Policy

1. Introduction

This policy document outlines the operating principles and guidelines for Cocoo Division of Ndlovukazi Trading Services ("Cocoo," "we," "us," or "our") in relation to our furniture rental and sales activities. This document complements our Terms and Conditions and aims to ensure clarity, fairness, and efficient service delivery to all our clients.

2. Client Relations Policy

Customer Service: Cocoo is committed to providing excellent customer service. All client interactions will be conducted professionally, courteously, and efficiently.

Communication: We aim for clear and timely communication with our clients regarding their orders, rentals, deliveries, and any other relevant information.

Feedback: We welcome feedback from our clients as it helps us to improve our services. Feedback can be provided through our designated contact channels.

3. Order and Sales Policy

Order Acceptance: An order, whether for rental or sale, is considered officially accepted by Cocoo upon the receipt of the required deposit (50% for pre-orders) or full payment, as per the Terms and Conditions.

Pricing and Quotations: All prices quoted are valid for a specified period and are subject to change without prior notice, although every effort will be made to inform clients of such changes. Written quotations will be provided for all sales and rental agreements.

Pre-Orders: For pre-ordered furniture, a minimum of three months is required for fulfillment from the date the 50% deposit is received and the order is accepted. Clients will be regularly updated on the status of their pre-order.

4. Payment Policy

Payment Methods: Cocoo accepts various payment methods, which will be communicated at the time of transaction.

Deposits:

Rental Deposit: A refundable security deposit is required for all furniture rentals to cover potential damages or losses. This deposit will be clearly outlined in the rental agreement.

Sales Deposit (Pre-Orders): A non-refundable 50% deposit is required for all pre-orders. This deposit confirms your commitment to the purchase.

Outstanding Balances: Full payment of all outstanding balances (rental fees, sales balances, delivery fees, damage charges) is required before furniture can be released for collection or delivery.

5. Furniture Condition and Maintenance Policy

Quality Assurance: Cocoo is committed to providing furniture that is in good condition, suitable for its intended purpose, and meets reasonable quality standards.

Rental Furniture Condition: All rental furniture is inspected before and after each rental period. Minor wear and tear are expected, but significant damage will be assessed and charged to the client as per the Terms and Conditions.

Client Responsibility (Rental): Clients are responsible for ensuring the furniture is used appropriately and cared for during the rental period. This includes protecting it from adverse weather conditions, misuse, or theft.

Maintenance: Cocoo is responsible for general maintenance and repair of rental furniture. However, damage caused by client negligence will be charged accordingly.

6. Delivery, Collection, and Inspection Policy

Scheduling: Delivery and collection times will be scheduled in advance with the client. While we strive to meet all scheduled times, unforeseen circumstances may cause delays, and clients will be notified promptly.

Access Requirements: Clients are responsible for providing clear and safe access for furniture delivery and collection. Any additional costs incurred due to access difficulties (e.g., stairs, narrow doorways) not communicated beforehand may be charged to the client.

Inspection upon Receipt: Clients are strongly encouraged to thoroughly inspect all furniture upon delivery or collection. Any existing damages, discrepancies, or missing items must be noted on the delivery/collection slip and reported to Cocoo personnel immediately. Failure to do so may result in the client being held responsible for such issues upon return or later discovery.

7. Returns and Refunds Policy

Rental Returns: Rental furniture must be returned by the agreed-upon date and time. Late returns will incur additional charges.

Sales Returns: All furniture sales are generally considered final. Returns and refunds for sales items are at the sole discretion of Cocoo and will only be considered under specific circumstances (e.g., manufacturing defects not reported at the time of delivery/collection). A restocking fee may apply.

Refund Processing: Approved refunds will be processed within a reasonable timeframe, typically within 7-14 business days, using the original payment method where possible.

8. Privacy Policy

Data Protection: Cocoo is committed to protecting the privacy of our clients' personal information. We collect, store, and process personal data in accordance with relevant South African data protection laws (e.g., POPIA).

Use of Data: Personal information collected will be used solely for the purpose of fulfilling orders, managing rental agreements, providing customer service, and improving our services. We will not share client data with third parties for marketing purposes without explicit consent.

9. Health and Safety Policy

Safe Handling: Cocoo staff are trained in safe furniture handling and delivery procedures.

Client Safety: Clients are advised to exercise caution when moving or assembling furniture and to follow any provided instructions. Cocoo is not liable for injuries sustained due to improper handling by the client.

10. Policy Review

This policy document will be reviewed periodically by Cocoo management to ensure its continued relevance, effectiveness, and compliance with applicable laws and industry best practices.