Very disappointing experience.

Very disappointing experience.

Cancelling a wedding is not something people do casually or without serious personal reasons behind it. It was already an incredibly difficult situation emotionally, yet instead of compassion or professionalism, we were met with rigid policies and a complete unwillingness to reasonably engage.

Despite giving several months’ notice (more than 5 months) in advance, my deposit was retained in full. Other service providers involved handled the matter with fairness, understanding, and basic human decency — unfortunately this was not the case here.

After reviewing the South African Consumer Protection Act (CPA), I believe the cancellation policy being enforced is excessive and not in line with the principles of reasonable cancellation penalties as set out in consumer law. A supplier is expected to act fairly and reasonably, especially where ample notice has been given and there is sufficient opportunity to mitigate losses.

What stood out most was not even the financial loss, but the complete lack of empathy. Difficult life situations reveal a lot about people and businesses alike. Sadly, this experience left me feeling that money mattered more than humanity.

I would strongly encourage future clients to carefully review cancellation policies and ensure they are comfortable with how unforeseen life circumstances may be handled.