Legal · Cancellation & Refund Policy
Cancellation & Refund Policy
Effective 8 May 2026 · Platform Terms · Vendor Agreement
This is the standard cancellation and refund schedule that applies to every booking on Novia. Vendors may publish stricter or more generous schedules on a quote-by-quote basis; the schedule shown on the quote at the moment of acceptance is the binding one for that booking.
0. Cooling-off Withdrawal (CPA section 16)
Because Novia bookings are concluded electronically, every couple has the right to withdraw from an accepted quote within 5 business days with a full refund of any amounts already paid. The Withdraw button is available in your couple dashboard on every accepted quote until the cooling-off clock expires. The 2.9% Paystack processing fee is also refunded for cooling-off withdrawals.
The schedule below applies after the cooling-off period.
1. Standard Refund Schedule (couple-initiated cancellation)
Counted in calendar days from the date the cancellation request is logged in the platform until the agreed event date.
| Days before event | Refund of amounts paid | Vendor retains |
|---|---|---|
| More than 180 days | 100% minus deposit | Up to 10% (deposit) |
| 90 – 180 days | 75% | 25% |
| 30 – 90 days | 50% | 50% |
| 7 – 30 days | 25% | 75% |
| Less than 7 days | 0% (credit toward future booking only) | 100% |
Refunds are processed to the original payment method within 7 business days of dispute resolution. The 2.9% Paystack processing fee is non-refundable; the 5% Novia platform fee is refunded proportionally with the refund amount.
2. Vendor-initiated cancellation
If the vendor cancels for reasons other than force majeure, the couple receives a 100% refund of all amounts paid plus a 10% inconvenience credit toward a future booking on Novia. Novia will help find a replacement vendor where reasonably possible.
Repeat vendor-initiated cancellations within 12 months trigger Trust Score penalties and may result in suspension under the Vendor Agreement.
3. Force majeure
When a booking is affected by a force-majeure event as defined in the Platform Terms section 8 (load-shedding Stage 4+, declared natural disaster, severe-weather warning, etc.) the parties first attempt to reschedule at no additional cost.
If rescheduling is not possible:
- The vendor may retain reasonable, documented out-of-pocket costs already incurred (deposits paid to third parties, perishable stock purchased, etc.). Documentation must be provided through the platform.
- The remainder is refunded to the couple within 7 business days.
- The 2.9% Paystack processing fee is non-refundable.
- The Novia platform fee (5%) is waived for force-majeure cancellations.
4. Couple bereavement, serious illness, deployment
On reasonable proof (death certificate, medical letter, military order), 75% refund regardless of timing. Novia may waive its platform fee entirely.
5. Reschedule (no refund)
If both parties agree to reschedule rather than cancel, all paid amounts carry over to the new date at no additional charge. The vendor may charge a reasonable rebooking admin fee (capped at R1 000) if the reschedule is requested within 30 days of the original event.
6. Partial delivery
If the vendor delivered part of the service before cancellation (e.g. engagement shoot done but wedding cancelled), the refund is proportional. Novia’s dispute team determines the split if the parties cannot agree.
7. Fuel-surcharge cancellation
If a vendor invokes the fuel-surcharge clause (Platform Terms section 9), the couple may cancel the affected line items within 48 hours of the surcharge notice with no penalty and a full refund. The rest of the booking continues unless the couple cancels the whole booking under the standard schedule above.
8. Disputes about a refund
If the couple and vendor disagree on the refund due, either party may raise a dispute through the platform. Novia investigates within 5 business days and applies this policy to determine the outcome. Either party may appeal to AFSA arbitration for amounts above R50 000.
9. Quote validity expiry
Quotes that expire (per their stated validity date, default 14 days) cannot be paid against. No refund is needed because no payment is taken. The vendor must issue a fresh quote at current pricing if the couple still wants to proceed.
10. Statutory rights (CPA)
Nothing in this policy limits any rights you have under the Consumer Protection Act 68 of 2008, including the cooling-off rights for distance contracts (CPA section 16) where they apply, or the right to fair contract terms under CPA section 51.
Questions: hello@novia.wedding.