Is DuelaPay really 100% interest-free?
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Yes — completely. Zero interest, every time, on every purchase, with no rate that kicks in if you're late. Your DuelaPay price does include a small amount on top of the cash price — it covers your protection, the platform, and the convenience of paying from anywhere. You see the full price before you commit. It never changes, and it's never hidden.
Do I need a credit check or credit history to sign up?
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No credit check, ever. We use your own payment behaviour with DuelaPay to build your shopper rating — not your credit score or credit history. A first-time shopper qualifies just as easily as someone with years of credit history.
How much do I pay upfront when I reserve an item?
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You pay a 25% deposit of your DuelaPay price to reserve the item. That locks in the price and starts your lay-by. The remaining 75% is then split equally across your chosen term — 3 to 6 months. For example: a R1,200 cash-price item at the standard 5% rate has a DuelaPay price of R1,260. Your deposit is R315, and the remaining R945 is split over your term.
When do I actually receive my items?
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Once your final payment is confirmed, we'll notify you by SMS and in the app — then you collect in-store or the merchant arranges delivery. This is different from typical buy-now-pay-later, where you get the goods immediately and owe the debt. With DuelaPay, you only receive what you've already paid for in full.
What happens if I miss a payment?
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We'll always remind you ahead of time — via SMS and in-app notification. If you miss a payment, we'll reach out and give you the option to request a one-week extension at no cost. We never charge interest or late fees. Repeated missed payments will affect your DuelaPay shopper rating, which may limit your access to new lay-bys.
Can I cancel a lay-by after I've started?
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Yes, you can cancel a lay-by at any time before your final payment. If you cancel, your deposit and any installments paid to date will be refunded within 7 business days, minus a 1% cancellation fee. The product is then returned to the merchant's inventory. Cancellation requests are submitted through the DuelaPay app or website. If a lay-by is abandoned instead — missed payments with no response to our attempts to reach you — DuelaPay may cancel it on your behalf, refunding what you've paid minus an administrative fee of up to 10%.
What payment terms are available?
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DuelaPay currently offers payment terms from 3 to 6 months. You choose your term inside the app once you tap through to a product, based on what suits your budget — and a strong payment record can unlock an extra month. All terms split the remaining 75% (after deposit) into equal monthly installments over the chosen period. Use our payment calculator on the Shoppers page to see exactly what you'd pay on any amount.
How many lay-bys can I have active at the same time?
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It depends on your DuelaPay shopper rating. New shoppers usually start with up to 2 active lay-bys at once, and that limit grows as you build a track record of on-time payments. You can always see your rating and current limit in the app.
Which stores accept DuelaPay?
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DuelaPay has a growing network of partner merchants across South Africa covering fashion, electronics, home goods, baby products, sporting goods and more. Both online stores and physical retail locations are included. You can browse our full merchant directory in the DuelaPay app, or look for the DuelaPay badge on partner store websites and in-store signage.
Is Duela a loan?
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No. Duela is not a loan, and you're not borrowing money. You reserve your item, pay in parts, and collect it once your plan is complete.
Why is the DuelaPay price different from the cash price?
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It includes the managed lay-by experience — payment convenience, plan tracking, protection and reminders — on top of the merchant's cash price. You see the full amount before you start, and it never changes once your plan begins.
What is abandonment, and how is it different from cancelling?
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Abandonment is different from choosing to cancel. It only happens when a plan has gone unpaid for a long period and we can't get a response from you, even after reminders. Before that ever happens, we reach out and give you time to catch up, restructure, or cancel properly — abandonment is a last resort, not a normal part of using DuelaPay.
Why does an abandonment fee exist?
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When an item is reserved for a long time and a plan is never paid or properly cancelled, the merchant can lose other sales and DuelaPay has to manage the unresolved plan. An abandonment fee may apply to help cover that — but only after reminders and real chances to fix the plan first. This is separate from the smaller fee for choosing to cancel yourself — see "Can I cancel a lay-by after I've started?" above.
What happens if I lose my job or get hospitalised?
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Don't cancel right away — your plan may be protected by Duela Protect. Reach out to us and we'll help you check whether you can claim before you do anything else.
How do I get my refund?
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Refunds are paid back to you within 7 business days, through the same channel you paid with or another available refund option shown to you at the time.
How and when does DuelaPay pay merchants?
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DuelaPay starts paying you the moment a shopper's 25% deposit is confirmed and the order is verified — your first payout lands in your merchant account within 1–2 business days of confirmation. You don't wait for the shopper to complete all their installments before you see any money: payouts continue releasing progressively as the plan is paid off. How much lands upfront depends on your trust tier, built from your track record with us — the longer and cleaner it is, the more of each instalment you get immediately. Every merchant is paid out in full; tier only changes how fast.
