Our Policies

To ensure fairness, safety, security, and a positive experience for everyone, we have policies and guidelines that we adhere to strictly. Our policies are based on inclusivity and the safety of our sellers, borrowers and shoppers. We are committed to providing a positive experience for everyone.

Zero Tolerance Policy South Africa

TO PROTECT OUR CUSTOMERS AND SAFEGUARD OUR GOOD NAME, THE FOLLOWING POLICIES AND PROCEDURES GOVERN US:

We are registered second-hand dealers and will process all goods bought and sold in this store in accordance with the Second-Hand Goods Act, No.6 of 2009, and any other applicable laws.

We are members of the South African Police Service Accredited Association, National Association of Franchised Second-Hand Dealers, and abide by their rules and Code of Conduct.

We will do everything reasonable to ensure that no stolen goods are traded in this store and if we have any doubt, we will not buy the item.

We will go to all reasonable lengths to assist the South African Police Service in combatting crime, and will share our information freely with them.

We are obliged to inform the Police of any suspicious characters and circumstances.

All transactions are recorded on CCTV.

We will not buy from anyone under the age of 18 years or from those unable to produce an ID Document, Passport or Driver’s Licence.

We support and co-operate with the BSA (Business Software Alliance), SAFACT (South African Federation Against Copyrighting and Theft), FPB (Film and Publication Board) and SAMPRA (South African Music Performance Rights Association).

If suspected stolen goods are identified on these premises, the following procedures will be followed:

  • The Police will be contacted.
  • An internal enquiry will be conducted.
  • Action will be taken based on the facts at hand.
  • Any Cash Converters franchisee operating illegally and knowingly contrary to this Code of Conduct will have their franchise agreement cancelled.

We comply with the Consumer Protection Act, No.68 of 2008.

We are a registered credit provider with the National Credit Regulator and comply with the National Credit Act, No.34 of 2005.

Cash Converters is a full member of the Franchise Association of South Africa.

Zero Tolerance Policy Namibia

TO PROTECT OUR CUSTOMERS AND SAFEGUARD OUR GOOD NAME, THE FOLLOWING POLICIES AND PROCEDURES GOVERN US:

We will process all goods bought in this store in accordance with the Second Hand Goods Act, and any other applicable laws.

We will do everything reasonable to ensure that no stolen or suspect goods are traded in this store and if we have any doubt, we will not buy them.

We will go to all reasonable lengths to assist the Namibian Police in combatting crime, and we will share our information freely with them.

We reserve the right to inform the police of any suspicious characters and circumstances.

We will not buy from anyone under the age of 21 years or from those unable to produce an ID Document, Passport or Driver’s Licence.

We support and co-operate with organisations that support ethical business practices.

If suspected stolen goods are identified on these premises, the following procedures will be followed:

  • The police will be contacted.
  • An internal enquiry will be conducted.
  • Action will be taken based on the facts at hand.
  • Any Cash Converters Franchisee operating illegally and knowingly contrary to this Code of Conduct, will have their franchise agreement cancelled.

6 Month Guarantee

Faulty goods returned within 6 months of purchase, can be:

  • REPAIRED at Cash Converters cost, or
  • REPLACED with an item of similar value, or
  • REFUNDED at purchase price.
  • Express guarantees are printed on the back of the till slip

Express Guarantee

Please note – The following products carry an express guarantee:

  • Scuba Gear
  • Batteries
  • Car Audio (not professionally installed)
  • Electronic Games
  • Speakers
  • CD’s, DVD’s
  • Other expressly specified items
  • Express guarantees are printed on the back of the till slip

Please retain your till slip to validate your guarantee. Terms and conditions apply.

Language Policy

The Business of Cash Converters

Cash Converters primarily deals in the buying and selling of second-hand goods and provides pawn broking credit, branded as “Cash Advance”, and short term small credit branded as “PayDay Advance”. All Cash Converters stores need to be registered credit providers with the NCR.

Cash Converters Group Language Policy

The Language Policy of the group is embedded in the operational systems, applications and manuals to which all franchisees are required to adhere in terms of the franchise agreement. From commencement of trading all stores adopt and act in accordance with the said policy. The purpose of the Group’s language policy is to provide guidelines in terms of language usage for document compliance, marketing practice and customer interaction.

  • Documentation
    • Pre-agreement statements and quotation (Form20)
      • “Cash Advance” product
        • The following languages are available for customers:
        • English
        • Afrikaans
        • Setswana
        • Xhosa
        • Zulu
      • “PayDay Advance” product
        • The following language options are available:
        • English
        • Afrikaans
        • Setswana
        • Xhosa
        • Zulu
    • Credit Agreement (Form20.2)
      • “Cash Advance” product
        • The following language options are available:
        • English
        • Afrikaans
        • Setswana
        • Xhosa
        • Zulu
      • “PayDay Advance” product
        • The following language options are available:
        • English
        • Afrikaans
        • Setswana
        • Xhosa
        • Zulu
    • Enforcement Notice (S129)
      • “Cash Advance” product
        • Not applicable to Pawn Transactions
      • “PayDay Advance” product
        • Enforcement Notices are printed in English.
        • In the event that a language other than English was contracted in, the enforcement notice will be sent in English and will include an additional version of the letter in the elected language attached to the English letter.
  • Marketing and advertising material
    • Print material is primarily presented in English and Afrikaans as these are the primary languages that the chosen print medium appears in.
    • When other vernacular publications are used the appropriate language policy of that medium is adhered to.
    • Television advertising is done in English.
    • Radio advertising is primarily done in English and other languages depending on the regional station chosen.
    • Store based marketing material reflects the language demographics of the particular region.
  • Internet
    • Cash Converters website is available in English only.
    • The website can be found at www.cashconverters.co.za
  • Store staff
    • The store staff are employed by the independently owned and operated franchisees.
    • The standard language of service is in English and where possible Afrikaans.
    • Recruitment policies suggest that store staff are recruited from the store trading area and are required to communicate and service customers in the regional vernacular. This will ensure that customers are dealt with in a language that they understand.
    • Store staff are required to ensure that customers understand their rights and obligations as it relates to credit agreements.
  • Call Centres
    • The call centres are currently able to converse with customers in the following languages:
    • English
    • Afrikaans
    • Zulu
    • Setswana
    • Sotho
    • Venda
    • Ndebele
    • Xhosa
  • Availability of the Language Policy
    • The Language Policy is available on the Groups’ website at www.cashconverters.co.za
    • The Language Policy will be available at any Cash Converters store
    • Any consumer may make contact with the franchise support centre and will be supplied with the Language Policy. Contact can be made as follows:
      • Telephonically: +27 (0)87 820 4060
      • Email: language.policy@cashconverters.co.za
      • Postal Address: Cash Converters SA (Pty) Ltd
        • Private Bag X7 Halfway House 1685
      • Physical Address:
        • 22 Mac-Mac Road, Waterfall Park
        • Vorna Valley, Midrand
        • Gauteng
  • Review of Language Policy
    • The Groups’ Language Policy shall be reviewed annually and amended when deemed necessary.

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