamper with, use, swap or part with the Parcel, except where the law requires it or a police or traffic officer lawfully instructs you to.

12.4.2 You must mark the Parcel as collected in the App when you collect it, and enter the Delivery Code only when the Buyer gives it to you at handover. You must never ask the Buyer for the code before handover, enter a code you obtained any other way, or mark a Parcel delivered that you have not handed over.

12.4.3 If you cannot deliver (for example, the Buyer is not home, refuses the Parcel, or the address is wrong), report a failed delivery in the App with the reason, keep the Parcel safe, and follow clause 15.

12.4.4 If a Parcel is lost, stolen, damaged or involved in an accident, report it in the App through "Get help" and to the Seller immediately, and in any case within 24 hours. Report any theft, hijacking or crime to the South African Police Service and give Trustdrop the case number.

12.5 Conduct and safety

12.5.1 You must obey all traffic and road laws, hold a valid driver's licence for the vehicle used, use a roadworthy and licensed vehicle, never drive under the influence of alcohol or drugs, and never use your phone unlawfully while driving.

12.5.2 You must treat Sellers and Buyers with courtesy and respect, and not threaten, harass, discriminate against or demand extra money from anyone.

12.5.3 You receive Sellers' and Buyers' names, cell numbers and addresses only to do the job. You must keep them confidential, use them only for that job, not contact anyone after the job except about that job, and not keep copies. This is a condition of POPIA compliance.

12.6 Pay

12.6.1 For each delivered Order you earn the Courier Fee less the 10.5% Commission. For a return trip you earn the Return Fee less the 10.5% Commission. If you delivered the Parcel and it later had to go back, or a delivery failed after you collected it, you keep your fee for the delivery trip.

12.6.2 Your pay is paid by TradeSafe from the Seller's payment, not by Trustdrop. You are paid for a return trip once the Seller has paid the Return Fee to TradeSafe; Trustdrop will take reasonable steps under clause 15.6 to recover an unpaid Return Fee for you.

12.6.3 You are responsible for your own income tax, provisional tax and VAT, and for declaring your earnings to SARS. Trustdrop does not deduct tax from your pay.

12.7 Insurance

12.7.1 Commercial Couriers must hold, and keep in force, goods-in-transit insurance and appropriate motor vehicle insurance, and must give proof on request.

12.7.2 Private Couriers are not required to hold goods-in-transit insurance, but are strongly advised to hold motor vehicle insurance. A private Courier remains liable under clause 19 for loss or damage they cause, whether or not they are insured.

12.8 Ratings

12.8.1 Where the App shows a rating for a Courier, it reflects the Courier's delivery record. Declining or ignoring jobs never lowers a rating. Trustdrop may remove ratings that are abusive, fraudulent or unrelated to the delivery.

12.9 Suspension and removal of Couriers

12.9.1 Trustdrop may suspend or end a Courier's access only for a valid reason, being:

• (a) fraud, theft, or tampering with a Parcel or a Delivery Code;
• (b) violence, threats, harassment or discrimination against any person;
• (c) false, expired or another person's documents, or loss of a required licence or insurance;
• (d) a serious or repeated breach of these Terms or of the law while doing jobs;
• (e) a lawful instruction of a court, regulator or the police.

12.9.2 Before suspending or removing you, Trustdrop will tell you in writing what the concern is and give you at least 5 Business Days to respond, unless there is an urgent safety or fraud risk, in which case Trustdrop may suspend you immediately and give you the chance to respond afterwards. Trustdrop will give its decision and reasons in writing. Suspension never affects money you have already earned on delivered jobs.

12.9.3 You may stop being a Courier at any time by not accepting jobs or by deleting your Account, once all jobs you have accepted are completed or handed back through "Get help".

