CARTOVA WEBSITE TERMS AND CONDITIONS

Last updated: [15/10/2026]

Website: [www.Cartova.co.za]

1. Introduction

These Terms and Conditions apply to your use of Cartova’s website, mobile site, app, online store and related services.

By creating an account, browsing our website, placing an order, making a payment, submitting a review, requesting a return, or otherwise using our services, you agree to these Terms and Conditions and to our related policies, including our:

If you do not agree to these terms, please don’t use our website or place orders with us.

Our PAIA Manual, which explains how you can request access to records we hold, is available separately — see Clause 26.

2. About Cartova

Cartova is an online shopping platform operated by Cartova (Pty) Ltd, trading as Cartova.

You can browse, order and purchase selected products through our website for delivery within our available delivery areas. Product availability, delivery options, delivery fees and delivery timeframes may vary depending on your location, the product ordered, stock availability and Cartova’s operational capacity.

Cartova’s company and contact details are set out at the end of these Terms and Conditions.

3. Where we deliver

Cartova currently delivers to selected areas within the Western Cape, including selected suburbs in and around Cape Town.

Delivery availability depends on your exact address, product availability, parcel size, delivery route, courier availability and Cartova’s operational capacity.

We cannot guarantee delivery to every address. Delivery eligibility will be confirmed when you enter your delivery address at checkout. If your address falls outside our available delivery area, you may not be able to complete your order.

If an order is mistakenly accepted for an address we cannot service, we may cancel the order and refund you to your original payment method, wherever reasonably possible.

We may add, remove or adjust delivery areas from time to time.

See our Shipping and Delivery Policy for full details.

4. Your Cartova account

You’ll need a Cartova account to place orders, track deliveries, manage returns, view your order history, and get customer support.

You can create an account during checkout. Please make sure the information you give us is accurate, current and complete.

You’re responsible for keeping your login details confidential and for all activity on your account. We may suspend, restrict or terminate your account if we reasonably suspect fraud, misuse, false information, payment risk, return abuse, or a breach of these terms.

5. Product information

We take reasonable care to make sure product information — images, prices, availability, specifications and descriptions — is accurate.

That said, product images may look slightly different from the actual item due to screen settings, supplier photography, packaging updates, lighting, or batch variations.

Please read the product description, size, specifications, compatibility, ingredients, usage instructions, warnings and return exclusions carefully before ordering.

6. What we sell

Cartova may offer a range of selected products for sale through the website. Product availability may vary from time to time and may depend on stock, supplier availability, delivery area and operational capacity.

Certain products may be subject to specific conditions, warnings, age restrictions, delivery limitations, warranty terms or return exclusions. Please read the product description and any product-specific information before placing an order. Some categories have stricter return rules due to hygiene, safety, perishability, warranty terms, or other legal requirements. See our Returns, Refunds and Exchanges Policy for category-specific rules.

7. Prices

All prices are shown in South African rand unless stated otherwise.

We may update prices, promotions, delivery fees, and product availability at any time before your order is accepted or processed.

8. Pricing errors

We take reasonable care to keep our prices accurate, but mistakes can happen.

If a product is listed at an incorrect price due to an obvious or technical error, we may correct the error, notify you, cancel the affected order, refund any amount you’ve paid, or offer you the chance to buy the product at the correct price — where the law allows this.

Examples include a clear decimal-point error, a system glitch, an incorrect promo code discount, or a price that’s obviously not commercially realistic.

9. Placing an order

Your order is placed once you’ve completed checkout and payment has been confirmed.

For card, Payfast, Yoco, and other online gateway payments, this means the payment gateway has confirmed the transaction was successful. This confirmation typically happens within seconds of payment.

For manual EFT, this means the funds have actually reflected in Cartova’s bank account. A proof of payment or bank transfer confirmation on its own is not sufficient — see Clause 14.

We may accept, reject, cancel, verify, or place your order on hold where necessary, including where:

stock is unavailable;
your payment has not cleared or has been flagged as suspicious;
the product price or description contains an obvious error;
your delivery address is outside Cartova’s delivery area;
the order appears fraudulent;
you have provided incorrect information;
the order cannot be fulfilled for operational reasons; or
you have breached Cartova’s policies.

10. Minimum Order Value

Cartova may apply a minimum order value to orders placed on our website. Any minimum order value that applies is shown at checkout before you pay. If your order does not meet it, you may need to add more items before you can complete your order.

The minimum is based on the value of the products in your cart and does not include delivery fees or other charges, unless we say otherwise.

We may change or remove the minimum order value at any time. A change applies to future orders only and does not affect an order you have already placed.

See our Promotions, Coupons and Voucher Terms for how order minimums may apply to specific promotions.

11. If a product becomes unavailable

Products are subject to availability. If an item you’ve paid for becomes unavailable, we may:

cancel that item and refund you;
cancel the full order and refund you;
offer a suitable substitute;
delay fulfilment, if you agree; or
dispatch the items we do have and refund you for the rest.

We will never force a substitute product or store credit on you without your agreement. Refunds go back to your original payment method wherever reasonably possible.

12. Cancelling your order

You may request cancellation of your order before it has been processed, packed, dispatched, handed to a courier, or sourced from a supplier.

Because Cartova may begin processing orders after our daily administrative cut-off time, we cannot guarantee cancellation once fulfilment has started.

Where possible, cancellation requests should be submitted before our daily cut-off time shown on the website, at checkout, or in your order communication.

