CANCELLATION POLICY

(For We Are Imaginary (Pty) Ltd t/a Novel)

Last Updated: 15 October 2026

1. Scope

This Policy covers (a) cancellation of a Venue's subscription to the Platform and (b) cancellation of a Customer's booking made through the Platform. Capitalised terms have the meanings given in the Venue Platform Agreement. Where this Policy and the Agreement differ, the Agreement prevails for Venues.

2. Venue subscriptions

  1. Term. A subscription starts on the Commencement Date and runs for the billing period selected on the Registration Form. Monthly terms renew automatically each month. Annual terms renew automatically for successive annual periods unless either Party gives 30 days' written notice before the end of the current period.
  2. Termination for convenience. Either Party may terminate on 30 days' written notice. Where annual billing was selected, termination takes effect at the end of the current annual period unless otherwise agreed.
  3. Minimum commitment on promotional terms. Waived setup, training, data migration or subscription fees and other promotional benefits are subject to a minimum commitment of 3 months from the Commencement Date. A Venue that terminates for convenience within that period repays the value of the waived fees and promotional benefits received. This does not apply where the Venue terminates because of Novel's material breach.
  4. Fee and term changes. If Novel changes fees or amends the Agreement, the Venue may terminate for convenience within 30 days of receiving notice of the change.
  5. How to cancel. Send written notice to [email protected] from the Venue's registered contact. The notice period runs from the date the notice is received.
  6. After cancellation. Access to the Platform ends at the end of the notice period and all outstanding amounts become due. The Venue remains responsible for honouring all bookings and Gift Cards made before termination. Deposits for future bookings continue to be held and settled in accordance with the Venue's cancellation terms, and Novel provides a final settlement statement within 14 Business Days of the last post-termination booking date. On written request, Customer Data is exported in CSV format within 30 to 90 days.

3. Customer bookings

  1. The Venue sets the rule. Each Venue configures its own cancellation and no-show rules on the Platform. These rules determine whether a Deposit is refunded or forfeited, and are shown to the Customer before the booking is confirmed and again in the confirmation message.
  2. How to cancel. Use the cancellation link in your confirmation email or WhatsApp message, or contact the Venue directly. A cancellation is effective when it is recorded on the Platform.
  3. Unpaid Deposits. Where a Venue requires a Deposit and it is not paid within the time shown at booking, the booking is cancelled automatically.
  4. Cooling-off. Statutory cooling-off rights under section 44 of the Electronic Communications and Transactions Act, 2002 do not apply to services to be supplied on a specific date or within a specific period, including table reservations, event bookings and dated catering services.