Refund Policy
When refunds may be granted for subscriptions, advertising, and promotional products.
Effective date: 17 June 2026
1. Purpose
Market Hive SA is committed to providing a fair, transparent, and professional service to all Markets, Vendors, Suppliers, Venues, Service Providers, and Patrons using our platform. This Refund Policy explains when refunds may be granted for subscription plans, advertising services, and promotional products purchased through Market Hive SA.
2. Our Business Model
Market Hive SA is an online directory and marketing platform that connects Markets, Vendors, Suppliers, Service Providers, Venues, and Patrons. Market Hive SA facilitates visibility and advertising opportunities but is not a party to any sale, booking, agreement, or transaction between users.
3. Subscription Fees
Subscription fees provide access to listing and promotional services for the selected subscription period. Unless otherwise stated, subscriptions are non-refundable once:
- the listing has been approved and published;
- advertising has commenced;
- premium features have been activated;
- promotional content has been distributed.
4. Cooling-Off Period
If a subscription is purchased but no listing has yet been published or activated, a customer may request cancellation within 7 calendar days of payment. If approved, a refund will be issued less any applicable payment processing fees and administrative costs.
5. Monthly Subscriptions
Monthly subscriptions may be cancelled at any time. Cancellation means:
- your listing remains active until the end of the current billing cycle;
- no further payments will be collected;
- no partial refunds will be issued for unused portions of the month.
6. Annual Subscriptions
Annual subscriptions are offered at a discounted rate. If cancelled after activation:
- the subscription remains active until the end of the paid period;
- no pro-rata or partial refunds will be provided.
7. Advertising Packages
This includes:
- homepage banners;
- featured listings;
- newsletter advertisements;
- social media promotions;
- sponsored posts;
- priority placements.
Once artwork has been approved or an advertising campaign has begun, no refund will be issued, as advertising space has been reserved and resources allocated.
8. Promotional Specials
Special offers, discounted packages, introductory promotions, launch specials, and limited-time deals are non-refundable, unless required by applicable South African consumer protection legislation.
9. Duplicate Payments
If a duplicate payment has been made in error, Market Hive SA will refund the duplicate amount after verification. Refunds will be processed using the original payment method where possible.
10. Failed or Incorrect Listings
If Market Hive SA is unable to provide the subscribed service due to:
- technical errors;
- internal system failures;
- listing approval mistakes;
- platform issues preventing publication;
we may, at our discretion:
- correct the issue;
- extend the subscription period;
- credit the customer's account;
- or issue a full or partial refund.
11. Removal for Policy Violations
No refund will be provided if a listing or account is suspended or removed due to violations of:
- Terms and Conditions;
- Community Standards;
- Content Policy;
- applicable South African law;
including but not limited to:
- false advertising;
- illegal products;
- fraudulent activity;
- offensive or discriminatory content;
- intellectual property infringement;
- spam or misleading listings.
12. Third-Party Transactions
Market Hive SA is not responsible for refunds relating to purchases made directly between:
- patrons and vendors;
- vendors and markets;
- vendors and suppliers;
- suppliers and markets;
- service providers and customers.
Any disputes regarding products, services, bookings, deliveries, or payments must be resolved directly between the parties involved.
13. Payment Gateway Charges
Where refunds are approved, Market Hive SA reserves the right to deduct:
- payment gateway fees;
- banking charges;
- administrative costs;
- non-recoverable transaction fees;
where permitted by law.
14. Refund Processing Time
Approved refunds will generally be processed within 7 to 14 business days depending on the payment provider and financial institution.
15. How to Request a Refund
Refund requests must include:
- full name;
- business name (if applicable);
- registered email address;
- invoice or order number;
- date of payment;
- reason for refund request;
- supporting documentation (if applicable).
Requests should be submitted through the official Market Hive SA customer support channels.
16. Consumer Rights
Nothing in this Refund Policy limits or excludes any rights afforded to consumers under the:
- Consumer Protection Act, 68 of 2008 (South Africa);
- Electronic Communications and Transactions Act, 25 of 2002;
- any other applicable South African legislation.
Where these laws provide greater protection than this policy, the applicable legislation will prevail.
17. Customer Service Philosophy
At Market Hive SA, we believe in building long-term relationships based on:
- trust;
- transparency;
- fairness;
- professionalism;
- community support.
Whenever possible, we will work with our subscribers to find practical solutions, such as listing corrections, account credits, or subscription extensions, before resorting to cancellation or refund.
Policy Amendments and Continued Participation
Market Hive SA reserves the right to amend, update, modify, replace or discontinue this policy at any time, where permitted by applicable law. Any amendments become effective upon publication on the Market Hive SA website or upon notification to users through any reasonable communication channel.
It is the responsibility of users, members, subscribers, vendors, suppliers, service providers, venues, markets, partners and patrons to review the applicable policies periodically. Continued use of the Market Hive SA website, services, directory listings, subscriptions, applications, accounts or participation in the Market Hive SA community following the publication of any amendment constitutes acceptance of such changes and agreement to be bound by the updated terms. If you do not agree to any amendment, you must discontinue use of the relevant services and may request cancellation of your account or subscription in accordance with the applicable cancellation policies.
Document version: 1.0
Last updated: 2 July 2026
The most current version of this policy is always available on the Market Hive SA website.
Questions about this policy? Email [email protected].