Consumer Protection Act 68 of 2008 | POPIA | SA Law
BOCO is committed to fair, transparent and efficient resolution of refund requests and disputes. This Policy sets out the rights and obligations of clients and coaches in connection with cancellations, refunds and disputes arising from bookings made through the BOCO Platform.
This Policy is subject to the Consumer Protection Act 68 of 2008 (CPA). Nothing in this Policy limits or overrides any right conferred on consumers by the CPA. Where any provision of this Policy is inconsistent with the CPA, the CPA prevails. Your statutory rights as a consumer are always preserved.
Clients may cancel a confirmed booking and receive a full refund under the following conditions:
| Cancellation Notice | Refund | Timeframe |
|---|---|---|
| More than 24 hours before session | 100% full refund | Within 10 business days |
| Less than 24 hours before session | No refund | Coach retains session fee |
| No-show (Client fails to join session 15 minutes of start time) | No refund | Coach retains session fee |
In terms of Section 44 of the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), a Client who is a natural person is entitled to cancel any electronic transaction for services, without providing a reason and without incurring a contract penalty, within 7 (seven) calendar days calculated from the date on which the Booking confirmation was formally issued by the Platform.
In accordance with Section 42(2)(d) of ECTA, the 7-day cooling-off period does not apply to any Booking where the performance of the coaching services begins with the Client’s explicit consent prior to the expiration of the 7-day window.
By selecting, confirming, and paying for a Session that is scheduled to take place within 7 (seven) calendar days of the booking date, the Client explicitly waives their statutory ECTA cooling-off right. Any subsequent cancellation of such close-dated Bookings will be governed strictly by the standard marketplace cancellation fees outlined in Section 7.5.
To legitimately exercise a cooling-off right for an eligible far-dated Booking (where the underlying Session is scheduled outside the 7-day window), the Client must submit a clear, written notice of cancellation to support@myboco.app within 7 (seven) calendar days of making the booking.
Where a valid ECTA cancellation notice is received, BOCO will process a full refund of the processed Session Fee directly to the Client's original payment method within 30 (thirty) calendar days of receiving the cancellation notice, as prescribed by Section 44(3) of ECTA. No administrative or transaction cancellation fees, including Platform Fees will be levied for valid, statutory cooling-off cancellations.
Refunds are processed to the original payment method used at the time of booking. BOCO does not issue cash refunds. Processing times depend on the Client's bank and payment provider, and may take 1-5 business days to reflect, once payment has been dispatched, depending on the Client’s bank.
BOCO takes Coach cancellations seriously, as they directly harm the Client experience and undermine trust in the Platform.
A session quality dispute arises when a Client is dissatisfied with a completed session and believes they did not receive the service they paid for. This section governs how BOCO handles these situations.
A Client may raise a quality dispute if:
Dissatisfaction with the coaching style or approach alone, without evidence of a material failure, does not automatically entitle the Client to a refund. Coaching outcomes are inherently personal and cannot be guaranteed.
Clients must raise disputes within 10 business days of the session date. Disputes must be submitted to BOCO at support@myboco.app with the subject line: "Session Dispute – [Booking Reference] – [Date]". The submission must include:
Disputes missing any of the above information will not be considered.
If either party is dissatisfied with BOCO's decision, they may request an escalation review by emailing hello@myboco.app with the subject "Dispute Escalation – [Reference Number]". Escalations will be reviewed by a senior BOCO team member within 5 business days.
BOCO's internal dispute resolution process does not limit or override the statutory rights of users. Users retain the right to seek external remedies, including:
If a Client initiates a chargeback or payment reversal through their bank or card provider, BOCO will provide all available booking records and evidence to the payment processor. Where a chargeback is found to be fraudulent or abusive, BOCO reserves the right to suspend or terminate the Client's account.
Coaches must not encourage Clients to pay outside the Platform. Off-platform payments are not protected by this Policy and are a breach of the Terms and Conditions.
All personal information collected and processed in connection with a dispute (including correspondence, session records and identity information) is handled in accordance with BOCO's Privacy Policy and POPIA. Dispute records are retained for 3 years from the date of resolution.
For refund requests and dispute submissions:
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