Cancellation & Refund Policy

1. Booking Payments

Creating a Plannerly account is free.

Customers only pay when booking services offered by a Page Owner.

All service prices displayed on Plannerly are determined by the relevant Page Owner. Payments for bookings are processed securely through our payment providers.

Plannerly may retain a commission or service fee from completed bookings.

2. Cancellation by Customers

Customers may cancel a booking subject to the cancellation policy established by the relevant Page Owner.

The cancellation terms applicable to a booking will be displayed before the booking is confirmed.

Refund eligibility may vary depending on:

• The Page Owner's cancellation policy;
• The amount of notice provided before cancellation;
• Whether the service has already been delivered;
• Any other relevant circumstances.

Submitting a cancellation request does not automatically guarantee a refund.

3. Cancellation by Page Owners

If a Page Owner cancels a confirmed booking and no suitable alternative arrangement is accepted by the customer, the customer will generally be entitled to a full refund of the amount paid for that booking.

Plannerly reserves the right to review individual circumstances before processing a refund.

4. Refund Requests

Customers may request a refund where:

• A booking was cancelled by the Page Owner;
• The booked service was not delivered;
• The customer was charged incorrectly;
• There was a technical or payment processing error;
• Plannerly determines that a refund is otherwise appropriate.

Refund requests must include sufficient information to allow Plannerly to investigate the matter.

Plannerly may request supporting documentation, communications, photographs, or other evidence where necessary.

5. Dispute Period

Customers must submit any refund request, dispute, complaint, or payment-related claim within seven (7) calendar days after the scheduled appointment date.

Once this seven-day period has expired, Plannerly may consider the booking closed and may be unable to investigate or process any refund request.

6. Plannerly Dispute Resolution

Where a dispute arises between a customer and a Page Owner, Plannerly may review information provided by both parties.

Plannerly will review information provided by all relevant parties and determine an appropriate outcome based on the available information, applicable policies, and any relevant legal obligations.

Plannerly's decisions will be based on the information available at the time of review.

7. Non-Refundable Situations

Refunds will generally not be issued where:

• The service was delivered as described;
• The customer failed to attend the appointment;
• The customer requests a refund after the seven-day dispute period;
• The customer violated the applicable booking terms;
• The refund request is determined to be fraudulent or abusive.

8. Refund Processing

Approved refunds will be returned to the original payment method used for the booking whenever possible.

Refund processing times vary depending on the payment provider and financial institution involved. Most refunds are completed within 5-10 business days after approval.

Plannerly is not responsible for delays caused by banks, card issuers, or payment providers.

9. Service Provider Payments

Payments received for bookings may be held by Plannerly for a period of time before being released to the relevant Page Owner.

This allows Plannerly to manage cancellations, disputes, refunds, fraud prevention, and payment verification processes.

Page Owners acknowledge and agree that Plannerly may withhold, delay, adjust, or recover payments where necessary to resolve disputes, process refunds, investigate fraud, or comply with legal obligations.

10. Changes to This Policy

Plannerly may update this Cancellation & Refund Policy from time to time.

Any changes will become effective when published on the Plannerly website. Continued use of Plannerly after changes are published constitutes acceptance of the updated policy.

11. Contact

For questions regarding cancellations, refunds, disputes, or payments, please contact:

Email: support@plannerly.co.za