Who we are. What we are accountable for.

Pakstoor is a protected online marketplace and transaction-facilitation platform for private sales in South Africa. The platform lets buyers and sellers find each other, agree on terms, and complete a transaction delivered by tracked courier or handed over in person through Pakstoor's in-person handover, with the buyer's payment held by an independent escrow partner until release conditions are satisfied.

Pakstoor is not the seller, the buyer, the courier, the insurer, the inspector of goods, or a bank. Pakstoor operates the platform, sets the marketplace rules, coordinates the workflow, and provides Formal Protected Review where evidence is needed.

General support, support@pakstoor.co.za

Privacy / Information Officer, privacy@pakstoor.co.za, for POPIA access, correction, deletion, and complaint requests; PAIA requests; and any other data-protection matter.

Abuse / reporting, abuse@pakstoor.co.za, for fraud reports, scam attempts, off-platform contact attempts, prohibited listings, and harmful user behaviour.

Security, security@pakstoor.co.za, for responsible-disclosure security reports. See also /.well-known/security.txt.

Service address. Durbanville, Cape Town, South Africa. The full registered address is available from the Information Officer on lawful request.

Business contact number, 064 512 9924.

Pakstoor does not hold customer funds. Buyer payments are received and held by the independent payment and escrow partner (currently TradeSafe). Pakstoor coordinates platform workflow and release conditions but does not operate as a bank, deposit-taking institution, payment-service provider, insurer, or escrow holder.

The full payment, hold, and release flow, including the conditions under which money moves from buyer to seller, is set out in the Terms of Service §10 and on the Protected Dispute Review rules page. The escrow partner's name and role are disclosed on the POPIA operator chain.

By default, every Pakstoor transaction is delivered by an integrated courier with a tracked waybill. The one exception is Pakstoor's in-person handover (Terms Article 7A): the buyer pays in the app, the payment is held in TradeSafe escrow and is released only after both parties confirm in their own Pakstoor accounts; Pakstoor does not inspect, insure or guarantee an item handed over in person. Pakstoor does not facilitate cash payments, EFT-on-collection exchanges or any other settlement outside the platform. For courier deliveries, the seller arranges the courier through the platform; the courier collects from the seller's address and delivers to the buyer's address shown on the deal.

Courier delays, lost parcels and damaged parcels are handled through Pakstoor's Formal Protected Review and the Courier & Insurance Review lane, where Pakstoor collects the evidence and engages the courier under its own claim process. A buyer can report a parcel that has not arrived 12 days after it was handed to the courier, or sooner if the courier reports a failed delivery or a return to the sender. Pakstoor does not currently provide shipping insurance. Deliveries are subject to The Courier Guy's standard terms and liability limitations. TradeSafe escrow protects payments according to Pakstoor's transaction and dispute rules, but does not insure goods against physical loss or damage. The seller is responsible for insuring the item until The Courier Guy confirms delivery. See Protected Dispute Review for the full procedure.

Refunds, returns, payout releases, and return-courier outcomes are processed in accordance with Pakstoor's Formal Protected Review process, applicable law (including the Consumer Protection Act), and the rules and technical capabilities of the escrow partner. Opening a Formal Protected Review does not automatically approve a refund or a return; it places the transaction into review while evidence is collected and a decision is made.

The full procedure, including inspection windows, review lanes, evidence requirements, and timelines, is set out on Protected Dispute Review. Pakstoor is a private-sale marketplace and does not support preference-based, fitment-based, buyer's remorse, ordering mistake, or change-of-mind returns; non-excludable rights under the Consumer Protection Act and other applicable law continue to apply.

Day-to-day questions and complaints should be raised first with support@pakstoor.co.za or through the in-platform Help and Contact pages. Disputes about a specific protected transaction are handled through the Formal Protected Review process inside Pakstoor messaging, opening a review preserves evidence, freezes funds where applicable, and routes the case to a Pakstoor admin for decision.

Where a complaint relates to personal information, contact the Information Officer at privacy@pakstoor.co.za. South African data subjects also have the right to lodge a complaint with the Information Regulator of South Africa.

Where a complaint relates to a payment or escrow matter that cannot be resolved through Pakstoor or the escrow partner, South African consumers may escalate to the relevant ombud, regulator, or tribunal (for example, the Consumer Goods and Services Ombud, the National Consumer Commission, a provincial consumer protector, or an alternative dispute resolution agent under the Consumer Protection Act), or approach a court. Formal Protected Review does not replace or oust the jurisdiction of the courts.

Pakstoor (Pty) Ltd is the Responsible Party for personal information processed on the platform. Our practices are described in detail on POPIA and summarised on Privacy. The Information Officer is registered with the Information Regulator of South Africa under registration number 2026-013758 (issued 9 May 2026).

A copy of Pakstoor's PAIA Manual, prepared under section 51 of the Promotion of Access to Information Act 2 of 2000, is available for download: PAKSTOOR_PAIA_Manual_2025-26.pdf. POPIA requests and PAIA requests are received at the Information Officer address.

Cookie usage is described on the Cookies page. Pakstoor stores only the cookies that are strictly necessary for authentication, session security, language preference, and site protection (Cloudflare Turnstile bot-check). Pakstoor does not run advertising or third-party tracking cookies.

The Pakstoor platform is delivered over HTTPS with HTTP Strict Transport Security, a strict Content-Security-Policy, frame-ancestors deny, and Trusted Types enforcement on script-handling code. Cloudflare edge protections (WAF, DDoS, Turnstile bot defence) sit in front of every request. Authentication uses cookie-bound sessions with optional TOTP two-factor and WebAuthn passkeys.

Security researchers may report suspected vulnerabilities to security@pakstoor.co.za or via the contact details published at /.well-known/security.txt. Pakstoor commits to acknowledging well-formed reports promptly and to working with the reporter in good faith on remediation.

Nothing on this page, in Pakstoor's Terms of Service, Privacy notice, POPIA page, or in any Pakstoor process overrides rights that South African law gives users on a non-excludable basis. This includes:

• non-excludable rights under the Electronic Communications and Transactions Act 25 of 2002 (ECTA), including the disclosure and cooling-off rights set out in sections 43, 44 and 46;
• non-excludable rights under the Consumer Protection Act 68 of 2008 (CPA), including supplier obligations relating to fair value, quality and safety of goods, and disclosure;
• data subject rights under the Protection of Personal Information Act 4 of 2013 (POPIA), including access, correction, deletion, objection, and complaint to the Information Regulator;
• access-to-information rights under the Promotion of Access to Information Act 2 of 2000 (PAIA).

Where the Pakstoor rules and any non-excludable statutory right conflict, the statutory right prevails to the extent of the conflict.

This Legal Disclosure was last updated on 27 May 2026. Earlier versions are retained in the platform's audit record. Material changes are announced on the Help page and may be communicated to registered users by email.