Shipping & Delivery Policy

1.1 This Policy explains how goods are shipped and delivered on the Platform: the delivery methods available, what Sellers must do to dispatch, how tracking works, delivery timeframes, when risk passes, and what happens if an item is delayed, lost or damaged in transit. It applies to cash purchases and to SWXP swaps.

1.2 Deliveries are within the Republic of South Africa only, and the Platform operates in the Western Cape at launch. Our integrated carriers have national reach, so coverage extends as the Platform opens further provinces and cities.

1.3 Words defined in the Terms of Service have the same meaning here. When a Buyer may return is governed by the Returns Policy; refund timing and who ultimately bears a refund are governed by the Refund and Cancellation Policy; the mechanics of return shipping, and how Sellers are charged for it, are in section 5 of this Policy. We use the term INAD (item not as described) consistently across the Terms and the other policies.

2.1 You choose after the deal, not at listing. A Seller enables one or more delivery methods on a Listing. The Buyer (or, in a swap, each party for their incoming item) chooses the delivery method and the pickup point after the deal is struck, not when the Listing is created or the Offer is made. The Seller does not ship to a fixed address entered at listing time; the Seller ships to the point the Buyer confirms.

2.2 Courier services only, no meet-ups. All deliveries run through the Platform’s integrated carriers. In-person meet-ups or hand-to-hand collection directly from a Seller are not offered. This keeps every transaction inside the Platform’s escrow, tracking and protection, and reduces off-platform leakage. Arranging delivery off the Platform removes all buyer protection and is grounds for suspension (clause 15.2).

2.3 The methods available for a given item, and their prices, are shown at the delivery confirmation step before you commit, as required by ECTA section 43.

3.1 The Courier Guy — Locker and Kiosk. A self-service smart-locker network, available 24/7. The Seller deposits the parcel at their chosen locker using a PIN generated in-app; the Buyer collects with a collection code (released after Seller drop-off for a cash sale, or after both parties have shipped for a swap). The deposit PIN is valid for 5 days from generation; if the Seller does not deposit within 5 days the delivery is cancelled automatically. Tracking is automated by carrier webhook.

3.2 Pargo — Store-to-Store. Drop-off and collection at Pargo partner retail points (for example Clicks and Pick n Pay). The Seller presents a PIN and their ID at the counter; the Buyer collects with their ID. Points have set opening hours, shown on the in-app map. Tracking is automated by carrier webhook.

3.3 Paxi — PEP Store. Drop-off and collection at PEP stores nationwide. The Seller receives a token in-app and PEP staff process the shipment into a Paxi bag; the Buyer collects at their chosen PEP store. Paxi is generally the most affordable option. Tracking is automated by carrier webhook.

3.4 PostNet — PostNet-to-PostNet. Drop-off and collection at PostNet branches, where staff prepare the waybill at the counter. Where PostNet does not provide real-time drop-off confirmation, the Seller uploads a photo of the PostNet receipt in-app as proof of shipment. Tracking is by carrier feed where available and by manual proof upload as a fallback.

3.5 Aramex — Store-to-Door. The only door-to-door method. The Seller buys an Aramex sleeve at a drop-off point and links its waybill in-app before drop-off; the item is delivered to the Buyer’s confirmed saved address, and a signature is required on receipt. If no one is available to sign, Aramex makes further attempts under its own policy and then holds the parcel at the nearest depot for collection. Tracking is automated by carrier webhook.

3.6 What counts as shipment. An order is treated as shipped only when the carrier sends a drop-off confirmation (The Courier Guy, Pargo, Paxi, Aramex) or, for PostNet, when the Seller uploads photo proof of acceptance. Generating a code, booking a collection, or buying a sleeve is not shipment; physical drop-off is.

4.1 The Seller must complete carrier drop-off within 5 days of payment (for cash purchases and offers) or of Phase 2 activation (for swaps). This is the shipping window. Day 3 and Day 5 reminders are sent before the window closes.

4.2 If the Seller does not complete drop-off within the shipping window, the order is automatically cancelled, the Buyer is refunded in full, and the Seller receives a trust strike (clauses 10.4, 16). Shipment is judged by clause 3.6, not by code generation.

5.1 The delivery cost is quoted at the delivery confirmation step and paid by the Buyer, and is separate from the buyer protection fee or swap protection fee. It is paid to the carrier from the point the delivery is instigated; the Seller never receives the delivery cost component.

5.2 If the Seller does not ship, the Buyer is refunded in full including the delivery cost, and the Seller bears the lost delivery: a Seller who fails to dispatch does not recover the delivery already committed to the carrier. Where there are no held funds to absorb that cost, it is charged as set out in clause 5.5.

5.3 The delivery cost is refunded to the Buyer in full where the order is cancelled before shipping or an INAD claim is upheld. Outbound delivery is not refunded on a change-of-mind return; the Refund and Cancellation Policy governs who bears return postage.

5.4 Return shipping on an upheld claim. Where a Buyer Protection claim (INAD, damaged, or not received) is upheld, the seller arranges the return through an integrated carrier in the return flow on the SWIPSWXP Platform and issues the return label or collection code; the Buyer does not arrange or pay for the return. The return-shipping cost is borne by the at-fault Seller and is recovered from escrow: it is deducted from the Seller’s held funds for that transaction before any payout.

5.5 How a Seller is charged when held funds are short. Where the Seller’s held funds for a transaction do not cover a return-shipping cost (clause 5.4) or a lost-delivery cost (clause 5.2), SWIPSWXP pays the carrier and recovers the shortfall from the Seller: it is deducted from the Seller’s held proceeds, or where those are insufficient carried as a negative balance and deducted automatically from the Seller’s next payout. A Seller cannot withdraw around an outstanding negative balance, receives a trust strike for the failure, and may contact support@swipswxp.com about a charge.

5.6 No contracting out of returns. A Seller’s “No returns” or “No refunds” statement, on a Listing, a profile or in chat, has no effect. It cannot override this Policy, the Terms of Service, the Returns Policy, the Refund and Cancellation Policy or the Consumer Protection Act, and a Buyer’s return and refund rights apply regardless of any such statement.

6.1 The Seller must package each item so that it fits the chosen delivery option and is protected in transit, and takes responsibility for damage caused by inadequate packaging (clause 10.3).

6.2 Package for the item type and the carrier’s handling environment: clothing in a sealed bag inside a padded mailer or box; electronics bubble-wrapped and boxed; fragile items individually wrapped and cushioned. Do not use packaging that is obviously inadequate, such as an unsealed plastic bag for a locker delivery.

6.3 Write the waybill number or carrier reference clearly on the outside of the parcel in permanent marker, and keep a photograph of the packed, sealed and labelled parcel before drop-off. That photograph is your evidence in any damage or loss dispute.

7.1 Tracking is available in the app for buyers and sellers, and status updates are also sent over WhatsApp where you have opted in.

7.2 The Courier Guy, Pargo, Paxi and Aramex provide real-time tracking by carrier feed. PostNet is tracked by carrier feed where available and by the Seller’s photo proof as a fallback. Tracking updates come from the carrier and may not reflect real-time movement for every carrier.

7.3 A Seller must not mark an order shipped without genuinely dispatching it. Doing so is a breach and grounds for a trust strike and dispute reversal (clauses 12.4, 16).

8.1 Parcels within South Africa typically arrive within 1 to 5 days of dispatch. The Platform allows a maximum in-transit window of 15 days from dispatch before lost-in-transit protocols are triggered.

8.2 Timeframes depend on the carrier, the route and the method, and on factors outside our control such as carrier delays, load-shedding, weather and address accessibility. Delivery estimates shown at checkout are estimates, not guarantees.

9.1 Risk in the goods passes to the Buyer on delivery (clause 10.3). Until delivery, the risk of loss or damage in transit sits with the transaction and is dealt with through the dispute, refund and lost-in-transit processes, not left with the Buyer.

9.2 On collection at a pickup point or locker, inspect your item promptly and open a dispute within the 72-hour window if there is a problem.

10.1 If an item has not been delivered within 15 days of dispatch, you do not need to keep waiting; escalate through the order screen. An item not delivered within that window, or a parcel a carrier confirms as lost, entitles the Buyer to a full refund through the PSP from buyer protection (Refund and Cancellation Policy, clause 7).

10.2 If your parcel arrives damaged, do not discard the packaging: carrier damage claims need evidence of the packaging condition. Photograph the packaging and item immediately on receipt and raise a dispute through the order screen within the 72-hour window. We assess whether the damage makes the item INAD and decide the resolution, and where carrier negligence is clear we may assist in filing a carrier claim.

11.1 The Buyer is responsible for a complete, accurate delivery address and contact details. We process delivery details in line with our Privacy Policy and POPIA, and share only what the carrier needs to deliver.

11.2 Aramex failed door delivery. If Aramex cannot deliver (no one to sign, or a wrong address), it attempts redelivery and then holds the parcel at the nearest depot for you to collect within its holding period, after which it may return the parcel to the Seller. SWIPSWXP is not responsible for redelivery fees caused by an incorrect address you provided.

11.3 Missed collection at a pickup point. Carriers hold parcels for a limited period: The Courier Guy about 5 days, Pargo about 5 to 7 days depending on the point, Paxi about 5 days, and PostNet about 14 days. A parcel not collected in time is returned to the Seller. Where the missed collection is the Buyer’s responsibility, any re-shipping cost is the Buyer’s.

12.1 On a swap, both parties ship, each choosing their own delivery method for their incoming item, and different carriers per party are supported. By default both parties ship at the same time: the simultaneous shipment lock applies and neither collection code is released until both items are confirmed in transit (clause 11.2). Sequenced shipping, where the party with the lower swap streak ships first and the second ships once the first item is received in good order, is optional and available on request only to users with more than 15 successful swaps.

12.2 Before dispatch, each party completes the photo or video verification step, comparing a photo or short video of the item against the Listing. A party who fails or refuses verification may not ship or proceed with the swap (clause 11.3).

12.3 Some carriers are not available for swaps; the options available for a swap are shown at the delivery step (clause 11.4). Where a swap uses authentication, shipping is two-way: the item travels first to the authentication partner via SWIPSWXP and then on to the destination once it passes, and both parties pay two-way shipping when they elect authentication (clause 11.5).

13.1 Prohibited items may not be listed or shipped (Prohibited Items Policy; clause 6). Carriers also restrict certain goods, including batteries, flammable liquids, aerosols, pressurised containers and other dangerous goods. The Seller is responsible for complying with the chosen carrier’s restrictions and for declaring contents accurately.

15.1 We may update this Policy. Material changes are notified at least 10 days in advance by in-app notice and email, consistent with the Refund and Cancellation Policy. Changes apply only to transactions concluded after the effective date. The current version and its date are always published on the Platform.