Terms of Service

1. Who we are

Twiinie is operated by Alladyce (Pty) Ltd (“Alladyce”, “we”, “us”). Through Twiinie, Alladyce sells food, drinks and related goods available at an event and arranges for them to be delivered to you. The items are prepared by vendors at the event, who supply them to us, and delivery is carried out by couriers or other fulfilment partners.

2. Acceptance of these terms

By using Twiinie, creating an account, placing an order or contacting us through the platform, you agree to these terms. If you do not agree, do not use the service.

3. Our role

When you place an order, you buy the items from Alladyce, which sells them to you through Twiinie and is the seller for your purchase. The items are prepared by vendors at the event who supply them to us. Alladyce is not the manufacturer or producer of the items, and preparation, ingredient accuracy and stock availability depend on those vendors and on event-site conditions. Delivery performance may also depend on courier availability. Alladyce remains responsible to you for the sale in accordance with these terms and applicable consumer protection law.

4. Accounts and accurate information

You must provide accurate, current and complete information when you create an account or place an order, including your name, contact details and delivery information. You are responsible for activity conducted through your account and for maintaining the confidentiality of your sign-in credentials.

5. Orders and availability

All orders are subject to availability, acceptance and operational constraints. A vendor may be unable to fulfil some or all items because of stock shortages, event restrictions, preparation delays or safety concerns. We may cancel or adjust an order where required for operational, payment, fraud-prevention or legal reasons.

6. Pricing and payments

Prices shown at checkout are set by Twiinie and may include the item price, service fees, delivery fees and other disclosed charges. By placing an order, you authorise payment for the full amount presented at checkout. Payment processing may be handled by third-party payment service providers. Our full pricing structure is set out in our Pricing document.

7. Delivery

Delivery times are estimates only. Delays can occur because of congestion, vendor preparation time, venue access rules, weather, security procedures or courier availability. You are responsible for being reachable and available to receive the order at the agreed collection or delivery point.

8. Returns, refunds and cancellations

Because Twiinie sells food, drinks and other time-sensitive items that are prepared to order, returns are generally not available once goods have been prepared, collected or delivered, especially for perishable, customised or hygiene-sensitive items.

Our full refund and cancellation terms, including how refunds are paid and what happens when you cancel, are set out in our Refunds and Cancellations document, which forms part of these terms.

Nothing in these terms is intended to exclude or limit any rights you may have under applicable consumer protection law.

9. User conduct

You may not misuse the platform, interfere with its operation, attempt unauthorised access, submit fraudulent orders, abuse support channels or use the service in violation of applicable law. Our Acceptable Use policy sets out what is and is not permitted, and how we enforce it.

10. Third-party services

The platform may rely on third-party payment processors, mapping providers, vendors, couriers, infrastructure providers and communication tools. We are not responsible for the independent terms, privacy practices or service interruptions of those third parties, except to the extent required by law.

11. Limitation of liability

To the maximum extent permitted by law, Twiinie is not liable for indirect, incidental, special or consequential loss arising from your use of the platform, delays, stock issues, vendor conduct or third-party service interruptions. This clause does not limit liability where such limitation is not permitted by law.

12. Changes to the service or terms

We may update the platform, these terms, pricing, features or operational processes from time to time. Updated terms will be posted on this page with a revised effective date.

13. Contact

Questions about these terms can be sent to support@twiinie.online.