ONLINE COUNSELLING SERVICE
Terms of Service
1. DEFINITIONS
1.1. Interpretation
Words that are stylised with the initial letter capitalised are defined in section 1.2. of the Terms of Service and have the same meaning regardless of whether the word appears in singular or plural.
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1.2. Definitions
'Account' means a unique account created for You to access our Service or parts of Our Service.
'Counselling24', 'the Company', 'We', 'Us', 'the Website' and 'Our' refers to Shinika Ramballi Registered Counsellor (Pty) Ltd.
'Constitution' means the Constitution of the Republic of South Africa, 1996.
'Cookies' are small files that are placed on Your computer, mobile device or any other device by a website, containing the details of Your browsing history on that website among its many uses.
'Country' refers to the Republic of South Africa.
'Device' means any device that can access Our Services such as a computer, a cellphone or a digital tablet.
'PAIA' means the Promotion of Access to Information Act 2 of 2000.
'Personal Data' is any information that relates to an identified or identifiable individual.
'POPI' or 'POPIA' means the Protection of Personal Information Act 4 of 2013.
'Service' refers to https://www.counselling24.com/.
'Service Provider' means any natural or legal person who processes the data on behalf of the Company. It refers to third-party companies or individuals employed by the Company to facilitate the Service, to provide the Service on behalf of the Company, to perform services related to the Service or to assist the Company in analyzing how the Service is used.
'Third-party Social Media Service' refers to any website or any social network website through which a User can log in or create an account to use the Service.
'Usage Data' refers to data collected automatically, either generated by the use of the Service or from the Service infrastructure itself (for example, the duration of a page visit).
'Website' refers to https://www.counselling24.com/.
'You' means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
competency' means the ability to conduct psychological acts for which a registered counsellor trained and obtained a qualification
'confidential information' means any information conveyed in confidence to a registered counsellor by a client, a colleague, a collateral source or a professional.
'Service' means any act of psychological assessment, diagnosis and intervention provided to a client by a registered counsellor.
'Registered Counsellor' means a person registered as a registered counsellor under the Health Professions Act, 1974.
'You', 'Your', 'I', 'the Data Subject' and 'the Client' refer to the user of services provided by Counselling24.
2. SCOPE OF SERVICES
The following practice areas fall within the competencies of registered counsellors based on formal education, training, and appropriate professional experience: Career Counselling, Community Mental Health, HIV/AIDS, Family Counselling, HR Counselling, Pastoral Counselling, School Counselling, Trauma Counselling, Sport Counselling, and Employee Well-being.
3. INTERNATIONAL COMPARABILITY
In keeping with psychological services offered internationally in both developing and developed countries, the practitioner (registered counsellor) functions within the internationally recognised domains of counsellor, health promoter and psycho-educator, change agent and practice manager. (Taken directly from the Health Professionals Council of South Africa (HPCSA) Minimum Standards for The Training of Registered Counsellor).
4. LANGUAGE
Counselling24Â renders services in English. You shall ensure that you are proficient in the English language before making use of services provided by Counselling24.
5. AGE
Counselling24 does not provide counselling services to persons who are 17 years of age or younger. A person who is 18 years of age or older is an adult and is legally competent to decide on all forms of psychological services (Children’s Act, 2005). You shall ensure that you are 18 years of age or older and are legally competent to consent to services before making use of services provided by Counselling24.
6. USE OF TECHNOLOGY
6.1. Technological requirements and competences
You shall ensure that you use a device that can make video calls and that can connect to the internet. You shall install Zoom before the start of the service. You can download Zoom by clicking on this link: https://zoom.us/. You shall ensure that you have a reliable high-speed internet connection (minimum 4Mbps for video) and sufficient data for the duration of the service. You shall ensure that you have the latest version of your browser (preferably Google Chrome, Microsoft Edge, Opera Browser or Firefox Browser).
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6.2. Managing technical difficulties
Should the service be disrupted due to technical difficulties, you and the registered counsellor shall immediately attempt to resolve the technical difficulties. If you or the registered counsellor is unable to resolve the technical difficulties within 10 minutes, the service will be rescheduled to a later date or be cancelled, as per section 15 of the Terms of Service.
