Booking and Cancellation Policy


THE VISUA (Pty) Ltd | Cape Town | Updated 12 October 2026
This policy applies to appointments booked with THE VISUA (Pty) Ltd. It explains cancellations, changes, missed appointments and refunds. Read it together with our Terms and Conditions. Your applicable statutory rights take precedence.

1 Deposits and the booking price
A 50% advance payment of the confirmed total booking price secures your appointment. The remaining 50% is due before the assigned professional leaves for your location. We confirm the payment deadline and complete price, including the agreed travel fee, in writing. The deposit is credited towards your booking and is subject to this policy; it is not automatically non-refundable.

2 How to cancel or request a change
Contact THE VISUA directly by WhatsApp on +27 79 148 3251 or email thevisuainc@gmail.com. Include your name, appointment date and booking reference where available. For calculating notice, we use the time your written message reaches our designated account, rather than the time we reply. Changes must be agreed with THE VISUA; arranging a change only with a professional does not update our booking record.

3 Client cancellation charges
The schedule below sets our maximum cancellation charges. Percentages apply to the confirmed service price, excluding the separately quoted travel fee. Any amount retained or requested must remain fair and reasonable in the circumstances, as described in section 4.

Notice or situation

Maximum charge

More than 24 hours before the appointment

No cancellation charge; payments for the cancelled appointment are refunded.

12 to 24 hours before the appointment, inclusive

50% of the service price.

Less than 12 hours before the appointment

100% of the service price.

No-show after the professional arrives

100% of the service price plus the agreed, incurred travel fee; no double charge for travel.


A no-show includes being absent or making the agreed location inaccessible when the professional arrives, after reasonable attempts to contact you. An unused travel fee is not automatically charged. If travel has already begun, any additional travel charge must be reasonable, actually incurred and consistent with the quote and applicable law.

4 Reasonableness and statutory exceptions
We consider the notice given, preparation and costs reasonably incurred, the nature of the booking, and whether the appointment can reasonably be filled by another client. We reduce a scheduled charge where retaining the full amount would be unreasonable, and provide an explanation on request. Any deposit is offset against the lawful charge; any excess is refunded.
No cancellation fee applies where the person for whom the appointment was booked cannot attend because of death or hospitalisation, as provided by the Consumer Protection Act. We may request proportionate supporting information. Other applicable statutory cooling-off and refund rights also take precedence. Where an electronic transaction qualifies for the seven-day cooling-off right under ECTA, cancellation is without penalty and the statutory refund period applies, subject to the Act's exceptions.

5 Rescheduling and reductions
A change requested more than 24 hours in advance may be made without a rescheduling charge, subject to availability. Changes requested within 24 hours are assessed under the cancellation schedule for the original appointment; the same lost appointment is not charged twice. Any payment carried forward is confirmed in writing. If you remove part of a confirmed booking, the cancellation rules apply to the affected services.

6 Cancellation by THE VISUA
If THE VISUA cancels your appointment or cannot provide the agreed services, you may choose a full refund of payments for the cancelled appointment, including the associated travel fee. Where available, we may offer another professional or date, but you do not have to accept an alternative or credit instead of a refund.
For a multi-service booking, we discuss any unavailable professional or service with you before proceeding. You may accept an agreed alternative, receive a refund for the unavailable part, or cancel the affected combined appointment if the agreed experience can no longer be delivered. Payment for services already properly delivered is handled separately, with your statutory rights preserved.

7 Service quality concerns
Please report concerns as soon as reasonably possible with the appointment details and a clear explanation. We investigate with the relevant professional and discuss an appropriate remedy, which may include correction, a repeat service where suitable, or a proportionate or full refund. A completed service is not automatically excluded from remedies for poor quality. We do not impose a short complaint deadline that removes your statutory rights.

8 Refund processing and goods
We confirm the refundable amount and expected processing time in writing. Refunds are processed without undue delay and within any applicable statutory deadline, normally through the original payment method where feasible. If a bank transfer is needed, we verify the recipient details securely. Bank or payment-provider posting times may vary. We do not substitute a voucher or credit without your agreement.
This policy concerns service appointments. There is no physical service to return. If we later offer retail goods or vouchers, the relevant terms and any applicable goods-return rights will be provided separately; statutory rights are not excluded.

THE VISUA |