Message from our CEO
Weekly Updates
Average Query Resolution Time
14 days
Average Fulfilment Time
60%
of backlogged orders to date
Backlog Cleared
20%
Secure Checkout Reservation
IN DEVELOPMENTWhen you place an order, we place a temporary hold on the subscription amount instead of charging your card immediately.
This helps us confirm your payment method and process your orders faster.
- If your order is approved then the payment is completed
- If not the hold is released automatically (no money is taken). Depending on your bank, the hold may reflect for a few days before releasing the funds back to you.
Introduction of a call centre
The Call Centre line is intended to create:
- Faster first-response times for query resolution
- Better escalation management
- Improved transparency for customers awaiting resolutions
As soon as this line is implemented it will be shared on this page and other platforms.
Clearer and better managed timelines
We are changing our service level agreement with suppliers and customers to ensure we are clearer on expected timelines for everyone.
We will also showcase our performance on this page, for:
- Orders resolved
- Processing times
- Backlog progress
- Revised delivery and fulfillment times onsite
New leaders in each space
We have also been working hard to find the right people to manage the size of the business. We have hired new leaders in the spaces of:
- Customer Support
- Finance
- Product Development
To help us deliver on this new promise.
Improved payment processing modules
We are implementing a new payment processing module that will allow us to place a temporary hold on subscription payments when orders are placed, instead of charging cards immediately.
This will help us confirm payment methods and process orders faster, while also ensuring that if an order is declined the hold is released automatically and customers receive their money back without waiting for Rentoza to process a refund.
We are partnering with Paystack to implement this, and will share updates on the implementation progress here.
Are you still waiting for help?
info@rentoza.co.za
WhatsApp or SMS +27 76 372 0267
Mon–Fri 08:00AM–17:00PM
Call Centre number
Coming Soon...
An open letter from our founder
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.
What we’ve done
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.
Where things stand right now
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.
Our commitment to you
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