1.   INTRODUCTION

This Refund & Dispute Policy (“Policy”) governs cancellations, refunds, disputes, and related processes on the Toastli platform (“Toastli”, “we”, “us”, or “our”). It applies to all users, including clients (“Clients”) and vendors (“Vendors”) who access or use the Toastli website, applications, or services (collectively, the “Platform”).

By using the Platform, you agree to this Policy.

Toastli acts as a marketplace that facilitates bookings between Clients and Vendors. While Vendors provide the services listed, Toastli provides the infrastructure, payment processing coordination, and dispute resolution framework.

2.   ROLE OF TOASTLI

Toastli:

• Facilitates bookings and payments
• Holds and distributes funds in accordance with platform rules
• Provides a structured dispute resolution process Toastli does not:
• Directly provide vendor services
• Guarantee vendor performance
• Act as a party to the service agreement between Client and Vendor

3.   VENDOR CANCELLATION POLICIES

3.1  Vendor-Controlled Policies

Each Vendor is responsible for setting their own cancellation and refund policy, which must be clearly displayed on their listing.

These policies may include:

• Flexible cancellations
• Moderate cancellations
• Strict or non-refundable bookings

3.2  Client Responsibility

Clients are responsible for reviewing and understanding a Vendor’s cancellation policy

before confirming a booking.

By completing a booking, the Client agrees to the Vendor’s stated cancellation terms.

4.   CLIENT CANCELLATIONS

4.1  General Rule

Refund eligibility for Client cancellations depends on:

• The Vendor’s cancellation policy
• The timing of the cancellation
• Any applicable service or platform fees

4.2  Timing-Based Refunds

Refund outcomes may vary depending on when the cancellation occurs:

● Early cancellation (within allowed window):

• Full or partial refund (as per Vendor policy)

● Late cancellation:

• Partial refund or no refund

● No-show:

• Typically no refund unless otherwise stated

4.3  Platform Fees

Certain platform or processing fees may be:

• Non-refundable
• Deducted from the total refund amount

5.   VENDOR CANCELLATIONS

5.1  Vendor Responsibility

Vendors are expected to honour confirmed bookings. Cancellations by Vendors are strongly discouraged.

5.2  Client Protection

If a Vendor cancels a confirmed booking:

• The Client will receive a refund (full or partial depending on circumstances)
• Toastli may assist the Client in finding an alternative Vendor

5.3  Vendor Penalties

Toastli reserves the right to impose penalties on Vendors who cancel bookings, including:

• Temporary suspension
• Reduced listing visibility
• Financial penalties
• Permanent removal from the Platform

6.   REFUNDS

6.1  Refund Processing

Refunds will be processed through the original payment method where possible.

6.2  Timeframes

Refund timelines may vary depending on:

• Payment provider processing times
• Banking institutions Typical refund processing times:
• 3 to 10 business days

6.3  Partial Refunds

In certain cases, only a portion of the booking amount may be refunded, including:

• Late cancellations
• Service partially delivered
• Fees deducted

7.   DISPUTE RESOLUTION

7.1  Submitting a Dispute

Clients may submit a dispute if:

• The service provided was not as described
• The Vendor failed to deliver the service
• There is a disagreement regarding cancellation or refund Disputes must be submitted:
• Within a reasonable time after the booking date
• Through official Toastli support channels

7.2  Evidence Requirements

Both Clients and Vendors may be required to submit evidence, including:

• Photos or videos
• Written communication
• Proof of service delivery or failure
• Any relevant documentation

Failure to provide sufficient evidence may affect the outcome of the dispute.

7.3  Investigation Process

Toastli may:

• Review all submitted evidence
• Analyse communication between parties
• Evaluate compliance with platform policies During this process:
• Payouts may be temporarily withheld
• Accounts may be reviewed

8. PAYOUT HOLD

8.1  Temporary Withholding of Funds

Toastli may delay or withhold Vendor payouts if:

• A dispute is under investigation
• Fraud is suspected
• There is a breach of platform policies

8.2  Duration

The duration of a payout hold will depend on:

• The complexity of the dispute
• The time required to gather and assess evidence

9. FINAL DECISION AUTHORITY

Toastli reserves the right to make the final and binding decision on all disputes. Decisions will be based on:

• Available evidence
• Platform policies
• Fairness and reasonableness

All parties agree to accept Toastli’s decision as final.

10.  FRAUD AND ABUSE

10.1  Prohibited Conduct

The following actions are strictly prohibited:

• Submitting false claims or disputes
• Misrepresenting services
• Attempting to manipulate the refund system
• Payment fraud or chargeback abuse

10.2  Consequences

If fraudulent activity is detected, Toastli may:

• Suspend or terminate accounts
• Withhold funds
• Reverse transactions
• Report the activity to relevant authorities

11.  CHARGEBACKS

11.1  Client Chargebacks

If a Client initiates a chargeback through their bank or payment provider:

• Toastli may suspend the Client’s account
• The dispute process may be transferred to the payment provider

11.2  Vendor Impact

Vendors may be required to provide evidence in chargeback cases.

Toastli is not responsible for outcomes determined by external financial institutions.

12.  LIMITATION OF LIABILITY

To the maximum extent permitted by law, Toastli shall not be liable for:

• Vendor service failures
• Indirect or consequential losses
• Disputes arising outside the Platform
• Delays caused by third-party providers

13.  POLICY ENFORCEMENT

Failure to comply with this Policy may result in:

• Account warnings
• Suspension or termination
• Financial penalties
• Removal from the Platform

14. CHANGES TO THIS POLICY

Toastli reserves the right to update or modify this Policy at any time. Users will be notified of material changes through:

• Email notifications
• Platform announcements

Continued use of the Platform constitutes acceptance of the updated Policy.

15.  CONTACT INFORMATION

For disputes, refund requests, or questions regarding this Policy:

Email: hello@toastli.com

Company: Toastli (Pty) Ltd

16.  ACCEPTANCE OF POLICY

By using the Toastli Platform, you acknowledge that you have read, understood, and agree to this Refund & Dispute Policy.

END OF POLICY