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6.3. Firewall
You shall ensure that your firewall does not prevent you from accessing the Counselling24 website or any part thereof. You shall ensure that your firewall does not prevent you from accessing Zoom nor prevent you from making use of the service.
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6.4. Booking confirmation
Should you not receive a booking confirmation email from Counselling24 within 24 hours of booking the service, you shall notify Counselling24 via email.
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6.5. Transmitting personal information and associated risks
Services utilise the internet for the transmission of personal information. To protect your confidentiality, you shall:
• use services that provide encryption to communicate, such as Zoom;
• password protect devices used to access services;
• install antivirus software to prevent access by third parties; and
• use a private environment when engaging in online counselling.
7. CRISIS MANAGEMENT
7.1. In Case of Emergency (ICE) contacts
There are difficulties in dealing with emergency crises when using online services because the registered counsellor and the client are often in separate locations. The client is obligated to provide the contact details of two emergency contacts (ICE 1 - a local family member or friend and ICE 2 - a local medical practitioner) that shall be contacted by Counselling24 in case of an emergency.
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7.2. Emergency protocol
Should the client be in a crisis, and there is a disruption while engaging in an online psychological service provided by Counselling24, the client shall immediately inform Counselling24 of the crisis via email.
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Counselling24 shall notify the emergency contacts of the emergency via email only. As a further safety precaution in a crisis, the client shall contact the emergency contacts directly.
8. RECOMMENDED IN-PERSON COUNSELLING
Online counselling has limitations. There is a lack of in-person interaction which can make counselling less of a relational experience. It is not an appropriate medium for clients that are severely depressed, have advanced substance dependence, or are experiencing intense suicidal or homicidal thoughts. Seeing a mental health professional in person is recommended in these situations.
9. CONFIDENTIALITY
Information provided to the registered counsellor shall remain confidential and will not be given to a third party, subject to limitations explained in the Terms of Service.
10. LIMITATIONS TO CONFIDENTIALITY
In written reports, oral reports or consultations, the registered counsellor shall include information relevant to the purpose of the communication. The registered counsellor shall discuss confidential information obtained in his or her work only for appropriate professional purposes and only with persons concerned with such matters.
The registered counsellor shall breach confidentiality and disclose information to a third party:
with your permission;
where you are at significant risk of self-harm;
where there is a significant risk of you seriously harming another person;
as mandated by law;
as permitted by law for a valid purpose;
as required by a court to appear as a fact witness (a registered counsellor is legally obliged to present evidence and shall serve as a truthful and fully disclosing witness);
to report the abuse of children and vulnerable adults in terms of the relevant law and professional responsibility;
to obtain payment for a psychological service, in which instance disclosure is limited to the minimum necessary to achieve that purpose;
to consult with another registered counsellor knowledgeable about ethical issues, with appropriate national ethics committees in psychology, or with another authority to choose a proper response to resolve existing or potential issues regarding ethical practice;
to co-operate with other professionals to serve you effectively and appropriately; or
to arrange for appropriate consultations and referrals based on your best interests.
11. PROVIDING COUNSELLING TO THOSE SERVED BY OTHERS
Should you already be receiving mental health services from another mental health practitioner, you must provide a brief overview of the nature of mental health service and you must provide Counselling24Â with the contact information of the mental health practitioner.
12. CLIENT RECORDS
The registered counsellor shall maintain confidentiality in creating, storing accessing, transferring, and disposing of records under the registered counsellor's control.
The registered counsellor shall create, maintain, store, disseminate and retain records and data relating to the registered counsellor's professional work:
to enable the efficacious provision of services by the registered counsellor or by another professional;
to ensure accuracy of billing and payments;
to facilitate subsequent professional intervention or inquiry; and
to ensure compliance with the law.
The registered counsellor shall maintain records that include:
the presenting problem,
the fee arrangement,
the date and substance of each billed contact or service,
test results or other evaluative results obtained
test data used to derive test results,
notation/results of formal consults with other providers, and
a copy of all tests or other evaluative reports prepared as part of the professional relationship.
Before the registered counsellor is unavailable through factors such as death, incapacity or withdrawal from practice, the registered counsellor shall make plans for the safe transfer of client data.
The registered counsellor shall maintain data entries for a period of not less than three years after the last date of rendering a service.
