Legal
Return and Refund Policy
This policy explains how cancellations, rescheduling, returns, and refunds work for the paid services we offer, mainly one-on-one financial education sessions. It is designed to be fair and to respect your rights under South Africa's Consumer Protection Act, 2008 (CPA) and the Electronic Communications and Transactions Act, 2002 (ECTA).
1. What this policy covers
This policy applies to paid bookings and any paid digital products or services offered through this website. Free content, such as the newsletter, podcast, and videos, is not affected by this policy.
2. Your cooling-off right
Under section 44 of ECTA, if you buy a service online you may have the right to cancel within seven days, without reason or penalty, and receive a refund of any amount already paid. Please note an important exception: this right does not apply once the service has begun, or has been fully performed, with your agreement. This means that once your coaching session has started or taken place, the cooling-off right no longer applies to that session.
3. Cancelling or rescheduling a session
We understand that plans change. Our aim is to be reasonable and fair:
- More than 24 hours before your session: you may reschedule or cancel at no charge, and any amount paid will be refunded or credited to a future session, as you prefer.
- Less than 24 hours before your session: we may not be able to offer a refund, because the time has been reserved for you. We will always try to offer a reschedule where possible.
- No-shows: if you do not attend a booked session without letting us know, the session is treated as delivered and is not refundable.
4. If we cancel or cannot deliver
If we need to cancel or postpone a session for any reason, we will let you know as soon as possible and offer you the choice of a new time or a full refund of any amount you paid for that session.
5. When you are not satisfied
Your satisfaction matters to us. If something goes wrong with a session, please contact us within 7 days at contact@ivynsambo.co.za and tell us what happened. We will listen and, where fair and appropriate, offer a reschedule, a partial refund, or a full refund. Please remember that our sessions provide education and information, and we cannot guarantee any particular financial outcome or result.
6. How to request a refund
To ask for a refund or to cancel or reschedule, email us at contact@ivynsambo.co.za with your name, the date and time of your booking, and the reason for your request. We may also ask your booking or payment provider to assist.
7. How refunds are paid
Approved refunds are paid using the same method you used to pay, unless we agree otherwise. We aim to process refunds within a reasonable time, usually within 14 business days of approval. The time it takes to reach your account may depend on your bank or payment provider.
8. Digital products
If we offer any downloadable or digital products in future, and you have already accessed or downloaded them, they may not be refundable except where the law requires it or where the product is faulty or not as described.
9. Your statutory rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2008, ECTA, or any other applicable law. Where this policy conflicts with those rights, your statutory rights prevail.
10. Contact us
For any questions about cancellations, returns, or refunds, contact us at contact@ivynsambo.co.za.
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