Returns & Refunds Policy

• Short measure — metered volume less than ordered volume beyond the 0.5% tolerance.
• Off-spec product — fails SANS 342 (diesel), SANS 1598 (petrol) or contracted specification on independent lab analysis.
• Wrong grade — 50ppm ordered, 500ppm delivered (or any equivalent mismatch).
• Contamination — water, sediment, paraffin or other adulterant present at point of delivery.
• Non-delivery — supplier failed to dispatch, or load was diverted.
• POD fraud — meter readings, GPS, photographs or signatures shown to be falsified.

Fuel that has been accepted into a buyer's tank, mixed with existing stock, and consumed in part. Once commingled, the product is deemed accepted unless an off-spec or contamination claim is opened within the timelines below.

LPG cylinders that have been broken-sealed, used or returned without the original deposit token.

Lubricants and additives whose tamper-evident seal has been broken, unless the product is independently certified as off-spec.

• Short measure / wrong grade / non-delivery: open within 24 hours of POD timestamp.
• Off-spec / contamination: open within 7 calendar days of delivery, supported by a sealed counter-sample taken at delivery.
• POD fraud: open within 30 calendar days; investigation may extend longer if SAPS or SARS Customs are involved.

Disputes opened outside these windows are still reviewed, but evidentiary weight diminishes once stock has been consumed.

• Original FuelSync order number and POD reference.
• Pre- and post-delivery dip readings of the buyer's tank.
• Photographs of the seal on arrival, the meter readings, and any visible contamination.
• For off-spec claims: a sealed, signed counter-sample held by the buyer and a matching driver-side sample. Lab analysis from a SANAS-accredited facility.
• Witness statement from the on-site authorised receiver.

All FuelSync orders are paid into a wallet escrow and only released to the supplier on POD acceptance. While a dispute is open, escrow remains held.

Wallet balances can be withdrawn to your verified business bank account within 2 business days, subject to KYC and POPIA checks.

You may cancel a pending order at no cost up to the point the supplier's driver is dispatched (status: Loading → Dispatched).

Cancellation after dispatch incurs a return-trip fee equal to the published delivery surcharge for the route, unless the supplier agrees to redirect the load.

Step 1 — Bilateral: buyer and supplier are notified in the FuelSync inbox and have 48 hours to resolve directly. Most short-measure disputes are settled here.

Step 2 — FuelSync mediation: our operations team reviews the POD, meter telemetry, dip records, lab reports and counter-samples. A binding decision is issued within 5 business days.

Step 3 — Independent arbitration: either party may escalate to arbitration administered by the Arbitration Foundation of Southern Africa (AFSA) under its expedited rules, seat Johannesburg.

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any equivalent legislation in your jurisdiction.