🛡️ fathrConnect Refund & Returns Policy
Effective Date: 31 May 2025
At fathrConnect, we are committed to facilitating fair and transparent transactions between brands and influencers. Our refund and returns policy aligns with the provisions of the South African Consumer Protection Act No. 68 of 2008 (CPA) to protect all parties involved.
Refunds may be considered under the following circumstances:
Non-Delivery of Services: If a service purchased through the platform is not delivered within the agreed timeframe, and the influencer or brand fails to provide a valid reason or reschedule, a refund may be issued.
Defective or Substandard Services: Should the delivered service significantly deviate from the agreed-upon terms or quality standards, and attempts to rectify the issue are unsuccessful, a refund may be warranted.
Unauthorized Transactions: In cases where a transaction was made without the account holder's consent, and evidence supports this claim, a refund will be processed.
To request a refund:
Submit a Request: Contact our support team at [Insert Contact Information] within 7 days of the service delivery date.
Provide Documentation: Include relevant details such as transaction ID, service description, communication records, and any other pertinent information.
Review Period: Our team will assess the request within 14 business days, during which we may contact both parties for additional information.
Resolution: Upon approval, refunds will be processed to the original payment method within 7 business days.
Refunds will not be granted in the following scenarios:
Change of Mind: Deciding not to proceed with a service after agreement does not qualify for a refund.
Partial Satisfaction: If the service was delivered as agreed, but personal preferences were not met, refunds are not applicable.
Violation of Terms: If either party breaches the platform's terms of service, leading to service disruption, refunds may be forfeited.
In accordance with Section 16 of the CPA, consumers have the right to cancel a transaction resulting from direct marketing within 5 business days of the agreement. In such cases, a full refund will be provided, excluding any costs incurred for services already rendered.
Should disagreements arise regarding refund decisions, parties are encouraged to utilize our internal dispute resolution mechanisms. If unresolved, complaints can be escalated to the National Consumer Commission (NCC) or relevant legal bodies.
fathrConnect reserves the right to modify this policy to reflect changes in legal requirements or platform operations. Users will be notified of significant changes via email or platform announcements.
