Refunds
Cancellation & Refund Policy
When and how you can cancel, and how refunds work, for bookings and
Effective: to be confirmed on approval
Interim version. This document reflects current commercial decisions and is published in good faith for transparency. It is not yet final. Final terms will be confirmed after sign-off by South African counsel and the Gauteng Tourism Authority. If you have legal queries in the meantime, contact [email protected].
Scope
This policy explains cancellations and refunds for Experiences and event tickets booked through Visit Gauteng. It is designed to comply with section 17 of the Consumer Protection Act (CPA) and sections 42-44 of the ECT Act. The Marketplace (physical goods) is covered by the separate Returns, Refunds & Defects Policy.
Your right to cancel an advance booking
Under section 17 of the CPA you may cancel an advance booking at any time. The Operator may charge a reasonable cancellation fee, which depends on how much notice you give, the nature of the Experience, and the realistic chance of reselling your slot.
The 7-day cooling-off right and its limits
For some services bought online, section 44 of the ECT Act gives a 7-day cooling-off right to cancel without reason. Important: section 42(2) excludes this right for accommodation, transport, catering and leisure services booked for a specific date or period, which covers most dated Experiences and event tickets. Where the cooling-off right applies, you may cancel within 7 days; where the dated-service exclusion applies, the section 17 tiers above apply instead. The listing states which applies.
If the Operator or event cancels
If the Operator cancels an Experience, or an event is cancelled, you are entitled to a refund of the amounts you paid. We will not force a credit or voucher on you in place of a refund. If an event is postponed, you may accept the new date or take a refund.
Illness, death and exceptional circumstances
Under section 17(5) of the CPA, no cancellation fee applies where the cancellation results from the death or hospitalisation of the person for whom the booking was made. We also handle genuine exceptional circumstances fairly.
How refunds are made
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Refunds are made to the original payment method via PayFast.
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We aim to process approved refunds within 7-14 business days; your bank may take longer to reflect them.
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Where a refund is due from the Operator, we facilitate it through the platform's settlement and reconciliation process.
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How to cancel or request a refund
Cancel from your account (Bookings), or email [email protected] with your booking reference. We confirm the cancellation and any fee or refund in writing.
Unfair terms
Any term that purports to deny these rights, impose a blanket 'no refunds' rule, or charge an unreasonable fee is not enforceable to the extent it conflicts with the CPA.
Contact
Questions about this document: [email protected]. Operator: Mind Interactive Holdings (Pty) Ltd (trading as Mind Interactive), reg 2020/171062/07, VAT 4530314246, Design Quarter, Leslie Road, Douglasdale, 2191; [email protected]; www.mindinteractive.co.za. Brand owner and tourism partner: Gauteng Tourism Authority (GTA), 12th Floor, 124 Main Street, Marshalltown, 2001; [email protected]. You may also lodge a complaint with the Information Regulator of South Africa ([email protected]; https://inforegulator.org.za).
Operated by Mind Interactive Holdings (Pty) Ltd (trading as Mind Interactive, reg 2020/171062/07, VAT 4530314246) under the Visit Gauteng brand licensed from the Gauteng Tourism Authority (GTA).