Buyer Protection
Your money waits until your order arrives.
Every shop order on MAIZU is paid into escrow. The seller is paid when you have what you bought, not before. Here is exactly how that works, and what happens when something goes wrong.
Where your money goes
You pay
By card or EFT on TradeSafe's secure page. MAIZU never sees your card number.
TradeSafe holds it
Your money sits in escrow at TradeSafe, a regulated South African escrow provider. The seller can't touch it yet.
The seller sends it
Collected by The Courier Guy, a MAIZU rider, or the seller themselves. You can follow it on your order page.
You confirm
Tap “Yes, I received it”. If you don't confirm or report a problem within 24 hours of delivery, it counts as received.
The seller is paid
Only now does TradeSafe pay the seller. MAIZU's 10% comes out of the seller's side, never added to your price.
When something goes wrong
Wrong item, damaged, or it never came. Report it before the 24 hours run out and the payment stays frozen.
- Tap “I haven't received it” on your order and say what happened.
- The money stays in escrow while a MAIZU person reviews the order, the messages and the delivery record.
- You get a decision. If the seller can't show it was delivered as described, TradeSafe refunds you. The seller is not paid for that order.
- Everything is on the record. Messages stay inside the order room, so we can see what was agreed. Phone numbers and payment links are blocked there, because paying outside MAIZU has no protection.
Verified businesses
A store with the Verified business badge gave MAIZU its company registration number (CIPC) or tax number (SARS), and a MAIZU person checked it against the official record. Stores without the badge can still sell, and every order from them is still held in escrow.
Safe delivery
A MAIZU rider only marks your order delivered with the 4-digit code on your order page, so give it to them when it's in your hand. Parcels sent with The Courier Guy are tracked, and each step shows on your order.
Your details stay private
- No card numbers on MAIZUYou pay on TradeSafe's page. Sellers' full bank details also go straight to TradeSafe; MAIZU keeps only the bank name and last four digits.
- Two-step sign-in for staffAnyone at MAIZU who can see orders or refund money signs in with a password and a code from their phone, and re-checks it often.
- POPIAWe keep only what an order needs. Read the privacy policy for what we hold and how to ask for it.
Food works a little differently
Kitchens are paid when you pay, so they can start cooking straight away. If your food doesn't arrive or isn't what you ordered, report it on the order: kitchens must refund it, MAIZU takes it up with them for you, and kitchens that don't refund are removed.
Questions about an order?