Counselling24 shall also abide by other legal requirements for record retention.
13. FEES AND FINANCIAL ARRANGEMENTS
13.1. Rates
Counselling24 operates a cash practice. You shall pay the rate listed on the website ( or ) upfront through the website payment gateways, or via EFT where specified. Counselling24 is not affiliated with any medical aid scheme, yet.
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13.2. Financial assistance
Counselling24 offers limited financial aid to clients on a case-by-case basis. Clients who are unable to afford online counselling services are encouraged to discuss this with Counselling24 via email.
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Alternatively, You can consult the directory of external resources on Our Website for a list of credible alternative mental health service
14. COLLECTION OF OUTSTANDING FEES
If you do not pay for services, as agreed with the registered counsellor, Counselling24 may use a collection agency or legal measures to collect fees. Counselling24 shall first inform you of impending legal action so that you have an opportunity to make prompt payment.
15. PROCESSES TO CANCEL AND RESCHEDULE
15.1. Cancelling or rescheduling online counselling services
The following terms apply:
to cancel or reschedule a service, you must email Counselling24;
you have up to 48 hours before the commencement of the service to cancel or reschedule;
a missed service will not qualify for a refund;
25% of the service fee (admin fee) is not refundable in the event of a cancellation;
you may reschedule a service a maximum of two times, free of charge;
when rescheduling a service, details are to be communicated via email.
15.2. Cancelling or rescheduling webinars
The following terms apply:
to cancel or reschedule a service, you must email Counselling24;
you have up to 72 hours before the commencement of the service to cancel or reschedule;
a missed service will not qualify for a refund;
50% of the service fee (deposit) is not refundable in the event of a cancellation;
you may reschedule a service a maximum of two times, free of charge;
when rescheduling a service, details are to be communicated via email.
15.3. Rescheduling services due to technical difficulties
the registered counsellor or client shall notify one another of any technical issues via email or by using the Zoom chat;
the registered counsellor or client may take up to 10 minutes to resolve technical difficulties;
Counselling24 will reschedule the service free of charge a maximum of two times.
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15.4. Cancelling a service due to technical difficulties
services may only be rescheduled a maximum of two times;
where technical difficulties persist and prevent or significantly disrupt the service, the service will be cancelled;
25% of the service fee (admin fee) is not refundable in the event of a cancellation;
you will be referred to a different mental health practitioner with comparable qualifications and service offerings.
16. INITIATING SERVICES
16.1. Purpose of the informed consent form
Successful counselling relationships depend upon mutual trust. To establish that trust, We must respect Your autonomy. You have a right to decide whether or not to engage in any of Our Services.
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Before You decide to engage in any of Our Services, You have a right to be given sufficient information about Our Services in a way that is understandable to You. By providing You with sufficient information about Our Services, We enable You to exercise Your right to make an informed decision. If You decide to engage in any of Our Services, You are required to provide Us with Your explicit informed consent. To do this, You are required to complete and submit Our informed consent form prior to engaging in any of Our Services.
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16.2. Accessing Our informed consent form
Our informed consent form can be found on Our Website (https://www.counselling24.com/). If you are having difficulty accessing or submitting Our informed consent form, contact Us.
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16.3. Declaration
The client must ensure that the client submits a declaration stating that the client:
read and agrees to be bound by the Terms of Service;
is 18 years of age and has the capacity to consent to the service;
has been provided with information concerning participation in the service that reasonably might affect the client's willingness to participate;
has been made aware of the voluntary nature of participation;
freely and without undue influence consents to the service;
has had the opportunity to ask questions and receive answers;
understands the risks associated with engaging in the service;
complies with the Company's policies;
has supplied the correct contact details; and
agrees that in the case of an emergency Counselling24 shall contact the emergency contacts that the client has provided.
17. TERMINATING SERVICES
A registered counsellor shall terminate a psychological service when:
it becomes reasonably clear that you no longer need the service,
it becomes reasonably clear that you are not likely to benefit from continued services,
it becomes reasonably clear that you are at risk of harm by continued services,
the registered counsellor is threatened or otherwise endangered by you, or
the registered counsellor is threatened or otherwise endangered by another person with whom you have a relationship.
