CANCELLATION AND REFUND POLICY
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Entity Name: Bona LN Trading & Projects (Pty) Ltd Â
Trading As: Tweens & Tiny Tots Wellness and Hydro Â
Registration Number: 2018/042131/07 Â
Physical Address: Roma Street, Cosmo City, 2188, Gauteng, South Africa Â
Document Reference: CPA-CRP Policy (v1.0) Â
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1. PURPOSE AND LEGAL COMPLIANCE
1.1. This Cancellation and Refund Policy sets out the terms under which bookings, cancellations, payments, and refunds are handled by Bona LN Trading & Projects (Pty) Ltd, trading as Tweens & Tiny Tots Wellness and Hydro (hereinafter referred to as "the Spa", "we", "us", or "our").
1.2. This policy is strictly formulated in accordance with Section 17 of the Consumer Protection Act, No. 68 of 2008 ("CPA") regarding consumer rights to cancel advance bookings and the service provider’s right to charge a reasonable cancellation fee.
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2. DEPOSITS AND ADVANCE PAYMENTS
2.1. Booking Deposit: To secure an appointment, a deposit (typically 50% of the total service value, or as specified during booking) or full payment is required at the time of reservation.
2.2. Full Online Payments: Where a client elects to pay 100% of the booking value in advance via our online payment gateways, the payment is composed of two components:
  a) A non-refundable deposit portion (50% of the total invoice value); and
  b) The remaining balance of the service fee (50%).
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3. CANCELLATION AND RESCHEDULING TERMS
3.1. More than 24 Hours' Notice:
  a) Clients may cancel or reschedule their appointment at no charge by providing written or telephonic notice at least 24 hours prior to the scheduled appointment time.
  b) In the event of a cancellation made with more than 24 hours' notice, any deposit or full payment made will be refunded in full via the original payment method, subject to standard electronic bank processing times.
3.2. Less than 24 Hours' Notice (Late Cancellation):
  a) Cancellations or requests to reschedule made less than 24 hours before the scheduled appointment time will result in the forfeiture of the booking deposit.
  b) In cases where full payment was made online prior to the appointment, an amount equal to the required deposit (50% of the total service fee) will be forfeited as a reasonable cancellation charge under Section 17(3)(b) of the CPA. The remaining 50% balance will be refunded to the client.
3.3. Failure to Arrive ("No-Show"):
  a) If a client fails to arrive for a scheduled appointment without providing prior notice, 100% of the advance payment or deposit will be forfeited, and no refund or automatic rescheduling will be granted.
3.4. Late Arrivals:
  a) Arrival more than 15 minutes past the scheduled booking time may result in a reduced treatment duration to accommodate subsequent appointments.Â
  b) The full treatment price will remain payable, and no partial refunds will be granted for shortened services caused by client late arrival.
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4. STATUTORY EXCEPTIONS (SECTION 17(5) OF THE CPA)
4.1. In accordance with Section 17(5) of the Consumer Protection Act, No. 68 of 2008, no cancellation fee will be imposed, and a full refund or complimentary rescheduling will be issued if the client is unable to honour the booking due to:
  a) The death of the client or the minor child for whom the booking was made; or
  b) The emergency hospitalisation of the client or the minor child for whom the booking was made.
4.2. Valid official documentation (such as a medical certificate, hospital admission letter, or death certificate) must be submitted to the Spa management to qualify for a statutory exemption.
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5. REFUND PROCESSING AND TIMELINES
5.1. Approved refunds will be processed within 7 to 14 business days from the date of official written request confirmation.
5.2. Refunds will be issued using the same payment method used for the original transaction (e.g., Electronic Funds Transfer (EFT) or online card facility reversal). Cash refunds will not be issued at the physical premises.
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6. RETAIL PRODUCTS AND GIFT VOUCHERS
6.1. Skincare and Wellness Products:
  a) Unopened, unused retail products in original sealed packaging may be returned within 10 business days of purchase for a store credit or refund, provided valid proof of purchase is presented.
  b) Opened, used, or unsealed personal care products cannot be returned or refunded due to health and hygiene standards, unless defective.
6.2. Gift Vouchers:
  a) In accordance with Section 63 of the CPA, gift vouchers issued by the Spa are valid for three (3) years from the date of issue.
  b) Gift vouchers are non-refundable for cash, non-transferable for monetary payout, and must be presented at the time of redemption.
  c) Unused balances on gift vouchers cannot be exchanged for cash.
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7. CONTACT INFORMATION
For all booking enquiries, cancellations, or refund requests, please contact:
Bona LN Trading & Projects (Pty) Ltd t/a Tweens & Tiny Tots Wellness and Hydro Â
Address: Roma Street, Cosmo City, 2188, Gauteng, South Africa Â
Email: info@bonalntradings.comÂ
Telephone:Â 072 293 9231