Cancellation, Refund and Service Delivery Policy

Website: www.grabaprogram.com
Owner: Akani Maluks Holdings Group
Effective Date: 19/06/2026
Last Updated: 19/06/2026

1. Introduction

This Cancellation, Refund, and Service Delivery Policy ("Policy") explains the terms under which Akani Maluks Holdings Group t/a Grab A Program provides digital event program hosting services to event organisers.

Grab A Program replaces paper programs by allowing an event organiser to upload an event program and share it with attendees via a unique code or QR code. Because we provide a digital service that is delivered immediately upon upload and activation, this Policy reflects the unique nature of that service.

Please read this Policy carefully before purchasing any services. By completing a payment, you confirm that you have read, understood, and agree to this Policy, together with our Terms and Conditions, Privacy Policy, and Cookie Policy.

2. Company Information

3. Scope of This Policy

This Policy applies to the paid program upload service offered by Grab A Program. It does not apply to any free or promotional offerings that we may introduce at our sole discretion. The service consists of a one-time payment per event program upload; no subscriptions or recurring billing are involved.

4. Service Description

4.1 Nature of Our Services

Grab A Program is an online platform that enables event organisers ("Hosts") to create a digital alternative to printed event programs. Our services consist of:

• Providing a digital platform where a Host can upload an event program (text, images, order of events, etc.).
• Generating a unique access code and/or QR code that the Host can share with attendees.
• Hosting the program and making it viewable to attendees who use the code or QR code.
• Displaying the program in a mobile-friendly format.

4.2 Service vs. Goods

We do not sell physical goods. The transaction is for a digital service only. Once the program is uploaded, the unique access code/QR code is generated, and the program is made accessible to attendees, the service is considered fully delivered. Like other digital content, a delivered program cannot be "returned".

5. Cancellation Policy

5.1 Cancellation by You (the Host)

• Before upload/publishing: If you have paid but not yet uploaded your program (and no code/QR code has been generated), you may request cancellation by emailing malulekeakani0@gmail.com with "CANCELLATION – [Your Event Name]" in the subject line. A full refund will be considered at our discretion, less any irrecoverable payment processing fees, provided the request is made within 7 days of payment and before the program is published.
• After upload/activation: Once the program is uploaded, a unique access code/QR code has been generated, and the program is accessible via the platform, the service has been fully delivered. You may delete or unpublish the program at any time through your account, but no refund will be given because the digital service has already been provided and used by you.

5.2 Cooling-Off Period (Consumer Protection Act)

Under the Electronic Communications and Transactions Act and the Consumer Protection Act, you may have a right to cancel within 7 days after payment. However, this right does not apply when the performance of the service begins with your consent before the 7-day period expires. By completing the payment and proceeding to upload your program, you expressly request immediate performance and acknowledge that you lose any cooling-off right once the program is published and accessible.

5.3 Cancellation by Us

We may remove or unpublish a program and terminate the associated service if:

• The content violates our Terms and Conditions (e.g., illegal, offensive, or infringing material).
• We suspect fraudulent activity or non-payment.
• We are required to do so by law.

If we cancel a paid service due to your breach, no refund will be provided. If we cancel for reasons not attributable to you, you will receive a full refund of the fee paid for that program.

6. Refund Policy

6.1 General No-Refund Principle

Because the service is digital and delivered immediately upon upload, all payments are generally non-refundable once the program has been uploaded and made accessible. By purchasing, you accept this.

6.2 Exceptions – When a Refund May Be Granted

We will consider a refund only in the following limited circumstances:

• Duplicate Payment: If you accidentally pay more than once for the same program upload, we will refund the duplicate amount after verification, provided you notify us within 14 days of the duplicate transaction.
• Service Not Delivered: If, due to a fault on our part, the program is never published, the unique access code/QR code is never generated, and we are unable to resolve the issue, you may request a full refund.
• Material Technical Failure: If a proven technical error on our side causes the program to be inaccessible for a substantial part of the event period for which it was intended, we may, at our discretion, offer a partial refund or credit. This does not include issues arising from the attendee's device, internet connection, or misuse of the code/QR code.
• Statutory Rights: Nothing in this Policy limits your rights under the Consumer Protection Act or any other applicable legislation.

