Returns & Refunds Policy

Last updated: September 2026

The core policy

All ticket sales and service bookings are non-refundable, but seats and sessions are transferable.

Because our workshops are small, curated rooms (15 attendees) and each booking meaningfully shapes what we prepare for the day (materials, food quantities, personalised cards, totes), cancellations after purchase cannot be refunded.

Compass Sessions are booked into the assigned person's calendar and represent time that cannot be recovered if a booking is cancelled without notice.

We want you to be completely satisfied with your purchase. This policy outlines how we handle returns, exchanges, and refunds for different types of products and services.

For workshop bookings

Transfers to another founder · Your seat can be transferred to another founder with 7 days' notice before the workshop date, at no additional cost.

Within 7 days of the workshop · Transfers may not be possible if materials (especially the personalised closing card) have already been printed with the original attendee's name.

How to transfer · Email [email protected] at least 7 days before the workshop with the new attendee's name and email. The new attendee will receive the confirmation email and form.

For Compass Session bookings

Rescheduling · You may reschedule your Compass Session at no cost with 48 hours' notice. Within 48 hours of the session, rescheduling is subject to Nontando's availability.

Transfers to another person · Compass Sessions are personal and non-transferable. The session is designed for the specific individual who booked it.

No-shows · If you do not attend your scheduled Compass Session without prior notice, the session is considered delivered, and no refund is issued.

Exceptional circumstances

Serious illness, bereavement, or genuine emergency situations are held with care. Reach out to Nontando directly at [email protected] and we will find a way that honours both you and the studio.

If Perfekt Image cancels

In the unlikely event Perfekt Image cancels a workshop or Compass Session (illness, force majeure, or similar), we will offer either:

• A full refund within 14 business days, OR

• The option to move your booking to a future date, with a small credit as an apology

Your choice.

Consumer Protection Act rights

Nothing in this policy limits your rights under South Africa's Consumer Protection Act. If you believe the service you received did not match what was described at the time of booking, contact us within 6 months, and we will address it in good faith.

Contact Us

If you have questions about returns or refunds, please contact our customer service team.

Physical Products

Return Window

You may return physical products within 30 days of delivery for a full refund or exchange.

Return Conditions

• Items must be unused and in original packaging
• All tags and labels must be attached
• Items must not be damaged or altered
• Proof of purchase is required

Non-Returnable Items

• Personalized or custom-made items
• Perishable goods
• Intimate or sanitary products
• Hazardous materials
• Items marked as final sale

Return Shipping

Customers are responsible for return shipping costs unless the item is defective or we made an error. We recommend using a trackable shipping method.

Exchanges

To exchange an item, please initiate a return and place a new order for the desired item.

Digital Products

Refund Policy

Due to the nature of digital products, all sales are final once the product has been downloaded or accessed. We cannot offer refunds for digital products that have been delivered.

Exceptions

We may offer a refund if:

• The product was not as described
• Technical issues prevent you from accessing the product
• You purchased the same product twice by mistake

Pre-Purchase Information

Please review product descriptions, system requirements, and any available previews before purchasing digital products.

Technical Support

If you experience issues accessing your digital purchase, please contact our support team before requesting a refund. We will do our best to resolve any technical issues.

Event Tickets

General Policy

Event tickets are generally non-refundable. Please ensure you can attend before purchasing.

Cancelled Events

If an event is cancelled by the organiser, you will receive a full refund within 14 business days.

Postponed Events

For postponed events, your tickets will remain valid for the rescheduled date. If you cannot attend the new date, please contact us within 7 days of the announcement for refund options.

Ticket Transfers

Tickets may be transferred to another person. Please contact us to update the attendee information.

Lost Tickets

Digital tickets can be resent to your email. Contact us if you need your tickets reissued.