Lookmarks — Refund Policy

1. Scope

This Refund Policy sets out the terms on which Lookmarks (Pty) Ltd ("Lookmarks", "we", "us", "our") will refund payments made directly to Lookmarks for:

• The Lookmarks Style Guide (the "Capsule Edit" digital PDF, R150 once-off);
• Retailer platform subscriptions (Standard Partner and Premium Partner listing plans); and
• Media Desk offers (Featured and Style Guide Partner packages).

It does not cover purchases made from third-party retailers linked or discovered through the Lookmarks app — those transactions are between you and the retailer and are governed by that retailer's own refund and return policies, as set out in section 7 of our Terms of Service. This Policy is provided in accordance with the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

2. Style Guide purchases (digital products)

The Style Guide is a digital product delivered instantly by email as a signed, time-limited download link once payment is confirmed. Because the content is delivered and accessible immediately, ECTA does not require a cooling-off refund once a digital product has been accessed or downloaded.

We will refund or re-deliver your purchase, no questions asked, where:

• you were charged but never received a working download link due to a technical or delivery failure on our side;
• you were charged more than once for the same order; or
• the file you received is corrupted, incomplete, or materially not the product described.

To request a refund, email info@lookmarks.co.za within 7 days of purchase with your order or payment reference. Approved refunds are returned to the original payment method within 10 business days of approval. Outside of the circumstances above, purchases are non-refundable once the download link has been successfully accessed, as the product has then been fully delivered and consumed.

3. Retailer platform subscriptions

The Standard Partner plan is free (R0/month); no payment is taken and no refund applies.

The Premium Partner plan is a recurring monthly subscription. Fees for a billing period pay for that period's platform access and are non-refundable once the period has begun, save as required by law. If Lookmarks materially fails to provide the contracted Premium features during a billing period (for example, a platform outage attributable to us), the affected retailer partner may request a pro-rata credit or refund for that period.

Cost-per-click (CPC) and commission charges reflect clicks and sales already delivered and are non-refundable once incurred, except where a specific charge is confirmed to be fraudulent, duplicated, or the result of a system error — in which case that charge will be corrected or reversed.

4. Media Desk packages

Featuredis billed monthly in advance for that month's content placement. Once creative has been posted or scheduled for the billing month, the fee for that month is non-refundable.

Style Guide Partneris billed per quarterly edition. Once product placement for an edition has been locked for production (the content-lock date is communicated to you at the time of booking), the booking cannot be cancelled or refunded for that edition, given the guide's fixed print and production lead times.

If Lookmarks fails to deliver a contracted placement in either package, we will provide a pro-rata refund or, at the partner's election, a credit toward a future placement.

5. Incorrect or duplicate charges

If you believe you were charged in error or charged more than once for the same purchase or billing period, email info@lookmarks.co.za within 30 days quoting the transaction reference. Verified incorrect or duplicate charges are refunded in full.

6. How refunds are processed

All approved refunds are returned via Paystack to the original payment method used for the purchase. Processing times depend on your card issuer or bank, and typically take 5–10 business days from the date a refund is approved.

7. Contact us

For any refund query, please contact:

info@lookmarks.co.za
Lookmarks (Pty) Ltd, 195 Main Rd, Green Point, 8005, Cape Town, South Africa
+27 82 304 4961