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Frequently Asked Questions
Find answers to common questions about subscriptions, equipment, and more.
We’ve tried to answer the most common questions to help you along your subscription journey.
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Getting Started
How does Subzz work?
Subzz is a golf equipment subscription service. Think of it as rental but built for the long game.
Browse clubs from our trusted retail partners on our website, or visit a participating retailer in-store. Choose 12, 18, or 24 months as your contract term, and subscribe.
Equipment is delivered to your door or you can collected from the store. Play your rounds, and when your term ends return the equipment and choose to upgrade, renew, or walk away. Subscription is about having access to the best equipment, without needing to own it.
Can I subscribe in-store?
Yes. You can subscribe through participating retail partners in-store. A staff member will walk you through the available range and help you complete your subscription on the spot. You can also browse and subscribe online on our website at any time.
Which retailers can I subscribe through?
We’re currently live with SA Golf Online and the pro shop at Royal Johannesburg Golf Club with more retail partners on the way soon. See the full list of participating retailers on the Merchant Partners page.
What equipment and brands are available?
Our retail partners stock clubs across all categories: Drivers, Fairway Woods, Hybrids, Irons, Wedges, and Putters, from leading brands including TaylorMade, Callaway, Titleist, Ping, Cobra and more. Browse the full range in our shop or visit a participating retail partner.
Is the equipment new, demo or pre-owned?
All of the above. Our retail partners list new equipment, demo equipment and pre-owned clubs. All demo and pre-owned clubs have been professionally inspected and maintained. Each product listing indicates whether it is new, demo or pre-owned.
Do you offer club fitting?
Yes, you have two options. You can get fitted by one of our participating retailers in-store before subscribing. Alternatively, get fitted anywhere and submit your club fitting specification sheet to us at hello@subzz.co.za. We’ll load your exact product and specification and send you a unique link that allows you to subscribe to your precise product and fit.
Can I trade in my existing clubs?
Yes. Trade-ins are offered by our participating retail partners. The proceeds from your trade-in can be applied as an upfront payment contribution towards your subscription, which reduces your monthly fee for the remainder of your term. Speak to your nearest participating retailer about trade-in options when you visit or contact us for more info.
Can I make an upfront payment to reduce my monthly fee?
Yes. During checkout you’ll see an upfront payment option that allows you to make a larger first payment towards your subscription. The balance is then spread equally across your remaining monthly payments, the more you put in upfront, the lower your monthly fee. There is no maximum upfront payment amount. The minimum upfront payment is equal to your first month’s subscription value. Trade-in proceeds can also be applied this way, speak to your retailer for details.
What subscription terms are available?
We offer 12, 18, and 24-month terms. Longer terms come with a lower monthly rate. You choose the term that suits your game and your budget at the time of subscribing.
Do I own the equipment?
No, equipment is owned by our retail partner throughout your subscription. You have full use of it for your term, and includes Subzz Protect. At the end of your term, equipment must be returned to the retailer.
Do I need to pay anything upfront?
Only your first month’s subscription payment is due when you confirm your order. There are no application fees, no deposit, and no setup costs. You also have the option to make a larger upfront payment to reduce your monthly fee, see the upfront payment question above.
Can I pause my subscription?
Subscriptions run for the full term you selected and cannot be paused. If your circumstances change, contact us and we’ll talk through your options.
What happens if I need to cancel early?
We understand circumstances change. If you need to cancel before your term ends, fees apply to cover the remaining months of your subscription. Contact us and we’ll walk you through the process.
What if the equipment I receive isn't as described?
Contact us within one week of receiving your equipment. Include photos and a description of the issue and we’ll work with the retailer to resolve it as quickly as possible.
Where does Subzz operate?
We currently operate across South Africa and deliver nationwide. You can also visit a participating retailer in-store if you prefer not to have your subscription delivered.
Is Subzz available outside South Africa?
Not currently. Subscriptions are open to South African residents only.
Applying
Who can apply?
To apply for a Subzz subscription you must be 18 or older, a South African citizen or permanent resident with a valid SA ID, and have an active email address and phone number.
What does the approval process involve?
We verify your identity and run a quick affordability assessment to confirm that the monthly payments fit your budget. This uses a combination of credit bureau data and understanding your affordability by getting data directly from your bank account. The process takes a few seconds, is seamless and all 100% secure and compliant.
How long does approval take?
Most applications are approved in 10–30 seconds. In some cases your application may go to manual review, which takes 24–48 hours. Manual reviews frequently result in approval.
Does this affect my credit score?
No. Our affordability assessment uses credit bureau data to verify your financial capacity but does not constitute a credit check and does not impact your credit score.
Why was my application declined?
Applications can be declined due to incomplete information, unmet eligibility criteria, or affordability concerns. You’re welcome to reapply after 24 hours. If you believe there’s been an error, or contact us to discuss.
What is "manual review"?
In some cases your application is referred to a member of our team for a closer look. This takes 24–48 hours. You’ll be notified of the outcome by email. Manual reviews frequently result in approval.
Why do you need my SA ID number?
Your ID number allows us to verify your identity, confirm your eligibility for our SA-only service, and comply with South African financial regulations.
Is my personal information safe?
Yes. We use AES-256 bank-level encryption to protect your data and comply fully with POPIA — South Africa’s data protection legislation. We will never sell or share your personal information with third parties without your consent.
Can a business or company subscribe?
Subzz subscriptions are for individuals only. Business or corporate subscriptions are not available at this stage.
Can I gift a subscription to someone else?
Not at this stage. The person who will be using the equipment needs to apply and complete the affordability assessment themselves. This ensures the subscription and cover are correctly set up in their name.
What if I was declined but believe I can afford the payments?
If you feel your application was incorrectly declined, contact us and we’ll look into it. You’re also welcome to reapply after 24 hours, in some cases a second application goes to manual review and results in approval.
My Subscriptions
What happens at the end of my term?
We’ll contact you 30 days before your term ends with your options. You can upgrade to new equipment and start a fresh term, renew your current subscription for another period, or return the equipment and walk away, no penalties either way.
How do upgrades work?
When your term ends, return your current equipment. Once received by the retailer, you’re free to subscribe to something new and start a fresh subscription. You can have your next subscription selected and ready to go before you return your current gear so there’s no unnecessary gap.
Can I upgrade before my term ends?
Subscriptions run for the full term you selected. If you’d like to exit early to upgrade, our early cancellation policy applies, fees cover the remaining months of your term. Contact us to discuss your options.
Can I swap to different equipment mid-term?
Equipment swaps are not available mid-term at this stage. You’re welcome to subscribe to additional equipment at any time, each subscription runs independently, but changes to an existing subscription take effect at term end.
Can I add more equipment during my subscription?
Yes. Each subscription runs independently from the date you subscribe, so you can add equipment at any time. Every Subzz account has a monthly spending limit based on the affordability assessment completed during sign-up, you can subscribe to multiple items as long as your total monthly payments remain within your allocated limit. If the equipment you want would take you over your limit, making an upfront payment reduces the monthly fee and may bring it within your allocation. To check your current limit, log into your account.
How is my monthly spending limit determined?
Your spending limit is set during the affordability assessment when you first sign up. It reflects your financial capacity and ensures your total monthly subscription payments remain manageable. If equipment you’d like to subscribe to exceeds your available limit, making an upfront payment reduces the monthly fee, potentially bringing it within your limit. Contact us if you have questions about your limit.
Can I renew my current subscription?
Yes. If you’re happy with your current equipment, you can renew for another 12, 18, or 24-month term when your current term ends.
Can I downgrade to less expensive equipment at renewal?
Yes. When your term ends you’re free to subscribe to any available equipment, including a lower-priced option. Your new monthly fee will reflect the equipment and term you choose.
Can I buy my equipment at the end of my term?
Yes. A buyout option is available at the end of your term. The buyout price is set by the retailer and reflects the current value of the equipment at that point. We’ll contact you 30 days before your term ends with your options. You can upgrade, downgrade, renew your current subscription, buyout the equipment you have or walk away, no penalties either way.
What condition must equipment be in when I return it?
Normal wear and tear is expected, cosmetic scuffs and grip wear are fine. Functional damage may be subject to fees if not covered by a valid Subzz Protect claim. If you’re unsure whether damage is claimable, submit a Protect claim before your return date.
What if I return equipment late?
Your monthly subscription fee continues until your equipment is returned. We’ll send return instructions 30 days before your term ends, arrange your return promptly to avoid additional charges.
How long does it take to receive new equipment after returning my current gear?
Once your return has been received and processed by the retailer, your new subscription can begin. Delivery of your new equipment takes 3–5 working days from the date your new subscription is confirmed or simply walk into any participating retailer and walk out with a new subscription and gear.
What if I move to a new address mid-subscription?
Log into your account and update your delivery address at any time. If a return is coming up, make sure your address is updated before we send return instructions so the courier collects from the correct location.
What if I'm going abroad for an extended period?
Subscriptions cannot be paused and your monthly payments will continue while you’re away. Contact us before you leave and we’ll talk through your options based on your situation.
What if my equipment develops a fault that isn't my fault?
Manufacturing defects and product faults are covered under the retailer’s warranty. Contact us with details and we’ll liaise with the retailer on your behalf to arrange a repair or replacement.
Payments
How much will I pay monthly?
Your monthly fee depends on the equipment you choose and your subscription term. All pricing is displayed clearly before you confirm your subscription, there are no hidden fees. Longer terms come with a lower monthly rate. You also have the option to make an upfront payment at checkout to reduce your monthly fee further.
Is VAT included in the monthly price?
Yes. All prices displayed include VAT. There are no additional taxes added at checkout.
When are payments taken?
Payments are taken on the same date each month as the date you started your subscription. You’ll receive an email reminder before each payment is due.
What payment methods do you accept?
We accept credit cards or debit cards.
Are there any setup or application fees?
No. Only your first month’s subscription payment is required upfront. There are no application fees, setup fees, or hidden costs.
Can I get invoices or statements for my payments?
Yes. Your full payment history and invoices are available in your account dashboard. You can view, download, or print them at any time.
Can I change my monthly payment date?
Yes. Contact us to request a payment date change and we’ll assist you.
What happens if a payment fails?
You’ll receive an immediate notification if a payment fails. You’ll have 7 days to update your payment method or resolve the issue. Contact us if you need assistance.
What happens if a payment is not resolved within 7 days?
If a failed payment isn’t resolved within 7 days, your subscription will be suspended and you’ll be required to return the equipment. Continued failure to pay or return the gear, which remains the property of the retailer throughout your subscription, may be treated as theft and pursued accordingly, in addition to being referred to our debt collection partner and you potentially being blacklisted.
We’d always rather find a solution than escalate. If you’re experiencing difficulties, reach out as early as possible, the sooner we know, the more we can do.
What if I'm struggling to afford my payments?
Contact us as soon as possible and explain your situation. We will always do our best to reach a solution that works for both parties. Early communication is important, the sooner you reach out, the more options are available to us.
Can I change my payment method?
Yes. Log into your account at any time to update your payment details.
Can I pay off my subscription early?
You can exit your subscription early, however early termination fees apply to cover the remaining months of your term. Contact us to discuss your options.
How do I dispute a charge I don't recognise?
Contact us immediately with details of the charge in question. We’ll investigate and respond within 2 working days.
Subzz Protect
What is Subzz Protect?
Subzz Protect is protection that is included with every subscription at no additional cost to you. It covers your equipment against accidental damage, theft, or loss for the full duration of your term. There is nothing extra to sign up for, it’s automatically included from day one.
What does Subzz Protect cover?
Subzz Protect covers accidental damage, including cracked clubheads, broken shafts, and damaged grips, as well as theft or loss from your car, home, or the course.
What is not covered?
Subzz Protect does not cover intentional damage or normal wear and tear. Cosmetic scuffs, grip wear, and general deterioration from regular use are expected over a subscription term and are not claimable.
What counts as normal wear and tear?
Normal wear and tear includes cosmetic surface marks, minor scuffs on the clubhead, and grip wear from regular use. It does not include structural damage, broken shafts, or damage that affects the performance of the equipment, these would typically be claimable under Subzz Protect.
Is Subzz Protect compulsory?
Yes. Subzz Protect is included with every subscription and cannot be removed. It protects both you and our retail partners for the full duration of your term.
How do I file a claim?
Log into your account and navigate to your active subscription. Submit a claim with a brief description and photos of the damage, or a police case number in the case of theft or loss. Our team will review your claim and respond within 5–7 working days.
Is there a fee to file a claim?
A claim administration fee of 10% of the claim value applies when you submit a Protect claim. This covers the cost of processing and resolving your claim. The fee is payable at the time your claim is approved.
What if my claim is rejected?
A claim administration fee of 10% of the claim value applies when you submit a Protect claim. This covers the cost of pro
If your claim is rejected you will be notified with a reason. If you believe the decision is incorrect, contact us to request a review. We’ll reassess the claim and respond within 5–7 working days.
cessing and resolving your claim. The fee is payable at the time your claim is approved.
Do I still pay my monthly fee while a claim is being processed?
Yes. Your monthly subscription continues as normal while your claim is being processed. Subzz Protect covers the equipment, your subscription covers your access to it.
Will I receive a replacement while my claim is being processed?
Replacement equipment is not available during claim processing. Your subscription remains active and your monthly payment continues while we work to resolve your claim. We aim to process all approved claims within 5–7 working days.
What if my equipment is damaged during delivery or the return courier?
If your equipment arrives damaged, contact us within one week of receiving it with photos and a description. We’ll work with the retailer to resolve it. Damage that occurs during a return courier arranged by Subzz is also covered, contact us immediately if this happens.
