Refund policy

Thank you for choosing Belina Group for your online booking needs. We strive to ensure your satisfaction with our services. This Return and Refund Policy outlines the conditions under which refunds or cancellations may be requested for bookings made through our platform. Please read this policy carefully before making a booking.

1. Cancellation by the Customer

  • Cancellations Within 24 Hours of Booking: Bookings canceled within 24 hours of the initial booking time are eligible for a full refund, provided the service or event date is at least 7 days away.

  • Cancellations Before Service/Event Date:

    • Cancellations made more than 7 days before the service or event date are eligible for a full refund, minus a 5% processing fee.

    • Cancellations made between 3 and 7 days before the service or event date are eligible for a 50% refund.

    • Cancellations made less than 3 days before the service or event date are non-refundable.

  • No-Show Policy: Failure to attend or utilize the booked service/event without prior cancellation notice will result in no refund.

2. Modifications to Bookings

  • Modifications to booking details (e.g., date, time, or service type) are subject to availability and must be requested at least 3 days before the scheduled service or event.

  • Modification requests can be made by contacting our customer support team at bookings@belina.co.za or through the booking portal.

  • If a modification results in a lower-cost service, the difference will be refunded, minus a 5% processing fee. If the new service costs more, the customer will be required to pay the difference.

3. Cancellations by Belina Group

  • In the rare event that Belina Group cancels a booking due to unforeseen circumstances (e.g., service unavailability, technical issues, or force majeure), customers will be notified immediately and offered:

    • A full refund, processed within 5–7 business days, or

    • The option to reschedule the booking at no additional cost.

  • Belina Group is not responsible for any additional costs incurred by the customer (e.g., travel or accommodation expenses) due to cancellations initiated by Belina Group.

4. Refund Process

  • Refund requests must be submitted in writing to bookings@belina.co.za, including the booking confirmation number and reason for the request.

  • Approved refunds will be processed within 5–7 business days to the original payment method. Processing times may vary depending on the payment provider.

  • Non-refunded fees, such as processing fees, are non-negotiable and will be clearly outlined in the refund confirmation.

5. Non-Refundable Bookings

  • Certain bookings, such as promotional or discounted services, may be marked as non-refundable at the time of purchase. This will be clearly indicated during the booking process.

  • Gift cards, vouchers, or prepaid credits are non-refundable unless otherwise stated.

6. Disputes and Exceptions

  • If you believe an error has occurred with your booking or refund, please contact our customer support team at bookings@belina.co.za within 14 days of the service or event date.

  • Exceptions to this policy may be considered on a case-by-case basis at the discretion of Belina Group management. Documentation (e.g., medical certificates or proof of extenuating circumstances) may be required.

7. Contact Us

For any questions or assistance regarding this policy, please reach out to our customer support team:

  • Email: bookings@belina.co.za

  • Phone: +2721 555 0245

  • Business Hours: Monday–Friday, 9:00 AM–5:00 PM (SAST)

Belina Group reserves the right to update or modify this Return and Refund Policy at any time. Any changes will be posted on our website and will apply to bookings made after the effective date of the updated policy.

Thank you for trusting Belina Group with your booking needs!