Terms & Conditions
By accessing or using SBWL Eats (also known as Sabawel Eats), you agree to be bound by these Terms & Conditions. These Terms apply equally to the SBWL Eats mobile app and website. If you do not agree, please do not use the app or website.
- You must be at least 18 years old, or have a parent/guardian's consent, to place an order.
- You must provide accurate, current information when creating an account, and keep it up to date. You're responsible for all activity under your account.
- Menu items, prices, and availability are set by individual merchants and may change without notice. SBWL Eats does not prepare, own, or control the food sold by merchants.
- Delivery times shown in the app are estimates and may vary due to traffic, weather, or order volume.
- Misuse of the platform — including fraudulent orders, abuse of promo codes, or false reviews — may result in account suspension.
- Customers with allergies or specific dietary needs should confirm ingredients directly with the merchant before ordering; merchants are responsible for the accuracy of allergen information they provide.
- We may update these Terms from time to time. Material changes will be notified via the app, website, or email — continued use after changes take effect means you accept them.
Merchant Terms
These terms apply to any restaurant, shop, or food vendor listed on SBWL Eats ("Merchant").
- Merchants confirm they hold all licences, permits, and registrations required by South African law to prepare and sell food, including relevant municipal health/food safety certification, and will maintain these for as long as they're listed.
- Merchants are solely responsible for the quality, safety, accuracy, and legality of items listed, including pricing, descriptions, and allergen disclosures.
- Merchants must complete SBWL Eats' onboarding and identity verification process before their account is activated for orders and payouts (see Identity Verification below).
- Payouts to Merchants are processed via our payment partner, Paystack, according to the payout schedule and platform commission disclosed at onboarding.
- SBWL Eats may suspend or remove a Merchant listing for repeated quality complaints, food safety concerns, non-compliance with law, or breach of these Terms.
Delivery Driver Agreement
Drivers on SBWL Eats operate as independent contractors, not employees. By signing up to deliver, you agree to the following:
- You are responsible for your own vehicle, valid driver's licence, registration, insurance, and roadworthiness.
- You must complete SBWL Eats' identity verification process, including a live selfie capture matched against your submitted ID, before accepting deliveries.
- Deliveries must be handled safely and orders kept sealed, upright, and hygienic in transit. Tampering with an order is grounds for immediate suspension.
- Earnings, including tips, are paid out via Paystack according to the schedule shown in your driver dashboard, subject to successful identity and banking verification.
- SBWL Eats reserves the right to suspend driver accounts for safety violations, repeated verified customer complaints, fraudulent activity, or expired/missing documentation.
- Drivers are responsible for their own tax obligations arising from earnings on the platform.
Identity Verification (KYC)
To protect customers, merchants, drivers, and the integrity of payments processed through the platform, merchants and drivers must complete an identity verification process before their account is activated for orders, deliveries, or payouts.
- This includes submitting a valid South African ID or passport, a live selfie, proof of address, and — for merchants — proof of business registration and banking details.
- This review is currently performed manually by our team as part of onboarding, with records kept of checks performed and outcomes for audit purposes.
- SBWL Eats may request additional verification at any time, and may suspend an account pending re-verification if information appears outdated, inconsistent, or fraudulent.
- See our Privacy Policy below for full detail on what identity information is collected and how it's used and protected.
Payments
- All payments on SBWL Eats are processed by our payment partner, Paystack (Pty) Ltd, a PCI-DSS compliant payment processor. We do not store full card numbers.
- Order payments are split between the merchant, the driver, and SBWL Eats' platform commission at the point of settlement.
- Prices displayed include applicable delivery fees and service charges unless stated otherwise; VAT is included where SBWL Eats or the relevant merchant is a registered VAT vendor.
Refund & Cancellation Policy
We want every order to arrive right. If something goes wrong, here's how refunds work:
- Orders can be cancelled free of charge before a merchant accepts them.
- Once a merchant starts preparing your order, cancellation may incur a partial charge to cover preparation costs.
- Missing, incorrect, or poor-quality items can be reported within 24 hours via the app for a refund or credit.
- Refunds are processed to your original payment method within 5–7 business days.
- This policy doesn't affect any statutory rights you have under the Consumer Protection Act 68 of 2008.
Privacy Policy
This section explains how we collect, use, and protect personal information under the Protection of Personal Information Act 4 of 2013 (POPIA).
Information Officer
SBWL Eats has appointed an Information Officer responsible for POPIA compliance and data subject requests. Contact: support@sbwlsomethin.co.za.
What we collect
- All users: name, contact number, email, login credentials, device/usage data, and support communications.
- Customers: delivery address(es), order history, live location while ordering and tracking, and payment information (processed by Paystack — we don't store full card numbers).
- Merchants: business registration and trading details, owner ID, proof of address, banking details for payouts, and menu/pricing content.
- Drivers: driver's licence and vehicle documents, ID document, a live selfie for verification, proof of address, banking details, and real-time GPS location while on duty.
Why we collect it
We process personal information to fulfil our contract with you (account, orders, deliveries, payouts), to meet legal obligations (tax, consumer protection, and our payment partner's KYC/anti-fraud requirements), for legitimate interests such as fraud prevention and platform security, and with your consent for things like location access or marketing, which you can withdraw at any time.
Identity verification (KYC)
Before a merchant or driver account is activated, we manually review submitted ID/passport documents, proof of address, a live selfie against the ID photo, and banking details, as part of our onboarding approval process. We keep records of checks performed for audit and regulatory purposes.
Who we share it with
We never sell your personal information. We share it only where necessary: with Paystack (Pty) Ltd to process payments, payouts, and their own required KYC/anti-fraud checks; with hosting and infrastructure providers who run the platform; with merchants and drivers involved in fulfilling your specific order; with regulators or law enforcement where legally required; and with professional advisors under confidentiality obligations.
Your rights
You can request confirmation of, and access to, the personal information we hold about you; request correction or deletion of inaccurate information; object to processing on reasonable grounds; withdraw consent at any time; and lodge a complaint with the Information Regulator of South Africa (inforegulator.org.za) if you believe your rights have been infringed. You can request a copy of your data or ask us to delete your account at any time via Contact.
Data retention & security
We retain personal information for as long as your account is active and thereafter as required by law (including KYC record-keeping obligations), after which it's securely deleted or anonymised. We apply reasonable technical and organisational safeguards to protect your information, including restricted access to identity documents.
Cookie Policy
Our website uses cookies to keep you logged in, remember your preferences, and understand how the site is used so we can improve it.
- Essential cookies are required for the site and app to function and cannot be disabled.
- Analytics cookies help us understand usage patterns — you can opt out in your browser settings.
UtopiaNex Technologies (Pty) Ltd
Email: support@sbwlsomethin.co.za / support@utopianextech.co.za
Phone: 079 469 3656
