To our customers, partners, and community,

I want to be direct with you.

Over the past 18 months, Rentoza grew faster than our operations could support. More customers joined. More products were added. But the systems, processes, investment and teams behind the scenes didn’t keep up.

The result was real:

• Outstanding orders
• Delayed cancellation of orders resulting in a backlog of refunds
• A support experience that fell far short of what you deserved

That is not the business we set out to build. And it is not the business we intend to be.

Over the past 3 months, we’ve made structural changes to fix this.

Here’s the progress so far:

• 60% of outstanding orders have now been fulfilled
• R2 million in initial subscription payments processed and returned to customers in the last 6 months

We’ve also brought in new leadership with a clear mandate: fix what broke and build it properly.

• A new Product Team is driving operational improvements and clearing backlogs
• New supplier partnerships are in place to improve fulfilment
• New Service Level Agreements (SLAs) have been implemented across all fulfilment channels – with clear timelines we intend to be held to

We will not hide from our past. We will own what went wrong, show what we are doing to fix it, and demonstrate through our actions over time that Rentoza today is a meaningfully better business than it was 18 months ago.

There is still work to do.

Some orders are still being processed. Some stock is still backlogged.

I won’t dress that up.

What has changed is this: We now have the right structure in place, and progress is measurable – and happening every day.

To keep ourselves accountable, we will be publishing a weekly public Recovery Update.

No vague updates. Just real numbers:

• Orders resolved
• Canceled orders finalised
• Response times

You will be able to track our progress and hold us to it.

We are introducing a clear Customer Commitment, so you know exactly what to expect from us:

• Clear delivery timelines communicated upfront
• Faster, more consistent support responses, backed by defined SLAs
• Weekly public progress updates
• A direct escalation channel for unresolved issues via a new call centre we are implementing
• Faster refunds through improved payment processing modules — if your order is declined, your money is automatically returned, no more waiting for Rentoza to process a refund for you

What hasn’t changed

We started Rentoza on a simple belief:

Access to the things you need shouldn’t come with long-term financial pressure or the burden of ownership. That hasn’t changed.

What’s changing is our ability to deliver on that promise — consistently, and at the standard it always deserved.

Trust is earned every day. We know that. And we are doing the work.

With accountability and commitment,

Avinesh Reddy

Chief Executive Officer, Rentoza

5 May, 2026