Customer Terms and Conditions

For purchases made through the SoWhereTo>Access website or app

Draft operational policy for publication and legal review. It should be read together with the Shipping Policy, Returns and Refund Policy, and Privacy Policy.

1. About these Terms

These Terms govern access to and use of SoWhereTo>Access, including purchases made from verified Brand Owners through the platform. The platform is operated by SoWhereTo Access (Pty) Ltd, registration number 2026/224849/07.

By creating an account, placing an order, clicking acceptance, or continuing to use the platform, you agree to these Terms. Nothing in these Terms limits rights that cannot lawfully be excluded under South African law.

2. Our marketplace model

SoWhereTo>Access provides a digital marketplace through which customers can discover and purchase goods or services offered by verified Brand Owners.

The relevant Brand Owner is the supplier of the product and remains responsible for product quality, accuracy, availability, packaging and direct fulfilment. SoWhereTo>Access facilitates the marketplace experience, payment processing, order communication, customer support, and coordination of complaints, returns and refunds.

3. Accounts and customer information

You must provide accurate, current and complete information. You are responsible for keeping your login details secure and for activity conducted through your account.

Personal information is processed in accordance with the Privacy Policy. Brand Owners receive only information reasonably necessary to fulfil an order and may not use it for unrelated marketing.

4. Products, pricing and availability

Product descriptions, prices, images, stock status and expected fulfilment times are supplied or approved by the relevant Brand Owner. We take reasonable steps to review listings but cannot guarantee that every display is error-free.

Prices are shown in South African rand unless stated otherwise. Delivery charges, applicable platform fees and any other mandatory charges payable by the customer will be disclosed before payment.

An order may be declined or cancelled where stock is unavailable, information is materially incorrect, payment is not authorised, fraud is suspected, delivery is not reasonably possible, or the transaction would be unlawful. Where payment has already been received, an appropriate refund will be arranged.

5. Orders and acceptance

Submitting an order is an offer to purchase. An automated acknowledgement does not necessarily mean that the order has been accepted.

The order is accepted when payment is confirmed and the order is released to the Brand Owner for fulfilment. You will receive order and delivery communications through the contact details supplied.

6. Payment

Payments are processed through approved third-party payment providers, including Payfast where available. SoWhereTo>Access does not ordinarily store complete payment-card details.

A payment may be subject to verification, fraud screening, reversal, refund or chargeback procedures imposed by the payment provider or financial institution.

7. Delivery

Brand Owners dispatch directly to customers using a trackable delivery method, unless a product page states another arrangement.

Estimated dates are not guarantees. Delivery may be affected by production periods, courier networks, public holidays, remote-area access, weather, customs or events outside reasonable control.

The Shipping Policy forms part of these Terms.

8. Returns, cancellations and refunds

Returns, cancellations, defective goods, incorrect goods and refunds are handled under the Returns and Refund Policy and applicable law.

Refunds are generally processed to the original payment method and may not exceed the amount originally paid for the affected transaction.

9. Customer support

Customers should direct order enquiries, complaints, cancellation requests, return requests and refund requests to SoWhereTo>Access at support@sowheretoaccess.com.

We may obtain information from the Brand Owner, courier or payment provider and may connect the parties where necessary to resolve an active order.

10. Acceptable use

Do not use the platform unlawfully, fraudulently or in a way that interferes with its operation.

Do not submit false claims, abusive content, malicious code or unauthorised payment information.

Do not misuse another person’s account or personal information.

11. Intellectual property

The platform, software, design and original platform content belong to SoWhereTo Access (Pty) Ltd or its licensors. Brand names, product content and related intellectual property belong to the relevant Brand Owners or rights holders.

You may use the platform only for lawful personal or business purchasing purposes and may not copy, scrape, reproduce or commercially exploit platform content without permission.

12. Reviews and user content

Where reviews or other content are enabled, you must provide honest, lawful and relevant content. We may moderate or remove content that is misleading, abusive, unlawful, irrelevant or infringes another person’s rights.

13. Liability

We do not exclude or limit liability where doing so would be unlawful. Subject to that limitation, neither SoWhereTo>Access nor a Brand Owner is responsible for indirect or consequential loss that was not reasonably foreseeable.

Nothing in these Terms removes a customer’s statutory rights concerning unsafe, defective, poor-quality or incorrectly supplied goods.

14. Suspension and termination

We may restrict or terminate access where necessary to protect customers, Brand Owners, the platform or legal compliance. Outstanding valid orders, refunds and legal obligations will continue to be handled after account closure.

15. Changes to these Terms

We may update these Terms to reflect legal, operational, security or service changes. Material changes will be communicated through the platform, website or registered contact details. The version displayed at the time of a transaction applies to that transaction unless the law requires otherwise.

16. Governing law and complaints

These Terms are governed by the laws of the Republic of South Africa.

Contact us first at support@sowheretoaccess.com. This does not prevent a customer from approaching an appropriate consumer body, regulator, ombud or court.

17. Company details

SoWhereTo Access (Pty) Ltd, trading as SoWhereTo>Access

Registration number: 2026/224849/07

Registered-office details are available upon lawful or reasonable request.

Email: hey@sowheretoaccess.com

Telephone: +27 60 846 6708