18. LEGAL RECOURSE
The HPCSA is a regulatory body that governs the professional behaviour of registered counsellors. Legal recourse will only be available in South Africa. The client can verify the registration of the registered counsellor with the HPCSA.
19. PRIVACY POLICY
The Privacy Policy describes Our policies and procedures on the collection, use and disclosure of Your information when You use Our services and tells You about Your privacy rights and how the law protects You.
We use Your Personal data to provide and improve Our services. By using Our services, You agree to the collection and use of information in accordance with Our Privacy Policy.
20.QUERIES
Clients can direct all queries to Counselling24 via email.
PRIVACY POLICY
Note
Our Online Counselling Services are further regulated by the Terms of Service to ensure compliance with the standards, guidelines and laws of the Health Professions Council of South Africa (HPCSA), Protection of Personal Information Act 4 of 2013 (POPIA) and Promotion of Access to Information Act 2 of 2000 (PAIA).
PURPOSE OF THE PRIVACY POLICY
The Privacy Policy describes Our policies and procedures on the collection, use and disclosure of Your information when You use Our services and tells You about Your privacy rights and how the law protects You.
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We use Your Personal data to provide and improve Our services. By using Our services, You agree to the collection and use of information in accordance with this Privacy Policy.
INTERPRETATION AND DEFINITIONS
Interpretation
The words of which the initial letter is capitalized have meanings defined under the following conditions.
The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.
Definitions
For the purposes of this Privacy Policy:
'Account' means a unique account created for You to access our Service or parts of Our Service.
'Counselling24' (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Shinika Ramballi Registered Counsellor (Pty) Ltd.
'Cookies' are small files that are placed on Your computer, mobile device or any other device by a website, containing the details of Your browsing history on that website among its many uses.
'Country' refers to the Republic of South Africa.
'Device' means any device that can access the Service such as a computer, a cellphone or a digital tablet.
'Personal Data' is any information that relates to an identified or identifiable individual.
'Service' refers to https://www.counselling24.com/.
'Service Provider' means any natural or legal person who processes the data on behalf of the Company. It refers to third-party companies or individuals employed by the Company to facilitate the Service, to provide the Service on behalf of the Company, to perform services related to the Service or to assist the Company in analyzing how the Service is used.
'Third-party Social Media Service' refers to any website or any social network website through which a User can log in or create an account to use the Service.
'Usage Data' refers to data collected automatically, either generated by the use of the Service or from the Service infrastructure itself (for example, the duration of a page visit).
'Website' refers to https://www.counselling24.com/.
'You' means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
COLLECTING AND USING YOUR PERSONAL DATA
Types of Data Collected
Personal Data
While using Our Service, We may ask You to provide Us with certain personally identifiable information that can be used to contact or identify You. Personally identifiable information may include, but is not limited to:
Email address
First name and last name
Phone number
Address, State, Province, ZIP/Postal code, City
Usage Data
Usage Data
Usage Data is collected automatically when using the Service.
Usage Data may include information such as Your Device's Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that You visit, the time and date of Your visit, the time spent on those pages, unique device identifiers and other diagnostic data.
When You access the Service by or through a mobile device, We may collect certain information automatically, including, but not limited to, the type of mobile device You use, Your mobile device unique ID, the IP address of Your mobile device, Your mobile operating system, the type of mobile Internet browser You use, unique device identifiers and other diagnostic data.
We may also collect information that Your browser sends whenever You visit our Service or when You access the Service by or through a mobile device.
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Information from Third-Party Social Media Services
The Company allows You to create an account and log in to use the Service through the following Third-party Social Media Services:
Google
Facebook
Twitter
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If You decide to register through or otherwise grant us access to a Third-Party Social Media Service, We may collect Personal data that is already associated with Your Third-Party Social Media Service's account, such as Your name, Your email address, Your activities or Your contact list associated with that account.
You may also have the option of sharing additional information with the Company through Your Third-Party Social Media Service's account.
If You choose to provide such information and Personal Data, during registration or otherwise, You are giving the Company permission to use, share, and store it in a manner consistent with this Privacy Policy.
TRACKING TECHNOLOGIES AND COOKIES
We use Cookies and similar tracking technologies to track the activity on Our Service and store certain information.
