1. About Shiphustle

Shiphustle is a cross-border e-commerce platform that enables consumers in countries neighbouring South Africa to purchase goods from South African online retailers and marketplaces and have them delivered through independent courier and logistics partners. Shiphustle provides the application and coordination layer that facilitates procurement, customs documentation and delivery coordination.

Shiphustle may facilitate the purchase of goods from retailers and marketplaces including Amazon South Africa, Takealot and Makro, and may facilitate delivery through courier partners including Phutfumani Couriers & Freight and other registered or approved service providers. Shiphustle is an independent platform and is not affiliated with, endorsed by, or sponsored by any retailer, marketplace or courier unless expressly stated otherwise.

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2. Eligibility

By creating an account or using the Shiphustle platform, you confirm that you are legally able to enter into a binding agreement and that the information you provide is accurate and complete. You must provide the information reasonably required by Shiphustle to process and deliver your orders, including a valid identity document where required, a verified telephone number and a verified email address.

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3. Account Responsibilities

You are responsible for maintaining the confidentiality of your account credentials, including any two-factor authentication methods you enable. You agree to notify Shiphustle promptly if you become aware of unauthorised access to your account.

You are responsible for ensuring that the information associated with your account and orders is accurate and up to date. Shiphustle reserves the right to suspend or terminate accounts that violate these Terms, provide false information, engage in fraudulent activity or otherwise misuse the platform.

You may delete your account through the app, provided that you have no active orders, unresolved transactions or other outstanding matters requiring the account to remain active.

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4. Orders and Procurement

When you place an order, Shiphustle may procure the requested product on your behalf from the selected retailer or marketplace and coordinate its delivery to you. Prices displayed on the platform are sourced from the relevant retailer or marketplace at the time of lookup and are used as the basis for the checkout total.

• Product availability is not guaranteed until procurement has been confirmed.
• If an item is unavailable at the time of procurement, that item may be removed from the order and the applicable amount paid for that item will be refunded.
• If the actual procurement price is higher than the price quoted at checkout, Shiphustle will notify you where reasonably practicable and the affected item may be removed from the order, with the applicable amount refunded.
• The price paid at checkout remains the final charged price where the actual procurement price is lower than the amount quoted at checkout.
• Orders are subject to customs clearance and any applicable duties, levies, taxes, fees and regulatory requirements.
• Unless otherwise required by applicable law or expressly agreed by Shiphustle, cancellation of an order or refund of an item may not be available once the item has been procured from the retailer or marketplace.
• Order modifications and item substitutions are not generally supported. If you require a different product, you may need to place a new order.
• Delivery timelines are estimates and depend on the assigned courier, customs processing and other factors outside Shiphustle’s reasonable control.
• Shiphustle may select or reassign an order to a different courier where reasonably necessary to facilitate delivery.

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5. Pricing and Fees

The total order cost may include the product price, courier delivery fee, customs duties and levies, applicable taxes, and a Shiphustle platform service fee. A breakdown of applicable charges is provided at checkout before payment.

Prices displayed on the platform are generally displayed in South African Rand (ZAR). The platform service fee may be calculated as a percentage of the applicable product total, subject to any minimum or maximum amount specified by Shiphustle.

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6. Payments

Payments are processed securely through Paystack. By making a payment through the platform, you agree to the applicable Paystack terms and conditions.

Where supported by Paystack, payment details may be securely stored by Paystack for future transactions. Shiphustle does not store full payment card numbers. Payment information is handled in accordance with the applicable payment provider’s security and privacy practices.

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7. Courier Services, Transit Insurance and Customer Resolution

Shiphustle provides the application and coordination layer for cross-border delivery from South Africa to Eswatini. Delivery is performed by independent courier and logistics service providers that operate through or in connection with the Shiphustle platform. Shiphustle does not employ these couriers directly and, unless expressly stated otherwise, does not act as the carrier of the goods.

7.1 Independent Courier Partners
Shiphustle works with courier and logistics providers that meet our onboarding and operational requirements. Courier partners are independent service providers and remain responsible for the performance of their delivery services, subject to their respective contractual obligations, applicable law and any applicable insurance arrangements.

7.2 Courier Vetting and Insurance
Shiphustle vets courier applications and may assess factors including the courier’s business information, operational capability, delivery coverage, service history, compliance requirements and ability to provide appropriate protection for goods while in transit.

