This Policy applies to payments made to Virentum (Pty) Ltd for custom-quoted creative and production services. Because productions reserve dates and may require pre-production work, crew, equipment, venues, travel and other third-party commitments, refund and cancellation outcomes depend on the work already performed, commitments already made and the notice provided.

1. How to request a cancellation or refund

Send a written request to [email protected]. Include the client name, quotation or invoice number, payment date, amount, project date, reason for the request and preferred contact details. A WhatsApp message may be used for urgent notice, but the request must also be confirmed by email so there is a clear record.

2. Deposits and upfront payments

A deposit or upfront payment reserves production capacity and may be used for pre-production, planning, creative work, crew, equipment, travel, venues, permits and supplier commitments. A deposit is not described as automatically non-refundable where the law requires a fair assessment. If a booking is cancelled, Virentum will calculate any refund after taking account of services already performed, non-recoverable commitments and a reasonable cancellation charge.

3. Client cancellation before services begin

Where the client cancels an advance booking, the refund will generally be calculated as:

Refund calculation: amounts paid, less the value of work already performed, less reasonable non-recoverable third-party costs, less a reasonable cancellation charge where permitted by law.

The cancellation charge will not exceed a fair amount in the circumstances. Relevant factors include the nature and value of the reserved services, the length of notice, production work already completed, crew and equipment commitments, Virentum's reasonable ability to replace the booking, and normal production-industry practice. Virentum will provide a written explanation of material deductions on request.

4. Cancellation after work has begun

If the project has started, the client remains responsible for work properly performed and authorised costs incurred up to the effective cancellation date. Virentum will stop avoidable future work as reasonably practicable after receiving clear written notice. Any refundable balance will be calculated after completed work, committed costs and lawful cancellation charges are deducted.

5. Rescheduling and postponement

A request to move a production date is subject to Virentum's availability and the availability of crew, equipment, venues and suppliers. Where at least 10 business days' notice is provided, Virentum will ordinarily allow one rescheduling request without an additional Virentum administration charge, provided that the new date occurs within 90 days. The client remains responsible for non-recoverable third-party costs, supplier rate changes and work required to reorganise the production.

With less than 10 business days' notice, or if the replacement date cannot be agreed or does not occur within 90 days, the request may be treated as a cancellation and a reasonable charge may apply. Project-specific terms may set different periods where justified by the scale or nature of the production.

6. Death or hospitalisation

Where the Consumer Protection Act applies, Virentum will not impose a cancellation fee if the booking cannot be honoured because of the death or hospitalisation of the person for whom, or for whose benefit, the booking was made. Reasonable proof may be requested. Other non-recoverable third-party amounts will be addressed in accordance with applicable law and the circumstances.

7. Cooling-off and other statutory rights

If a consumer has a statutory cooling-off, cancellation, re-performance or refund right under the Electronic Communications and Transactions Act, the Consumer Protection Act or another applicable law, that right takes priority over any inconsistent wording in this Policy. A cooling-off right may not apply where services began with the consumer's consent before the cooling-off period ended or another statutory exception applies.

8. Unsatisfactory or incomplete services

If the client believes that services were incomplete or did not materially meet the agreed standard, the client should notify Virentum promptly with the project reference, the concern and supporting information. Virentum will investigate and, where appropriate, correct, re-perform, partially refund or otherwise remedy the affected service in accordance with the agreement and applicable law. Virentum should be given a reasonable opportunity to remedy a remediable issue.

9. Cancellation by Virentum

If Virentum cancels because it cannot provide the agreed services and no acceptable replacement or rescheduled date is agreed, Virentum will refund the portion paid for services not performed, after accounting for any separable work already delivered and accepted. If performance is prevented by a force-majeure event, the parties will first try to reschedule or adapt the project, and any refund will take account of completed work and reasonable non-recoverable commitments, subject to law.

10. Approved refund method and timing

·     Virentum will acknowledge a complete refund request within five business days.

·     Virentum aims to communicate the outcome within 10 business days after receiving all information reasonably required to assess the request.

·     An approved refund will normally be initiated within five business days after approval, using the original payment method where reasonably possible.

·     Payfast, banks, card schemes and other providers control final settlement timing. The refund may take additional business days to appear after Virentum has initiated it.

·     A refund may be full or partial, depending on the approved calculation and the payment provider's supported method.

11. Chargebacks

Clients are encouraged to contact Virentum before initiating a chargeback so that the matter can be investigated and resolved quickly. Nothing in this clause prevents a customer from exercising a lawful payment-dispute right. Virentum may provide the payment provider with the accepted quotation, invoice, communications, proof of work and other relevant transaction records when responding to a chargeback.

12. Contact

Refund and cancellation requests: [email protected] | +27 69 409 9449