Cancellation & Refund Policy

This policy covers Experiences booked through Visit Gauteng and event tickets, where ticket sales are offered. Marketplace products are covered by the Returns, Refunds & Defects Policy. It reflects section 17 of the Consumer Protection Act 68 of 2008 (CPA) and sections 42 to 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECT Act).

For most Experiences you pay the Provider directly and the GTA does not handle your money. Cancellations and refunds are then between you and the Provider, under the Provider's policy and the rights in this document. We may help if you cannot resolve a problem with the Provider.

Under section 17 of the CPA you may cancel an advance booking or reservation. The Provider or organiser may charge a reasonable cancellation fee, depending on how much notice you give, the nature of the Experience, and whether the slot can realistically be resold. The fee is shown on the listing or in the Provider's terms.

The ECT Act gives a 7-day cooling-off right for some online purchases. Under section 42(2), it does not apply to accommodation, transport, catering or leisure services booked for a specific date or period, which covers most Experiences and event tickets. For those, the section 17 right in clause 3 applies instead.

If a Provider cancels your Experience, or an event is cancelled, you are entitled to a full refund of what you paid. You do not have to accept a credit or voucher instead. If an event is postponed, you may attend on the new date or ask for a refund.

Under section 17(5) of the CPA, no cancellation fee may be charged if you cannot attend because the person the booking was for has died or been hospitalised.

Where you paid through Visit Gauteng (for example for an event ticket), refunds are made to your original payment method through Paystack. We aim to process approved refunds within 10 business days; your bank may take longer to show them. The cost of a refund is recovered from the Provider or organiser under their agreement with the GTA.

Cancel from your account (Bookings or Tickets), or email admin@visitgauteng.net with your reference. We or the Provider will confirm the cancellation and any fee or refund in writing.

A "no refunds" rule, or any term that takes away the rights in this policy or charges an unreasonable fee, is not enforceable to the extent that it conflicts with the CPA.