1. Introduction

This Refund and Cancellation Policy explains how cancellations and refunds are handled by Eyefeast (“we”, “us”, or “our”), operated by Adrian Papier t/a Eyefeast.

This Policy forms part of, and should be read together with, our Terms and Conditions and our Privacy Policy.

2. Scope of This Policy

Eyefeast is an online content and experience discovery platform. We publish editorial content for readers and sell advertising and sponsorship placements to businesses and event organisers.

This Policy therefore applies only to:

• Paid banner advertisements displayed on the Website
• Sponsored content or advertorial placements
• Any other advertising or promotional service we agree to provide in writing

This Policy does not apply to any purchase, booking, ticket, subscription, or transaction you make with a third party, even if you reached that third party through a link on our Website.

3. We Do Not Sell to Readers

Eyefeast does not sell goods, services, or tickets to readers. We do not process payments from readers on the Website, and we do not collect payments for event tickets or admissions.

Readers who wish to attend an event, purchase a product, book an experience, or subscribe to a streaming service must do so directly with the relevant organiser, retailer, or provider.

4. Advertising and Sponsorship Services

Advertising placements are sold on the terms set out in your written quotation, booking confirmation, or invoice. Campaigns are usually booked for a defined period, such as a week, a month, or a longer fixed term.

Because advertising space is limited and is reserved exclusively for you once booked, cancellations are handled as set out below.

5. Cancellation Before a Campaign Goes Live

If you cancel an advertising or sponsorship booking before the campaign has gone live, you are entitled to a refund of amounts already paid, less any direct costs we have already incurred.

Direct costs may include, for example, design work, creative production, third-party placement fees, or payment processing fees that cannot be recovered. Where we intend to deduct direct costs, we will itemise them for you.

6. Cancellation After a Campaign Goes Live

Once an advertising or sponsorship campaign has been published or has started running, the placement has been delivered and the fee is generally non-refundable.

We may, at our sole discretion, consider a pro-rata refund or credit for the unused portion of a campaign where:

• You request cancellation in writing and we agree to it
• We are unable to deliver the agreed placement, in whole or in part
• There are circumstances that we consider, on reasonable grounds, to justify a refund or credit

Any refund or credit granted under this section is provided as a goodwill gesture and does not create an obligation to do the same in future cases.

7. Cancellation of Fixed-Term Advertising Agreements

Where you enter into a fixed-term advertising agreement with us, you may cancel that agreement by giving us 20 business days’ written notice, as provided for in the Consumer Protection Act 68 of 2008 (CPA).

Where you cancel a fixed-term agreement before its expiry date, we may charge a reasonable cancellation penalty. Any such penalty will take into account:

• The length of the remaining period of the agreement
• The value of the placements already delivered
• Any costs we have incurred or discounts we granted on the basis of the full term
• Any placement space that we are unable to resell

If you believe a cancellation penalty we have charged is unreasonable, you may ask us to justify it in writing.

8. Cooling-Off Rights

In terms of Section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA), a consumer may in certain circumstances cancel an electronic transaction without reason and without penalty within seven days of concluding the agreement.

This right does not apply where:

• You have expressly consented to the service commencing immediately, and acknowledged that you would lose the cooling-off right once performance began, or
• The service has already been fully performed

Nothing in this Policy is intended to limit any cooling-off right you may have under ECTA or any other applicable law.

9. Non-Refundable Situations

No refund will be payable in the following circumstances:

• The campaign has already run and the agreed placement was delivered
• Content was removed because it breached our Terms and Conditions, including where it was unlawful, misleading, offensive, or infringed a third party’s rights
• You failed to supply campaign creative material, or supplied it late, and the placement could not run as a result
• You provided inaccurate or incomplete information that affected the campaign
• You are requesting a refund for a purchase, ticket, booking, or subscription obtained from a third party

10. How to Request a Cancellation or Refund

To cancel a booking or request a refund, please contact us in writing:

Please include the following in your request:

• Your business name and the name of the contact person
• The invoice number or booking reference
• The campaign concerned
• Whether you are cancelling the booking or requesting a refund, and the reason

We will acknowledge your request within a reasonable time and let you know whether it has been approved, and if so, what amount is refundable.

11. Refund Method and Processing Time

Where a refund is approved, we will process it within 30 days of the date of approval.

Refunds are processed using the same payment method used for the original payment, wherever possible. Where the original payment was made through a third-party payment provider, the refund will be processed through that provider, and the time it takes for the funds to reflect may depend on the provider and your bank.

We do not store or process card details, and we cannot issue refunds in cash or to a different bank account or payment method than the one used originally, unless we agree otherwise in writing.

12. Cancellation by Eyefeast

We may cancel or suspend an advertising or sponsorship booking if:

• You breach these terms or our Terms and Conditions
• The content you supply is unlawful, misleading, offensive, or infringes a third party’s rights
• Payment is not received by the due date
• Technical or operational circumstances beyond our reasonable control prevent us from delivering the placement

Where we cancel a booking for reasons within our control, we will refund any amount paid for placements not yet delivered. Where we cancel due to a breach by you, no refund is payable.

13. Chargebacks and Payment Disputes

If you have a concern about an invoice or payment, please contact us first so that we can try to resolve it directly.

Where a payment is reversed or disputed through a bank or payment provider, we may suspend the relevant campaign and any other active campaigns until the matter is resolved.

We reserve the right to recover any amounts that are lawfully due to us, including where a chargeback is found not to be justified.

14. Your Rights Under South African Law

Nothing in this Policy is intended to limit or exclude any right you may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law that cannot be excluded or limited.

If you believe your rights have not been respected, please contact us first so that we can attempt to resolve the matter. If we cannot resolve it, you may approach the relevant ombud or regulator, including the National Consumer Commission.

15. Changes to This Policy

We may update this Refund and Cancellation Policy from time to time. The updated version will be posted on this page with a revised “Last updated” date. The Policy in force at the time you placed your booking will apply to that booking.

16. Contact Us

For any questions about this Policy, or to request a cancellation or refund, please contact us: