Refund Policy

1. Product refunds (vendor stores)

Vesse is a platform that enables independent vendors to sell their own products. Vesse is not the seller of recordfor any product purchased through a vendor's store. Each vendor is responsible for setting and communicating their own refund and returns policy.

If you purchased a product from a store on Vesse and wish to request a refund or return, you must contact the vendor directly. The vendor's contact information is available on their store.

While Vesse does not mediate individual product disputes, we take consumer protection seriously. If a vendor is consistently failing to honour reasonable refund requests or misrepresenting their products, please report it to support@vesse.co.za and we will investigate.

2. Vesse subscription refunds

Vesse offers monthly and annual subscription plans (Growth and Scale). The following applies to subscription payments:

• Monthly subscriptions: Non-refundable. You may cancel at any time and your plan will remain active until the end of the billing period.
• Annual subscriptions: If you cancel within 14 days of your first payment, you may request a pro-rata refund for the unused months. After 14 days, no refund is available.
• Downgrades: If you downgrade to a lower plan, no refund is issued for the difference. The lower plan takes effect at your next billing cycle.
• Free plan: No charges apply. No refunds necessary.

To request a subscription refund, email billing@vesse.co.za within the eligible period, including your account email and the reason for your request.

3. Vesse Pay payouts

Vendors on Vesse Pay receive weekly EFT payouts to their registered bank account. Once a payout has been initiated:

• Payouts cannot be cancelled or reversed by Vesse once the EFT has been submitted to the bank
• If a payout was sent to an incorrect account due to incorrect bank details provided by the vendor, Vesse is not liable for recovery of those funds
• If a payout fails due to a bank error, Vesse will retry the payout on the next cycle

4. Platform fees

Transaction fees (the percentage Vesse takes on each sale) are non-refundable once a transaction has been completed, even if the underlying order is later refunded by the vendor.

If a transaction is fraudulent and confirmed as such by PayFast, Vesse will review the fee on a case-by-case basis.

5. Chargebacks

If a customer initiates a chargeback with their bank for a transaction made through a Vesse store, the chargeback is handled by PayFast under their terms. Vendors are responsible for responding to chargeback disputes. Vesse may assist with documentation where possible.

Vendors who experience an unusually high rate of chargebacks may have their ability to accept payments reviewed or suspended.

6. How to request a refund

• Product purchased from a store: Contact the vendor directly via their store
• Vesse subscription: Email billing@vesse.co.za
• Other billing enquiries: Email support@vesse.co.za

7. Consumer rights

Nothing in this policy overrides your rights under the Consumer Protection Act (CPA) of South Africa. If you believe your consumer rights have been violated, you may contact the National Consumer Commission or approach the Consumer Goods and Services Ombud.