JCKFRUT (Pty) Ltd (“JCKFRUT,” “we,” “our,” or “us”) provides a digital wedding management platform at https://wedding.jckfrut.co (the “Platform”). Access to the Platform’s paid features is granted through the purchase of a once-off Tier upgrade (Boutique or Grand). Custom invitation design services are available under a separate written agreement.
Because the Platform delivers digital services that become operational immediately on purchase, refunds are limited in scope. This policy sets out clearly when a refund or exchange is available, when it is not, and what happens in exceptional circumstances.
This policy forms part of and should be read together with the JCKFRUT Terms of Service. In the event of any conflict, the Terms of Service prevail.
This policy applies to all purchases made on the Platform regardless of the currency in which payment was made (ZAR, USD, EUR, or GBP). Refunds, where applicable, are issued in the same currency as the original payment.
All refund and exchange requests must be accompanied by valid proof of purchase. This means your Paystack payment confirmation email or your JCKFRUT order confirmation email, both of which include your order reference number and the date and time of purchase.
We require this information to verify:
• The purchase date (to confirm whether the 48-hour window applies).
• The tier purchased.
• The currency and amount paid.
Requests submitted without proof of purchase may be delayed or declined.
1. Contact our support team by email at wedding.support@jckfrut.co as soon as possible and in any event within the applicable window described in this policy.
2. Include the following in your email:
• Your full name and the email address associated with your JCKFRUT account.
• Your Paystack or JCKFRUT order reference number.
• A brief description of the reason for your request (for example: “purchased within the last 48 hours and have not used any paid features”, “platform outage prevented access”, or “wedding has been cancelled”).
• Any supporting documentation relevant to an exception request.
3. Our support team will acknowledge your request within 2 business days and provide a substantive response within 5 business days.
4. If a refund is approved, it is processed through Paystack. Depending on your bank or card issuer, it may take between 5 and 10 business days to reflect in your account after processing. JCKFRUT has no control over your bank’s processing times.
5. If a credit is approved, it will be applied to your JCKFRUT account and you will receive written confirmation of the credit amount and its expiry date.
The following are not refundable under this policy:
• The Basic tier, which is free and involves no payment.
• Payments made more than 12 months prior to the refund request (except in the case of a verified platform failure directly attributable to JCKFRUT).
• Costs charged by your bank or card issuer for currency conversion, cross-border transactions, or any other bank fees associated with your purchase. These are not charged by JCKFRUT and are outside our control.
• Charges made by Paystack. Paystack’s own fees are governed by Paystack’s terms of service.
• Any amount for which a chargeback has already been initiated by you through your bank or card issuer. Initiating a chargeback while a refund request is pending with JCKFRUT may result in the refund request being closed.
• Purchases where the account has been suspended or terminated by JCKFRUT for breach of the Terms of Service or the Acceptable Use Policy.
If you initiate a chargeback through your bank or card issuer without first attempting to resolve the matter with JCKFRUT, we reserve the right to suspend or restrict your account access pending resolution of the dispute.
If a chargeback is resolved in JCKFRUT’s favour, you agree to reimburse JCKFRUT for all reasonable costs and fees incurred as a result of the chargeback, including Paystack penalty fees. This is consistent with the Terms of Service.
We strongly encourage you to contact us at wedding.support@jckfrut.co before initiating a chargeback. In most cases we can resolve issues faster than the bank dispute process.
South African Users (Consumer Protection Act)
Nothing in this policy limits or excludes your rights under the Consumer Protection Act 68 of 2008 (CPA). In particular, if the Platform fails to perform as described (for example, due to a defect or material malfunction), you retain your rights under the CPA to demand repair, replacement, or a refund of the amount paid, regardless of the timeframes set out in this policy.
EEA Users
Nothing in this policy limits or excludes your rights under applicable EU consumer protection law, including the Consumer Rights Directive 2011/83/EU. In particular, your right to a 14-day cooling-off period applies unless expressly and lawfully waived as described in Section 7.4.
UK Users
Nothing in this policy limits or excludes your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK). Your 14-day cancellation right applies unless expressly and lawfully waived as described in Section 7.4.
A refund does not automatically trigger the deletion of your personal information or the data associated with your wedding project. Data is retained in accordance with JCKFRUT’s Privacy Policy and the data retention periods in the Terms of Service. Specifically:
• Your account information is retained for as long as your account is active.
• Wedding project data (guest lists, RSVPs, planning content) is retained until the Event date plus 90 days, after which it is deleted from active systems.
• Chat Records between you and any Collaborators or Vendors are retained for 24 months after the Event date.
• Transaction records are retained for a minimum of 5 years as required by applicable tax legislation.
If you wish to request early deletion of your personal data following a refund, you may do so by submitting a data erasure request to privacy@jckfrut.co. Deletion is subject to the overriding legal retention obligations described in the Privacy Policy.
JCKFRUT may update this Refund & Exchange Policy from time to time to reflect changes in the Platform, pricing, or applicable law. When material changes are made, we will post the updated policy on the Platform with a revised “Last Updated” date and notify account holders by email.
Purchases are subject to the refund policy in effect at the time of purchase. A policy update after your purchase does not retrospectively change the terms that applied when you paid.
For all refund and exchange enquiries:
JCKFRUT (Pty) Ltd
Email: wedding.support@jckfrut.co
Privacy & Data: privacy@jckfrut.co
Website: https://wedding.jckfrut.co
Support is available Monday to Friday, 9am to 6pm South Africa Standard Time (SAST).
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