Lack of transparency and delayed refund process

We engaged Sabrina for wedding decor services based on a personal referral. A quotation was provided and a deposit of R4,583 was paid; however, no formal contract, terms and conditions, or cancellation policy were provided at the time of payment.

During the engagement process, we requested clarity on items and visuals, which were not confirmed. We were also advised via WhatsApp that changes could be made up to one week before the event.

Due to budget constraints and lack of confirmed details, we cancelled the booking approximately seven weeks before the event date.

Following cancellation, we experienced difficulty reaching a fair agreement on the refund. After multiple discussions and referencing the Consumer Protection Act, a partial refund was eventually agreed.

Despite confirmation that the refund would be processed within 5 business days, payment was not made within the agreed timeframe and required multiple follow-ups and escalation before it was finally received.

While the matter was eventually resolved, the overall experience highlighted:

Lack of clear written terms and cancellation policies upfront Delays in communication and follow-through The need for persistent follow-up to receive agreed refunds

We would strongly advise future clients to ensure that:

All terms and conditions are clearly documented Cancellation policies are agreed in writing Item visuals and scope are confirmed before making payment