Refund Dispute

I paid a deposit of R15,000 for an event booking. Unfortunately, I was admitted to hospital and my doctor advised that I am medically unfit to proceed with any event. I notified the service provider three months before the scheduled date and submitted my full medical report as proof.

Despite this, the company informed me that they would deduct a 20% cancellation fee and then refuse to refund the balance of my deposit. Instead, they insist on keeping the funds as “credit” for a future event — even after I clearly stated that I have no future plans and urgently require the refund for medical expenses.

This conduct is in direct violation of Section 17(5) of the Consumer Protection Act, which explicitly prohibits suppliers from charging any cancellation fee when a consumer is unable to honour a booking due to hospitalisation. Their refusal to refund my deposit is ********, unreasonable, and exploitative.

It is evident that this company prioritises taking money from clients rather than providing any form of ethical or compliant service. Their behaviour demonstrates a complete disregard for consumer rights, compassion, and basic professionalism.

As a service provider operating in South Africa, they are not acting in accordance with the Consumer Protection Act, nor are they upholding the standards expected of a business that deals with vulnerable clients facing medical emergencies.

I am requesting immediate intervention and a full refund of my deposit as required by law.