13. Prohibited and restricted items

13.1 You may not sell, buy or deliver through Trustdrop:

• (a) anything illegal to possess, sell or transport in South Africa, including stolen goods and goods obtained by crime;
• (b) firearms, ammunition, firearm parts, explosives, fireworks, and weapons such as knives designed as weapons, pepper spray and stun guns;
• (c) drugs, controlled or scheduled substances, prescription medicines, and drug paraphernalia;
• (d) alcohol and tobacco or nicotine products, including e-cigarettes and vapes;
• (e) live animals, animal products protected by law, and plants or seeds whose movement is restricted;
• (f) human remains, body parts or bodily fluids;
• (g) counterfeit goods, pirated media, and goods that infringe anyone's intellectual property;
• (h) cash, bank cards, cheques, vouchers, lottery tickets, cryptocurrency hardware wallets with funds, precious metals and loose precious stones;
• (i) identity documents, passports, driver's licences and other official documents belonging to someone else;
• (j) hazardous materials, including flammable liquids or gases, corrosives, poisons, radioactive material and lithium batteries that are damaged or not inside a device;
• (k) perishable food that needs refrigeration;
• (l) adult content or sexual services, and any goods or services involving the exploitation of any person;
• (m) anything too large or heavy for the Parcel size chosen, or that cannot be carried safely in an ordinary vehicle;
• (n) anything else that Trustdrop reasonably tells Users is prohibited, after giving notice in the App.

13.2 The Seller must confirm in the App that the Parcel contains no prohibited items before it is offered to a Courier. A Seller who sends a prohibited item is fully responsible for any loss, fine, damage or claim that results, including against the Courier and Trustdrop.

13.3 If Trustdrop or a Courier reasonably suspects that a Parcel contains a prohibited item, the Courier may refuse it. Trustdrop may instruct TradeSafe to keep the Order money on hold, suspend the Accounts involved while it investigates, and report the matter to the South African Police Service or another authority.

14. Cancellations

14.1 Before payment. A Buyer may cancel an unpaid Order in the App at any time, at no cost.

14.2 After payment, before the Courier collects. A Buyer or Seller who wants to cancel a paid Order before the Courier has collected the Parcel must ask through "Get help" or raise a Dispute. If the Order is cancelled at this stage, the Buyer receives a refund of the item price, and any Courier Fee paid in by the Seller is refunded to the Seller. The Service Fee is not refunded (clause 7.10).

14.3 Courier offers. A Seller may withdraw an offer to a Courier, and a Courier may decline an offer, at any time before the Courier accepts. Any Courier Fee paid in is then refunded to the Seller. After acceptance, a Courier who cannot do the job must use "Get help" (clause 12.3.3).

14.4 After collection. Once the Courier has collected the Parcel, the Order can no longer simply be cancelled. If the Buyer no longer wants the goods, the failed-delivery and return rules in clause 15 apply. If the goods are not as agreed, the Buyer should raise a Dispute (clause 16). The Buyer's statutory cooling-off and return rights in clause 18 are not affected.

14.5 Trustdrop may cancel an Order, and instruct TradeSafe to refund the money paid in (other than the Service Fee, which is dealt with under clause 7.10), where it reasonably suspects fraud, a prohibited item or unlawful activity, or where the Order cannot be completed because of a force majeure event (clause 28).

15. Failed delivery and returns to the seller

15.1 A Courier reports a failed delivery in the App, giving one of these reasons: the Buyer was not home or could not be reached, the Buyer refused the Parcel, the address was wrong, or another reason that the Courier describes. Trustdrop instructs TradeSafe to keep payouts on the Order on hold while Trustdrop reviews it.

15.2 Trustdrop support reviews every failed delivery, speaks to the parties where needed, and decides either:

• (a) to try delivery again, at no extra fee to anyone; or
• (b) to return the Parcel to the Seller.

15.3 Return trip. The return trip is first offered to the Courier who collected the Parcel, who may decline it without penalty. If that Courier declines, the Seller chooses another approved Courier in the App, and the Parcel is handed to that Courier in the way agreed in the order chat. The return is complete when the Courier enters the Seller's Return Code, or the Seller confirms in the App that the Parcel is back.

15.4 Who pays and who gets what on a return. Where the Parcel was collected and must go back to the Seller:

• (a) the Seller pays the Return Fee, which is half of the Courier Fee rounded up to the nearest cent, or R45.00, whichever is more, through TradeSafe in the App;
• (b) the Courier who collected the Parcel keeps the Courier Fee for the delivery trip;
• (c) the Buyer is refunded the item price. The R20 Service Fee is not refunded, whatever the reason the delivery failed, unless clause 7.10(a) or (b) applies;
• (d) the Return Courier receives the Return Fee less the 10.5% Commission.

