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REFUND POLICY

(For We Are Imaginary Pty Ltd t/a Novel)

Last Updated: 08 April 2025

1. Introduction

We Are Imaginary Pty Ltd trading as Novel (“Novel,” “we,” “us,” or “our”) operates a restaurant marketing and booking platform (“Platform”) within South Africa. This Refund Policy (“Policy”) outlines the circumstances and procedures for refunds of deposit payments (“Deposits”) made by customers (“Customers”) to restaurants (“Restaurants”) through our Platform. Please read this Policy carefully before making a booking or using our services.

By using the Platform, you agree to this Policy, as well as any other relevant policies or terms provided by Novel or the participating Restaurant. In the event of any conflict between this Policy and a Restaurant’s individual refund/cancellation policy, the Restaurant’s policy will usually take precedence, unless otherwise specified by law or the Terms of Service.

2. Definitions

  1. “Deposit”: Any amount paid by a Customer through the Platform for the purpose of securing a restaurant booking.
  2. “Customer”: Any individual or entity making use of the Platform to browse restaurants, make bookings, or pay Deposits.
  3. “Restaurant” or “Merchant”: Any South African restaurant or similar establishment that has a profile on the Platform to promote its offerings and accept bookings and payments.
  4. “Platform”: The website, mobile application, or other digital channel operated by Novel where Customers and Restaurants interact, make bookings, and process payments.

3. Overview of Refunds

  1. Restaurant-Determined Policies: Because bookings are made directly with the participating Restaurants, the specific refund and cancellation policies may vary from one Restaurant to another. Customers are encouraged to review the Restaurant’s cancellation and refund terms prior to completing a booking.
  2. Novel’s Role: Novel acts as an intermediary for processing Deposits; we do not set or control the Restaurants’ individual refund policies. However, we facilitate refund requests in accordance with this Policy and any applicable agreements.
  3. Compliance with Law: Refunds, when applicable, will be processed in compliance with relevant South African laws, including consumer protection and financial regulations.

4. Grounds for Refunds

Refunds may be issued under, but are not limited to, the following circumstances:

  1. Restaurant Cancellation
    • If a Restaurant cancels a reservation before the scheduled date, the Customer may be entitled to a full or partial refund of the Deposit, depending on the Restaurant’s stated policy.
  2. Customer Cancellation
    • If a Customer cancels their booking within the timeframe specified by the Restaurant’s cancellation policy, a partial or full refund of the Deposit may be issued in accordance with that Restaurant’s terms.
    • Late cancellations or no-shows might result in no refund, subject to the Restaurant’s policy.
  3. Service Not Provided
    • In cases where the Restaurant fails to provide the booked service for reasons within the Restaurant’s control, Customers may be eligible for a partial or full refund.
  4. Disputes
    • If a dispute arises regarding the validity of a booking or the quality of services rendered, Novel’s Dispute Management Policy outlines the steps for resolution. Depending on the outcome, a refund may be granted.

5. Refund Request Process

  1. Direct Communication
    • Customers should first attempt to resolve any refund request directly with the Restaurant, especially if the Restaurant’s policy is clearly stated.
  2. Initiating a Request with Novel
    • If direct resolution with the Restaurant is unsuccessful or unclear, a Customer may contact Novel at Email/Support Link with the following details:
      • Booking reference number
      • Date and time of the reservation
      • Name of the Restaurant
      • Reason for the refund request
      • Any supporting documentation or evidence (e.g., email communication, receipts)
  3. Investigation and Decision
    • Novel will review the request, communicate with the Restaurant if necessary, and determine the appropriate action in alignment with this Policy, the Restaurant’s stated refund policy, and applicable law.
  4. Notification
    • Customers will receive an email or other form of written communication indicating whether the refund request has been approved or declined, along with an explanation if it’s declined or partially fulfilled.

6. Processing and Timing of Refunds

  1. Approval and Payment
    • Once a refund is approved, Novel will process it through our designated payment processor.
    • The time it takes for the refunded amount to appear in the Customer’s account may vary depending on the payment method and financial institution.
  2. Transaction Fees
    • Certain transaction or processing fees might be non-refundable, depending on the Restaurant’s or payment processor’s policy.
  3. Partial or Full Refunds
    • The exact amount to be refunded will depend on the circumstances of cancellation and the Restaurant’s policy. If the refund is partial, the Customer will be notified of the calculation.

7. Special Circumstances

  1. Force Majeure
    • In cases of force majeure events (e.g., natural disasters, national emergencies, government restrictions) that prevent the Restaurant from honoring bookings, refunds or rescheduling may apply according to Restaurant policy or any directives issued by relevant authorities.
  2. Fraudulent Transactions
    • If a deposit is found to be made fraudulently or via unauthorized payment methods, Novel reserves the right to cancel the booking and/or refund the original payer, potentially after consulting with legal authorities and the payment processor.
  3. Chargebacks
    • In the event of a chargeback initiated by a Customer through their bank or credit card issuer, Novel will collaborate with the Restaurant and payment processor to investigate the claim and proceed according to the outcome of the investigation.

8. Dispute Resolution

  1. Internal Dispute Process
    • If the Customer disagrees with a refund decision, they may follow our Dispute Management Policy, which outlines the steps for raising and resolving disputes.
  2. External Remedies
    • If a dispute cannot be resolved internally, Customers may seek external remedies such as arbitration, legal action, or approaching relevant consumer protection authorities in South Africa, as permitted by law.

9. Updates and Amendments

Novel may revise this Policy from time to time to reflect changes in our services, our dispute resolution procedures, or applicable laws. Any material changes will be communicated via the Platform or email. The updated Policy takes effect immediately upon publication, and continued use of our services after such updates constitutes acceptance of the changes.

10. Contact Information

For further inquiries about this Refund Policy or to initiate a refund request, please contact us at:

We Are Imaginary Pty Ltd t/a Novel

+27712622032

jesse@withnovel.com