Refund and Cancellation Policy

This policy applies to monthly, quarterly, six-month and yearly subscription plans.

• Refund eligibility: customers may request a refund within seven (7) days of their initial subscription payment, provided they have not used the subscription's premium features or consumed any paid services.
• Used subscriptions: once a customer has accessed or used paid features, the subscription payment becomes non-refundable, except where a refund is required by applicable law or Wivanta Africa approves an exception.
• Subscription cancellation: customers may cancel their subscription at any time. Unless otherwise stated at checkout, cancellation prevents the next renewal, while access remains active until the end of the current paid billing period.
• Renewals: subscription renewals are non-refundable once processed, except where required by law or approved under Wivanta Africa's refund rules.
• Duplicate payments and billing errors: verified duplicate charges and erroneous payments will be reviewed and refunded where appropriate.

Wallet funds are used to pay for eligible services on the Wivanta Africa platform, including talent enquiries.

• Unused wallet funds: customers may request a refund of unused wallet funds within thirty (30) days of the original top-up, provided the funds have not been used, transferred, or otherwise committed to a transaction.
• Partially used wallet funds: where a wallet has been partially used, only the eligible unused balance may be considered for a refund.
• Used wallet funds: amounts already spent on completed enquiries or other delivered services are non-refundable, except where required by law or where a service failure qualifies for a refund.
• Refund processing: approved refunds will generally be returned to the original payment method, subject to payment-provider procedures. Where a refund is issued as wallet credit, the amount and reason will be communicated clearly to the customer.
• Fraud prevention: Wivanta Africa reserves the right to investigate suspicious transactions before processing a refund, subject to applicable law.

Where a customer submits a paid talent enquiry and the requested creator is confirmed to be unavailable:

• The customer will receive a $5.50 credit to their Wivanta Africa wallet for the affected enquiry, provided the enquiry qualifies under the platform's unavailable-creator rules.
• The credit will be added to the customer's wallet after the unavailability has been verified.
• The customer may use the credit toward eligible future enquiries or services on the platform.
• The customer will not receive duplicate compensation for the same enquiry unless required by law or expressly approved by Wivanta Africa.
• If a creator becomes unavailable after a booking or other contractual commitment has been confirmed, the case may require a separate review based on the service purchased and the applicable terms.

Contact Wivanta Africa customer support at [email protected] and provide your registered email address, transaction reference, payment date, and reason for the request.

Wivanta Africa will review each request and communicate its decision within a reasonable period. Approved refunds will be processed through the applicable payment provider, and the time taken for funds to appear will depend on the payment method and financial institution.

Nothing in this policy removes any consumer rights that cannot legally be excluded. Wivanta Africa may review exceptional circumstances individually and will apply the laws and consumer protection requirements relevant to the customer's transaction.