15.5 Parcel never collected. Where a delivery fails before the Courier collected the Parcel, there is no Return Fee, the Courier Fee is refunded to the Seller, and the Buyer is refunded the item price. The Service Fee is not refunded (clause 7.10).

15.6 Unpaid Return Fee. The Seller must pay the Return Fee within 7 days after the App asks for it. An unpaid Return Fee is a debt owed by the Seller to the Return Courier. Until it is paid, Trustdrop may restrict the Seller's ability to create new sales, and may recover the amount on behalf of the Return Courier, with interest at the rate prescribed under the Prescribed Rate of Interest Act 55 of 1975 from the due date.

15.7 Seller cannot be reached or refuses the return. If the Seller cannot be reached, or refuses to take the Parcel back, for 14 days after Trustdrop's written notice, the Courier must deliver the Parcel to a safe storage place agreed with Trustdrop, at the Seller's cost. If the Seller still does not collect it within 30 days after a further written notice sent in the App and by SMS or email, the Seller is treated as having abandoned it. The Parcel may then be handed to a registered charity or disposed of lawfully, and the storage and transport costs remain a debt owed by the Seller. Trustdrop does not sell the Parcel or hold any proceeds.

15.8 If the goods are defective, damaged or not what you ordered, you may refuse the Parcel at the door, or you may raise a Dispute (clause 16). Either way, the Seller pays the Return Fee and you are refunded the item price held by TradeSafe. The Service Fee is not refunded (clause 7.10), but your rights against the Seller under the CPA, including any claim for costs caused by the defective or wrong goods, are not affected (clause 7.11).

16. Disputes and complaints

16.1 Raising a Dispute in the App

16.1.1 A Buyer may raise a Dispute about an Order at any time after paying until the Check Window ends. A Seller may raise a Dispute until the item price has been paid out to them. Only one Dispute can be opened per Order. A Dispute cannot be opened once a return trip has started or once the Order has been fully settled; in those cases use "Get help".

16.1.2 To raise a Dispute, give the reason in the App (between 5 and 500 characters). Within 3 Business Days after raising it, send any photos, videos, screenshots or documents that support your case by email to the address in clause 32, quoting the Order reference. The other party will be told of the Dispute and given the same chance to give their side and evidence.

16.1.3 Couriers, and any User after the Check Window has ended, may ask for help through "Get help" in the App or by email. Trustdrop handles these requests on the same principles and within the same time frames as Disputes.

16.2 How Trustdrop decides

16.2.1 While a Dispute is open, all payouts on the Order are frozen.

16.2.2 A person at Trustdrop, not an automated system, reviews every Dispute. Trustdrop will acknowledge the Dispute immediately in the App, aim to contact the parties within 2 Business Days, and decide the Dispute within 10 Business Days after the evidence period ends, unless it needs more information, in which case it will tell the parties why and by when.

16.2.3 Trustdrop decides fairly and impartially, on the information given by the parties, the order chat, the Order history in the App and these Terms. Trustdrop may decide:

• (a) release to the Seller: the item price is released to the Seller (and the Courier Fee to the Courier, if not already paid);
• (b) refund the Buyer: the Buyer receives a full refund under clause 8.6 (the item price, but not the Service Fee, which is non-refundable under clause 7.10). Any Courier Fee not yet released is refunded to the Seller; a Courier who has delivered keeps their fee;
• (c) release the Courier Fee: the Courier is paid for work done where the delivery issue was not the Courier's fault.

16.2.4 Trustdrop gives its decision with written reasons in the App, and instructs TradeSafe to carry it out. Trustdrop does not split the item price; a decision is either a full release or a full refund.

16.2.5 A Trustdrop decision decides only how the money held by TradeSafe is paid out. It does not take away any party's rights against another party under the law, and any party may still enforce those rights elsewhere (clause 16.4).

16.3 Internal review

16.3.1 If you disagree with a decision, you may ask for an internal review by emailing the address in clause 32 within 14 days after the decision, giving your reasons. The review will be done by a person who did not make the first decision, where possible, and Trustdrop will give its reviewed decision and reasons within 10 Business Days.

