Refund and Cancellation Policy

Sorted (Sorted Technology Services (Pty) Ltd)

Effective date: 3 August 2026 · Last updated: 3 August 2026

1. Cancelling an order

You can cancel or reschedule your order for free, at no charge, up to 40 minutes before your selected pickup window opens.

There’s no cancellation fee if you cancel after that point either. That said, your driver may already be on their way, so we can’t always guarantee a pickup can be stopped in time once they’re en route.

2. Refunds

If you’re due a refund (for example, an order is cancelled in time, or resolved as part of a complaint):

Refunds are reversed to your original payment method via Paystack. This follows standard bank processing times, usually a few business days
Where an approved refund or compensation amount is larger than the original amount charged (for example, a lost or damaged item claim under our Lost or Damaged Items Policy that exceeds your order value), the amount charged is reversed via Paystack, and the remaining balance is paid directly to you via EFT. We’ll ask for your bank details to process this

3. How to request a refund

Contact us via WhatsApp or at help@get-sorted.com. We aim to acknowledge your request within 24 hours. We don’t promise a fixed resolution time upfront, since some cases need checking with a laundry partner first, but we’ll keep you updated until it’s sorted.