If your order can no longer be cancelled, our Returns, Refunds and Exchanges Policy may apply instead.

Special-order, personalised, customised, clearance or non-returnable items may not be cancellable once processing has started, except where the law requires otherwise.

13. If we need to cancel your order

We may cancel an order if, for example:

your payment fails, is reversed, or doesn’t clear;
the product is unavailable;
delivery isn’t possible;
the order looks fraudulent or suspicious;
you’ve given us incorrect information;
the product was listed with an obvious pricing error;
we’re unable to lawfully or practically fulfil the order; or
you’ve breached one of our policies.

If we cancel your order after you’ve paid, we’ll refund you — unless we’re legally entitled to deduct reasonable costs.

14. Payment methods

Cartova may accept payment through approved payment methods displayed at checkout from time to time. These may include card payments, Instant EFT, manual EFT, payment gateways, and other approved payment methods.

Card and Instant EFT payments
Card and Instant EFT payments are processed through Cartova’s approved third-party payment providers. Orders paid by card or Instant EFT may be processed once Cartova receives successful payment confirmation from the payment provider, subject to stock availability, fraud checks, and order verification.

Manual EFT payments
Where manual EFT is offered, your order will only be processed once the full payment has cleared and reflects in Cartova’s bank account. Proof of payment alone does not constitute payment confirmation and does not oblige Cartova to process, reserve, or dispatch your order. If payment does not reflect within the payment period shown at checkout, we may cancel your order.

Payment verification
Cartova may delay, suspend, or cancel your order if payment fails, is reversed, is disputed, is flagged by a payment provider, appears suspicious, or may be fraudulent. Cartova may request additional verification before processing or dispatching your order.

Reversed or disputed payments
If a payment for your order is reversed or disputed after we have processed or dispatched it, we may cancel the order, ask you to pay the amount owing or return the goods, and suspend your account while we investigate.

See our Payment Policy for details.

Refunds
Approved refunds are processed in accordance with Cartova’s Payment Policy and Returns, Refunds and Exchanges Policy.

15. Buy Now Pay Later

If we offer Buy Now Pay Later options in future, those payments will be governed by the relevant third-party provider’s own terms, approval process, and repayment obligations.

We are not responsible for your approval, any declined application, your repayment schedule, late fees, credit decisions, or your obligations to that provider.

16. Delivery

Delivery is governed by our Shipping and Delivery Policy.

Delivery fees are shown or calculated at checkout and may depend on your address, delivery zone, delivery method, parcel size, product type, courier availability, and other logistics factors.

17. Returns and refunds

Returns, refunds and exchanges are governed by our Returns, Refunds and Exchanges Policy.

We’ll always look after you where a product is wrong, damaged, defective, missing parts, or not as described. At the same time, we reserve the right to decline returns that are abusive, fraudulent, late, used, opened, incomplete, or otherwise excluded, where the law allows.

18. Product reviews

You may submit product reviews where this feature is available.

We may moderate, edit, reject, or remove reviews that are false, misleading, abusive, offensive, unlawful, defamatory, spam, irrelevant, promotional, fraudulent, competitor-driven, privacy-invasive, or not based on a genuine customer experience.

Reviews reflect the views of individual customers, not Cartova. See our Product Reviews Policy for more detail.

19. Promotions, vouchers and coupons

Promotions, vouchers, coupons, discount codes and special offers are subject to the terms displayed with each promotion, and to our Promotions, Coupons and Voucher Terms.

We may withdraw, amend, limit, or cancel a promotion where necessary — for example, in cases of error, abuse, fraud, limited stock, or a technical issue.

20. Acceptable use

When using our website, you agree to follow our Acceptable Website Use Policy, which sets out what you may and may not do on our platform (for example, rules around fraud, fake reviews, and unauthorised access).

We may suspend, restrict or terminate your account if you breach this policy.

21. Intellectual property

The Cartova name, logo, website design, packaging concepts, images, text, product descriptions, brand assets, graphics, and platform content belong to Cartova or its licensors, unless stated otherwise.

You may not copy, reproduce, modify, distribute, sell, or otherwise use our intellectual property without our written permission.

22. Limitation of liability

We use reasonable care in providing our website, products, delivery arrangements, and customer support.

To the extent the law allows, we won’t be liable for indirect, incidental, special, or consequential loss — including loss of profit, loss of data, loss of business, delivery delays outside our reasonable control, website downtime, or courier or third-party service failures.

Nothing in these terms takes away any rights you have under consumer protection law that cannot lawfully be excluded.

You agree to indemnify, defend, and hold harmless Cartova (Pty) Ltd, its directors, partners, and team members from any claims, damages, or expenses arising from your use of the website, any technical disruptions or third-party interventions beyond our control, or any incorrect address information provided during checkout.

23. Events beyond our control

We won’t be held liable for delays or failures caused by events outside our reasonable control — including courier delays, strikes, load shedding, power failures, system outages, severe weather, road closures, civil unrest, supplier delays, public holidays, fuel shortages, pandemics, or government restrictions.

24. Changes to these terms

We may update these Terms and Conditions from time to time. The latest version will always be published on our website.

If you continue using our website after an update is published, this means you accept the updated terms.

25. Governing law

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

26. Company and Contact details

The website is owned and operated by:

Legal entity: Cartova (Pty) Ltd

Trading name: Cartova

Company registration number: 2026/718506/07

Business hours: 08:00 to 17:30, Monday to Friday, South African time

See our Complaints and Customer Support Policy for how we handle and escalate queries.