By subscribing to OUAY, you agree to the following subscription terms.

1. Your subscription
OUAY subscriptions are recurring orders. Your selected products, delivery frequency, price and subscription discount will be shown before you complete checkout. Your first payment is taken when you subscribe. Future payments are collected automatically using your selected payment method.

2. Subscription discount
Active OUAY subscribers receive 10% off their recurring subscription orders.

3. Cancelling your subscription
You may cancel your subscription at any time by emailing support@ouayfoods.com. Cancellation requests must be received by Sunday at 3pm to stop the next scheduled order. Requests received after the cut-off may only take effect from the following delivery cycle. Once your cancellation has been confirmed, no further subscription payments will be collected.

4. Changes to your subscription
If you would like to change your flavours, quantity, delivery frequency or other subscription details, please contact support@ouayfoods.com before Sunday at 3pm. Changes received after the cut-off may only apply to the following delivery cycle.

5. Payments
By subscribing, you authorise OUAY and its payment service provider to automatically charge your selected payment method for recurring subscription orders until your subscription is cancelled. You are responsible for keeping your payment details up to date and ensuring sufficient funds are available.

6. Fresh products
OUAY is a fresh, refrigerated product. Once a subscription order has entered production or has been dispatched, it cannot be cancelled or refunded for change of mind. If there is a quality issue, damaged product or an incorrect order, please contact support@ouayfoods.com and we'll assist you.

7. Subscription changes by OUAY
OUAY may update subscription pricing, delivery schedules or subscription terms from time to time. We will communicate any material changes before they take effect.

1. About OUAY
These Terms and Conditions govern your use of the OUAY website and purchases made through the website. "OUAY", "we", "us" and "our" refer to OUAY (Reg. No. 2026/665461/07). "You" and "customer" refer to the person using the website or placing an order.

Our contact details are:
Website: theouay.com
Email: support@ouayfoods.com
Physical address: 2136 Voltaire Drive, Dainfern, 2191, Gauteng, South Africa.

2. Acceptance of these terms
By using the website, creating an account, placing an order or subscribing to recurring deliveries, you agree to these Terms and Conditions, our Shipping Policy, Refund Policy and any other policies displayed on the website. If you do not agree, please do not place an order.

3. Products and product information
OUAY sells fresh, refrigerated ready-to-drink meals, overnight/blended oats and related food products. We take reasonable care to ensure product descriptions, images, nutritional information, allergen information, flavours, pack sizes and prices are accurate. Packaging, colour, texture and flavour appearance may vary slightly between batches because the products are food products.

The information on the product label supplied with the product takes precedence where there is any difference between the website and the final product packaging. Customers with allergies, intolerances or specific dietary requirements should review the label before consuming the product.

4. Pricing
All prices are displayed in South African rand (ZAR). Prices include taxes where legally applicable. Delivery charges, where applicable, are shown separately at checkout. Prices, promotions and discounts may change without notice, but any change will not affect an order already accepted and paid for.

5. Orders and order acceptance
An order is submitted when you complete checkout and payment. We may decline or cancel an order if a product is unavailable, a payment fails, an obvious pricing or website error occurs, we cannot safely fulfil the order, or the order falls outside our delivery or collection area. If we cancel an order after payment, we will refund the amount paid for the cancelled item or order.

Because OUAY products are fresh and produced in planned batches, product availability may be limited. We will not substitute a materially different product without your consent.

6. Payment
Payment is made through the payment methods made available at checkout. Card and other electronic payments are processed by third-party payment service providers. OUAY does not require customers to send card details by email or direct message. An order is not confirmed until payment has been authorised or otherwise accepted.

7. Subscriptions and recurring payments
Where a subscription option is offered, the price, frequency and applicable discount will be displayed before checkout. Active OUAY subscriptions currently receive a 10% discount on recurring subscription orders unless a different offer is shown at checkout.

By subscribing, you authorise OUAY and its payment service provider to automatically charge your selected payment method for each recurring order until the subscription is cancelled. Your first payment is charged when you subscribe, and later payments are collected according to the billing frequency shown at checkout.

Subscription changes or cancellation requests must be sent to support@ouayfoods.com. To prevent the next planned production/delivery cycle, requests should be received by Sunday at 3pm. Requests received after the cut-off may only take effect from the next cycle. Once a fresh order has entered production or dispatch, cancellation or change may not be possible.

8. Delivery and collection
Delivery and collection are governed by our Shipping Policy. We currently deliver across Gauteng. Durban orders are available for collection in Hillcrest only. Delivery charges depend on location and are shown or confirmed as part of the order process.

9. Storage and food safety
OUAY products are refrigerated and perishable. Unless the product label states otherwise, products must be kept refrigerated at 0–5°C and must not be left unrefrigerated for extended periods. The current ready-to-drink range has a refrigerated shelf life of up to 30 days from delivery when stored correctly. Customers are responsible for promptly refrigerating products after delivery or collection and following the storage and use-by instructions on the label.

10. Returns, defects and refunds
Returns and refunds are governed by our Refund Policy. Because OUAY sells fresh, refrigerated, perishable food products, we do not accept change-of-mind returns once products have been delivered or collected. This does not limit any rights a customer has under applicable South African consumer law in relation to defective, unsafe, damaged, incorrect or misdescribed goods.

11. Promotions and discount codes
Promotions, referral codes, subscription discounts and other offers may be subject to additional conditions. Unless stated otherwise, promotional offers cannot be exchanged for cash and may not be combined with another discount. OUAY may withdraw or amend a promotion before an order is placed.

