Refund Policy

1. About this policy

This policy explains when and how BizTrack Tuckshop issues refunds for wallet top-ups and food orders placed through the app. It applies to parents and students using the platform operated by BZ Tracking Solution (Pty) Ltd.

Note: the prepaid wallet described below is currently disabled and not available. When enabled, BizTrack Tuckshop operates a prepaid wallet model: parents load credit onto a student's wallet in advance; the wallet is debited when an order is placed; refunds are credited back to the wallet, not to the original payment method, unless otherwise stated.

2. Wallet top-ups (currently disabled)

Wallet top-ups are generally non-refundable once the funds have been loaded, as they represent a prepayment for future orders at the tuckshop.

Exceptions — we will refund a top-up to the original payment method if:

• The payment was processed more than once due to a technical error.
• The top-up amount does not reflect in the wallet within 24 hours of payment.
• The student's account is being permanently closed and the wallet carries an unused balance (see section 5).

To request a top-up refund, contact us within 7 days of the transaction. Requests made after this window may not be honoured.

3. Cancellation and refunds

Cancellation of an unfulfilled order may be requested by contacting the tuckshop directly (WhatsApp, phone, or in person) before the order has been prepared. Tuckshop staff process the cancellation via the kitchen system, which automatically refunds:

• Card-paid orders (via PayFast): refunded to the original card, typically reflecting within 3–5 business days.
• Wallet-paid orders (currently disabled): when the wallet is available, credited to the parent's wallet immediately.

Orders already prepared or collected cannot be cancelled. Disputes may be raised by contacting the tuckshop within 7 days.

4. Incorrect or missing items

If an order is collected but items are missing or incorrect, please report this to the tuckshop staff at the counter at the time of collection. Tuckshop staff can note the shortfall and escalate to us.

Contact us at tuckshop@biztrack.co.za within 24 hours of the affected break. Include the student's name, school, and break time. We will investigate and, where the claim is substantiated, credit the relevant amount to the wallet.

5. Account closure and unused wallet balance (currently disabled)

If a student's account is permanently closed — for example at the end of the school year or because the student has left the school — any remaining wallet balance may be refunded to the parent upon written request.

Refunds of unused balances on account closure are processed to the parent's original payment method (PayFast) and may take 5–10 business days to reflect.

Balances on accounts that have been inactive for 12 consecutive months and where no refund has been requested may be forfeited. We will attempt to notify the registered parent by WhatsApp before this occurs.

6. Payment disputes via PayFast

All card payments are processed by PayFast (Pty) Ltd. If you believe a card charge was unauthorised or fraudulent, contact your bank directly to initiate a chargeback. You may also notify us at tuckshop@biztrack.co.za so we can assist with the investigation.

We cooperate fully with PayFast and card issuers in resolving payment disputes. Disputed amounts are placed on hold in the wallet until the dispute is resolved.

7. How to request a refund

Refunds not handled automatically by the app must be requested by contacting us:

We aim to acknowledge all refund requests within 1 business day and to resolve them within 5 business days.

8. Changes to this policy

We may update this policy from time to time. Material changes will be communicated through the app before they take effect. The "Last updated" date at the top of this page always reflects the most recent version.

9. Contact us