Refund & Cancellation Policy

Operated by Legacy Recordings (Pty) Ltd

Goodbyes provides personalised recording and storytelling services, digital content and, where offered, physical products.

We understand that these purchases are often meaningful and personal. We aim to handle cancellation and refund requests fairly, transparently and in accordance with South African consumer protection legislation.

Customers who wish to cancel or reschedule an in-person recording session should contact hello@goodbyes.co.za as soon as possible.

Where a booking falls outside any applicable statutory cooling-off right, Goodbyes may apply a reasonable cancellation charge in accordance with the Consumer Protection Act, taking account of:

• The notice given before the scheduled appointment.
• Preparatory work already undertaken.
• Reasonable expenses incurred.
• The ability to reallocate the booked appointment.

Cancellation charges will not exceed what is reasonable in the circumstances.

No cancellation charge will be imposed where prohibited by law, including where the applicable Consumer Protection Act provision protects a booking cancelled because of the death or hospitalisation of the person for whom, or for whose benefit, the booking was made.

Where section 44 of the Electronic Communications and Transactions Act applies, a customer may cancel a qualifying online service transaction within seven days after the agreement is concluded, without giving a reason and without penalty.

For qualifying goods transactions, the seven-day period runs from receipt of the goods.

Some transactions are excluded from this right under section 42 of the Act.

Where the statutory cooling-off right applies, any refund will be made in accordance with the applicable legal requirements, including the prescribed 30-day refund period.

Because our services may involve personal interviews, recording time, editing, production and other customised work, refunds requested after work has commenced will be assessed according to:

• The services already performed.
• The applicable contractual arrangements.
• Reasonable costs incurred.
• The quality and completion status of the work.
• Any statutory cancellation, refund or other consumer rights.

Where no statutory right to a full refund applies, Goodbyes may offer a partial refund, service correction or another appropriate resolution.

Nothing in this policy removes any cooling-off right or other statutory remedy available to the customer.

Customers who experience technical problems accessing delivered digital content should contact us.

We will investigate whether the issue relates to the supplied file, delivery method or other aspect of our service.

Where appropriate, we may provide a replacement file, correct a production error, restore access or offer another legally appropriate remedy.

Where physical keepsakes or other goods are purchased, statutory rights under applicable consumer legislation remain in effect.

Custom-made or personalised products may be subject to particular statutory rules concerning cancellation and returns.

Goods that are defective or do not comply with applicable statutory quality requirements will be handled in accordance with the Consumer Protection Act.

If we cannot fulfil an order, we will notify the customer and provide the refund or other remedy required by law.

If an order is not fulfilled within the agreed period, customers retain their applicable rights under the Electronic Communications and Transactions Act.

Approved refunds for Yoco transactions will ordinarily be processed through the available Yoco refund mechanism, where supported.

If that mechanism is unavailable, we will arrange another secure and appropriate refund method.

Refunds may take additional time to appear in the customer's account depending on payment method and bank processing.

Statutory refund deadlines will always take precedence.

Please contact hello@goodbyes.co.za and provide:

• Your name and contact details.
• Order or payment reference.
• Date of purchase.
• Reason for the request.
• Any supporting information relevant to the issue.

We will review the request and communicate the outcome and applicable next steps.

Legacy Recordings (Pty) Ltd trading as Goodbyes

Email: hello@goodbyes.co.za

Website: https://goodbyes.co.za