16.3.2 Trustdrop will wait 2 Business Days after giving a Dispute decision before instructing TradeSafe to carry it out, unless all the parties to the Dispute agree that it may act sooner. If you ask for a review within that time, the money stays on hold until the review is decided. Money released or refunded before a review is requested cannot be recalled through TradeSafe. Your other rights under clause 16.4 remain.

16.4 Escalation outside Trustdrop

16.4.1 If your complaint is not resolved, you may, in this order or at any time where the law allows:

• (a) propose mediation with the other party and Trustdrop, by a mediator agreed by the parties, with each party paying its own costs and sharing the mediator's fee equally unless agreed otherwise. Mediation is voluntary and does not delay or limit your other rights;
• (b) complain to the Consumer Goods and Services Ombud (CGSO) at www.cgso.org.za, which deals with complaints about goods and services under the CPA;
• (c) complain to the National Consumer Commission (NCC) at www.thencc.org.za, to the consumer protection authority in your province, or to a consumer court;
• (d) for complaints about how your personal information is handled, complain to the Information Regulator at www.inforegulator.org.za;
• (e) for complaints about how a payment was processed, use TradeSafe's complaints process; and
• (f) approach a court with jurisdiction, including the small claims court for claims within its limit.

16.4.2 Nothing in these Terms forces you into arbitration or prevents you from approaching any of the bodies above.

16.5 False claims

16.5.1 Raising a Dispute or claim you know to be false, or giving false evidence, is a serious breach of these Terms and may be fraud. Trustdrop may suspend the Account involved and report the matter to the police.

17. Refunds

17.1 A refund is due only:

• (a) when an Order is cancelled under clause 14 (refund of the item price to the Buyer);
• (b) when a Parcel goes back to the Seller under clause 15 (item price refunded to the Buyer);
• (c) when a Dispute is decided in the Buyer's favour under clause 16 (full refund of the item price under clause 8.6);
• (d) to the Seller, of a Courier Fee paid in where a Courier declines or the offer is withdrawn, or the Courier Fee is otherwise not earned; or
• (e) where the law requires it, including under clause 18.

The Service Fee is not refunded in any of these cases, except where clause 7.10(a) (Trustdrop's fault) or clause 7.10(b) (the law) applies.

17.2 Trustdrop instructs TradeSafe to make the refund within 2 Business Days after the refund becomes due. TradeSafe pays it under clause 8.6, normally into your TradeSafe wallet, or to your nominated bank account where you asked for that and TradeSafe processes it. Every refund will in any event be paid into your TradeSafe wallet or bank account within 30 days after the date the Order or purchase was cancelled. TradeSafe's own withdrawal fee (clause 8.6) is not a deduction from your refund by Trustdrop or the Seller.

17.3 Where the item price has already been paid out to the Seller, a refund owed to the Buyer by law (for example under the CPA's warranty or return rights) is owed by the Seller, not Trustdrop. The Seller must pay it directly to the Buyer's bank account within the time the law requires and confirm it in the order chat or by email to Trustdrop. Trustdrop will help the Buyer by giving the Seller's details to the Buyer, the CGSO, the NCC or a court where the law allows.

17.4 Where a Buyer returns goods because they are defective, unsafe, not as described, not what was ordered or not fit for a purpose made known to the Seller (sections 19, 20 and 56 of the CPA), the return is at the Seller's risk and expense. The Buyer pays nothing for it. Where a Buyer cancels under the ECTA cooling-off right (clause 18.2), the Buyer may be asked to pay no more than the direct cost of returning the goods. A Seller may not charge the Buyer the Return Fee, or deduct it or any other amount from a refund, except as the CPA (section 20(6)) or ECTA (section 44(2)) allows.

18. Your consumer rights and cooling-off

18.1 If you are a consumer under the CPA, you have all the rights the CPA gives you. These include the right to receive goods that are reasonably suitable for their purpose, of good quality, in good working order and free of defects for 6 months after delivery (sections 55 and 56), the right to examine goods on delivery and reject goods that are not of the type and quality reasonably expected (section 19), and the right to return goods in the cases set out in section 20. These rights are against the Seller, who supplies the goods. The CPA applies where the Seller sells in the ordinary course of business.