Delivery & Returns
How does delivery work?
Once your subscription is confirmed, your equipment is delivered to your door within 3–5 working days. Prefer to collect? You can subscribe and collect in-store at a participating retailer. Your preferred option can be selected during checkout.
Important: delivery policies may differ slightly from retailer to retailer. We will do our best to work with our partners to get your delivery to you as quickly as possible.
Is delivery free?
Yes. Delivery is included in your subscription, there are no additional delivery charges.
Do you deliver nationwide?
Yes. We deliver across South Africa. If you’d prefer not to have your equipment delivered, you’re welcome to visit a participating retailer and subscribe in-store.
What if I'm not home when the courier arrives?
The courier will contact you directly to make arrangements for redelivery. Alternatively, you can contact the courier to arrange a convenient time or collection point.
Can I change my delivery address after placing my order?
Yes, provided the order has not yet been handed to the courier. Contact us as soon as possible to update your address. If the order has already been collected by the courier, it will need to be returned to the courier hub before the address can be updated, contact us and we’ll assist you through the process.
What if my delivery is late?
If your equipment hasn’t arrived within 3-5 working days of your subscription being confirmed, contact the retail partner or us and we’ll investigate with the courier on your behalf.
Our retail partners use different couriers, in most cases you’ll receive updates from the courier or the retail partner directly regarding your delivery.
What should I do if I receive the wrong equipment?
Contact the retail partner or us within 48 hours of receiving your equipment with photos and a description of the issue. We’ll work with the retailer to arrange the correct equipment as quickly as possible.
How do I return equipment at the end of my term?
We’ll contact you 30 days before your term ends with return instructions. You can either schedule a courier pickup from your address or drop the equipment off in-store at a participating retailer. Return shipping is arranged and covered by Subzz at no cost to you.
Who arranges the return courier?
We do. When your term ends we’ll send you return instructions and arrange courier collection from your address. All you need to do is have the equipment packaged and ready on the agreed collection date.
How should I package my equipment for return?
We recommend opening your equipment carefully when it arrives and retaining the original packaging. You can then reuse it when returning your equipment at the end of your term.
What if I damage equipment before returning it?
If the damage is claimable under Subzz Protect, submit a claim before your return date. If the damage is not covered, repair or replacement fees may apply. Contact us before your return date and we’ll advise on next steps.
My Account
I can't log in. What do I do?
First, check your email for your account setup message and ensure you’re using the correct email address. Try the Forgot Password option on the login page. If the reset email doesn’t arrive, check your spam, junk, promotions, or updates folders, it comes from the Subzz Team. If you’re still unable to log in, contact us.
Where is my password reset email?
Check your spam or junk folder, your promotions tab in Gmail, or your updates folder. The email comes from the Subzz Team. If you still can’t find it, contact us and we’ll assist you.
How do I manage my subscription?
Log into your account to view your active subscriptions, check payment history, update your payment method, update your delivery address, and manage your return when your term ends.
How do I update my personal details?
Log into your account to update your contact information, delivery address or payment details at any time.
Can I transfer my subscription to someone else?
No. Subscriptions are non-transferable. The person using the equipment must have applied and completed the affordability assessment in their own name.
Can I get invoices or statements?
Yes. Your full payment history and invoices are available in your account dashboard. You can view, download, or print them at any time.
What data does Subzz hold about me?
We hold the personal and financial information you provided during sign-up, your subscription history, and your payment records. We comply fully with POPIA, South Africa’s data protection legislation. To request a full record of the data we hold about you, email us.
Can I request that my data be deleted?
Yes. You have the right to request deletion of your personal data under POPIA. Contact us. Please note that we are required to retain certain financial records for a period prescribed by law, we’ll advise you of what can and cannot be deleted at the time of your request.
Can I close my account?
There’s no cost or ongoing fee associated with having a Subzz account, so there’s no need to close it. If you’d prefer to have your account deactivated, contact us and we’ll take care of it for you.
What are my rights under the Consumer Protection Act?
As a South African consumer, you are protected under the Consumer Protection Act. Your rights include the right to fair, honest, and transparent dealings, the right to receive goods as described, and the right to have defective goods repaired, replaced, or refunded. If you believe your consumer rights have been infringed, contact us and we will work to resolve the matter.
How do I contact support?
Email us at hello@subzz.co.za, our team is available Monday to Friday, 9am–5pm SAST. You can also reach us via WhatsApp on +27 64 558 2201 or complete a contact form on the Contact Us page.
Still Have Questions?
We’re here to help. Get in touch with our team directly or explore more about how Subzz works.