🚫 Cancellation Policy

✅ 1. When You Can Cancel

1.1 Free Cancellation Window

You can cancel your order for free under these conditions:

• Order status: Pending - Order placed but not yet accepted by seller
• Order status: Confirmed - Order accepted but preparation has not started
• Timeframe: Within 30 minutes of placing the order (for fresh seafood)
• Timeframe: Within 2 hours of placing the order (for frozen seafood)
• Timeframe: Within 24 hours of placing the order (for clothing & merchandise)

1.2 Order Status Definitions

Status	Can Cancel?	Refund
Pending	✅ Yes (Free)	100% refund
Confirmed	✅ Yes (Free within window)	100% refund
Preparing	⚠️ Request only	80% refund (20% fee)
Ready for Pickup	⚠️ Request only	70% refund (30% fee)
Out for Delivery	❌ No (Contact support)	Case-by-case
Delivered	❌ No (Refund policy applies)	See Refund Policy

⚠️ 2. Cancellation Fees

2.1 When Fees Apply

Cancellation fees may be charged if:

• You cancel after the seller has started preparing your order
• You cancel after the free cancellation window has expired
• The seller has already incurred costs (e.g., sourced specific fish for your order)
• You cancel an order multiple times (habitual cancellation)

2.2 Fee Structure

• Pending/Confirmed (within window): No fee - 100% refund
• Preparing: 20% cancellation fee - 80% refund
• Ready for Pickup: 30% cancellation fee - 70% refund
• Out for Delivery: 50% cancellation fee - 50% refund (requires seller agreement)
• Delivered: No cancellation - refund policy applies instead

2.3 Special Orders

For custom or special orders (e.g., specific fish species, large quantities):

• Cancellation fees may be higher due to sourcing costs
• Seller will communicate cancellation terms at time of order confirmation
• You'll be notified if higher fees apply before finalizing the order

🔄 3. Cancellation Process

❌ 4. When Cancellation is Not Allowed

4.1 What to Do Instead

• Contact Support: Email support@bestcatch.co.za explaining your situation
• Contact Seller: Use the messaging feature to negotiate with the seller
• Refuse Delivery: If delivered and you refuse, refund policy applies (not cancellation)
• Return Process: Follow our refund policy for post-delivery issues

🔁 5. Seller-Initiated Cancellations

5.1 When Sellers Can Cancel

Sellers may cancel your order if:

• Out of Stock: Product became unavailable after you ordered
• Quality Issues: Product doesn't meet quality standards
• Pricing Error: Listing had incorrect pricing (rare, requires admin approval)
• Unable to Deliver: Delivery to your location is not possible
• Payment Issues: Payment could not be processed or verified

5.2 Your Rights

• Full refund: 100% refund - no fees charged
• Notification: You'll be notified immediately via email and SMS
• Compensation: In some cases, a discount voucher may be offered for inconvenience
• Reorder: You can reorder at current pricing if product becomes available

💳 6. Refund Processing After Cancellation

6.1 Refund Timeline

• Free cancellation: Refund processed within 24 hours
• Paid cancellation: Refund processed within 3-5 business days
• Bank processing time: Additional 3-7 days depending on your bank

6.2 Refund Methods

• Original payment method: Refund goes back to card/PayPal/bank account used
• Wallet credit: Option for instant refund to Best Catch wallet (+ 5% bonus)
• Delivery fees: Refunded in full if order is cancelled within free window

📊 7. Cancellation Reasons

Please select the appropriate reason when cancelling:

• Changed my mind: No longer need the product
• Found a better price: Found cheaper alternative
• Ordered by mistake: Accidental order placement
• Delivery time too long: Cannot wait for estimated delivery
• Address change: Need to deliver to different address
• Payment issues: Problems with payment method
• Other: Specify your reason

🚨 8. Repeated Cancellations

🎯 9. Special Circumstances

9.1 Weather/Natural Events

• Severe weather may delay deliveries - cancellation allowed with full refund
• Natural disasters affecting delivery - full refund automatically issued

9.2 Medical/Emergency Situations

• Medical emergencies may warrant fee waiver - contact support with proof
• Family emergencies considered on case-by-case basis

9.3 System Errors

• If our system caused duplicate orders - free cancellation with full refund
• Pricing errors on our end - cancellation allowed with compensation

📞 10. Contact for Cancellation Support

⚖️ 11. Your Rights

Under South African Consumer Protection Act, you have rights to:

• Cancel orders within cooling-off period (where applicable)
• Fair treatment and transparent cancellation fees
• Clear communication about order status
• Timely refunds after cancellation