Refunds & Returns Policy

Last Updated: 13 December 2025

This Refunds & Returns Policy (“Policy”) applies sitewide to all users of Hustlefella.com (“Hustlefella”, “the Platform”, “we”, “us”, “our”), including buyers, bidders, vendors, sellers, service providers, freelancers, auctioneers, and talent hirers.

Hustlefella operates as a multi-vendor marketplace, auction platform, and talent hiring platform. Hustlefella does not own, manufacture, store, inspect, or directly sell most goods or services listed on the Platform unless explicitly stated.

This Policy is designed to:

  • Protect buyers and bidders from unfair practices
  • Protect vendors and service providers from abuse and unreasonable claims
  • Protect Hustlefella as a neutral platform and intermediary
  • Comply with applicable South African law, including the Consumer Protection Act (CPA) where applicable

1. Policy Hierarchy & Legal Standing

1.1 This Policy applies by default to all transactions on Hustlefella.

1.2 Where a Vendor-Specific Refund Policy exists and has been explicitly approved by Hustlefella, that policy may apply in addition to or in modification of this Policy, provided it:

  • Is clearly disclosed on the vendor’s store or listing page
  • Does not waive non-waivable consumer rights under South African law
  • Has been reviewed and approved by Hustlefella in writing or via platform approval

1.3 In the event of conflict:

  1. South African law (where applicable)
  2. Hustlefella Terms & Conditions
  3. This Refunds & Returns Policy
  4. Approved Vendor-Specific Policy

2. Platform Role & Limitation of Liability

2.1 Hustlefella acts as a technology platform and marketplace facilitator only.

2.2 Unless expressly stated, Hustlefella:

  • Is not the seller, auctioneer, employer, or service provider
  • Does not guarantee refunds beyond what is stated in this Policy
  • Does not assume ownership of items, funds, or services exchanged between users

2.3 Refund obligations primarily lie with the vendor or service provider, except where:

  • Hustlefella determines platform misuse or fraud
  • Funds are still held in escrow or pending status
  • Hustlefella is legally compelled to intervene

3. Transaction Types Covered

This Policy covers, but is not limited to:

  • Fixed-price product sales
  • Auction purchases (including proxy and reserve auctions)
  • Digital products
  • Custom-made or made-to-order items
  • Services and freelance work
  • Talent hiring and job-related payments
  • Deposits, milestone payments, and partial payments

Each category carries specific rules and exclusions detailed below.

4. General Refund Eligibility Rules

A refund may be considered if:

  • The item or service was not delivered
  • The item is materially defective, damaged, or not as described
  • The vendor failed to perform the agreed service
  • The transaction was affected by fraud or misrepresentation

A refund will not be granted where:

  • Buyer remorse applies (unless CPA cooling-off rights apply)
  • Damage results from misuse, neglect, or alteration by the buyer
  • The buyer fails to provide reasonable evidence
  • The buyer violates platform rules or engages in abuse

5. Physical Goods – Fixed Price Sales

5.1 Cooling-Off Period (CPA)

Where applicable under South African law, buyers may be entitled to a 7-business-day cooling-off period for certain online purchases, excluding:

  • Custom-made goods
  • Perishable goods
  • Sealed goods opened after delivery
  • Auctions

Return shipping costs may be borne by the buyer unless otherwise required by law.

5.2 Defective or Incorrect Items

Buyers must notify the vendor within 7 days of delivery with:

  • Clear photographs
  • Description of the issue

The vendor may offer:

  • Repair
  • Replacement
  • Refund (full or partial)

6. Auctions (Including Proxy Auctions)

6.1 All auction sales are final, unless:

  • The item is materially not as described
  • The item was not delivered
  • Fraud is proven

6.2 Winning bidders are legally obligated to pay.

6.3 Failure to complete payment may result in:

  • Account suspension
  • Loss of bidding privileges
  • Forfeiture of deposits

6.4 Vendors may not cancel auctions post-close except with Hustlefella approval.

7. Digital Products

7.1 Digital goods are non-refundable once:

  • Downloaded
  • Accessed
  • Delivered electronically

7.2 Refunds may only be considered if:

  • The file is corrupted
  • The content materially differs from description
  • Access was never provided

8. Services, Freelance Work & Talent Hiring

8.1 Services & Freelancing

  • Refunds depend on work completed to date
  • Milestone-based payments are assessed per milestone
  • Time-based services already rendered are non-refundable

8.2 Talent Hiring & Job Payments

  • Hustlefella is not an employer
  • Placement fees, introduction fees, or hiring fees are non-refundable once engagement begins
  • Disputes are handled as commercial disputes, not employment disputes

9. Custom, Made-to-Order & Specialised Items

9.1 Custom items are non-refundable once production begins.

9.2 Vendors offering specialised or high-risk services (e.g. construction, machinery, bespoke fabrication) may apply for a Modified Refund Policy, subject to:

  • Clear upfront disclosure
  • Hustlefella approval
  • Compliance with minimum consumer protections

10. Vendor-Specific Modified Policies

10.1 Vendors may apply for a modified refund/returns policy by submitting:

  • Justification
  • Risk assessment
  • Draft policy text

10.2 Hustlefella reserves the right to:

  • Approve, reject, or revoke such policies
  • Require changes at any time

10.3 Unapproved policies are null and void.

11. Evidence & Burden of Proof

11.1 Buyers must provide reasonable evidence, including:

  • Photos, videos, or messages
  • Proof of non-delivery

11.2 Vendors must:

  • Respond within reasonable timeframes
  • Provide delivery proof or service records

12. Dispute Resolution Process

  1. Buyer contacts vendor via platform messaging
  2. Vendor has 5 business days to respond
  3. Escalation to Hustlefella dispute resolution
  4. Platform review and determination

Hustlefella decisions are final for platform purposes.

13. Abuse, Fraud & Bad Faith Claims

13.1 Hustlefella will not tolerate:

  • Refund abuse
  • Chargeback abuse
  • False claims

13.2 Penalties may include:

  • Account suspension or termination
  • Loss of refund eligibility
  • Legal action where applicable

14. Chargebacks & Payment Provider Disputes

14.1 Buyers are encouraged to resolve disputes on-platform first.

14.2 Chargebacks may result in:

  • Immediate account review
  • Suspension pending investigation

14.3 Hustlefella may recover chargeback fees from the responsible party.

15. Platform Fees & Non-Refundable Amounts

Unless otherwise stated:

  • Platform service fees are non-refundable
  • Payment gateway fees may be deducted
  • Promotional fees are non-refundable

16. Shipping, Returns & Logistics

  • Return shipping costs are buyer’s responsibility unless vendor fault is proven
  • Returned items must be in original condition unless defective
  • Lost returns due to improper packaging are buyer’s risk

17. Time Limits

  • Refund requests must be lodged within 7 days, depending on category
  • Late claims may be rejected

18. Force Majeure

No refunds are guaranteed for delays or failures caused by:

  • Natural disasters
  • Strikes
  • Government actions
  • Events beyond reasonable control

19. Policy Updates

Hustlefella may amend this Policy at any time. Continued use of the Platform constitutes acceptance.

20. Contact & Support

Refund and return queries must be submitted via the Hustlefella platform support system.

By using Hustlefella, all users acknowledge and agree to this Refunds & Returns Policy.

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