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Consumer Protection Act (Act 68 of 2008)

Cancellation & Refund Policy

Effective Date: 17 September 2026 | South African Statutory Standard

Statutory & Platform Notice: This Cancellation and Refund Policy complies with Sections 17 (advance cancellations), 20 (return of goods), 54 (right to quality service), and 63 (prepaid vouchers) of the Consumer Protection Act (Act 68 of 2008).

Service Provider Notice (Non-Banking Entity): Candibean (Pty) Ltd is an entertainment technology platform and service provider, not a registered banking institution. In accordance with platform operational rules, all approved refunds are credited exclusively and solely to the user's Candibean in-app wallet as credits. Users cannot request cash withdrawals, bank EFT payouts, or card charge reversals to their external bank accounts.

1. Cancelled or Postponed Events (Section 54 CPA)

When an event published on Candibean is cancelled or substantially rescheduled by the organizer:

  • Cancelled Events: Attendees are legally entitled to a 100% refund of the face value of the ticket. Refund amounts are credited strictly and automatically to your Candibean wallet balance as spendable credits.
  • Postponed Events: You may retain your ticket for the rescheduled date or request a 100% credit refund to your Candibean wallet within 14 calendar days of receiving the postponement notification.
  • No External Bank Withdrawals: Because Candibean operates as a closed-loop digital entertainment service provider, refunds are not disbursed via external bank transfers or card reversals. Refunded credits are available immediately in your wallet for any future event, barber visit, car wash, or Uber ride.

2. Voluntary Ticket Cancellations (Section 17 CPA)

In accordance with Section 17 of the CPA, consumers may cancel an advance booking or ticket reservation. The net refund amount is returned strictly to your Candibean wallet, minus any applicable administrative cancellation fee:

Notice Period Before Event Standard Cancellation Fee Wallet Credit Refund
30+ Calendar Days 10% administrative fee 90% Credited to Wallet
15 to 30 Calendar Days 25% cancellation charge 75% Credited to Wallet
7 to 14 Calendar Days 50% cancellation charge 50% Credited to Wallet
Less than 7 Days / No-Show 100% cancellation charge No Refund

* Statutory Exception: Under CPA Section 17(5), no cancellation charge is levied if the attendee is unable to attend due to hospitalisation or death of the attendee or an immediate family member, upon submission of reasonable documentary verification. The full amount is credited to the attendee's Candibean wallet.

3. Digital Vouchers & Credits (Section 63 CPA)

Prepaid credits and promotional tokens purchased on Candibean:

  • Remain valid for three (3) years from the date of acquisition in compliance with Section 63 of the CPA.
  • Non-Convertible to Cash: As a closed-loop entertainment wallet, credits cannot be surrendered, redeemed, or withdrawn for physical cash, bank EFTs, or external card payouts.
  • Unredeemed barber or car wash vouchers may be cancelled within 7 days for a 100% credit restoration directly to your Candibean wallet if the service has not yet been rendered.

4. Dispute Submissions & Assistance

To submit a refund request, report a merchant dispute, or inquire about an unfulfilled booking: