Terms & Conditions

By using Rocket Van Express's delivery and mini-move services, you agree to these Terms and Conditions. These terms constitute a binding agreement between you ("Customer") and Rocket Van Express ("Service Provider", "we", "us").

Rocket Van Express provides: • Local delivery services for small to medium items • Mini-move and small removal services • Business account services with monthly billing • Services are available in Stellenbosch, Cape Town, and surrounding Western Cape areas as specified on our Areas page.

• All quotes are estimates based on information provided • Final pricing may vary based on actual load size, distance, access conditions, and time required • Quotes are valid for 7 days from issue date • Booking confirmation is provided via WhatsApp • We reserve the right to decline bookings that fall outside our service capabilities

Rocket Van NOW: Urgent on-demand service, subject to availability Rocket Van TODAY: Same-day scheduled service with pickup window Rocket Van TOMORROW: Next-day scheduled service Availability and timing depend on current demand and service area. We will communicate any delays or changes immediately.

Individual Customers: • Payment required before or immediately after service completion • Accepted methods: EFT, card payment, SnapScan • Invoices provided via WhatsApp/email Business Accounts: • Payment terms: 7, 14, or 30 days as per account agreement • Monthly consolidated invoicing • Late payments may incur interest charges

• Cancellations more than 2 hours before scheduled pickup: No charge • Cancellations within 2 hours of pickup: 50% of quoted fee • Failed pickup due to customer unavailability: Full quoted fee • Rescheduling: Free if done at least 4 hours before pickup • Contact us immediately via WhatsApp for any changes

You are responsible for: • Providing accurate pickup and delivery addresses • Ensuring items are ready for collection at scheduled time • Providing accurate description and weight of items • Securing valuable or fragile items appropriately • Providing access codes, parking arrangements, or special instructions • Being available for collection and delivery, or appointing a representative • Declaring any prohibited or restricted items

We do NOT transport: • Illegal substances or contraband • Hazardous materials (explosives, flammables, toxic substances) • Perishable food requiring refrigeration (unless pre-arranged) • Live animals • Weapons or ammunition • Cash or negotiable instruments exceeding R5,000 • Items requiring specialized transport vehicles

• We exercise care in handling all items with straps, blankets, and proper loading • Our liability is limited to R10,000 per booking for loss or damage • Customers should declare high-value items (>R10,000) for additional insurance (available at extra cost) • We are not liable for damage to items improperly packed by customers • Fragile items must be declared and properly packed • Proof-of-delivery photos serve as evidence of condition upon delivery • Claims must be reported within 24 hours of delivery with photographic evidence

We strive for on-time service but are not liable for delays caused by: • Traffic congestion or road closures • Weather conditions • Vehicle breakdowns (we will arrange alternative transport) • Acts of God, civil unrest, or government restrictions • Customer-related delays (unavailable, incorrect address, access issues) Customers will be notified immediately of any significant delays.

• All disputes should first be reported via WhatsApp or email • We aim to resolve complaints within 48 hours • If unresolved, disputes may be escalated to mediation • These terms are governed by South African law • Jurisdiction: Western Cape courts

Additional terms for business accounts: • Monthly consolidated invoicing • Payment terms as per signed agreement • Priority dispatch subject to availability • Dedicated account contact provided • Service-level expectations as per package tier • Account may be suspended for non-payment • 30-day notice required for account cancellation

• We collect personal information to provide services • Data is used for booking, communication, and invoicing • We comply with POPIA (Protection of Personal Information Act) • See our Privacy Policy for full details • Customer data is not shared with third parties except for service delivery

• Primary communication is via WhatsApp • You consent to receive service updates, booking confirmations, and promotional messages • Opt out of marketing messages anytime via WhatsApp • Critical service updates cannot be opted out of

• We reserve the right to modify these terms at any time • Changes will be communicated via website update • Continued use of services constitutes acceptance of modified terms • Material changes will be communicated directly to active customers