Last updated: 6 September 2026
- PURPOSE OF THIS POLICY
This Refund, Returns & Cancellation Policy explains how cancellations, returns, exchanges and refunds are handled in relation to MutiSquare.
MutiSquare operates both:
- an online directory connecting customers with independent traditional healers and practitioners; and
- an online shop through which products may be offered for sale.
It is important to distinguish between payments made directly to independent practitioners and payments made to MutiSquare through the website.
- PAYMENTS MADE DIRECTLY TO PRACTITIONERS
Customers arrange and pay consultation fees directly to practitioners.
MutiSquare does not receive, hold or process consultation payments made directly between customers and practitioners.
Consultation fees, deposits, cancellations, rescheduling arrangements and refunds relating to practitioner services are therefore generally matters between the customer and the relevant practitioner.
MutiSquare cannot normally refund money that was not paid to MutiSquare.
- PRACTITIONER CANCELLATIONS AND REFUNDS
Practitioners are responsible for communicating their own:
- consultation fees;
- deposit requirements;
- cancellation conditions;
- rescheduling conditions; and
- refund arrangements.
Customers should confirm these conditions before paying a practitioner.
Where a customer requests a refund for money paid directly to a practitioner, the customer should ordinarily contact that practitioner directly.
- COMPLAINTS ABOUT PRACTITIONER PAYMENTS
Customers may report suspected fraud, scams, misleading conduct or other serious concerns to MutiSquare.
MutiSquare may investigate whether action should be taken against the practitioner’s listing or account.
However, MutiSquare cannot guarantee recovery of money paid directly to an independent practitioner.
Customers should retain proof of payment and relevant communications.
Suspected fraud may also need to be reported to the customer’s bank, payment provider or appropriate authorities.
- PAYMENTS MADE TO MUTISQUARE
Payments made directly to MutiSquare may include payments for:
- products purchased through the MutiSquare Shop;
- paid practitioner listings;
- Featured or Promoted listings;
- advertising;
- listing upgrades;
- subscription or platform services; and
- other products or services offered directly by MutiSquare.
MutiSquare may use PayFast or another authorised payment service provider to process these payments.
- MUTISQUARE SHOP ORDERS
Customers purchasing products through the MutiSquare Shop are responsible for checking the product description, quantity, price and delivery information before completing an order.
An order is subject to availability and acceptance by MutiSquare or the applicable seller where the platform permits independent sellers.
Customers should provide accurate contact and delivery information.
- ORDER CANCELLATIONS
Customers wishing to cancel a product order should contact MutiSquare as soon as reasonably possible.
Where an order has not yet been processed or dispatched, MutiSquare will consider the cancellation request and process any refund due in accordance with applicable law.
Where an order has already been dispatched, the customer may need to follow the applicable returns procedure.
Nothing in this section limits cancellation rights that a customer may have under applicable South African law.
- INCORRECT PRODUCTS
If a customer receives a product materially different from the product ordered, the customer should contact MutiSquare as soon as reasonably possible.
Customers may be requested to provide:
- their order number;
- photographs of the product received;
- a description of the problem; and
- other information reasonably required to investigate the matter.
Where the incorrect product was supplied through no fault of the customer, MutiSquare will provide an appropriate remedy in accordance with applicable law.
- DAMAGED PRODUCTS
Customers should inspect products reasonably soon after delivery.
Where a product arrives damaged, the customer should notify MutiSquare as soon as reasonably possible and provide photographs or other reasonable evidence of the damage where requested.
MutiSquare will assess the matter and provide an appropriate remedy where required, which may include replacement or refund.
- DEFECTIVE OR UNSAFE PRODUCTS
Products sold through the MutiSquare Shop must be reasonably suitable and safe for their intended lawful purpose, subject to applicable product instructions, warnings and South African law.
Where a product is defective or unsafe, customers may have rights to repair, replacement or refund under applicable consumer law.
Nothing in this policy limits rights that cannot lawfully be excluded.
- CHANGE-OF-MIND RETURNS
Where permitted by applicable law and the applicable product conditions, MutiSquare may accept certain unused products returned because a customer has changed their mind.
Unless required otherwise by law, products returned for change-of-mind reasons should generally be:
- unused;
- in their original condition;
- in their original packaging where reasonably applicable; and
- accompanied by proof of purchase.
Customers should contact MutiSquare before returning a product.
- PRODUCTS THAT MAY NOT BE RETURNABLE
Certain products may not be eligible for change-of-mind returns where an exclusion is permitted by law.
This may include products where return would create legitimate:
- health concerns;
- hygiene concerns;
- contamination risks;
- safety concerns; or
- other legally recognised reasons for restricting returns.
This may be particularly relevant to certain opened, used or unsealed herbal, traditional, cosmetic, personal-use or similar products.
This does not remove a customer’s rights where a product is defective, unsafe, incorrectly supplied or where a return or refund is otherwise required by law.
- HERBAL AND TRADITIONAL PRODUCTS
Product descriptions relating to herbs, oils, powders, roots, traditional products or similar goods are provided for general product information.
MutiSquare does not guarantee that a product will cure, diagnose, prevent or treat a particular medical condition unless such a representation is lawfully permitted and properly supported.
Customers should use products according to applicable instructions and warnings.
Customers with health concerns, allergies, existing medical conditions, pregnancy concerns or medication interactions should obtain appropriate professional advice where necessary before using a product.
- RETURN PROCEDURE
Before returning a product, customers should contact MutiSquare through the Contact page and provide:
- their name;
- order number;
- product concerned;
- reason for requesting the return; and
- photographs where the product is alleged to be damaged, defective or incorrectly supplied.
MutiSquare will provide appropriate return instructions where a return is required.
Customers should not send products to an address without first confirming the appropriate return procedure.
- RETURN DELIVERY COSTS
Responsibility for return delivery costs will depend on the reason for the return and applicable law.
Where a product is defective, damaged when supplied or incorrectly supplied, MutiSquare will deal with reasonable return arrangements in accordance with applicable consumer law.
Where a permitted return is solely because the customer changed their mind, the customer may be responsible for reasonable return delivery costs where legally permitted.
- REFUNDS FOR SHOP PURCHASES
Where a refund is approved, it will ordinarily be processed using the original payment method or another appropriate method where necessary.
Where payment was processed through PayFast or another payment provider, processing times may depend on that provider and the customer’s financial institution.
MutiSquare cannot control delays caused solely by a bank or payment provider after a refund has been correctly processed.
- DELIVERY PROBLEMS
Customers should provide accurate delivery information when placing an order.
Where an order is delayed, lost or cannot be delivered, MutiSquare will investigate the matter with the relevant delivery service where appropriate.
Where goods cannot be supplied or delivered as agreed, the customer will receive the remedy required under applicable law.
Additional delivery conditions may be contained in MutiSquare’s Shipping & Delivery Policy.
- STOCK AVAILABILITY
Products are subject to availability.
If MutiSquare accepts payment for a product that subsequently cannot be supplied, the customer will be offered an appropriate alternative where agreed or a refund where required.
- PAID PRACTITIONER LISTINGS
MutiSquare may charge practitioners for:
- Featured listings;
- Promoted listings;
- advertising;
- listing upgrades;
- subscriptions; or
- other promotional services.
Payment for these services purchases advertising, visibility or platform functionality.
It does not guarantee a particular number of customers, enquiries, bookings, sales or income.
- CANCELLATION OF PAID LISTINGS
Practitioners may request cancellation of a paid listing, subscription or promotional service.
Where recurring payments apply, cancellation may prevent future renewals or charges.
Cancellation does not automatically create a right to a refund for advertising or promotional services that have already been provided or commenced, subject always to applicable South African law.
- REFUNDS FOR MUTISQUARE LISTING SERVICES
Refund requests for payments made directly to MutiSquare for listings or promotional services will be considered according to:
- the service purchased;
- whether the service has commenced;
- how much of the service has already been provided;
- the reason for cancellation;
- applicable promotional or subscription terms; and
- applicable South African law.
Incorrect or duplicate charges should be reported to MutiSquare as soon as reasonably possible.
- SUSPENSION FOR POLICY VIOLATIONS
Where a paid practitioner account or listing is suspended or removed because of suspected fraud, unlawful conduct, serious safety concerns or material violation of MutiSquare policies, any refund entitlement will be assessed according to the circumstances and applicable law.
Nothing in this provision removes rights that cannot lawfully be excluded.
- PAYMENT PROCESSING
MutiSquare may use PayFast or other third-party payment providers to process payments.
Payment transactions may therefore also be subject to the payment provider’s applicable terms, security requirements and processing procedures.
Use of a payment provider does not make that provider responsible for the underlying product or MutiSquare service.
- CHARGEBACKS AND PAYMENT DISPUTES
Customers and practitioners are encouraged to contact MutiSquare regarding disputed payments made directly to MutiSquare so that the matter can first be investigated.
Nothing in this policy prevents a customer from exercising lawful rights through their bank, payment provider or applicable South African consumer-protection mechanisms.
- PROOF OF PURCHASE
MutiSquare may request reasonable proof of purchase when processing a return, cancellation, exchange or refund.
This may include an order number, payment confirmation or other transaction information.
- CONSUMER RIGHTS
Nothing in this policy is intended to exclude, restrict or waive any right or remedy that cannot lawfully be excluded under applicable South African law, including where applicable the Consumer Protection Act and Electronic Communications and Transactions Act.
Where this policy conflicts with a mandatory consumer right, the applicable law will prevail.
- CHANGES TO THIS POLICY
MutiSquare may update this Refund, Returns & Cancellation Policy as its directory, payment services and online shop develop.
The latest version will be published on the MutiSquare website with an updated revision date.
- CONTACT MUTISQUARE
Questions about cancellations, returns, refunds, shop orders or payments made directly to MutiSquare may be submitted through the Contact page on the MutiSquare website.
For consultation payments made directly to a practitioner, customers should ordinarily contact the relevant practitioner first.