Last updated: 28 October 2026

We want you to be happy with every purchase. This policy explains when we give refunds, how to ask for one, and how long it takes. It covers both purchases from our smart coolers and orders from our online shop.

1. Purchases from a smart cooler

You will receive a refund if:

• you were charged for an item you did not take
• you were charged more than the price shown
• an item was past its use-by date, damaged, spoiled or not as described
• the cooler failed to unlock or close properly and you were charged in error
• you were charged twice for the same session

Because food and drinks cannot be resold once taken, we do not offer refunds for a change of mind on items from a cooler.

2. How to request a refund for a cooler purchase

You can contact us in either of these ways.

Option A: email or WhatsApp us

Send us:

1. A photo of the problem (for example the item, its date label, or the receipt)
2. A short explanation of what happened
3. The cooler location and the date and time of the purchase
4. The name or email you used for the session

Email support@snapgrabgo.shop or WhatsApp +27 64 810 4415.

Option B: speak to our technician

Our technician visits each cooler regularly to refill and check it. You can tell the technician about the problem at your location, and they will log it and pass it to our support team to resolve. You can also show the item to the technician when you see them.

Please make your request within 7 days of the purchase. We may still help after 7 days, but we cannot promise to.

3. What happens next

• We confirm we have received your request within one business day.
• We check the cooler records and the information you sent. We may ask for more detail.
• If your request is approved we refund the full amount affected, normally within 3 business days of approval.
• Refunds go back to the original payment method. After we send the refund, your bank or card provider may take 5 to 10 business days to show it.
• If we do not approve a request, we will tell you why.

4. Orders from our online shop

You may request a refund or replacement if:

• the product arrived damaged, defective or not as described
• we sent the wrong item
• the order did not arrive (see our Delivery Policy)

Tell us within 7 days of delivery, with photos of the product, packaging and the delivery label, and an explanation. For products that become faulty during the warranty period, contact us and we will repair, replace or refund as the law and the warranty require.

Change of mind: you may return unused, unopened products in original packaging within 14 days of delivery. Email us first to get return instructions. Return shipping is paid by you unless the item was faulty or wrong. We refund the product price once the returned goods reach us in good condition.

Not returnable for change of mind: food and drink items, products made or configured to your request, equipment that has been installed and used, and goods damaged by misuse.