Refunds

Legal

Effective Date: 28 June 2026 Version: 1.0

1. The default rule — Day Passes are non-refundable

A Day Pass is a digital entitlement that expires 24 hours after the time of purchase and is consumed by entry to the shop's premises. Because the Day Pass is delivered electronically, has a defined expiry, and is consumed by entry (a service that cannot be "returned"), Day Passes are non-refundable once issued, except in the limited circumstances set out in §2.

This default rule applies irrespective of the CPA's general 5-business-day cooling-off right (see User Agreement §5.6). The CPA itself carves out services that have been fully performed within the cooling-off period, and a Day Pass is fully performed once it is issued and its 24-hour window has run.

2. Refundable circumstances

A Day Pass is refundable in:

  • Shop-cancelled visit — the shop cancelled after you purchased (closure for emergency, staff shortage). Full refund.
  • Shop closed at time of visit — you arrived during published hours and the shop was closed without prior notice. Full refund.
  • Shop misrepresented services — the listing materially misrepresented what you would receive. Full refund + at Toker's discretion, an additional Day Pass or credit.
  • Duplicate purchase — accidental duplicate (system fault). Full refund of the duplicates.
  • Payment processor error — charged but no Day Pass issued. Full refund.
  • Failure to honour for unlawful reason — refused entry for race, gender, religion, etc. Full refund + shop escalation.
  • Required by law — a South African court, the National Consumer Commission, or another competent authority orders a refund. As ordered.

3. Non-refundable circumstances

A Day Pass is not refundable in:

  • You changed your mind
  • You missed the visit (traffic, illness, weather, work, etc.)
  • The shop was busier than expected
  • You did not enjoy the visit (atmosphere did not match expectations)
  • The shop's products or pricing changed since your last visit
  • You were turned away for a lawful reason (no ID, intoxicated, breached house rules, under minimum age)
  • Platform availability — see §4

4. Day Passes affected by a Platform outage

If the Platform is unavailable during the validity window of your Day Pass due to a Toker-side outage, and you can evidence that the outage prevented redemption, you may request a refund. Toker verifies against operational logs and, if verified, issues a full refund. Toker is not responsible for outages caused by your device, network, ISP, VPN, firewall, or any other third-party infrastructure outside Toker's control.

5. How to request a refund

5.1 Within the Platform

For shop-cancelled visits, Toker may pre-approve the refund and credit the original payment method automatically. For all other refundable circumstances, open a support ticket: tap Help & Support in your profile menu, tell the Toker support agent you want a refund, and it opens a ticket for you. Give a description of the circumstance, any supporting evidence, and the Day Pass code shown on /dashboard/client/day-passes. You may also email refunds@go-toker.com with the same information.

5.2 Time limit

Refund requests must be submitted within 30 calendar days of purchase. We cannot process refund requests after this window, except where required by law.

5.3 Acknowledgement & decision

We acknowledge within 5 business days. We respond with our decision within 15 business days of acknowledgement.

5.4 Refund processing

Approved refunds are processed to the original payment method within 10 business days. The processor (the payment processor shown at checkout) handles the refund. The time for the refund to appear in your account depends on your bank or card issuer.

6. Chargebacks

If you dispute a Day Pass purchase directly with your bank or card issuer without first requesting a refund from Toker:

  • Toker may suspend your account pending investigation
  • Toker may recover the chargeback amount from you by any lawful means (including offsetting against future purchases or subscription renewals)
  • Your chargeback history is tracked and may result in account termination if it becomes excessive

We encourage you to contact us first — most issues can be resolved quickly without the cost and delay of a chargeback.

7. Shop-initiated refunds

A shop owner may refund a Day Pass from /dashboard/shop. Because Toker keeps the entire Day Pass revenue (see the Shop Owner Agreement §6.2), a shop-initiated refund has no effect on the shop's finances — the shop never received any portion of the Day Pass revenue in the first place.

8. Consumer Protection Act rights

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 (CPA). In particular, your right to refer a dispute to the National Consumer Commission (NCC) is preserved.

National Consumer Commission

9. Gifted Day Passes

Day Passes that are gifted to you by another client follow the same refund rules. If a gifted Day Pass is refunded, the refund is credited to the gifter, not the recipient (because the gifter paid for it).

10. Changes to this policy

Material changes are posted on the Platform with 30 calendar days' notice.

11. Contact

12. Cancellation

A Day Pass is a digital entitlement valid for 24 hours from the time of purchase — it runs from the purchase timestamp, not to the end of the calendar day. The Day Pass is non-refundable on cancellation by you once issued, with the same exceptions set out in §2 (shop-cancelled visit, shop closed, misrepresentation, duplicate, payment error, refusal on unlawful grounds, or refund required by law).

Where you have purchased a Day Pass but have not yet used it and it has not yet expired, you may request a cancellation under §2. The Consumer Protection Act 68 of 2008 cooling-off right (5 business days) is preserved where the Day Pass has not been consumed; the cooling-off right does not apply to a Day Pass that has been fully performed (i.e. used for entry to the shop) within the cooling-off period — see User Agreement §5.6.

To cancel an unused Day Pass, open a support ticket (Help & Support in your profile menu, quoting the Day Pass code), or email refunds@go-toker.com. Refund requests must be submitted within 30 calendar days of purchase.

13. Returns

A Day Pass is a digital entitlement delivered electronically to your account on payment. No physical item is shipped; no courier is dispatched; no waybill is generated. Because nothing physical changes hands, the concept of a "return" in the traditional retail sense does not apply.

If the Day Pass does not appear in your account after a successful payment, this is a payment-processor error (§2), not a delivery failure, and is fully refundable. If you were charged but no Day Pass was issued, contact refunds@go-toker.com with the transaction ID and we will reverse the charge within 10 business days.

For the avoidance of doubt: a Day Pass that has been used (you have entered the shop under its code) is not returnable. The Day Pass is fully performed on entry and the service has been delivered.

14. Merchandise refunds and returns

Where Toker sells Toker-branded merchandise (e.g. t-shirts, accessories) via the third-party dropship and dropservice model described in the Delivery Policy §6, the following additional terms apply in addition to the Consumer Protection Act rights preserved under §8 above.

14.1 CPA cooling-off right. Under the Consumer Protection Act 68 of 2008 (s.16 read with s.20), you have a general 5-business-day cooling-off right on merchandise purchased through the Platform. You may cancel a merchandise order and return the goods within 5 business days of receipt, in their original condition, for a full refund. The cost of return shipping is borne by you unless the merchandise is defective, misdescribed, or not as ordered.

14.2 Defective, misdescribed, or wrongly-supplied merchandise. Full refund including return shipping, at Toker's cost. Contact refunds@go-toker.com with photos and the order ID. The refund is processed to the original payment method within 10 business days of Toker receiving the returned goods, or within 10 business days of Toker approving a refund that does not require a return.

14.3 Non-refundable merchandise. Perishable items, custom-made or personalised items, and intimate apparel (where applicable) are non-refundable unless defective. Any such exclusion is published on the product page at the time of purchase.

14.4 Listing terms. The specific terms for each merchandise listing (sizes, materials, shipping zones, estimated delivery windows, and any item-specific exclusions) are published on the product page at the time of purchase. By placing an order, you accept those terms.

14.5 Delivery disputes. Toker is the seller of record for all merchandise sold through the Platform. Delivery is performed by an independent third-party courier. Disputes about delivery (timing, loss, damage in transit) are between you and the courier, with Toker as your point of contact for resolution. For lost or damaged-in-transit goods, Toker will pursue the courier on your behalf and refund you once the courier confirms the loss or settles the claim.