1. Cancelling a Booking

Customers may request cancellation of a confirmed booking by contacting Kol A Bakkie as soon as possible.

The time of cancellation will be determined according to when Kol A Bakkie receives the cancellation request.

Where possible, customers should provide their booking or reference number when requesting cancellation.

2. Cancellation Before a Transporter Has Been Assigned

Where a customer cancels a booking before a transporter has been assigned or committed to the trip, the customer will generally be eligible for a full refund of amounts paid toward the transport service.

Any non-refundable third-party transaction charges, if applicable and legally recoverable, will be communicated to the customer.

3. Cancellation After a Transporter Has Been Assigned

Once a transporter has accepted or been assigned to a booking, that transporter may have reserved vehicle capacity and declined other work in order to fulfil the booking.

A reasonable cancellation charge may therefore apply.

The amount will depend on factors including:
How much notice was provided;
Whether the transporter has already reserved capacity;
Whether the transporter has started travelling to the collection point;
Distance already travelled;
Costs already reasonably incurred;
The nature and value of the booking; and
Whether the reserved capacity can reasonably be allocated to another booking.

Any cancellation charge will be determined subject to applicable South African law.

4. Cancellation Before Collection

Where sufficient notice is provided before the scheduled collection and the transporter has not yet been dispatched, Kol A Bakkie will endeavour to minimise any cancellation charges.

Where costs have already been reasonably incurred in preparation for the booking, those costs may be deducted from any refund where permitted by law.

5. Late Cancellations

A cancellation made shortly before the scheduled collection may attract a higher cancellation charge because the transporter has reserved the relevant vehicle and time for the customer.

Kol A Bakkie will consider the circumstances of the booking when determining any applicable charge rather than automatically treating every late cancellation in the same manner.

6. Cancellation After Dispatch

Where the assigned driver or transporter has already departed for the collection location, the customer may be responsible for reasonable costs already incurred.

These may include reasonable travel, fuel, toll, waiting or other costs directly associated with the booking.

The circumstances of the cancellation will be considered before any charge is determined.

7. Driver Arrives but the Load Cannot Be Collected

A cancellation or failed collection may be treated as a late cancellation where the transporter arrives at the collection point but cannot reasonably complete the collection because:
The customer or authorised representative is unavailable;
The collection address provided is incorrect;
The goods are not ready for collection;
The goods materially differ from the information supplied when booking;
The selected vehicle is unsuitable because incorrect load information was supplied;
The goods cannot safely or legally be transported;
Reasonable access to the collection location is unavailable; or
The customer decides not to proceed with the transport.

Reasonable call-out, waiting, travel or cancellation charges may apply in these circumstances.

8. Changes to a Booking

Where possible, Kol A Bakkie will attempt to accommodate reasonable changes rather than requiring the customer to cancel and make a new booking.

Changes may include:
Collection or delivery date;
Collection time;
Collection or delivery address;
Vehicle type;
Load size;
Additional stops; or
Other transport requirements.

A revised quotation may be required where the change affects the cost or nature of the transport service.

A substantial change to a confirmed booking may be treated as a cancellation and new booking where the original transporter can no longer reasonably fulfil the amended requirements.

9. Cancellation by a Driver or Transporter

Once a driver or transporter accepts a confirmed booking, they are expected to fulfil the transport service in accordance with the agreed booking requirements.

If an assigned driver or transporter becomes unable to fulfil a confirmed booking, they must notify Kol A Bakkie as soon as reasonably possible.

Kol A Bakkie will endeavour to arrange a suitable replacement transporter. Where a suitable replacement cannot reasonably be arranged, the customer will be entitled to any refund or other remedy required under the applicable booking terms and South African law.

Customers will not be charged a cancellation fee where the cancellation results solely from the assigned driver's or transporter's inability to fulfil the booking.

A driver or transporter who cancels an accepted booking may, subject to the applicable Driver & Transporter Terms, be responsible for reasonable costs or losses directly resulting from the cancellation, including where applicable:
Additional costs reasonably incurred in securing replacement transport;
Customer refunds or credits attributable to the cancellation;
Reasonable administrative or operational costs incurred in resolving the cancellation;
and Other direct and reasonably demonstrable losses arising from the failure to fulfil the accepted booking.

The circumstances of the cancellation will be considered before any charge or other action is taken, including emergencies, vehicle breakdowns, accidents, safety concerns and circumstances genuinely outside the driver's or transporter's reasonable control.

Repeated cancellations, avoidable cancellations, late cancellations, failure to arrive for an accepted booking, or failure to notify Kol A Bakkie may result in restrictions, suspension or removal from the Kol A Bakkie network in accordance with the applicable Driver & Transporter Terms.

10. Cancellation by Kol A Bakkie

Kol A Bakkie may cancel or suspend a booking where reasonably necessary, including where:
The booking involves prohibited or unlawful goods;
The service cannot safely or legally be performed;
Materially inaccurate information was provided;
Payment requirements have not been met;
Fraud or misuse of the platform is reasonably suspected;
No suitable transporter is available; or
Circumstances beyond reasonable control prevent fulfilment of the booking.

Any refund or amount payable will be determined according to the reason for cancellation and applicable law.

11. Weather, Road Closures and Other Unforeseen Events

Transport services may be affected by events outside the reasonable control of the customer, transporter or Kol A Bakkie, including severe weather, road closures, accidents, civil disruption, natural disasters or other extraordinary circumstances.

Where reasonably possible, we will first attempt to reschedule or make alternative arrangements rather than cancel the booking.

Any refund or cancellation charge will be considered according to the circumstances and applicable law.

12. Refunds

Where a refund is due, Kol A Bakkie will process or facilitate the refund using the applicable payment method or another agreed method.

Processing times may vary depending on the bank, card provider, payment gateway or other financial institution involved.

The customer will be informed of any approved deductions from the refund where applicable.

13. No Automatic Forfeiture

Cancellation does not automatically mean that a customer forfeits the entire amount paid.

Any cancellation charge will be determined with regard to the circumstances of the cancellation, costs reasonably incurred, the transporter's ability to mitigate the loss and applicable South African consumer protection legislation.

14. Consumer Protection Act

This Cancellation & Refund Policy is intended to operate consistently with the Consumer Protection Act 68 of 2008 and other applicable South African legislation.

Nothing in this policy is intended to waive or limit any consumer right that cannot lawfully be waived or limited.

15. How to Cancel

To request a cancellation or booking change, contact Kol A Bakkie through the Contact Us page or the customer support channel provided with your booking.

Please provide:
Your name;
Booking/reference number;
Scheduled collection date;
Reason for cancellation or requested change; and
Any other relevant information.

We will confirm receipt of your request and advise you of any applicable cancellation charge, refund or next steps.

16. Changes to This Policy

Kol A Bakkie may update this Cancellation & Refund Policy as our platform and services develop.

The latest version will be published on our website with the date on which it was last updated.

Kol A Bakkie
South Africa
Simply Delivering.