12. Website use and intellectual property
The OUAY name, logo, product names, packaging, photographs, copy, recipes, graphics and other brand materials are owned by or licensed to OUAY and may not be copied, reproduced or used commercially without prior written permission.

You may use the website for lawful personal shopping and information purposes only. You may not interfere with the website, attempt unauthorised access, use automated methods to scrape the website, or use the website in a fraudulent or unlawful manner.

13. Privacy and communications
We process personal information for purposes such as processing orders, arranging delivery, customer support, subscriptions and communications, in accordance with applicable privacy law and our Privacy Policy where published. You are responsible for providing accurate contact and delivery details.

14. Limitation of liability
Nothing in these Terms excludes or limits any liability or consumer right that cannot lawfully be excluded. To the extent permitted by law, OUAY is not responsible for loss caused by a customer's failure to follow storage instructions, incorrect delivery details supplied by the customer, misuse of the product, or events outside our reasonable control.

15. Changes to these terms
We may update these Terms from time to time. The version displayed on the website at the time an order is placed will apply to that order, unless the law requires otherwise.

16. Governing law and contact
These Terms are governed by the laws of the Republic of South Africa. If you have a question, complaint or concern, please contact support@ouayfoods.com and we will try to resolve the matter promptly.

1. Where we deliver
OUAY currently delivers across Gauteng, including Johannesburg and selected surrounding areas such as Centurion, Pretoria, the East Rand and West Rand, subject to courier coverage and safe refrigerated delivery.

We do not currently offer home delivery in Durban. Durban orders are available for collection in Hillcrest. Collection details and the available collection window will be communicated after the order is confirmed.

2. Delivery fees
Customers pay the applicable fee, which is shown at checkout before payment. Delivery within Gauteng is a flat fee of R150 per order. Collection in Hillcrest (KwaZulu-Natal) carries a flat fee of R75 per order.

3. Order timing and delivery
Every OUAY order is freshly made to order. Please allow up to 8 business days from the day you place your order until it is delivered. This covers production, dispatch and courier transit, and is subject to product availability, production scheduling, HPP processing, courier capacity and other operational requirements.

Because OUAY is produced fresh, delivery dates are estimates rather than guaranteed time slots. If a material delay affects your order, we will communicate with you using the contact details supplied at checkout.

4. Cold-chain handling
OUAY is a refrigerated food product. We take reasonable steps to dispatch and transport the product under suitable chilled conditions. On delivery or collection, customers must place the products in a refrigerator as soon as possible and keep them at 0–5°C. Do not accept or consume a product if the packaging is visibly damaged, leaking or otherwise appears unsafe.

5. Receiving your order
Please ensure that someone is available to receive the order at the delivery address. The delivery address and contact number provided at checkout must be accurate. Where a delivery cannot be completed because nobody is available, the address is incorrect or the customer cannot be contacted, an additional re-delivery fee may apply.

6. Checking your order
Please inspect your order promptly after delivery or collection. If you receive the wrong product, damaged packaging, missing items or have a product-quality concern, contact support@ouayfoods.com as soon as possible with your order number and photographs where relevant. Please keep the affected product refrigerated until we advise you what to do.

7. Delivery delays outside our control
Occasional delays may occur because of traffic, weather, power interruptions, courier disruption, production constraints or other events outside our reasonable control. We will take reasonable steps to minimise disruption and keep affected customers informed.

8. Contact
For delivery or collection questions, email support@ouayfoods.com.

Important: OUAY products are fresh, refrigerated and perishable. For food-safety reasons, products that have been delivered or collected cannot ordinarily be returned to stock and resold.

1. Change-of-mind returns
We do not accept returns or provide refunds simply because you changed your mind after a fresh OUAY product has been delivered or collected. This is because the product is perishable and its cold-chain history cannot be verified once it has left our control.

2. Damaged, incorrect or defective products
If your order is incorrect, arrives with damaged or leaking packaging, appears unsafe, or you believe there is a product-quality defect, please contact support@ouayfoods.com as soon as possible. Where possible, please notify us promptly after delivery so that we can investigate while the product and delivery conditions can still be assessed.

Please include: your order number; the product and flavour affected; a brief description of the problem; clear photographs of the product and packaging where relevant; and the batch/lot or use-by information from the label, if available.

Please keep the product refrigerated and do not discard it until we have advised whether it needs to be collected, returned or safely disposed of.

3. Remedies
Once we have assessed the issue, and where the complaint is valid, OUAY may provide an appropriate replacement, credit or refund. Where applicable South African consumer law gives you a particular remedy, those statutory rights will apply and are not limited by this policy.

4. Returns requested by OUAY
Do not send a refrigerated product back to us unless OUAY has specifically asked you to do so. If a return is required, we will provide instructions. The return address is: OUAY Foods, 2136 Voltaire Drive, Dainfern, 2191, Gauteng, South Africa.

Where a return or collection is required because of a verified defect, incorrect item or other issue attributable to OUAY, OUAY will arrange or cover reasonable return/collection costs.

5. Refund processing
Approved refunds will be processed to the original payment method where reasonably possible. OUAY will initiate the refund within 10 business days after approval. Your bank or payment provider may require additional time before the funds reflect in your account.

6. Orders that cannot be fulfilled
If we are unable to fulfil an item or order after payment because of stock availability, production constraints or another issue on our side, we will contact you and either offer an agreed alternative or refund the affected amount.

7. Consumer rights
Nothing in this policy is intended to exclude, restrict or waive any rights that a consumer has under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other applicable South African law.

8. Contact
For returns, refunds or product-quality concerns, contact support@ouayfoods.com.