******** terms and conditions and refund policy

I am writing to formally lodge a complaint against Potgieter Vervoer for violating Section 17 of the Consumer Protection Act.

I purchased a bus ticket from Potgieter Vervoer to travel from Cape Town to Oudtshoorn on Tuesday, 27 August. Due to a family emergency, I informed the company on Sunday, 25 August that I would not be able to travel on the scheduled date and requested a refund. My request was denied, and I was offered a voucher valid for four months. Initially, I considered accepting the voucher to transfer my ticket to someone else, but Mrs. Potgieter contacted me, accusing me of using their company’s name to sell tickets. When I referenced Section 17 of the Consumer Protection Act, she insisted their terms and conditions take precedence.

Their terms and conditions are as follows: Less than 24 Hours Before Departure - No refund or rescheduling will be permitted. More than 24 Hours Before Departure - A voucher for re-schedule will be issued, valid for 4 months.

Potgieter Vervoer claims they only received my message on Monday, which they say placed my cancellation within the "less than 24 hours" window, and thus refused a refund. However, I made every reasonable effort to inform them on Sunday, 25 August, giving more than 24 hours' notice.

I also will not be traveling within the next four months, and this time limit on the voucher is unacceptable. Regardless, their terms and conditions cannot override the law. As per Section 17 of the Consumer Protection Act, I am entitled to a refund, less a reasonable cancellation fee, or the ability to transfer my ticket to someone else. They have already received full payment for my ticket, and their refusal to comply is ********.