Returns, Refunds & Cancellations Policy

Effective date: 2026-09-06

ASCERA11 sells physical products, digital products and creative services. Because these offerings are different in nature, returns, refunds and cancellations are handled according to the type of purchase and the circumstances involved.

Nothing in this policy limits any rights a consumer may have under applicable South African consumer protection law.

1. Physical Products

Physical products purchased through the ASCERA11 Shop may be returned where permitted by applicable law and this policy.

If an item is defective, damaged, unsafe, or materially different from what was described, please contact us as soon as reasonably possible with your order number and details of the issue. Where applicable, ASCERA11 will provide the remedy required by law, which may include repair, replacement or refund. The Consumer Protection Act provides an implied warranty of quality for qualifying goods and a six-month statutory return right for qualifying defective goods.

For qualifying online purchases, consumers may also have a seven-day cooling-off right under the Electronic Communications and Transactions Act. Certain transactions and products are excluded from this right, including certain personalized or made-to-specification goods and other statutory exclusions.

Items must be returned using the return instructions provided by ASCERA11.

2. Digital Products

Digital products include downloadable files, digital resources, templates and other electronically supplied products.

Because digital products may be accessed, downloaded or reproduced immediately, change-of-mind returns are generally not offered once a digital product has been accessed or downloaded, except where a consumer has a statutory right that applies or the product is defective, materially not as described, or otherwise fails to meet applicable legal requirements.

If you experience a problem with a digital product, contact ASCERA11 with your order number and a description of the issue so that we can investigate and, where appropriate, provide a replacement, correction or refund.

3. Creative Services

Creative services include branding, creative direction, design, website development, marketing and other professional services provided by ASCERA11.

Service projects are handled according to the scope, quotation and agreement accepted by the client.

If a client wishes to cancel a service after work has commenced, ASCERA11 may charge for work already completed and any approved costs or commitments incurred up to the date of cancellation, subject to applicable law and the terms of the relevant service agreement.

Where a service has already commenced with the customer's consent, statutory cooling-off provisions may not apply in the same way as they do to an unstarted service.

4. How to Request a Return, Refund or Cancellation

Contact ASCERA11 through the contact details provided on the website and include:

• Your name

• Order number or project reference

• Product or service concerned

• Reason for the request

• Relevant photographs or supporting information where applicable

We will review the request and provide the appropriate next steps.

5. Refunds

Where a refund is approved or legally required, ASCERA11 will process the refund to the original payment method where reasonably possible.

The time required for the funds to reflect in the customer's account may depend on the payment provider or financial institution.

6. Contact

For returns, refunds or cancellations, please contact ASCERA11 through the contact details provided on our website.

Physical Products

Returns

ASCERA11 accepts returns and refunds in accordance with applicable South African consumer protection law and the terms of this policy.

For eligible online purchases, consumers may have a statutory cooling-off right. Certain products and transactions are excluded from this right, including certain personalised, made-to-specification, perishable or otherwise non-returnable goods.

ASCERA11 does not offer an additional blanket 30-day change-of-mind return period unless specifically stated on the relevant product page.

Return Conditions

Where a return is permitted, products should, where reasonably possible:

• Be unused and in their original condition

• Include their original packaging and accessories

• Include any applicable tags, labels or documentation

• Not have been damaged, altered or misused by the customer

• Be accompanied by proof of purchase

These conditions do not limit any statutory consumer rights relating to defective, unsafe or otherwise non-compliant goods.

Defective, Damaged or Incorrect Products

If a product arrives damaged, defective, unsafe, materially different from its description, or is otherwise not of the standard reasonably expected of the product, please contact ASCERA11 as soon as possible.

Where the Consumer Protection Act applies, qualifying defective goods may be returned within six months of delivery at ASCERA11's risk and expense. Depending on the circumstances, the customer may be entitled to a repair, replacement or refund.

If ASCERA11 sends an incorrect product, we will arrange the appropriate return and replacement or refund at no additional cost to the customer.

Non-Returnable Products

Certain products may not be eligible for return where permitted by law, including:

• Personalised or custom-made products

• Products made to the customer's specifications

• Products that cannot reasonably be returned because of their nature

• Products that deteriorate or expire rapidly

• Products specifically identified as non-returnable or final sale, where legally permitted

A product being marked "final sale" does not remove any statutory rights relating to defective, unsafe or incorrectly supplied goods.

Return Shipping

Where a return is due to a customer exercising an applicable change-of-mind right, the customer may be responsible for the applicable return delivery costs where permitted by law.

Where the product is defective, unsafe, incorrectly supplied, or otherwise qualifies for a statutory remedy, ASCERA11 will cover the applicable return costs as required by law. Section 56 specifically places the return risk and expense on the supplier for qualifying defective goods.

We recommend using a trackable delivery service when returning an item.

Exchanges

ASCERA11 may offer an exchange where appropriate and subject to product availability.

Where an exchange is not available or appropriate, the applicable refund or other remedy will be provided in accordance with this policy and applicable law.