18.2 ECTA cooling-off. Where you are a natural person and ECTA applies to your purchase, you may cancel the purchase without giving a reason and without penalty within 7 days after you receive the goods (section 44 of ECTA). To cancel, tell the Seller in the order chat and tell Trustdrop at the address in clause 32. Return the goods with reasonable care. The only charge you may have to pay is the direct cost of returning the goods. You must receive a full refund within 30 days after you cancel. The 24-hour Check Window does not shorten this 7-day period. If the item price has already been paid out to the Seller, clause 17.3 applies.

18.3 The cooling-off right in clause 18.2 does not apply (section 42(2) of ECTA) where the goods are, among other things:

• (a) foodstuffs, beverages or other goods intended for everyday consumption supplied to your home or workplace;
• (b) made to your specifications or clearly personalised;
• (c) by their nature unable to be returned, or likely to deteriorate or expire rapidly;
• (d) audio or video recordings or computer software that you have unsealed;
• (e) newspapers, periodicals, magazines or books;
• (f) sold by way of auction;

and it does not apply to services that began with your consent before the end of the 7-day period. Trustdrop's platform service, including the Service Fee, starts when your payment is confirmed, with your consent, so the cooling-off right does not apply to the Service Fee, which is non-refundable under clause 7.10.

18.4 If Trustdrop has failed to give you any of the information in clause 31, you may cancel the transaction within 14 days after receiving the goods, as section 43(3) of ECTA allows.

18.5 If the item price is still held by TradeSafe when you validly cancel or reject goods, Trustdrop will deal with it through a Dispute, so that TradeSafe refunds you once the goods are back with the Seller. If the item price has already been paid out, clause 17.3 applies.

18.6 If you buy from a private person who sells their own goods occasionally and not in the ordinary course of business, some CPA rights (and possibly ECTA rights) may not apply against that Seller. You still have the protection of these Terms (the Delivery Code, the Check Window and Disputes), your rights under the common law, and every right under ECTA that applies to the transaction.

19. Risk, loss, damage and insurance

19.1 The goods remain at the Seller's risk until they are delivered to the Buyer, and on a return trip until they are back with the Seller. If goods are lost or damaged before delivery, the Buyer is entitled to a refund of the money still held by TradeSafe under clause 16.

19.2 A Courier is liable to the Seller for loss of or damage to a Parcel while it is in the Courier's possession, if the loss or damage was caused by the Courier's (or the Courier's driver's) negligence, dishonesty or breach of these Terms. That liability is limited to the item price recorded for the Order, except where the loss was caused by the Courier's dishonesty or gross negligence. A Courier is not liable for loss or damage caused by the Seller's poor packing, an undeclared prohibited item, or an event beyond the Courier's reasonable control that the Courier could not have prevented with reasonable care, such as armed robbery or hijacking, provided the Courier reports it to the South African Police Service and in the App as soon as reasonably possible and provides the case number.

19.3 Trustdrop is not an insurer and does not insure any goods, vehicles or persons. Trustdrop is not liable for loss of or damage to goods in transit, unless Trustdrop's own negligence caused it. Sellers who send valuable goods should insure them themselves.

19.4 Please report loss or damage in the App or by email within 24 hours after the Parcel was due to be delivered, or as soon as reasonably possible after that, with any evidence. Reporting late does not take away your claim, but it may make the claim harder to prove. Trustdrop will give the Seller the Courier's details for a claim, and assist in good faith, including in claims under a commercial Courier's goods-in-transit insurance.

20. Limitation of liability

20.1 To the extent the law allows, Trustdrop is not liable for any loss or damage that arises from:

• (a) the goods, including their quality, safety, legality, description or ownership, or any act or omission of a Seller, Buyer or Courier;
• (b) any act, omission, delay or failure of TradeSafe, a bank, a mobile network operator, an SMS provider, a mapping or routing service, or another third party that Trustdrop does not control;
• (c) you sharing your password, one-time code or Delivery Code, or paying anyone outside the App;
• (d) the App being unavailable, slow or interrupted, including during maintenance, load-shedding or network outages, provided Trustdrop has taken reasonable steps to keep it available; or
• (e) any indirect or consequential loss, including loss of profit, income, business opportunity or goodwill,

except to the extent that the loss was caused by Trustdrop's own negligence or breach of these Terms.