Where applicable, Shiphustle may require a courier partner to maintain appropriate insurance or other recognised cover for goods in transit as a condition of providing services through the platform. Any such insurance remains subject to the terms, conditions, exclusions, limits, excesses and claim requirements of the applicable insurance policy.

The existence of transit insurance does not guarantee that a particular loss, theft, damage or other claim will be accepted or paid. Claims are subject to the applicable insurance policy and the requirements of the relevant insurer or courier.

7.3 Courier Selection and Reassignment
Shiphustle may select, allocate or reassign a courier partner for an order at its reasonable discretion. This may be based on factors including destination, availability, delivery coverage, capacity, pricing, operational requirements or the need to facilitate timely delivery.

7.4 Delivery Times and Delays
Courier pricing, delivery zones and delivery timelines may vary between courier partners. Any delivery date, delivery window or transit time provided by Shiphustle or a courier partner is an estimate only and is not a guaranteed delivery date.

Delivery may be affected by customs clearance, border procedures, government requirements, weather, road conditions, courier capacity, operational disruptions or other circumstances outside Shiphustle’s reasonable control.

7.5 Delivery Responsibility
The courier partner responsible for a particular shipment is responsible for performing the delivery service in accordance with its applicable service terms and obligations. Shiphustle’s role is to facilitate and coordinate the delivery through the platform and to provide customer support in connection with the order.

7.6 Customer Support and Resolution
Where a customer experiences an issue relating to an order, including an incorrect item, defective item, non-delivery, delay, loss, damage, return, refund or other service-related matter, Shiphustle will act as the customer’s primary point of contact and will use reasonable efforts to assist the customer in seeking an appropriate resolution.

Because Shiphustle may purchase goods from retailers on behalf of customers and may therefore hold the direct relationship with the retailer or other service provider, Shiphustle will, where reasonably necessary, communicate with the relevant retailer, marketplace, courier, logistics provider, insurer, payment provider or other third party on the customer’s behalf.

This assistance may include investigating the issue, submitting or escalating complaints, requesting refunds or replacements, coordinating returns where applicable, following up on deliveries, providing relevant transaction information and assisting with loss, damage or insurance claims.

The customer must provide any information, photographs, documentation or other reasonable assistance required for Shiphustle to investigate and pursue the matter.

Shiphustle will keep the customer reasonably informed while the matter is being addressed. However, Shiphustle cannot guarantee a particular outcome where the final decision or remedy is controlled by a retailer, courier, insurer, customs authority, payment provider or other independent third party.

7.7 Customer Advocacy and Service Frameworks
Where appropriate, Shiphustle may advocate on behalf of customers when pursuing complaints, refunds, replacements, returns, delivery claims, loss or damage claims and other available remedies.

In doing so, Shiphustle may refer to applicable customer-service standards, returns processes, refund practices, delivery policies, dispute-resolution procedures and consumer-protection frameworks used by the relevant retailer, marketplace, courier or service provider. These may include, where relevant, frameworks or practices associated with Amazon South Africa, Takealot, Makro and Phutfumani Couriers & Freight.

Any reference to a retailer, courier or other third-party framework is for the purpose of assisting with customer resolution only. It does not mean that Shiphustle is affiliated with, endorsed by, or acting as an agent of that third party, nor does it mean that Shiphustle adopts or guarantees the third party’s terms, policies, warranties or liabilities.

7.8 Third-Party Claims and Remedies
Where a loss, damage, delay, non-delivery, product defect or other service issue arises from the acts or omissions of a retailer, courier, insurer, payment provider, customs authority or other third party, Shiphustle may assist the customer in pursuing any available remedy.

Any refund, replacement, compensation, insurance payment or other remedy ultimately available may be subject to the applicable third-party terms, contractual arrangements, insurance policy, applicable law or the decision of the relevant service provider, insurer or authority.

Nothing in this section limits any rights or remedies available to the customer under applicable law.

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8. Refunds

Refunds may be issued in circumstances including the following:

• Item unavailable: If a product cannot be procured, the affected item may be removed from the order and the applicable amount paid for that item will be refunded.
• Procurement price increase: If the actual procurement price is higher than the quoted price and the item cannot be procured at the quoted price, the item may be removed from the order and the applicable amount refunded.
• Approved third-party remedy: Where a retailer, courier, insurer or other relevant third party approves a refund or other monetary remedy, Shiphustle may facilitate the processing of that remedy where reasonably possible.

