CARTOVA PAYMENT POLICY
Last updated: [15/10/2026]
1. Accepted payment methods
We accept payment through the approved methods shown at checkout, which may change from time to time.
We currently accept Payfast, Yoco, manual EFT, and Instant EFT. We may add other payment methods, gateways, or Buy Now Pay Later options in future, as shown at checkout.
2. When your order is processed
We only process your order once payment has been confirmed.
- For card payments, online gateways, and instant payment methods, confirmation comes from the relevant payment provider.
- For manual EFT, your funds must actually reflect in Cartova’s bank account before we process your order.
3. Manual EFT payments
A proof of payment on its own doesn’t confirm your payment — we only process your order once the funds have cleared and reflect in our account.
If payment doesn’t reflect within the required period stated at checkout, we may cancel your order.
If your payment reaches us after your order has been cancelled, we will refund it to the account it came from. If you agree and the products are still available, we can reinstate your order instead.
4. Payment fees
We don’t generally charge a separate payment processing fee unless this is clearly stated at checkout.
We may charge other fees — such as delivery, handling, or redelivery fees — where these are permitted by law and clearly disclosed to you before you complete your order.
5. Fraud checks
We may hold, verify, or cancel your order if your payment fails, is reversed, is disputed, appears fraudulent, or is flagged by our payment provider.
We may ask you for additional verification before dispatching your order.
6. Reversed or disputed payments
If a payment for your order is reversed, recalled, charged back or disputed (for example through your bank or card issuer) after we have processed or dispatched your order, we may:
- treat the order as unpaid and cancel it;
- ask you to pay the amount owing again, or to return the goods;
- suspend or restrict your account while we investigate;
- recover from you any fees or costs we incur because of the reversal, where the law allows; and
- share relevant information with our payment provider, our bank and, where the law requires, the authorities, to investigate suspected fraud.
If there is a problem with your order, please contact us through our Contact Us and Help Centre first so we can fix it quickly. Raising a genuine dispute with your bank is your right, and we won’t penalise you for it. If a dispute is made dishonestly, for example by claiming you did not receive an order that was delivered, we may take the steps above.
Nothing in this clause limits your rights under consumer protection law.
7. Refunds
Approved refunds are processed back to your original payment method, wherever this is reasonably possible.
How long a refund takes may depend on our inspection process for returned items and on how quickly your bank or payment provider processes the refund on their end.
See our Returns, Refunds and Exchanges Policy for the full refund process and timelines.
8. Third-party payment providers
The payment providers we use, such as Payfast and Yoco, are independent third parties, not part of Cartova.
When you pay through one of these providers, you may also need to comply with that provider’s own terms and conditions, security requirements, and verification processes.
9. Saved card details
We do not store your full card details on our systems. Card payments are processed securely by our third-party payment providers.
If we offer a “save my card” option in future, this will be handled through secure tokenisation by the payment provider — Cartova will not hold your raw card information.
See our Privacy and Cookie Policy for more on how payment information is handled.
10. Currency
All payments are processed in South African rand (ZAR), unless otherwise stated at checkout.
11. Contact us
For payment queries, failed payments, manual EFT questions, refund-payment queries or payment verification issues, please contact us through the Contact Us page or Help Centre on the Cartova website.
Please choose the relevant payment option and include your order number, payment reference and a short description of the issue so that we can assist you as quickly as possible.
Business hours: 08:00–17:30, Monday to Friday, South African time.