1. Our commitment
Root & Season provides immediate digital access to gardening information and tools. Customers may request a full refund within seven calendar days of purchase. This policy does not limit any right available under South African law.
2. Seven-day refund period
The seven-day period begins when payment is successfully processed. A detailed reason is not required, although Root & Season may request information needed to locate and verify the transaction.
3. Duplicate payments
A full refund will be provided where a customer was charged more than once for the same purchase and the duplicate is identifiable in Root & Season or Paystack records. Duplicate-payment requests are not limited to seven days but should be reported promptly.
4. Access problems
Customers who cannot access the guide should contact hello@rootandseason.co.za and provide the purchase email address and payment reference.
Root & Season must be given two business days after receiving the necessary information to investigate and attempt to restore access. If access cannot be provided, the customer is entitled to a full refund.
5. How to request a refund
Email hello@rootandseason.co.za from the address used for purchase and include:
- Full name
- Email address used for payment
- Paystack payment reference, where available
- A short description of the request
If another email address is used, reasonable proof of the transaction may be required.
6. Processing
Root & Season aims to acknowledge a request within two business days. Approved refunds will be initiated within five business days and returned through the original payment method where possible.
Paystack, the customer’s bank or another payment provider may require additional processing time before the funds appear. Root & Season cannot control those processing times.
7. Access after a refund
Paid access will be cancelled when a refund is approved. A customer who later wishes to use the paid guide must complete a new purchase.
8. Requests after seven days
Requests submitted more than seven days after purchase will generally not be approved merely because a customer changed their mind.
A refund may still be provided for a duplicate or incorrectly processed charge, where Root & Season cannot provide access or where required by South African law.
9. Gardening results
Root & Season provides educational gardening information and does not guarantee germination, plant survival, crop yield or freedom from pests and disease. Unsuccessful gardening results do not automatically qualify for a refund after the seven-day period.
10. Fraud and abuse
A refund may be refused where there is reasonable evidence of fraud, payment manipulation or repeated purchasing and refunding intended to obtain free access. This does not limit a lawful consumer right.
11. Chargebacks
Customers are encouraged to contact Root & Season before starting a chargeback so that the issue can be investigated promptly. Nothing prevents a customer from exercising a lawful right through their bank, card issuer or payment provider.