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Refund policy

Cancellations, rescheduling & refunds

This policy applies to transport jobs booked with Load and Go Logistics (Pty) Ltd (registration number 2025/864432/07), trading as Load & Go Logistics. You have the right to cancel a booking made in advance. Any cancellation charge must be reasonable, and there is never a cancellation fee when a booking cannot be kept because of a death or hospitalisation (section 17 of the Consumer Protection Act).

  • 24 hours or more before the booked collection time: no cancellation charge. We refund everything you paid.
  • Less than 24 hours before, and the vehicle has not left: a reasonable, justifiable fee that covers only costs we have already incurred or cannot reasonably recover. We refund the rest.
  • The vehicle is already on its way or at your address: the reasonable cost of the trip already made. We refund the rest.
  • Death or hospitalisation: no cancellation fee, and a full refund.
  • If we cancel, or cannot do the job: you choose a new date or a full refund.

Cancelling a booking

  1. 24 hours or more before the booked collection time. There is no cancellation charge, and we refund everything you paid, including any deposit.
  2. Less than 24 hours before the booked collection time, before the vehicle has left for your collection. We may charge a reasonable, justifiable cancellation fee. It covers only costs we have already incurred or cannot reasonably recover, such as a vehicle and driver set aside for your job that we cannot rebook in time. We do not charge a fixed cancellation percentage. We take into account how much notice you gave, whether we can rebook the vehicle and driver for that time, and the kind of job. If cancelling has not cost us anything, we charge nothing. We tell you the fee in writing and refund the rest of what you paid.
  3. After the vehicle has left for your collection. We charge the reasonable cost of the trip already made, worked out on the same basis as your quote (the distance travelled, tolls and time), plus any costs we have already paid out for your job and cannot recover, such as accommodation booked for a long-distance trip. We refund the rest. We do not keep the full price just because the vehicle has left.

To cancel, tell us by WhatsApp on 067 419 3563 or by email to info@loadandgo.co.za, with your booking details. The time we receive your message is the time of cancellation. If you phone us to cancel, we will confirm in writing, and the time of your call counts.

Death or hospitalisation

If you cannot keep a booking because the person it was made for, or for whose benefit it was made, has died or been hospitalised, we charge no cancellation fee and refund everything you paid, whenever you cancel. We may ask for reasonable proof, such as a death notice or a hospital letter.

Moving a booking to another date

  • 24 hours or more before the booked collection time: there is no charge to move your booking, subject to vehicle and driver availability on the new date. What you paid carries over. If the new date changes the price (for example a weekend or public holiday), we tell you before we confirm it.
  • Less than 24 hours before: we will still try to move it, subject to vehicle availability. We may charge only the reasonable costs the late change causes us and cannot recover, worked out in the same way as a cancellation.

When the job cannot go ahead on the day

Sometimes a job cannot go ahead when the vehicle arrives: nobody is there to hand over or receive the load, access is blocked, or the load is not as described and cannot be carried safely or legally on the vehicle we sent. We will first try to sort it out with you, for example with an updated quote. If the job still cannot go ahead, it is treated as a cancellation after the vehicle has left (point 3 above).

If we cancel or cannot do the job

If we cancel your booking, or cannot do the job on the confirmed date because of a problem on our side, there is no charge to you. You choose: a new date, or a full refund of what you paid for that job. If an unavoidable delay comes up, we will tell you as soon as we know about it.

Deposits and payment in advance

Local jobs are paid in full before we send the vehicle, unless we have agreed otherwise in writing. Long-distance jobs need a 75% deposit before we send the vehicle, with the remaining 25% due on delivery. If you cancel, we refund what you paid less only the charge that applies under this policy. A deposit is never forfeited in full just because you cancel.

If our service falls short

If we do not do the job in the way and to the standard you are entitled to expect, tell us. We will put it right where we can, for example by completing the delivery, or refund a reasonable part of the price, depending on how far the service fell short. For loss of or damage to goods, see our responsibility for your goods in our terms of service.

Cooling-off period

The 7-day cooling-off right in section 44 of the Electronic Communications and Transactions Act does not apply to transport services booked for a specific date or period (section 42(2)(j)). You can still cancel under this policy.

If you ever buy something from us online that is not a transport service for a specific date or period, you may cancel it within 7 days without a reason or penalty, as section 44 allows, and we refund you in full within 30 days of the cancellation.

How refunds are paid

  • EFT and cash payments: refunded by EFT to the bank account you give us in writing.
  • Credit card payments made through a payment link: refunded through our payment provider to the card you paid with.
  • Instant EFT, debit card and other payments made through a payment link: our payment provider cannot always refund these to the account or card you paid from. Where it cannot, we ask you for your bank details in writing and refund you by EFT.
  • We start your refund as soon as we can, and no later than 30 days after the cancellation. After that, banks usually take a few business days to show it: about 2 to 3 business days for an EFT, and up to 10 business days for a card refund. We tell you when we have sent it.

Business accounts and scheduled transport

Single bookings on a business account follow this policy unless the written account terms say otherwise. Scheduled or recurring arrangements end on the notice agreed in writing for that arrangement. Where the Consumer Protection Act applies to a business customer, no account or arrangement terms take away its rights under the Act. See business customers in our terms of service.

Questions

Contact us on WhatsApp at 067 419 3563 or by email at info@loadandgo.co.za. Our full terms are in our terms of service, our company details are on our company and legal information page, and goods we cannot carry are listed on dangerous goods and prohibited items.

Last updated: 22 October 2026