Refund policy

1. Who handles your refund

LOVEIT LABS (Pty) Ltd, registration number 2026/840936/07, is the customer-facing seller for Spotted photo downloads. Request help at support@loveitlabs.co.za.

We are responsible for refunds even if an organiser has already received their share of the sale. We will not require you to recover that money from the organiser or wait for the organiser to repay us. An organiser's separate policy cannot reduce these protections.

These purchase-refund rules apply to Spotted. Watch This currently has no paid consumer offering under this policy. Nothing here removes a right provided by applicable law.

2. Cancelling an advance purchase

You may cancel for any reason before the event's scheduled start for a full refund. Email your cancellation before that start time; our later response does not move the time you requested cancellation. The event's communicated time zone applies, or SAST (UTC+2) if none is specified.

Once the event starts, our voluntary change-of-mind cancellation offer ends, even if the photos have not yet been delivered. This does not remove statutory cooling-off rights or remedies for cancellation, postponement, non-delivery, faulty files, misdescription, or other failures.

3. Cancelled or postponed events

If an event is cancelled, we initiate a full refund. You do not need to apply when we already know a refund is due.

If an event is postponed, we offer a choice: a full refund, or keeping the purchase with a revised delivery date that you expressly accept. Without that agreement, we will not silently transfer your payment or extend the delivery deadline.

Advance sales open no more than six months before the event. Paystack currently limits refund initiation to one year from the original payment. If a postponement would carry an advance purchase beyond that window, we will refund before it expires instead of silently rolling the payment forward. A payment-provider limit does not extinguish a statutory claim; where another lawful repayment method is needed, we remain responsible for the refund.

4. Missing, incorrect, or faulty delivery

The event-photo bundle has no guaranteed photo count, but zero usable photos is not successful fulfilment. If we cannot supply any usable photos of you by the agreed deadline, you qualify for a full refund of the entire purchase price, with no deduction for platform or payment-processing fees.

For already-available photos the delivery deadline is 24 hours after confirmed payment. For an advance purchase it is the event-specific "photos available by" date shown before payment and repeated in the confirmation. We will not replace either deadline with an indefinite wait for the photographer or a new deadline you have not accepted.

Contact us if the archive is corrupt, a link fails, the photos are of someone else, or the files materially differ from what was sold. We will investigate and supply a working, correctly described download or the refund or other remedy you are entitled to. Troubleshooting does not waive the agreed deadline or require you to accept store credit.

A link expiring after seven days is not a reason to charge again. Replacement links are free while the purchased photos remain retained and access is valid, including the promised minimum 30-day retrieval window. See the delivery policy. Tell us if you cannot retrieve your files during that window.

For a duplicate charge, we will reconcile the payment references and refund the extra payment rather than require a second purchase. Rights relating to an unauthorised payment remain available through us and the relevant payment provider or bank.

5. Change of mind after download

After you download working photos that match the purchase description, we do not offer an additional voluntary change-of-mind refund. This is not a blanket exclusion for digital purchases: statutory rights and remedies for faults, misdescription, duplicate charges, and delivery failures still apply.

A photograph being branded or watermarked is not in itself a fault if that treatment was properly described before purchase. Receiving a materially different product remains a separate issue.

6. Statutory cancellation and consumer rights

Our voluntary cancellation rules are in addition to, not a replacement for, South African consumer law. Where ECTA section 44 applies, it provides cancellation without reason or penalty within seven days after receipt of goods, or within seven days after conclusion of an agreement for services, and requires repayment within 30 days of cancellation. The applicable period and any exception depend on the transaction.

ECTA section 42 lists exceptions, including certain personalised goods and services begun with the consumer's consent during the cooling-off period. We do not assume that every digital photo purchase is automatically exempt, or that merely opening a link supplies any consent required by law. If you exercise an applicable statutory right, a voluntary event-start or download cutoff will not override it.

The Consumer Protection Act and other applicable law may provide further remedies for quality, description, performance, or other failures. Nothing here excludes a non-waivable remedy or imposes a charge that the law prohibits.

7. Requesting a refund and payment timing

1. Email support@loveitlabs.co.za with the purchase email, event name, order or Paystack reference, and the reason for your request. For a pre-event cancellation, a clear cancellation request is enough; you do not need to justify a change of mind.
2. We check the purchase and relevant circumstances. We may ask for proportionate information needed to locate the order or verify the request, but never your password, full card number, or card security code.
3. We initiate an eligible refund within five business days after receiving the request, or after learning that a refund is due because of event cancellation or inability to fulfil. We do not wait for a customer request where we already know a refund is owed. A shorter legal deadline takes precedence.

Business days are Monday to Friday, excluding South African public holidays. We normally refund through Paystack to the original payment method. Where the channel requires verified bank details or an alternative repayment route, we will arrange that securely with you rather than request sensitive credentials by email.

Refund initiation is not the same as the money reaching your account. Paystack currently advises 3–10 working days for receipt after processing. Bank and payment-channel timing can vary. We will provide the available confirmation or refund reference and investigate if a refund fails or is overdue; we do not treat a failed refund attempt as completed.

A full refund means the amount you paid us for the affected purchase. We absorb non-refundable gateway fees rather than subtracting them from that amount. Refunds may remove online access to the refunded purchase; they cannot erase files already saved to someone else's device.

8. If you disagree with our decision

Reply to support with the order reference and why you believe the decision is incorrect so we can review it. You retain the right to approach the relevant payment provider, bank, consumer authority, or court. This policy does not shorten a legal claims period or require you to abandon a statutory dispute route.