Terms of Service

Mzala connects customers with independent local shops and with runners who collect and deliver items. Shops set their own prices and are responsible for the goods they sell. Runners are independent and are not Mzala employees.

You must be 18 or older to create an account, and the information you give us must be true.

Prices, delivery fees and the runner fee are shown before you pay. Payments are processed securely by PayFast.

For runner requests you are only charged once a runner has accepted your request. You then have a few minutes to pay; if you don't, the runner is released and you are not charged. The runner starts only after your payment is confirmed.

If no runner accepts, or a request is cancelled before the runner starts, you are not charged or you receive a full refund. Refunds go back to the payment method you used; your bank decides how quickly it appears.

If something goes wrong with an order, contact Mzala Support in the app. Nothing in these terms limits your rights under the Consumer Protection Act.

Shops must be approved by Mzala before customers can order, must list goods honestly with real photos and prices, and may only sell goods they are legally allowed to sell. Age-restricted goods may only be sold where the law allows and to customers of legal age.

Runners must be approved, must only travel once a job shows that payment is confirmed, and must handle customers' money and goods honestly.

Mzala has zero tolerance for objectionable content or abusive behaviour. Do not send threats, harassment, hate speech, sexual content, scams, requests to pay outside Mzala, or anyone's personal or banking details.

You can block or report anyone from a chat. Our team reviews reports within 24 hours and may remove content, suspend chat access or close accounts that break these rules.

Keep your sign-in details private; you are responsible for activity on your account.

You can delete your account at any time in the app (Profile → Settings and privacy → Delete account). We may suspend or close accounts that break these terms or the law.

We work hard to keep Mzala available and accurate, but shops and runners are independent and we cannot guarantee every item, price or delivery time. To the extent the law allows, Mzala is not liable for indirect losses. Our total liability for an order is limited to the amount you paid for it.

These terms are governed by the laws of South Africa. We may update them; continuing to use Mzala after an update means you accept the new terms.

Questions? Message Mzala Support in the app (Inbox → Chat to Mzala Support).