Terugbetaling- en Kansellasiebeleid

This policy explains how cancellations, refunds and delivery work when you buy produce on The Farmer. The Farmer is operated by GettinDrikkieWithIt (Pty) Ltd. The farmer you order from is the seller of the produce, as set out in our Diensbepalings. Payments are taken by us through Paystack, so refunds are always paid by us, never by the farmer directly.

How an order works

1. You choose produce from a farm and place an order. You are not charged at this point.
2. The farmer accepts or declines your order.
3. Once the farmer accepts, you pay in the The Farmer app through Paystack.
4. You and the farmer arrange delivery or collection in the chat.

Cancelling an order

• Before the farmer accepts: cancel the order in the app, or email us. You have not paid, so there is nothing to refund.
• If the farmer declines: the order is closed and you are not charged.
• After you have paid: email hello@thefarmer.co.za with your order number, and let the farmer know in the chat. If your produce has not yet been picked, packed, slaughtered or cut for you, we cancel the order and refund you in full. If it has, a reasonable charge may apply. It will be no more than the farmer's actual loss on produce that cannot be sold to someone else, and we will tell you the amount before refunding the rest. There is no charge if you cancel because the person the order was for has died or been hospitalised.
• If the farmer cannot supply your order, or does not deliver it or have it ready for collection in time (see delivery below), you can cancel and get a full refund.
• Charged by mistake: if you are charged for an order that was cancelled or declined, or charged twice, we refund the full amount.

If something is wrong with your produce

If produce arrives spoiled or damaged, the quantity is short, or it is not what the listing described:

1. Tell us or the farmer as soon as you can, ideally within 48 hours of delivery or collection, with photos if you can. Fresh produce changes quickly, so the sooner it is reported, the easier it is to check.
2. You choose: a replacement from the farmer, or a refund for the affected items. Refunds are paid by us.
3. If you and the farmer cannot agree, email hello@thefarmer.co.za with your order number and any photos. We will look at what both of you send us and tell you within 5 working days how we will resolve it.

None of this limits your rights under the Consumer Protection Act, including if produce was unsafe or defective and you only find out later. If you are not satisfied with how we handle a complaint, you can take it to the Consumer Goods and Services Ombud or the National Consumer Commission.

Change of mind

• Fresh and perishable produce, such as vegetables, fruit, meat, dairy and eggs, cannot be returned because you changed your mind once it has been delivered or collected.
• Items that keep, such as honey, nuts, grains or seeds, you may cancel within 7 days of receiving them, without giving a reason. Return them and we refund you in full. You pay only the direct cost of returning them.

How refunds are paid

• Refunds go back to the card or account you paid with, through Paystack. If that fails, for example because the card has been cancelled, we will ask for your bank details and pay you by EFT. We do not refund in cash.
• A refund covers what you paid for the affected items. If nothing in the order was delivered, it also covers any delivery fee.
• Once a refund is confirmed, we aim to process it within 5 working days, and always within 30 days of the order being cancelled. Your bank then usually takes 3 to 10 working days to show it on your statement.

Delivery and collection

• Each farmer delivers or arranges collection themselves. The Farmer does not deliver orders.
• Any delivery fee is included in the order total you see before you pay.
• The farmer confirms a delivery or collection date with you in the chat. If no date is agreed, your order must be delivered or ready for collection within 30 days of the farmer accepting it. If it is not, you can cancel for a full refund.

Farm records tools

The farm records tools are free while The Farmer is in early access, so there is nothing to pay for and nothing to refund. If we introduce paid plans, we will publish their cancellation and refund terms here before anyone is charged.

Contact

For anything about a cancellation or refund, email hello@thefarmer.co.za with your order number. The Farmer is operated by GettinDrikkieWithIt (Pty) Ltd, registration number 2025/967752/07. See Oor The Farmer for our company details.