Last updated: 31 October 2026

This refund policy applies to orders placed and paid through the H2O Mile app in South Africa. It forms part of our Terms and conditions.

1. Before payment

If you cancel while an order is still awaiting payment, no charge is completed and no refund is needed.

2. Customer cancellation before pickup

If your order has been paid but the driver has not yet collected it from the supplier branch, you may cancel in the app. When cancellation succeeds, we release reserved stock and initiate a full refund to the card or payment method used for that order.

Refunds are processed through Paystack. They usually appear within a few business days depending on your bank.

3. After pickup

Once the driver has picked up your order, it can no longer be cancelled in the app because delivery is in progress. Contact support@h2omile.co.za if something went wrong and we will review your case.

4. Supplier rejection or failed fulfilment

If a supplier rejects your order or an order cannot be fulfilled after payment, we will refund the amount you paid for that order or work with you on a suitable remedy as shown in the app or via support.

5. Card verification charge

When you add a payment card we may charge a small verification amount (for example R1.00) and refund it immediately after the card is verified.

6. Partial refunds and adjustments

Partial refunds may apply only where we or an administrator approve them (for example a agreed part-credit for a specific issue). These are recorded against your order in our system.

7. Refund failures

If an automatic refund cannot be completed, we mark the refund as pending and our team will follow up to complete it manually where possible.

8. Contact

Refund questions: support@h2omile.co.za with your order reference.