20.2 Where Trustdrop is liable to you for any claim arising from an Order, its total liability for that Order is limited to the greater of (a) the Service Fee and Commission that Trustdrop received on that Order, and (b) R1 000. This limit does not apply to the loss of Order money caused by Trustdrop giving TradeSafe a wrong payment or refund instruction, or by a failure of Trustdrop's own security. In those cases Trustdrop is liable for the amount of Order money lost.

20.3 Nothing in these Terms limits or excludes Trustdrop's liability for:

• (a) death or bodily injury caused by Trustdrop's negligence;
• (b) gross negligence, wilful misconduct or fraud of Trustdrop or of any person acting for or controlled by Trustdrop;
• (c) any liability that may not be limited or excluded under the CPA, including under sections 51 and 61 of the CPA, or under any other law.

21. Indemnity

21.1 You indemnify Trustdrop, its directors and staff against any claim, loss, damage, fine, penalty or reasonable legal cost that a third party (including another User or an authority) brings or imposes against Trustdrop to the extent that it was caused by:

• (a) your breach of these Terms;
• (b) a prohibited item you send or carry, or goods you sell that you were not entitled to sell;
• (c) false or inaccurate information or documents you provide, or another person's information or documents you use without authority; or
• (d) your fraud, other unlawful conduct, or (if you are a Seller or Courier) your negligence,

except to the extent that Trustdrop, or a person acting for it, caused or contributed to the claim or loss.

22. Acceptable use and conduct

22.1 You must use Trustdrop lawfully and in good faith. You must not:

• (a) commit or attempt fraud, money laundering or any other crime, or use Trustdrop to receive or move the proceeds of crime;
• (b) arrange to pay or be paid outside the App for an Order, or use the order chat to avoid Trustdrop's fees;
• (c) harass, threaten, abuse, defame or discriminate against anyone, or post hate speech, sexual content or spam in the order chat;
• (d) share another person's personal information without a lawful reason, or use personal information obtained through Trustdrop for any purpose other than the Order;
• (e) impersonate any person, including Trustdrop staff, or create fake Accounts, Orders, ratings or Disputes;
• (f) interfere with, overload, probe, scrape, copy, reverse-engineer or attack the App, its servers or its security, or use bots or automated tools to access it;
• (g) upload viruses, malware or harmful code; or
• (h) help anyone else do any of these things.

22.2 Messages in the order chat may be up to 500 characters, are visible to the parties to that Order, and are kept as part of the Order record so that Trustdrop can resolve Disputes. Trustdrop may read order chats only when a User reports a message, a Dispute or help request is raised, or it is needed to prevent fraud or comply with the law. You can report or block a message in the App.

22.3 Trustdrop may remove content that breaks this clause.

23. Intellectual property

23.1 The App, the Trustdrop name and logo, its software, design, text and other content are owned by, or licensed to, Trustdrop and are protected by law. Trustdrop gives you a personal, limited, non-exclusive, non-transferable and revocable licence to use the App on your own devices for its intended purpose while you comply with these Terms. You may not copy, modify, distribute, sell or create works from the App, or use the Trustdrop name or logo, without Trustdrop's written permission.

23.2 You keep ownership of the content you provide, such as item descriptions and messages. You give Trustdrop a free, non-exclusive licence to use that content only to operate Trustdrop, resolve Disputes and comply with the law.

23.3 Maps in the App use data from OpenStreetMap contributors, made available under the Open Database Licence. The attribution shown in the App forms part of these Terms.

24. Privacy and personal information

24.1 Trustdrop processes your personal information in accordance with POPIA and the Privacy Policy, which explains what we collect, why, who we share it with, how long we keep it and your rights, including your rights to access, correct and delete your information and to object to processing.

24.2 In summary, and to make the service work:

• (a) your Account and Order data is stored on Amazon Web Services servers in the Cape Town region (South Africa);
• (b) your cell number is shared with Trustdrop's SMS provider to send one-time codes and notifications;
• (c) the information needed for payment, payout and identity verification is shared with TradeSafe;
• (d) collection and delivery coordinates, and the area or address you type, are sent to mapping, address-lookup and routing services to calculate road distance and show maps. Some of these services (OpenStreetMap-based services) are hosted outside South Africa, including in the European Union. They receive the coordinates or area and your device's internet address, but not your name or cell number;
• (e) the names, cell numbers and addresses that the other parties to an Order need are shared with them for that Order only. A Courier sees the street address and contact details only while doing the job.

24.3 Courier identity documents, selfies and other verification documents are used only to verify identity and eligibility, are kept securely, and are deleted when they are no longer needed for that purpose or for a legal obligation. The selfie used for identity verification is processed only with your separate consent.

24.4 Trustdrop will not send you direct marketing unless you have agreed to it, and you may opt out of marketing at any time. Service messages about your Account and Orders are not marketing.

24.5 Trustdrop's Information Officer is Leeroy Thekiso, who can be contacted at the email address in clause 32.

24.6 Where personal information is sent outside South Africa, Trustdrop does so only as section 72 of POPIA allows. That means the recipient is subject to a law, binding rules or a binding agreement giving protection substantially similar to POPIA, or the transfer is needed to perform your contract with Trustdrop.

24.7 Trustdrop keeps Account and Order records for as long as you have an Account and for 5 years after the last Order, or longer where a law or a pending claim requires it. Verification documents and selfies are kept for no longer than 90 days after verification is complete, unless a law or an open investigation requires longer.

25. Suspension, termination and account deletion

25.1 Trustdrop may suspend or restrict your Account, or end these Terms with you, if you materially breach these Terms, if Trustdrop reasonably suspects fraud, a prohibited item or other unlawful activity, if your information turns out to be false, or if the law or a regulator requires it. Except where there is an urgent risk of harm, fraud or loss, Trustdrop will first tell you why and give you a reasonable opportunity, of at least 5 Business Days, to respond or put the matter right. Clause 12.9 applies to Couriers.

25.2 Trustdrop may also end its service to any User for any reason on at least 30 days' written notice.

25.3 Suspension or termination does not affect Orders already paid for. Trustdrop will finish or settle them in line with these Terms, and money owed to you remains yours.

25.4 Deleting your Account. You may end these Terms at any time by deleting your Account in the App, at no cost. You cannot delete your Account while you have an open Order, an unpaid payout or an open Dispute; finish or settle these first. When you delete your Account, your profile is removed and uploaded documents are deleted. Trustdrop keeps the records the law requires it to keep, such as Order and payment records, for as long as the law requires, as set out in the Privacy Policy.

25.5 Clauses 8.8, 16, 17, 19, 20, 21, 26, 29 and 30, and any other clause that by its nature should continue, survive the end of these Terms.

26. Notices, electronic communications and domicilium

26.1 You agree that Trustdrop may communicate with you electronically, by in-App notice, SMS or email to the details on your Account. Under ECTA, an agreement concluded, and a notice given, electronically is valid and binding. Notices about changes to these Terms or fees, suspension or termination of your Account, or any amount you owe are sent in the App and by SMS or email. Trustdrop will not treat any notice as received by you if it is shown that you did not receive it.

26.2 Trustdrop chooses the following address as its domicilium citandi et executandi (the address where legal documents may be served on it) is the physical address in clause 31, currently 13 Frikkie Els Crescent, Sonland Park, Vereeniging, Gauteng, 1929. Trustdrop's email for notices is the email address in clause 31, currently leeroy.thekiso@factfactory.co.za. Trustdrop may change these by notice in the App; a new physical address must be in South Africa.

26.3 Your domicilium citandi et executandi is the physical address on your Account (for a Courier, the address in your registration details; if there is none, the last collection or delivery address you used in an Order), and your email and cell number on your Account are your addresses for electronic notices. Keep them up to date.

26.4 A legal notice to Trustdrop is only valid if it is in writing and delivered by hand to the physical address above or sent to the email address above.