Tracking technologies used are beacons, tags, and scripts to collect and track information and to improve and analyze Our Service. The technologies We use may include:
Cookies or Browser Cookies. A cookie is a small file placed on Your Device. You can instruct Your browser to refuse all Cookies or to indicate when a Cookie is being sent. However, if You do not accept Cookies, You may not be able to use some parts of our Service. Unless you have adjusted Your browser setting so that it will refuse Cookies, our Service may use Cookies.
Flash Cookies. Certain features of our Service may use local stored objects (or Flash Cookies) to collect and store information about Your preferences or Your activity on our Service. Flash Cookies are not managed by the same browser settings as those used for Browser Cookies. For more information on how You can delete Flash Cookies, please read "Where can I change the settings for disabling, or deleting local shared objects?" available at https://helpx.adobe.com/flash-player/kb/disable-local-shared-objects-flash.html#main_Where_can_I_change_the_settings_for_disabling__or_deleting_local_shared_objects_
Web Beacons. Certain sections of our Service and our emails may contain small electronic files known as web beacons (also referred to as clear gifs, pixel tags, and single-pixel gifs) that permit the Company, for example, to count users who have visited those pages or opened an email and for other related website statistics (for example, recording the popularity of a certain section and verifying system and server integrity).
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Cookies can be "Persistent" or "Session" Cookies. Persistent Cookies remain on Your personal computer or mobile device when You go offline, while Session Cookies are deleted as soon as You close Your web browser.
Learn more about cookies: Cookies: What Do They Do?.
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We use both Session and Persistent Cookies for the purposes set out below:
Necessary / Essential Cookies
Type: Session Cookies
Administered by: Us
Purpose: These Cookies are essential to provide You with services available through the Website and to enable You to use some of its features. They help to authenticate users and prevent fraudulent use of user accounts. Without these Cookies, the services that You have asked for cannot be provided, and We only use these Cookies to provide You with those services.
Cookies Policy / Notice Acceptance Cookies
Type: Persistent Cookies
Administered by: Us
Purpose: These Cookies identify if users have accepted the use of cookies on the Website.
Functionality Cookies
Type: Persistent Cookies
Administered by: Us
Purpose: These Cookies allow us to remember choices You make when You use the Website, such as remembering your login details or language preference. The purpose of these Cookies is to provide You with a more personal experience and to avoid You having to re-enter your preferences every time You use the Website.
For more information about the cookies we use and your choices regarding cookies, please visit our Cookies Policy or the Cookies section of our Privacy Policy.
USE OF YOUR PERSONAL DATA
The Company may use Personal Data for the following purposes:
To provide and maintain our Service, including to monitor the usage of our Service.
To manage Your Account: to manage Your registration as a user of the Service. The Personal Data You provide can give You access to different functionalities of the Service that are available to You as a registered user.
For the performance of a contract: the development, compliance and undertaking of the purchase contract for the products, items or services You have purchased or of any other contract with Us through the Service.
To contact You: To contact You by email, telephone calls, SMS, or other equivalent forms of electronic communication, such as a mobile application's push notifications regarding updates or informative communications related to the functionalities, products or contracted services, including the security updates, when necessary or reasonable for their implementation.
To provide You with news, special offers and general information about other goods, services and events which we offer that are similar to those that you have already purchased or enquired about unless You have opted not to receive such information.
To manage Your requests: To attend and manage Your requests to Us.
For business transfers: We may use Your information to evaluate or conduct a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of Our assets, whether as a going concern or as part of bankruptcy, liquidation, or similar proceeding, in which Personal Data held by Us about our Service users is among the assets transferred.
For other purposes: We may use Your information for other purposes, such as data analysis, identifying usage trends, determining the effectiveness of our promotional campaigns and to evaluate and improve our Service, products, services, marketing and your experience.
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We may share Your personal information in the following situations:
With Service Providers: We may share Your personal information with Service Providers to monitor and analyze the use of our Service, to contact You.
For business transfers: We may share or transfer Your personal information in connection with, or during negotiations of, any merger, sale of Company assets, financing, or acquisition of all or a portion of Our business to another company.
