Refund & Cancellation Policy

Version 2026-10-13-v1

GasBakkie is a marketplace that connects you with independent local agents who sell and deliver LPG cylinders. The agent is the seller of the gas; GasBakkie facilitates the order and, for card payments, holds your payment until delivery is confirmed. This policy explains when and how you get your money back.

1. Cancelling an order

You can cancel an order yourself from the order screen in the app at any time before it is marked delivered — while it is requested, accepted, scheduled, or on its way. Once an order has been delivered it can no longer be cancelled; see section 4 instead.

2. Cash-on-delivery orders

You pay the agent in cash only when your gas arrives, so nothing is charged when you place the order. If you or the agent cancel before delivery, there is nothing to refund.

3. Card (in-app) payments

When you pay by card, the payment is processed by our payment partner, Paystack, and held — it is not passed to the agent until you confirm delivery. You receive a full refund of the amount you paid, back to the card you paid with, if:

the agent declines your order, or
you cancel your order before it is delivered.

These refunds are started automatically — you don't need to ask for them — and we email you once the refund has been processed. Depending on your bank, it can take up to 10 business days for the money to show in your account.

4. Problems with a delivered order

After an order is marked delivered, you can confirm it or flag a dispute ("Something's wrong") from the order screen in the app — for example: wrong cylinder size, a faulty or leaking cylinder, short delivery, or an order marked delivered that you never received. For card payments, if you don't confirm or flag a dispute within 24 hours, the payment is released to the agent automatically.

Flagging a dispute on a card payment stops it being released to the agent while we look into it. We review every dispute with you and the agent, and where the problem is confirmed we will refund you in full or in part, or arrange for the agent to put it right. For cash-on-delivery orders the cash has already gone to the agent, so we take the problem up with the agent on your behalf.

5. Cylinder deposits

A purchase order (buying a cylinder, not just swapping one) includes a refundable cylinder deposit set by the agent. If the whole order is refunded under section 3, the deposit is refunded with it. Getting the deposit back when you later return the cylinder is arranged directly with the agent who sold it.

6. Fees

GasBakkie does not charge consumers any fee on top of the agent's price. Agents pay GasBakkie a platform fee only on orders that are completed — no fee is charged on an order that is cancelled, declined, or refunded in full.

7. Your rights

This policy does not limit any rights you have under the Consumer Protection Act or other South African law.

8. Contact us

For help with a refund or cancellation, email support@gasa24.co.za and include your order reference.