1. GENERAL PRINCIPLES
Staypalm ("we", "us", "our") is committed to fair and transparent refund practices in line with the Consumer Protection Act, 68 of 2008 (CPA) and other applicable South African legislation.
Refunds are processed according to the nature of the transaction:
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Accommodation bookings (Part A of Terms of Use)
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Electronic goods purchases (Part B of Terms of Use)
2. ACCOMMODATION BOOKINGS
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Host Policies Apply: Refunds for cancelled bookings are subject to the Host’s cancellation policy displayed on the listing.
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Platform Fees: Staypalm service fees are non-refundable unless cancellation is due to system error or legal requirement.
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Force Majeure: In cases of government restrictions, natural disasters, or other events beyond reasonable control, refunds may be granted at Staypalm’s discretion.
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Processing Timeline: Approved refunds are processed within 7–10 business days to the original payment method.
3. ELECTRONIC GOODS PURCHASES
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Defective Goods: Customers may return defective goods within 6 months of delivery for repair, replacement, or refund, as per the CPA.
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Cooling-Off Period: For online purchases, customers may cancel within 7 days of receipt if goods are unused and in original packaging.
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Exclusions: Refunds are not available for:
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Goods damaged due to misuse or negligence
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Goods explicitly marked as non-returnable (e.g., clearance items)
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Digital products once downloaded or accessed
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Delivery Costs: Return shipping costs are borne by the customer unless the product is defective or incorrectly supplied.
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Processing Timeline: Approved refunds are processed within 10–14 business days after inspection of returned goods.
4. METHOD OF REFUND
Refunds are issued to the original payment method used for the transaction. Alternative arrangements may be made only at Staypalm’s discretion.
5. CONTACT INFORMATION
For refund requests or queries, please contact:
Staypalm (Pty) Ltd Registration Number: 2025 / 773342 / 07
40 Cook Street Goodwood, 7460 South Africa
Email: support@staypalmtree.co.za
Phone: +27 71 962 4898