Terms & Conditions
Last updated: 12 October 2026
1. About RUNNER
RUNNER is an online marketplace operated by Runner 4 U, 120 End Street, Johannesburg, South Africa (“RUNNER”, “we”). It connects Customers with verified Runners who shop for items in Johannesburg and send the parcel to the Customer by PAXI courier. Prices are in South African Rand (ZAR).
2. Orders and payment
When you place an order you pay by direct bank transfer (EFT) into our bank account. The bank details and your payment reference are shown in the app after you place the order. Your order is only shown to Runners after we have confirmed that your payment has arrived. Please use the reference shown so we can match your payment.
The total shown is an estimate: item cost, the Runner shopping fee, PAXI delivery and the platform fee. If the store price turns out higher than the estimate, the Runner must report it and you can approve or decline the increase. You only pay the extra amount if you approve it. If the price is lower, the difference is refunded.
If your cart has items from more than one Runner store, an extra multi-store charge is added to the Runner fee. It is shown, and you must accept it, before you pay.
3. Cancellation policy
Before a Runner accepts your order: you can cancel in the app at any time and you get a full refund of everything you paid.
After a Runner has accepted your order: the Runner may already be shopping for you, so the order can no longer be cancelled in the app. Contact us as soon as possible on runnersjoburg@gmail.com or +27 73 654 6952. If the Runner has not yet bought your items, we will cancel and refund in full. If the items have already been bought, the item cost and Runner fee are not refundable, except where the item is faulty or not as described (see section 4).
If we or the Runner cancel: if a Runner cannot complete your order, or we cancel it for any reason (for example the item is unavailable or a prohibited item), you get a full refund.
4. Refund policy
You get a full refund if: the order is cancelled before it is accepted; we or the Runner cancel the order; the item is out of stock and you do not want a substitute; the parcel is lost or not delivered; or the item received is faulty, damaged or not the item you ordered.
Report a problem within 7 days of delivery (or of the expected delivery date if the parcel did not arrive) at runnersjoburg@gmail.com, with your order number and photos where relevant. We will review it and reply within 3 business days.
Approved refunds are paid back by EFT to the bank account you give us, within 10 business days (your bank may take longer to show it). Refunds are made in ZAR for the amount approved.
Nothing in these terms limits your rights under the Consumer Protection Act 68 of 2008 (including the right to goods that are of good quality and fit for purpose).
5. Delivery policy
After buying your items, the Runner sends the parcel by PAXI to the PAXI point or address you chose. Delivery options and prices are shown at checkout, for example 7 to 9 days or 3 to 5 days, small or large package. Delivery times start when the Runner has bought the items and handed the parcel to PAXI, and are estimates, not guarantees.
You will see the PAXI tracking number in your order once the parcel is sent. You will also see the Runner’s receipt and a photo of the parcel. Please make sure the recipient name, phone number and PAXI point or address are correct, because we cannot refund a parcel that was delivered to the details you gave us.
If your parcel has not arrived 5 business days after the longest estimated delivery time, contact us and we will trace it with PAXI. If it is lost, you will be refunded under section 4.
6. Prohibited items
You may not order illegal, counterfeit, stolen or dangerous items (for example drugs, weapons and explosives). We may reject any order that contains such items and refund it in full.
7. Runners
Runners are independent and must pass our verification checks before accepting orders. They shop and send items on your behalf. We review disputes and can refund you where a Runner does not do what was agreed.
8. Your information (POPIA)
We collect only the information needed to run your order (name, contact details and delivery details) and share it only with the Runner and courier handling that order, and our bank for payment processing. We do not sell your information. You can ask to see, correct or delete your information at runnersjoburg@gmail.com.
9. Contact and complaints
Runner 4 U, 120 End Street, Johannesburg, South Africa. Email runnersjoburg@gmail.com. Phone +27 73 654 6952. We aim to reply within 3 business days. These terms are governed by the laws of South Africa.