Refund Policy

Last updated: March 15, 2026

1. Overview

Fyooser is a booking platform that connects customers with service providers. This policy covers refunds for (1) bookings, (2) subscription fees, (3) WhatsApp message credits, and (4) SMS credits. Booking refunds and cancellations are also governed by each service provider's policies—we encourage you to review the provider's cancellation policy before confirming a booking.

South African Consumer Protection Act (CPA): The CPA applies to consumers and small businesses (juristic persons with annual turnover or asset value under R2 million). If you qualify, you have additional statutory rights under the CPA. Larger businesses (turnover or assets of R2 million or more) are not covered by the CPA and the terms below apply as agreed.

2. Direct Marketing Cooling-Off Period (CPA)

If you purchased a subscription or credits through direct marketing (e.g. unsolicited contact by phone, email, or SMS where you did not initiate the enquiry), you have the right to cancel without reason or penalty under Section 16 of the Consumer Protection Act:

  • You may rescind the transaction within 5 business days of the date the transaction was concluded or goods/services were delivered.
  • We will return any payment received within 15 business days of receiving your cancellation notice.
  • Send your cancellation in writing to us via our contact form or the address below.

3. Cancellation by Customer

If you need to cancel a booking:

  • Use the booking management link sent to you to cancel or reschedule.
  • Cancellation terms (including any fees or refund eligibility) are set by each service provider.
  • We recommend cancelling as early as possible to allow the provider to offer the slot to other customers.
  • If you cancel after payment has been made, refund eligibility depends on the provider's policy and the timing of your cancellation.

4. Cancellation by Service Provider

If a service provider cancels your booking, they may offer an alternative time or a full refund. We will notify you of any cancellation and assist in finding a suitable alternative where possible. If you have already paid and the provider cancels, you are entitled to a refund in accordance with the provider's policy.

5. Refund Processing

When a refund is approved:

  • Refunds are processed through the original payment method where possible.
  • Processing times vary by payment provider; typically 5–10 business days for card refunds.
  • EFT or bank transfer refunds may take longer depending on your bank.
  • You will receive confirmation once the refund has been initiated.
  • Debit orders: If you pay by debit order, you may have the right to dispute the payment within 60 days through your bank. Contact your bank for details.

6. No-Show Policy

If you do not attend your appointment without prior cancellation ("no-show"), the service provider may charge the full booking amount or apply their no-show policy. Refunds are generally not offered for no-shows. Please cancel in advance if you cannot attend.

7. Disputes

If you believe you are entitled to a refund and have not received one—whether for a booking, subscription, or credit purchase—please contact us with the relevant details. For booking disputes, we will work with you and the service provider to resolve the matter fairly. For billing disputes, we will review your request and respond in accordance with this policy.

8. Subscription Fees

Fyooser charges subscription fees to accounts for access to the platform and its features. Subscription fees are billed in advance (e.g. monthly or annually).

  • Cancellation: You may cancel your subscription at any time. For fixed-term subscriptions, the CPA requires 20 business days' written notice for early cancellation. Cancellation takes effect at the end of your current billing period; you retain access until then.
  • Refunds (CPA consumers and small businesses): If you are protected by the CPA (consumer or business with turnover/assets under R2 million), we will refund any unused pre-paid amount when you cancel early, minus a reasonable cancellation penalty based on industry practice, our ability to find another customer, and the notice given.
  • Refunds (larger businesses): For accounts not covered by the CPA, we do not offer prorated refunds for partial billing periods. If you cancel mid-cycle, you will not receive a refund for the unused portion.
  • Exceptions: Refunds may be considered at our discretion in cases of duplicate charges, billing errors, or significant service failures. Please contact us to request a review.

9. WhatsApp Message Credits

WhatsApp message credits are prepaid credits used to send WhatsApp messages to customers (e.g. booking confirmations, reminders, lead follow-ups). Credits are consumed when messages are sent.

  • Non-refundable: WhatsApp credits are generally non-refundable once purchased. Credits are consumed upon use and cannot be returned.
  • Unused credits: Unused credits remain in your account until used. They do not expire unless your account is closed or we discontinue the service.
  • Failed messages: If a message fails to deliver due to a technical error on our side, we may credit your account for the failed message. Credits are not refunded for messages that fail due to invalid numbers, user blocks, or recipient unavailability.
  • Exceptions: Refunds for credit purchases may be considered at our discretion for duplicate charges or billing errors.

10. SMS Credits

SMS credits are prepaid credits used to send text messages to customers (e.g. booking confirmations, reminders, notifications). Credits are consumed when SMS messages are sent.

  • Non-refundable: SMS credits are generally non-refundable once purchased. Credits are consumed upon use and cannot be returned.
  • Unused credits: Unused credits remain in your account until used. They do not expire unless your account is closed or we discontinue the service.
  • Failed messages: If an SMS fails to deliver due to a technical error on our side, we may credit your account for the failed message. Credits are not refunded for messages that fail due to invalid numbers, carrier issues, or recipient unavailability.
  • Exceptions: Refunds for credit purchases may be considered at our discretion for duplicate charges or billing errors.

11. Changes to This Policy

We may update this Refund Policy from time to time. We will notify you of material changes by posting the updated policy on this page and updating the "Last updated" date. Your continued use of Fyooser after changes constitutes acceptance of the updated policy.

12. Contact Us

For refund enquiries or support, please contact us or reach us at:

Fyooser
282 Tryall Rd, Parklands North
Cape Town, South Africa 7441