27. Changes to these Terms and to Trustdrop

27.1 Trustdrop may change these Terms from time to time, for example because of changes in the law, in how the App works or in its fees. Trustdrop will give you at least 14 days' notice in the App of any change that is to your disadvantage, and will show the new version and its effective date. Changes required urgently by law or for security may take effect sooner, with notice as soon as possible.

27.2 If you do not agree to a change, you may stop using Trustdrop and delete your Account at no cost before the change takes effect. If you keep using Trustdrop after it takes effect, you are bound by the changed Terms. A change never applies to an Order that was paid before the change took effect.

27.3 Trustdrop may improve, change or stop features of the App, but will not remove a feature you need to complete an Order that is already paid for.

28. Force majeure

28.1 No party is liable for failing or delaying to perform these Terms because of an event beyond its reasonable control that it could not reasonably have prevented or provided for, including natural disasters, floods, fire, epidemic, war, civil unrest, riots, strikes, protest action, road closures, crime affecting a delivery, load-shedding or power failures, failure of mobile, internet, banking or payment networks, failure of a hosting, SMS, mapping or payment provider, and acts of government.

28.2 The affected party must tell the others as soon as reasonably possible and take reasonable steps to limit the effect. Order money remains held by TradeSafe during the event. If an Order cannot be completed within 14 days because of the event, Trustdrop may cancel it and instruct TradeSafe to make refunds under clause 14.

28.3 Force majeure does not excuse an obligation to pay money that is already due, and does not limit any consumer right that cannot lawfully be limited.

29. Governing law and jurisdiction

29.1 These Terms are governed by the law of the Republic of South Africa.

29.2 Under section 45 of the Magistrates' Courts Act 32 of 1944, you and Trustdrop consent to the jurisdiction of the Magistrate's Court having jurisdiction over the defendant for any action arising from these Terms. Where you are a consumer, Trustdrop will sue you only in a court with jurisdiction where you live or work, and only for an amount within that court's ordinary jurisdiction. You may approach the High Court, a consumer court, the small claims court or any other forum that has jurisdiction.

29.3 Nothing in this clause limits your right, as a consumer, to bring proceedings in a court or forum with jurisdiction where you live or work, or to approach the bodies listed in clause 16.4.

30. General provisions

30.1 Entire agreement. These Terms, with the documents in clause 2.3, are the whole agreement between you and Trustdrop about using Trustdrop. This does not take away any right you have in respect of a statement Trustdrop made to you in the App, on its website or in its marketing.

30.2 Severability. If a court or authority finds any part of these Terms invalid, unlawful or unenforceable (including under section 48 or 52 of the CPA), that part is removed or limited to the extent necessary, and the rest of these Terms remains in force.

30.3 No waiver. If a party does not enforce a right, or gives the other party extra time, it does not give up that right.

30.4 Transfer. You may not cede, assign or delegate your rights or obligations under these Terms without Trustdrop's written consent. Trustdrop may cede and assign its rights and obligations to a company that takes over the Trustdrop business, on notice to you, provided your rights under these Terms are not reduced.

30.5 Third parties. Apple, Google and other app stores, TradeSafe and Trustdrop's service providers are not parties to these Terms. Your use of an app store is governed by that store's terms.

30.6 Costs. Each party pays its own legal costs, unless a court or tribunal orders otherwise.

30.7 Language. These Terms are in English. If a translation is provided and differs, the English version applies, except where a consumer would be disadvantaged by that.

30.8 Legislation. A reference to a law includes that law as amended or replaced from time to time.

31. Information required by ECTA section 43

32. Contact us

32.1 For help with an Order, use "Get help" in the App. For Disputes, evidence, review requests, privacy requests, complaints and legal notices, contact:

Fact Factory (Pty) Ltd (Trustdrop)
Attention: Leeroy Thekiso, Director
13 Frikkie Els Crescent, Sonland Park, Vereeniging, Gauteng, 1929
Email: leeroy.thekiso@factfactory.co.za
Telephone: +27 68 478 0181

32.2 A dedicated support address, support@trustdrop.co.za, will be announced in the App once it is active. Until then, please use the email address above.

Trustdrop Terms and Conditions · Version 1.3 · Effective 28 October 2026