With Affiliates: We may share Your information with Our affiliates, in which case we will require those affiliates to honor this Privacy Policy. Affiliates include Our parent company and any other subsidiaries, joint venture partners or other companies that We control or that are under common control with Us.
With business partners: We may share Your information with Our business partners to offer You certain products, services or promotions.
With other users: when You share personal information or otherwise interact in the public areas with other users, such information may be viewed by all users and may be publicly distributed outside. If You interact with other users or register through a Third-Party Social Media Service, Your contacts on the Third-Party Social Media Service may see Your name, profile, pictures and description of Your activity. Similarly, other users will be able to view descriptions of Your activity, communicate with You and view Your profile.
With Your consent: We may disclose Your personal information for any other purpose with Your consent.
RETENTION OF YOUR PERSONAL DATA
The Company will retain Your Personal Data only for as long as is necessary for the purposes set out in this Privacy Policy. We will retain and use Your Personal Data to the extent necessary to comply with our legal obligations (for example, if we are required to retain your data to comply with applicable laws), resolve disputes, and enforce our legal agreements and policies.
The Company will also retain Usage Data for internal analysis purposes. Usage Data is generally retained for a shorter period of time, except when this data is used to strengthen the security or to improve the functionality of Our Service, or We are legally obligated to retain this data for longer time periods.
TRANSFER OF YOUR PERSONAL DATA
Your information, including Personal Data, is processed at the Company's operating offices and in any other places where the parties involved in the processing are located. It means that this information may be transferred to — and maintained on — computers located outside of Your state, province, country or other governmental jurisdiction where the data protection laws may differ than those from Your jurisdiction.
Your consent to this Privacy Policy followed by Your submission of such information represents Your agreement to that transfer.
The Company will take all steps reasonably necessary to ensure that Your data is treated securely and in accordance with this Privacy Policy and no transfer of Your Personal Data will take place to an organization or a country unless there are adequate controls in place including the security of Your data and other personal information.
DISCLOSURE OF YOUR PERSONAL DATA
Business Transactions
If the Company is involved in a merger, acquisition or asset sale, Your Personal Data may be transferred. We will provide notice before Your Personal Data is transferred and becomes subject to a different Privacy Policy.
Law enforcement
Under certain circumstances, the Company may be required to disclose Your Personal Data if required to do so by law or in response to valid requests by public authorities (e.g. a court or a government agency).
Other legal requirements
The Company may disclose Your Personal Data in the good faith belief that such action is necessary to:
Comply with a legal obligation
Protect and defend the rights or property of the Company
Prevent or investigate possible wrongdoing in connection with the Service
Protect the personal safety of Users of the Service or the public
Protect against legal liability
SECURITY OF YOUR PERSONAL DATA
The security of Your Personal Data is important to Us, but remember that no method of transmission over the Internet, or method of electronic storage is 100% secure. While We strive to use commercially acceptable means to protect Your Personal Data, We cannot guarantee its absolute security.
CHILDREN'S PRIVACY
Our Service does not address anyone under the age of 18. We do not knowingly collect personally identifiable information from anyone under the age of 18. If You are a parent or guardian and You are aware that Your child has provided Us with Personal Data, please contact Us.
If We become aware that We have collected Personal Data from anyone under the age of 18 without verification of parental consent, We take steps to remove that information from Our servers.
If We need to rely on consent as a legal basis for processing Your information and Your country requires consent from a parent, We may require Your parent's consent before We collect and use that information.
LINKS TO OTHER WEBSITES
Our Service may contain links to other websites that are not operated by Us. If You click on a third party link, You will be directed to that third party's site. We strongly advise You to review the Privacy Policy of every site You visit.
We have no control over and assume no responsibility for the content, privacy policies or practices of any third party sites or services.
CHANGES TO THIS PRIVACY POLICY
We may update Our Privacy Policy from time to time. We will notify You of any changes by posting the new Privacy Policy on this page.
We will let You know via email and/or a prominent notice on Our Service, prior to the change becoming effective and update the "Last updated" date at the top of this Privacy Policy.
You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.