What are DuelaPay's merchant fees?
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You pay nothing to use DuelaPay. No setup fee, no monthly subscription, no commission on sales. You receive your full cash price on every completed plan.
Do merchants receive the full selling price?
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Yes. Your Buy Now price is protected on every completed plan. We don't quietly reduce your settlement with a card-style transaction fee. If a paid merchant plan or enterprise arrangement ever applies, any service fee is disclosed upfront — never hidden in your settlement.
What if a shopper defaults on their installments?
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That's on us, not you. Chasing a missed installment is entirely DuelaPay's job, and any payout you've already received stays yours. We handle arrears, extensions and recovery ourselves — no chargebacks, no revenue reversals, no merchant liability.
Which ecommerce platforms does DuelaPay integrate with?
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All of them. There's no plugin to install — from your merchant portal, you generate a DuelaPay link for each product and paste it next to your price, whether you're on WooCommerce, Shopify, or your own custom site. If you run a larger catalogue and want deeper control, we also offer an API, with full documentation and support from our team while you get set up.
Do I need to hold stock until the shopper finishes paying?
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Yes — you reserve the item for the shopper until their final payment clears. In practice, that means marking it reserved in your inventory from the moment the deposit lands, and only releasing it for collection or delivery once we confirm the final payment.
Can DuelaPay work in my physical store as well?
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Absolutely. DuelaPay supports both ecommerce and in-store (POS) integrations. In-store merchants receive a DuelaPay merchant code that lets shoppers initiate a lay-by on the DuelaPay app using your merchant QR code or ID at the till. Our team will set this up during your onboarding process.
How long does it take to get set up as a merchant partner?
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Most merchants are live the same day — your first product links take minutes to generate, and listing a starter catalogue is usually an afternoon's work. API integrations can take 5–10 business days depending on your setup. Our team supports you through the whole process.
Is my personal information safe with DuelaPay?
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Yes — your data is protected with 256-bit SSL encryption at rest and in transit. DuelaPay is PCI-DSS compliant and does not store full card details on our servers. We never sell or share your personal data with third parties for marketing purposes. Our full privacy policy is available on the DuelaPay website.
What information do I need to provide to sign up?
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To create a DuelaPay shopper account, you'll need your first name, last name, South African mobile number, email address, and SA ID number. No proof of income, bank statements, or credit information are required. We confirm your mobile number with a one-time PIN (OTP), and verify your identity against your ID number. On WhatsApp, verifying is as simple as sending a photo of your ID and a quick selfie — no forms, no uploads to a website. For larger plans, we may ask for one extra selfie just to confirm it's really you.
How do I reset my DuelaPay password?
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You can reset your password anytime from the DuelaPay login screen by clicking "Forgot Password". You'll receive a secure reset link to your registered email address. If you no longer have access to your registered email, contact our support team via WhatsApp or email and we'll verify your identity and assist with account recovery.
What is the DuelaPay Shopper Rating and how is it calculated?
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Your DuelaPay Shopper Rating is a score (out of 5) that reflects your payment history on the platform. It starts at a base level when you join and improves each time you make on-time payments and successfully complete lay-bys. A higher rating unlocks more simultaneous lay-bys and higher reserve limits. It is never shared with credit bureaus or third parties.
Which payment methods does DuelaPay accept?
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DuelaPay currently accepts South African debit cards, credit cards (Visa and Mastercard), and bank EFT (electronic funds transfer). Instant EFT via major SA banks is also supported for deposits. We are working on adding more payment options including SnapScan and mobile wallet support.
When exactly are my installment payments due?
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Your installment payments are due on a monthly basis, starting exactly one month after your initial deposit. For example, if you pay your deposit on the 5th, your first installment is due on the 5th of the following month. All future installments follow the same monthly schedule. Your payment schedule is clearly shown in the DuelaPay app and you'll receive reminders 2 days before each due date.
Can I pay off my lay-by early?
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Yes — you can make early payments or pay off your full remaining balance at any time from the DuelaPay app or website. There are no early settlement penalties or fees. Paying early means your item is released sooner. Early payment does not change the total amount you owe — you always pay only the product price with zero interest.
Are there any fees I should know about?
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DuelaPay charges shoppers zero interest and zero monthly fees. The only potential fee is a cancellation fee: 1% if you cancel a lay-by yourself, or up to 10% if a lay-by is cancelled because it's been abandoned with no payment or response from you. There are no late fees, no account fees, no processing fees — no surprise charges of any kind.
