Payment, Cancellation & Refund Policy

Daittons Destination Support
Operated by Daittons Pty Ltd

Effective Date: [Insert Date]

1. Purpose

This Payment, Cancellation & Refund Policy sets out the rules that apply to payments between customers and Daittoners for assistance services arranged through Daittons.

Daittons is a platform that connects customers with verified Daittoners. During the initial phase of the Daittons platform, payments are made directly between the customer and the Daittoner.

Daittons may assist in resolving disputes between customers and Daittoners through the relevant Country Daittoner.

2. Payment for Services

Customers are required to pay the agreed service fee:

• in advance of the service; or
• immediately before the service is delivered, where agreed with the Daittoner.

A Daittoner should not be expected to begin providing a service where the agreed payment has not been received, unless the Daittoner has expressly agreed otherwise.

The customer and Daittoner should agree on the following before the service begins:

• the service to be provided;
• the agreed price;
• the date and time;
• the expected duration;
• the location, where applicable;
• any additional expenses;
• cancellation terms for that particular service; and
• any other important conditions.

Where the service involves third-party costs, such as goods purchased for a customer, transport costs, parking, tolls, accommodation or delivery charges, these costs should be clearly agreed before they are incurred.

3. Direct Payment Between Customer and Daittoner

During the initial operating phase, the customer pays the Daittoner directly.

Daittons does not hold the customer’s service payment during this phase unless specifically stated otherwise.

Customers should keep proof of payment, and Daittoners should provide reasonable confirmation of payment when requested.

Daittons may introduce platform-based payments in the future. If this occurs, the applicable payment, cancellation and refund procedures will be updated accordingly.

4. Service Confirmation

Before payment is made, the customer and Daittoner should confirm the agreed service.

Once payment has been made, the Daittoner should provide the agreed service in accordance with the agreed scope.

If the customer requests additional work outside the original agreement, the Daittoner should obtain the customer’s agreement to any additional fee before carrying out the additional work.

5. Cancellation by the Customer

A customer may cancel a service request by notifying the Daittoner as soon as reasonably possible.

The amount refundable, if any, may depend on:

• when the cancellation is made;
• whether the Daittoner has already started preparing for or delivering the service;
• expenses already incurred on the customer’s behalf;
• whether the service involved bookings or non-refundable third-party costs; and
• the cancellation terms agreed between the customer and Daittoner.

Where the Daittoner has not started the service and has not incurred reasonable non-refundable expenses on behalf of the customer, the parties should generally seek to agree on an appropriate refund.

Where expenses have already been incurred for the customer, those legitimate expenses may be deducted from any amount to be refunded, where permitted by law and the parties’ agreement.

6. Cancellation by the Daittoner

A Daittoner should only cancel a confirmed service where there is a reasonable basis for doing so, such as:

• an emergency;
• illness or unexpected circumstances;
• safety concerns;
• circumstances outside the Daittoner’s reasonable control; or
• another legitimate reason.

The Daittoner should notify the customer as soon as reasonably possible.

Where the Daittoner cancels before providing the service and the customer has already paid, the parties should arrange an appropriate refund for the service not provided, subject to any legitimate expenses already incurred and applicable law.

Repeated unreasonable cancellations may result in action under the Daittoner Terms of Service or Code of Conduct.

7. Refunds

Because payments are made directly to Daittoners during the initial phase, refunds are normally handled between the customer and the Daittoner.

A refund may be appropriate where, for example:

• the Daittoner cancels the service and the service has not been provided;
• the Daittoner does not provide the agreed service;
• the parties agree that a refund is appropriate;
• the customer was charged for a service that was not delivered; or
• a refund is required under applicable law.

Refunds may be reduced by legitimate, agreed and non-refundable third-party expenses already incurred on behalf of the customer, where permitted by law.

Daittons does not automatically guarantee a refund simply because a customer is dissatisfied. Each dispute should be considered according to the agreed service, the circumstances of the matter, evidence available and applicable law.

8. Services That Have Already Been Delivered

Where a Daittoner has substantially or fully delivered the agreed service, the customer may not automatically be entitled to a full refund merely because the customer is dissatisfied with the outcome.

The customer should first raise the issue with the Daittoner and attempt to resolve it.

Where the service was materially different from what was agreed, was not delivered as agreed, or another circumstance gives rise to a refund under applicable law, the matter may be referred for dispute resolution.

9. Third-Party Expenses

Some Daittons services may require the Daittoner to spend money on behalf of a customer.

Examples include:

• groceries;
• purchased products;
• delivery fees;
• parking;
• tolls;
• transport expenses;
• accommodation;
• tickets; and
• other agreed third-party costs.

The customer is responsible for agreed third-party expenses incurred on their behalf.

Where possible, the Daittoner should obtain the customer’s approval before incurring significant additional expenses.

Proof of purchases or expenses should be provided where reasonably appropriate.

10. Disputes Between Customers and Daittoners

Customers and Daittoners should first attempt to resolve payment, cancellation or service disputes directly and professionally.

If the parties cannot resolve the matter, either party may request assistance from Daittons.

Daittons may assist with the dispute through the relevant Country Daittoner.

The Country Daittoner may:

• communicate with the customer and Daittoner;
• review the information provided by both parties;
• request relevant evidence, such as payment confirmations, messages, receipts or service details;
• help clarify what was originally agreed;
• facilitate communication between the parties;
• encourage a fair and practical resolution; and
• record or escalate the matter where appropriate.

Daittons’ involvement is intended to help facilitate resolution and does not necessarily mean that Daittons becomes a party to the agreement between the customer and Daittoner.

11. Evidence in a Dispute

Customers and Daittoners may be asked to provide relevant information when a dispute is being reviewed.

This may include:

• payment records;
• receipts;
• messages;
• photographs or videos;
• agreed service details;
• cancellation notices;
• evidence of expenses;
• delivery or completion records; and
• other relevant information.

Both parties are expected to provide truthful and accurate information.

Providing false information or fabricated evidence may result in suspension or removal from the Daittons platform.

12. Country Daittoner Dispute Support

The Country Daittoner acts as a local support and coordination point for Daittons within their country.

Where a dispute is referred to the Country Daittoner, they may facilitate communication and attempt to help the parties reach a mutually acceptable resolution.

The Country Daittoner is not necessarily a court, arbitrator, lawyer or regulator and should not be represented as such.

Nothing in this policy prevents a customer or Daittoner from exercising any rights available under applicable law.

13. Fraudulent or Unauthorised Payments

Customers and Daittoners must not:

• use fraudulent payment methods;
• misrepresent payments;
• falsely claim that a payment was made;
• request or make unauthorised charges;
• use another person’s payment information without permission; or
• participate in fraudulent refund activity.

Suspected fraudulent activity may be investigated and may result in account suspension, removal from Daittons or referral to the appropriate authorities where appropriate.

14. Safety and Payment Disputes

A customer should not be pressured to make additional payments that were not agreed.

A Daittoner should not withhold a customer’s property, documents or other belongings as a means of forcing payment, except where expressly permitted by law.

Customers should also not attempt to avoid paying a Daittoner for services that were properly agreed and delivered.

15. No Unauthorised Side Payments or Deals

Customers and Daittoners should not use the Daittons platform to facilitate arrangements that deliberately bypass Daittons’ applicable fees, commission arrangements or platform rules.

Daittoners must comply with their obligations to Daittons regarding commissions and other applicable fees.

Any future platform-based payment system may introduce additional payment rules.

16. Future Platform Payments

Daittons intends to introduce platform-based payment functionality as the platform develops.

When platform payments become available:

• customers may pay through the Daittons platform;
• payment records may be maintained by the platform;
• refunds may be processed through the platform;
• applicable service fees and commissions may be automatically allocated; and
• additional payment and refund terms may apply.

Customers and Daittoners will be notified of the applicable procedures when platform payments are introduced.

17. Changes to This Policy

Daittons may update this Payment, Cancellation & Refund Policy from time to time to reflect changes to the platform, payment arrangements, services or applicable legal requirements.

The latest version published by Daittons will apply to future transactions unless otherwise required by law.

18. Contact and Dispute Support

For assistance with a payment, cancellation, refund or service dispute, customers and Daittoners should first contact the other party.

If the matter cannot be resolved, Daittons may be contacted for dispute-support assistance through the relevant Country Daittoner.

Daittons Pty Ltd
Daittons Destination Support
[Insert official contact email]
[Insert website]

Important Legal Note

This policy is intended as a practical operating policy for Daittons. It should be reviewed by a qualified South African lawyer before publication and implementation, particularly in relation to the Consumer Protection Act, POPIA, payment arrangements, refunds, transport services, liability and dispute-resolution requirements.