CONTACT US
If you have any questions about this Privacy Policy, You can contact us:
By email: shinika.ramballi@gmail.com
By visiting this page on our website: https://www.counselling24.com/
CRAFTALOT
Nationwide Shipping & Delivery
Craftalot is open and accepting orders! The health and well-being of our customers and community are of the utmost importance to us. Due to modified operations put in place to help protect those working at the distribution centres and possible delays with our shipping carriers, you can expect a delay in receiving your order.
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Products are individually produced, just for you. It takes 2–7 business days to create each custom product and an average of 3 business days to ship orders depending on the delivery destination. Craftalot makes use of The Courier Guy to fulfil deliveries. Delivery is expected within 14 days of order placement.
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We apologize for any inconvenience and appreciate your understanding.
We are committed to delivering your orders as soon as possible!
DELIVERY FEES
1. Standard Shipping & Delivery Fees
The standard shipping & delivery fee is R150 for Craftalot orders totalling less than R550 (excluding Counselling24 services).
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2. FREE Standard Shipping & Delivery
Standard shipping & delivery is FREE for Craftalot orders totalling R550 or more (excluding Counselling24 services).
CRAFTALOT
Return & Exchange
Definitions
‘‘defect’’ means— (i) any material imperfection in the manufacture of the goods or components, or in performance of the services, that renders the goods or results of the service less acceptable than persons generally would be reasonably entitled to expect in the circumstances; or (ii) any characteristic of the goods or components that renders the goods or components less useful, practicable or safe than persons generally would be reasonably entitled to expect in the circumstances.
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​‘‘special-order goods’’ means goods that a supplier expressly or implicitly was required or expected to procure, create or alter specifically to satisfy the consumer’s requirements
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‘‘unsafe’’ means that, due to a characteristic, failure, defect or hazard, particular goods present an extreme risk of personal injury or property damage to the consumer or to other persons.
GOODS OR SERVICES THAT CAN BE RETURNED ORÂ EXCHANGED
(within 6 months from the date of purchase)
Unsafe or defective goods
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In the case of a special-order agreement, goods or services that do not reasonably conform to the material specifications of the special order
GOODS OR SERVICES THAT CANNOT BE RETURNED NOR EXCHANGED
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Gift cards
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Downloadable content
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Freebies
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For public health (hygiene) reasons, earrings, cosmetics, or baby hardware items
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Goods that have been damaged, rendered unsafe or defective as a result of any action by the consumer amounting to gross negligence or recklessness, malicious behaviour or criminal conduct
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Goods that have been partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined or added to, blended or combined with, or embedded within, other goods or property
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Goods that are not in the original unopened packaging
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Goods or services not covered by the specified warranty period
Cancellations
Special-order goods cannot be cancelled.
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Acceptance of delivery
The consumer is regarded to have accepted delivery of any goods when the goods have been delivered to the consumer, and after the lapse of 48 hours, the consumer retains the goods without intimating to the supplier that the consumer has rejected delivery of them.
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Opportunity to examine goods
The consumer has 48 hours from the time of delivery of any goods to examine the goods for the purpose of ascertaining whether the consumer is satisfied that the goods are of a type and quality reasonably contemplated in the agreement, and meet the tests set out in section 18(3) and (4) of the Consumer Protection Act, 2008; and in the case of a special-order agreement, reasonably conform to the material specifications of the special order.
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Warranty
Within six months after the delivery of any goods to a consumer, the consumer may return the goods to the supplier, without penalty and at the supplier’s risk and expense, if the goods are eligible for return or exchange.
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Approving exchanges or returns
There are two levels of approval. For a return or exchange to be approved, both levels of approval must be communicated to the consumer by the supplier.
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Level 1 Approval: Once the supplier has received the Return or Exchange Form, the supplier will assess the veracity of the request based on the information submitted. The supplier may request further information from the consumer before providing level 1 approval.
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Level 2 Approval: Once the supplier has accepted delivery of the goods to be returned or exchanged, the supplier will examine the goods to ensure that the return, repair or exchange is warranted.
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Costs associated with returns or exchanges
The consumer is required to transport the goods to the supplier via a private courier company approved by the supplier. Once the supplier has received the goods and has been supplied with an invoice or receipt via email of the amount the consumer paid the private courier company to deliver the goods to the supplier, the supplier will refund the consumer the amount the consumer paid the private courier company.
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REQUEST A RETURN OR EXCHANGE
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