12to12 Market Terms and Conditions
Effective date: September 2026
1. About these terms
These Terms and Conditions govern your use of the 12to12 Market website and mobile application (together, the “Platform”). The Platform is operated by 12to12 Pty LTD, trading as 12to12 Market (“we”, “us” or “our”).
By creating an account, placing an order or booking a delivery, you agree to these terms. Read them together with our Privacy Policy, Cancellation and Refund Policy, and Delivery Policy, available on the Platform. If you do not agree, do not place orders or book services.
Nothing in these terms removes rights or remedies available under applicable South African law, including the Consumer Protection Act and the Electronic Communications and Transactions Act where they apply.
2. Our marketplace
12to12 Market connects customers with participating restaurants, kitchens, grocery stores, retailers, herbal product suppliers, pharmacies and delivery providers.
Unless the listing or checkout states otherwise, the merchant identified on your order supplies the products. The delivery provider identified for your booking supplies the delivery service. We facilitate ordering and booking through the Platform and may coordinate payment, delivery and customer support.
Merchants are responsible for accurate listings, lawful products and fulfilment of the orders they accept. Delivery providers are responsible for the services they accept. We remain responsible for our own services and any obligations imposed on us by law. Our role as a marketplace does not exclude those obligations.
3. Accounts and eligibility
You must be at least 18 years old and legally able to enter into the transaction, or act through an authorised adult. Anyone ordering for a business must have authority to do so.
Provide accurate contact details, delivery addresses and order instructions, and keep them updated. Protect your login details and tell us promptly if you suspect unauthorised access. You may not impersonate another person or use someone else's payment method without permission.
4. Products, prices and availability
Prices are displayed in South African rand (ZAR). Applicable VAT, delivery charges and other mandatory fees must be disclosed before you confirm your order. Any additional charge requires your agreement.
Products, menus and delivery availability may vary by merchant, location and operating hours. Images are illustrative, but products must still correspond with their descriptions and applicable legal standards.
If an item is unavailable or a material listing error is discovered, we will contact you about the available options. We will not substitute an item or change an agreed price without your approval. If the affected item cannot be supplied, the amount paid for it will be refunded, together with any related charges that are no longer justified.
5. Orders and payments
You can review and correct your order before submitting it. An acknowledgement of receipt does not necessarily mean the merchant or delivery provider has accepted it. The Platform will communicate acceptance or rejection.
Payment methods available for your order appear at checkout. Cash on delivery, where offered, may be subject to an order-value limit. Use only payment methods you are authorised to use.
Online payments are handled through the payment providers identified during checkout. Payment-data handling is described in our Privacy Policy and the relevant provider's terms. Do not send card numbers or banking passwords through customer-support messages.
6. Delivery and collection
Delivery is available within the service areas and operating hours displayed on the Platform. Estimated delivery times may change because of preparation time, traffic, weather or other operational conditions. We will communicate material delays where reasonably possible.
Provide a complete address, a reachable phone number and necessary access instructions. Arrange for yourself or an authorised recipient to accept delivery.
Contact support promptly if you need to change the address. Changes depend on the order's status and service coverage. Any revised fee must be disclosed and agreed before the change is made.
If delivery cannot be completed, we will assess the reason and available options, including another attempt, return or cancellation. Customer-caused failed deliveries may attract reasonable, disclosed costs. Refunds will be assessed according to the circumstances and applicable law; a failed delivery does not automatically count as successful delivery.
7. Cancellations, returns and refunds
Request cancellation as soon as possible through the Platform or customer support. Options depend on the product, the progress of preparation or dispatch, and applicable law.
Prepared meals, perishable goods and certain other products may be excluded from a change-of-mind return or cooling-off right. This does not remove rights relating to defective, unsafe, incorrect or undelivered goods.
Report missing, damaged, incorrect or unsatisfactory items promptly and provide your order number and supporting information where available. We will help route and resolve the complaint with the relevant supplier. A request for prompt reporting does not shorten statutory rights.
Where an applicable electronic-transaction cooling-off right applies, eligible consumers may cancel within seven days after receiving goods, or after concluding a services agreement, subject to statutory exceptions. Only the direct cost of returning goods may be charged under that right, and qualifying refunds must be made within 30 days of cancellation.
We or the supplier may cancel an order where fulfilment is impossible, the address is outside the delivery area, payment fails, or there is a reasonable basis to suspect fraud. We will notify you and refund amounts paid for goods or services not supplied, subject to any lawful adjustment.
8. Food, herbal products and pharmacy items
Check product descriptions, ingredients, allergen information and handling instructions. Contact the merchant before ordering if you need information about dietary requirements or potential allergens.
The Platform does not provide medical advice. Herbal or natural products are not guaranteed to be safe or suitable for everyone. Seek advice from a qualified healthcare professional where needed.
Medicines must be supplied by appropriately authorised providers. Prescription medicines require a valid prescription and any checks required by the dispensing pharmacy. Availability, returns and delivery depend on the product and applicable requirements. Products must not be advertised or supplied unlawfully.
9. Parcel bookings
Provide accurate collection and delivery details and disclose the parcel's contents, size, weight and any special handling needs. Package it suitably for transport.
Do not book transport for unlawful goods, cash, weapons, hazardous substances or items prohibited by the delivery provider. Restricted, fragile, high-value or temperature-sensitive items require the provider's express acceptance.
Any service limits, declared-value rules or optional cover must be disclosed before you confirm the booking. Do not assume a parcel is insured unless cover is expressly confirmed.
10. Acceptable use and reviews
Do not misuse the Platform, commit fraud, threaten users or providers, post unlawful content, infringe intellectual property, collect personal information without authority, or interfere with security or operations.
Reviews must reflect genuine experiences. We may remove unlawful, abusive, misleading or irrelevant content. We may restrict accounts where reasonably necessary to address misuse, explaining the reason where appropriate and allowing a review through support. Restrictions do not remove valid refund or complaint rights.
11. Personal information
We process personal information for purposes described in our Privacy Policy, including operating accounts, fulfilling orders, arranging deliveries and resolving complaints. Relevant information may be shared with merchants, delivery providers and payment providers as needed for those purposes.
Our Privacy Policy explains how to exercise applicable rights under the Protection of Personal Information Act (POPIA), contact us about privacy and manage marketing preferences.
12. Responsibility and service interruptions
We take reasonable steps to maintain the Platform and address service problems. Access may occasionally be interrupted for maintenance or reasons outside our reasonable control.
We do not exclude responsibility that cannot lawfully be excluded, including liability for gross negligence or applicable product-safety obligations. Responsibility for a particular issue depends on the services supplied, the circumstances and applicable law. Delivery does not automatically end all responsibility or extinguish your rights.
13. Changes and disputes
We may update these terms and will display the revised version and effective date. Material changes will be communicated reasonably in advance where practicable. Changes will not retrospectively remove rights attached to existing orders.
South African law governs these terms. Contact support first so we can try to resolve your complaint. You retain the right to approach a competent court, applicable ombud, regulator or other lawful dispute-resolution body.
Draft completion note — remove before publication: Complete the placeholders and confirm that the supplier identities, order-acceptance process, payment handling, delivery arrangements and linked policies match the actual service. Obtain South African legal review before publishing, especially for pharmacy supply, parcel restrictions and the required electronic-commerce disclosures.