Unless otherwise required by applicable law or expressly stated in the applicable refund policy, the Shiphustle platform service fee is non-refundable. Refunds processed through the original payment method may take several business days to reflect. For full details, see our Refund Policy.

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9. Returns

Because Shiphustle facilitates cross-border procurement and delivery, returns and exchanges are not generally supported as a standard feature of the service.

However, where a retailer or marketplace accepts a return, where a courier or insurer requires or facilitates a return, where Shiphustle agrees to coordinate a return, or where a return or other remedy is required by applicable law, Shiphustle may assist the customer with the applicable process.

Any return remains subject to the applicable retailer, marketplace, courier or other third-party terms, including eligibility requirements, time limits, condition requirements, return costs and applicable exclusions.

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10. Identity Verification

Cross-border shipments may require identity verification for customs, regulatory and delivery purposes. You may be required to upload a valid identity document or passport, verify your email address and verify your telephone number before placing or receiving certain orders.

Identity and verification information will be handled in accordance with Shiphustle’s Privacy Policy and applicable data-protection law.

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11. Ratings and Feedback

After an order is delivered, you may rate your experience and leave optional feedback. Ratings and comments may be visible to the courier who fulfilled your order and to authorised Shiphustle administrators.

Ratings and feedback may be used to monitor service quality, investigate complaints and assist with courier performance management. Ratings may also influence courier visibility or participation on the platform.

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12. Prohibited Use

You may not use Shiphustle to:

• Purchase, import, transport or facilitate the delivery of prohibited or restricted goods contrary to applicable South African, Eswatini or other applicable law.
• Provide false, misleading or fraudulent identity or delivery information.
• Engage in fraudulent transactions, payment abuse or unauthorised chargebacks.
• Use the platform for unlawful commercial activity or resale activities requiring licences or approvals that you do not possess.
• Attempt to circumvent customs requirements, duties, taxes, import restrictions or other regulatory requirements.
• Abuse, interfere with or overload Shiphustle’s systems or retailer websites, including through unauthorised scraping, automated requests or other technical means.
• Use the platform for any unlawful, fraudulent or abusive purpose.

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13. Limitation of Liability

Shiphustle provides an application and intermediary service that facilitates procurement, customs documentation and delivery coordination. Shiphustle is not the manufacturer of goods purchased through the platform and, unless expressly stated otherwise, is not the carrier responsible for physical delivery.

To the extent permitted by applicable law, Shiphustle is not responsible for matters arising solely from the acts or omissions of an independent retailer, manufacturer, courier, insurer, payment provider, customs authority or other third party, including product defects, retailer decisions, courier delays or failures, customs delays, or the refusal of a third party to provide a refund, replacement, compensation or other remedy.

Where Shiphustle has undertaken to assist a customer with a complaint, refund, return, replacement, delivery issue, loss, damage or insurance claim, Shiphustle’s role is to use reasonable efforts to facilitate and pursue the matter. Such assistance does not make Shiphustle the insurer, manufacturer, retailer or carrier, and does not constitute a guarantee that a third party will provide a particular remedy.

Subject to any rights that cannot lawfully be excluded or limited, Shiphustle’s total liability arising from or relating to an affected order will not exceed the amount actually paid by the customer to Shiphustle in respect of that affected order.

Nothing in these Terms excludes or limits liability to the extent that such exclusion or limitation is prohibited by applicable law, or limits any statutory rights or remedies that cannot lawfully be excluded.

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14. Changes to Terms

Shiphustle may update these Terms from time to time to reflect changes to the platform, services, business practices or applicable legal requirements.

Where reasonably appropriate, we will notify users of material changes by email, in-app notification or another appropriate means. Continued use of the platform after the effective date of updated Terms constitutes acceptance of the updated Terms, subject to any rights provided by applicable law.

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15. Governing Law and Disputes

These Terms are governed by the laws of the Republic of South Africa, except to the extent that mandatory provisions of applicable law in another jurisdiction apply to a customer’s transaction or rights.

The parties will seek to resolve disputes in good faith before commencing formal proceedings. Subject to applicable law and any mandatory consumer-protection rights, disputes arising from these Terms or the use of the Shiphustle platform shall be subject to the jurisdiction of the competent courts of South Africa.

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