6.3 Non-Refundable Items

• Program upload fees once the program is published and accessible.
• Any payment for a service that has been fully performed.
• Fees for programs that are deleted or unpublished by the Host after activation.

6.4 How to Request a Refund

Send an email to malulekeakani0@gmail.com with "REFUND REQUEST – [Your Event Name]" in the subject line. Include:

• Your full name and event/host name
• Registered email address
• Date of payment, amount, and transaction reference
• Clear reason for the refund and any supporting evidence

6.5 Refund Processing

• We will acknowledge your request within 5 business days.
• We aim to provide a decision within 15 business days.
• Approved refunds will be returned via the original payment method in ZAR.
• The time for funds to reflect depends on your financial institution (typically 5–10 business days).

6.6 No Chargebacks

You agree to contact us first if you have a payment concern, and not to initiate a chargeback with your bank or payment provider without giving us a reasonable opportunity to resolve the issue. Unjustified chargebacks may result in account suspension and recovery of our costs.

7. Service Delivery Policy

7.1 What "Delivery" Means

Delivery occurs when:

• Your event program is successfully uploaded to the platform,
• The system generates a unique access code and/or QR code, and
• The program is made accessible to attendees via that code.

7.2 Activation Timeframes

• Immediate upload: If the upload process is automated and no manual review is required, delivery is instantaneous upon successful payment and upload.
• Manual review (if applicable): In the rare event that we review content before publication, activation will occur within 24–48 hours of payment confirmation during business hours (Mon–Fri, 09:00–17:00 SAST, excluding public holidays).

7.3 Service Duration

The program will remain accessible for the duration chosen at purchase (e.g., for a specific event date, or indefinitely until you delete it). If no duration is specified, the program will be hosted indefinitely, subject to our right to remove content that breaches our Terms. You may unpublish the program at any time; doing so does not trigger a refund.

7.4 Service Availability

We strive to keep the platform available 24/7, but do not guarantee uninterrupted access. Temporary downtime for maintenance, updates, or events beyond our control does not entitle you to a refund, unless the downtime is excessive and materially prevents attendees from accessing the program during the core event period, as reasonably determined by us.

7.5 Quality of Service

We will provide the hosting service with reasonable care and skill. However, we do not guarantee:

• A specific number of views or attendee engagement.
• That every attendee will be able to access the program (e.g., due to their own device or connectivity issues).
• That the program will appear in a particular format on all devices, although we aim for mobile-friendly presentation.

7.6 Modifications to the Platform

We may update features or the user interface. If a change materially reduces the core functionality you paid for, you may request a pro-rata refund at our discretion for the unused portion of the service period, if any.

8. Pricing and Payment

8.1 Pricing

Fees for program uploads are displayed on the platform at the time of purchase and are subject to change. The price applicable to your transaction is the price shown when you complete payment.

8.2 Currency & Taxes

All prices are in South African Rand (ZAR). Any applicable VAT or taxes will be clearly indicated at checkout.

8.3 Payment Methods

We accept the methods listed on the platform, which may include credit/debit card, EFT, instant EFT, and mobile payments.

8.4 Payment Confirmation

For EFT payments, the service will be activated only once funds reflect in our account. You may send proof of payment to speed up activation.

8.5 Failed Payments

If a payment is declined or reversed after the service has been activated, we may immediately suspend access to the program until the outstanding amount is settled.

9. Dispute Resolution

9.1 Internal Resolution

Please contact us first with any complaint or dispute:
Email: malulekeakani0@gmail.com
Information Officer: Akani Maluleke – Chief Executive Officer

9.2 External Bodies

If we cannot resolve the matter, you may approach:

• The Information Regulator (for privacy-related complaints): complaints.IR@justice.gov.za
• The National Consumer Commission: www.thencc.gov.za
• The Small Claims Court, for claims within its jurisdiction.

10. Contact Information

Akani Maluleke – Chief Executive Officer
Grab A Program / Akani Maluks Holdings Group
Email: malulekeakani0@gmail.com
Tel: 066 081 7402
Physical Address: Unit No. 15 Cordoba Flats, No. 479 Johannes Ramokhaose Street, Arcadia, Pretoria, 0007

For cancellation requests: Subject line "CANCELLATION – [Your Event Name]"
For refund requests: Subject line "REFUND REQUEST – [Your Event Name]"