REFUND POLICY

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

Last Updated: 15 October 2026

1. Scope

This Policy sets out when and how refunds are made for (a) fees paid by Venues to Novel and (b) Deposits and Gift Cards paid by Customers 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 fees

  1. Subscription Fees are billed monthly or annually in advance. Fees are non-refundable and are not pro-rated on termination, except where required by law.
  2. Annual plans. Fees for the remainder of an annual period are not refundable on termination for convenience, except where required by law.
  3. Transaction Fees and per-transaction charges are not refundable when a Deposit or Gift Card payment is refunded, reversed or charged back, unless Novel actually recovers the corresponding amount from the payment processor.
  4. Feature-Based Fees are billed for actual usage in the previous calendar month and are not refundable.
  5. Services not provided. If Novel is unable to provide a service the Venue has paid for, Novel refunds the amount paid for that service in full within 30 days.
  6. Billing queries. Email [email protected] within 14 days of the invoice date.

3. Customer Deposits

  1. Who decides. Whether a Deposit is refunded is determined by the Venue's cancellation and no-show rules, which are shown to the Customer before payment. Novel collects Deposits as the Venue's limited agent and does not set or control the Venue's refund terms.
  2. Who refunds. The Venue issues refunds from the Platform. The Venue bears all refunds, reversals and chargebacks relating to its Customer transactions.
  3. When a refund is due. A Deposit is refunded in full when the Customer cancels within the Venue's refundable window, or when the Venue cancels the booking. A Deposit may be forfeited in whole or in part for a late cancellation or a no-show, according to the Venue's rule.
  4. How it is paid. Refunds are returned to the original payment method through the payment processor. Novel does not charge Customers for a refund.