Cancellation policy
Ginnabelle’s offers customers the choice of making a once-off purchase or, on selected products, subscribing to receive recurring deliveries at a discounted price.
By placing an order, you agree to the purchase option selected on the product page, in your cart and at checkout.
1. Once-Off Purchases
When you select the Once-Off Purchase option:
- You will be charged once for the product.
- No future or recurring payments will be processed.
- Your purchase will be subject to our standard Shipping, Returns and Refunds Policies.
- The standard once-off product price displayed at checkout will apply.
2. Subscribe and Save
Selected products may be available through our Subscribe and Save option.
When you select this option:
- You receive the product at the subscription price displayed at checkout.
- Your selected payment method will be charged automatically at the recurring frequency shown when you subscribe.
- A new order will be created and delivered according to that frequency.
- You authorise Ginnabelle’s and its payment provider to process recurring payments until the subscription is cancelled.
- The subscription discount is offered in exchange for a minimum commitment of two fulfilled orders.
The first order placed when starting the subscription counts as the first order. The next automatically generated subscription order counts as the second order.
An order is considered fulfilled once payment has been successfully processed and the order has been packed and dispatched.
3. Checking Your Purchase Option
Customers are responsible for checking their selected purchase option, delivery frequency, order total and product quantities before completing checkout.
The subscription option will be identified as a recurring purchase on the product page, in the cart or during checkout.
Selecting the subscription option accidentally does not automatically cancel the subscription or remove the minimum two-order commitment.
Where a customer contacts us before the first order has been processed, Ginnabelle’s may, at its discretion, convert the order to a once-off purchase. The customer may be required to pay the difference between the discounted subscription price and the normal once-off price.
4. Subscription Payments
Subscription orders will be charged automatically to the payment method used when the subscription was created.
Customers are responsible for ensuring that their:
- Payment information remains valid;
- Delivery address is correct; and
- Contact information is kept up to date.
If a payment is unsuccessful, we may attempt to process the payment again or contact the customer for updated payment information.
Repeated payment failures may result in the subscription being suspended or cancelled. Any outstanding amount relating to an order that has already been processed will remain payable.
5. Subscription Prices
Subscription prices and discounts will be displayed when the customer subscribes.
Product prices, delivery fees or subscription discounts may change from time to time. Where a change affects an existing subscription, Ginnabelle’s will provide reasonable notice before the updated price is charged.
Customers may cancel the subscription in accordance with this policy if they do not wish to continue at the updated price.
6. Changes, Pauses and Skipped Orders
Requests to change a delivery address, payment method, product selection or delivery frequency must be made before the next subscription payment is processed.
Requests received after an order has already been charged, packed or dispatched cannot be guaranteed and will normally apply only to the following order.
Subscriptions may not ordinarily be paused, skipped or rescheduled during the initial two-order commitment, as the subscription discount is offered on the basis that at least two orders will be fulfilled.
After the second order has been fulfilled, customers may request available changes, pauses or skipped deliveries before the next scheduled payment date.
7. Cancelling After the Second Order
Once the second subscription order has been fulfilled, the customer may cancel the subscription without an early cancellation adjustment.
Cancellation requests must be submitted before the next scheduled payment is processed.
A cancellation will apply to future, unprocessed orders. It will not automatically cancel or refund an order that has already been charged, packed or dispatched.
Customers should retain the written cancellation confirmation they receive from Ginnabelle’s.
8. Cancelling Before the Second Order
The standard subscription commitment requires the initial order and the second scheduled order to be fulfilled before cancellation.
Customers may nevertheless submit an early cancellation request in writing. Where applicable law permits, Ginnabelle’s may apply a reasonable early cancellation adjustment to account for benefits received under the subscription.
This adjustment may include:
- The difference between the normal once-off price and the discounted subscription price for products already supplied;
- Subscription discounts or promotional benefits already received; and
- Reasonable, non-recoverable processing or administrative costs directly associated with the subscription.
Any early cancellation adjustment will be reasonable and proportionate. It will not be calculated in a way that unlawfully prevents the customer from exercising a right to cancel.
Where section 14 of the Consumer Protection Act applies, a customer may cancel a fixed-term consumer agreement by providing 20 business days’ written notice. Ginnabelle’s may recover amounts owed up to the cancellation date and impose a reasonable cancellation charge relating to goods, services or discounts already provided.
9. Orders Already Processed
A subscription cancellation does not automatically cancel an order that has already been generated or processed.
Where payment has already been processed, the order may continue to fulfil unless Ginnabelle’s is able to stop it before packing or dispatch.
Once an order has been dispatched:
- The customer remains responsible for the applicable payment;
- Delivery will continue as scheduled; and
- Any return request will be handled under our Returns and Refunds Policy.
10. Refunds and Returns
Cancelling a subscription does not entitle the customer to a refund for products that have already been supplied or dispatched.
Eligible non-edible products may be returned in accordance with our Returns and Refunds Policy.
For safety and hygiene reasons, edible products cannot ordinarily be returned because of a change of mind. This does not affect a customer’s legal rights where a product is defective, unsafe, damaged or incorrectly supplied.
Any statutory cooling-off or return rights that apply to a particular transaction remain unaffected. South Africa’s electronic-transactions legislation also requires online suppliers to disclose relevant recurring-agreement terms and give customers an opportunity to review and correct their transaction before ordering.
11. Product Availability
Subscription products remain subject to availability.
If a subscribed product becomes temporarily unavailable, Ginnabelle’s may:
- Delay the order;
- Contact the customer to discuss an alternative;
- Allow the customer to select another product; or
- Cancel and refund the affected order.
We will not substitute a product with a materially different product without the customer’s agreement.
12. How to Cancel
Customers may cancel their subscription through their online customer portal or by emailing: info@ginnabelles.co.za
When cancelling by email, please include:
- Your full name;
- The email address used to place the order;
- Your subscription or order number; and
- The product subscription you would like to cancel.
Cancellations made through the online customer portal are subject to the same minimum two-order commitment and cancellation terms set out in this policy.
A cancellation will apply only to future orders that have not already been charged or processed. Cancelling a subscription through the customer portal does not automatically cancel an order that has already been generated, paid for, packed or dispatched.
Customers who cancel by email will receive written confirmation once the cancellation has been processed. Customers who cancel through the online portal should ensure that the subscription status reflects as cancelled and retain any confirmation provided.
Nothing in this policy excludes or limits any consumer right that cannot lawfully be excluded under the Consumer Protection Act, the Electronic Communications and Transactions Act or any other applicable South African legislation.