Digital Products

Refund Policy

Digital products are delivered electronically and may be accessed or downloaded immediately after purchase.

Because digital products can be accessed, copied or downloaded, ASCERA11 generally does not offer refunds for change-of-mind purchases once a digital product has been accessed or downloaded, except where a refund or other remedy is required by applicable law.

Exceptions

ASCERA11 may provide a refund, replacement or other appropriate remedy where:

• The digital product is materially different from its description.

• The digital product is defective or does not function substantially as described.

• A technical issue prevents you from accessing or downloading your purchase and the issue cannot reasonably be resolved.

• You accidentally purchased the same digital product more than once.

Any statutory consumer rights that apply to the transaction remain unaffected.

Before You Purchase

Please review the product description, included features, file formats, compatibility requirements and any available previews before completing your purchase.

Where a product has specific software, hardware or system requirements, these will be stated on the relevant product page where applicable.

Technical Support

If you experience difficulty accessing, downloading or using a digital product, please contact ASCERA11 with your order number and a description of the problem.

We will first attempt to resolve the technical issue. If the problem cannot reasonably be resolved, ASCERA11 will consider the appropriate remedy in accordance with this policy and applicable law.

Duplicate Purchases

If you accidentally purchase the same digital product more than once, contact us with the relevant order numbers. Where the duplicate purchase is verified, ASCERA11 may refund the duplicate transaction.

Bookings and Services

Cancellation Policy

ASCERA11 accepts cancellations in accordance with applicable South African consumer protection law and the terms applicable to the specific service booked.

For bookings where ASCERA11's standard cancellation terms apply:

• More than 48 hours before the scheduled service: Full refund.

• 24–48 hours before the scheduled service: Refund of 50% of the amount paid.

• Less than 24 hours before the scheduled service: No refund may be provided, subject to any rights the customer may have under applicable law.

Cancellation charges will be applied reasonably having regard to the nature of the service, the notice provided and the circumstances of the cancellation.

Rescheduling

Customers may request to reschedule a booking at no additional charge where at least 24 hours' notice is provided.

Rescheduling is subject to ASCERA11's availability. Requests made less than 24 hours before the scheduled service may be accommodated at ASCERA11's discretion.

No-Shows

If a customer does not attend or otherwise fails to make themselves available for a scheduled service without prior notice, the booking may be treated as a cancellation with less than 24 hours' notice and the amount paid may be forfeited, subject to any rights the customer may have under applicable law.

ASCERA11 Cancellation

If ASCERA11 needs to cancel a confirmed booking, the customer will be offered either:

• a full refund of amounts paid; or

• the option to reschedule the service at no additional charge.

Where ASCERA11 is unable to provide a service that has been paid for, any applicable statutory rights will remain unaffected.

Memberships

Cancellation

You may cancel your membership at any time. Cancellation will take effect at the end of your current billing period.

Refunds

• Within 14 days of initial purchase: Full refund available
• After 14 days: No refund for the current billing period, but you retain access until the period ends

Prorated Refunds

For annual memberships cancelled after the 14-day period, we may offer a prorated refund at our discretion.

Membership Changes

You can upgrade or downgrade your membership at any time. Changes will be reflected in your next billing cycle.

Account Suspension

We reserve the right to suspend or terminate memberships that violate our terms of service. No refund will be provided for memberships terminated due to violations.

Event Tickets

General Policy

Event tickets are generally non-refundable once purchased, except where a refund is required by applicable law or expressly provided for in the specific event's terms.

Customers should ensure that they are able to attend before purchasing a ticket. Where applicable, cancellation charges will be determined reasonably having regard to the nature of the event, the notice provided and the circumstances of the cancellation.

Cancelled Events

If ASCERA11 cancels an event, ticket holders will be entitled to a full refund of the ticket price, unless an alternative remedy is agreed with the customer.

Refunds will generally be processed within 7–10 business days after the cancellation is confirmed, subject to the processing times of the applicable payment provider.

Postponed Events

If an event is postponed, tickets will generally remain valid for the rescheduled date.

If a ticket holder cannot attend the rescheduled event, ASCERA11 will communicate the available refund or alternative arrangements when the postponement is announced.

Any event-specific refund deadline or conditions will be communicated to ticket holders at that time.

Ticket Transfers

Tickets may be transferred to another person where permitted by the specific event.

Where attendee information is required for entry, the original ticket holder should contact ASCERA11 before the event to request an attendee-information update.

ASCERA11 may refuse a transfer where tickets are explicitly designated as non-transferable or where transfer restrictions are necessary for security, capacity or operational reasons.

Lost or Inaccessible Tickets

Digital tickets may be reissued or resent where appropriate.

Customers should contact ASCERA11 using the contact details provided with their booking and provide their order or booking information so that the purchase can be verified.

Event-Specific Terms

Individual events may have additional terms relating to age restrictions, entry requirements, ticket transfers, venue rules, refunds, postponements, prohibited items, photography or recording, and other event conditions.

Where event-specific terms differ from this general policy, the terms displayed for the relevant event will apply, subject to applicable law.