Last updated: 6 October 2026
This policy explains how cancellations, booking changes and refunds are handled for GearGo delivery bookings. It must be read with our Terms and Conditions. Nothing in this policy limits any right that cannot lawfully be limited under the Consumer Protection Act or other applicable South African law.
1. How to request a cancellation or change
Email bookings@geargo.co.za as soon as possible with your booking reference, customer name and the change requested. A request is only confirmed once GearGo has replied in writing.
2. Before the courier booking is processed
If you cancel before GearGo has created the courier booking or incurred third-party costs, we will refund the amount paid. If you ask to change the collection date, address, delivery address, parcel or service, we will try to update the booking without charge where no additional cost has been incurred.
3. After a waybill or courier booking has been created
Once the waybill has been issued or collection has been booked, the courier or payment provider may already have charged fees. A reasonable cancellation or administration charge may therefore be deducted from the refund, limited to the actual or reasonably incurred costs and subject to applicable law. We will explain any deduction.
4. After collection
A shipment cannot normally be cancelled once collected. Where an interception, return-to-sender or address correction is possible, all additional courier charges may be payable by the customer. Delivery charges already used are generally not refundable, except where required by law or where GearGo has failed to provide the paid service.
5. Failed or missed collections
If collection fails because the parcel is not packed, the waybill is not attached, the address or contact details are incorrect, prohibited goods are included, or nobody is available, rebooking and additional courier charges may apply. If collection fails due to the courier and not the customer, GearGo will arrange another reasonable collection date without charging a duplicate delivery fee.
6. Delays
The normal economy-service estimate is approximately 3–5 business days after collection. This is not a guaranteed delivery date. A delay alone does not automatically qualify for a refund where the service is still performed, but we will assist with tracing and escalation and will honour any remedy required by law.
7. Incorrect information and additional charges
Refunds may be reduced by reasonable additional costs caused by incorrect dimensions, weight, addresses, service classification or parcel information supplied by the customer. We will provide an explanation of material adjustments.
8. Insurance and damage claims
Insurance premiums and courier damage claims are handled separately from cancellation refunds. Optional cover is subject to the applicable insurer’s terms. Report loss or damage promptly with the booking reference, waybill, photographs and proof of value. Poor or unsuitable packaging may invalidate or reduce a claim.
9. Refund method and timing
Approved refunds are normally returned through the original payment method. GearGo will initiate an approved refund as soon as reasonably possible, but the time before it appears may depend on PayFast, the customer’s bank and any required verification. We will notify the customer when the refund has been initiated.
10. Duplicate or incorrect payments
If you believe you were charged twice or an incorrect amount, contact us with the booking reference and proof of payment. We will investigate and refund any verified overpayment.
11. Contact
Cancellation, change and refund requests must be sent to bookings@geargo.co.za.