1. Who handles your request

For goods and services purchased from a business, contact the business shown on your order. For a SoulNet subscription or other platform purchase, contact platform support. Include the order or payment reference, purchase date, reason and supporting details. Never send card numbers, CVVs or banking passwords. Contact support if the merchant does not respond; escalation does not guarantee an external payment reversal.

2. Eligible electronic cooling-off cancellations

Where section 44 of ECTA applies, a consumer may cancel without a reason or penalty within seven days after receiving goods, or within seven days after concluding an agreement for services. Only the direct cost of returning goods may be charged. If payment has already been made, the full refund must be made within 30 days of cancellation.

Section 42 excludes certain transactions from this cooling-off right, including specified perishable or personalised goods and some time-specific accommodation, transport, catering or leisure arrangements. Services started with the consumer’s consent within the seven-day period may also be excluded. An exception to cooling-off does not remove rights concerning defective goods, misleading descriptions or unlawful conduct.

3. Defective goods

Where the CPA applies, goods that fail its quality requirements may be returned within six months of delivery without penalty and at the supplier’s risk and expense, for repair, replacement or refund at the consumer’s direction, subject to the Act. Normal change-of-mind returns and misuse are different from statutory defect remedies. A blanket ‘no refunds’ term cannot override mandatory rights.

4. Orders and bookings

Request changes or cancellation promptly. For prepared food, customised orders or bookings, cancellation charges depend on applicable law and terms disclosed before purchase; a seller must not impose arbitrary penalties. A cancelled WhatsApp enquiry alone does not refund money paid outside the platform.

5. Platform subscriptions and payment timing

Request cancellation or a billing review from support, quoting the purchase reference. For a recurring PayFast subscription, cancellation is intended to stop future scheduled charges; it does not automatically reverse a charge that has already completed. Request cancellation before the next scheduled charge and allow for provider processing time. Applicable cooling-off rights, reasonable cancellation rules and accepted billing terms take precedence over a general policy. We do not declare every activated subscription non-refundable. Accommodation subscriptions are not yet active.

Approved provider refunds are processed using supported payment tools and normally the original payment method. Bank processing times vary; no universal three-to-seven-day arrival time is promised. Where ECTA section 44 applies, its 30-day refund requirement remains applicable. EFT, cash and direct merchant payments require arrangements with the recipient; SoulNet does not claim to hold those funds in escrow.

For PayFast recurring billing, PayFast processes the card charge, token and any provider retries. SoulNet does not store raw card numbers or CVVs. If a recurring charge fails, access may remain limited until payment succeeds or the subscription is cancelled or expires under the displayed plan terms.

6. Accommodation enquiries

The accommodation directory does not collect rent, deposits or application fees. An enquiry does not reserve a room or create a tenancy. Any separate lawful agreement with an owner must identify the contracting parties and applicable cancellation terms; these marketplace goods-return rules are not a substitute for tenancy law. NSFAS beneficiaries must not be charged accommodation fees through LocalMarket.