Cancellations & Refunds

1. Your right to cancel

Section 17(2) of the Consumer Protection Act 68 of 2008 gives you the right to cancel an advance booking or reservation. You do not need a reason, and no venue on CorVali may refuse a cancellation.

Under section 17(3)(b) a venue may charge a reasonable amount for a cancellation. Under section 17(4) a charge is unreasonable if it exceeds a fair amount in the circumstances, judged on the nature of the treatment booked, how much notice you gave, the venue's realistic chance of filling the slot, and normal practice in the industry.

2. Notice periods

Unless a venue has published its own terms, the CorVali default applies:

• 24 hours or more before your appointment — cancel free of charge. Anything you have paid is returned to you in full.
• Less than 24 hours, or not arriving — the venue may retain a reasonable charge for the time that was held for you and could not be resold. The balance is returned to you.

A venue may set a longer notice period for treatments that are genuinely harder to refill, such as a long session, a private suite or a named senior therapist. It must be shown to you before you book, and it must still meet the fairness test in section 17(4).

3. When no charge may be made at all

Section 17(5) of the Consumer Protection Act prohibits any cancellation charge where you cannot keep the booking because of the death or hospitalisation of the person the booking was for. In that case everything paid is refunded in full, whatever the notice period and whatever the venue's own terms say.

4. If the venue cancels

If a venue cancels your appointment, cannot perform the treatment, or is not able to see you at the agreed date, time and place, you may cancel without any penalty and you are entitled to a full refund of everything you have paid, together with interest, under sections 19(6) and 21 of the Consumer Protection Act.

In this situation we will offer you credit as a convenience, but credit is never a substitute for that refund. If you want your money back, you get your money back.

5. Venue credit

Where money is returned to you, the default is credit at the venue you booked with. It is applied to your next booking at that venue automatically, which is faster than waiting for a card reversal and means the value never gets lost.

You may always ask for a cash refund instead. Credit is offered for convenience, not imposed. Tell the venue, or contact us, and the amount is returned to the payment method you used.

How credit works:

• It is redeemable only at the venue that issued it. It is not platform-wide currency, it cannot be spent at another business, and it cannot be transferred to another person.
• It cannot be topped up. Credit only ever arises from money you have already paid for a booking that did not go ahead.
• We honour it for at least three years from the date it is issued, in line with section 63 of the Consumer Protection Act, which sets that period for prepaid credits and vouchers.
• No fees, charges or deductions are ever taken against it. The balance does not decay.

6. How refunds are paid

A refund is returned to the payment method used for the booking. Where a booking was settled in person at the venue, the venue refunds it directly. Timing depends on your bank; card reversals typically take several working days to reflect.

7. How to cancel

Reply to your WhatsApp booking conversation, or contact the venue directly. Your cancellation takes effect when you send it, not when someone replies to you — so if you cancel inside the notice window, that is what counts.

8. If you disagree with a charge

Raise it with the venue first. If it is not resolved, contact CorVali at support@corvali.ai and we will take it up with the venue on your behalf.

Nothing in this policy limits your rights under the Consumer Protection Act. You may refer a complaint to the Consumer Goods and Services Ombud or to the National Consumer Commission at any time, whether or not you have raised it with us first.

9. Related

See also our Terms of Service and Data & Privacy Rights.