The Refund &
Dispute Protocols.
Cereniti operates on a principle of mutual respect for time. This governance outlines our protocols for cancellations, accessibility and the Guild quality standard.
The Rescheduling & Cancellation Matrix
Our Specialists reserve their capacity exclusively for your residence. Late adjustments impact their livelihood.
72+ Hours
100%
Refund Eligibility
24-48 Hours
50%
Refund Eligibility
< 24 Hours
0%
Refund Eligibility
The Lock-Out Protocol
Inaccessibility at the scheduled hour is treated as a service rendered.
"Specialists will maintain a 30-minute arrival window. Beyond this threshold, the engagement is marked as a Client No-Show, and 100% of the fee is allocated to the Specialist's lost opportunity cost."
Quality Disputes & The Remedy
We trade in excellence. Should the Guild Standard not be met, our recourse follows a strict sequence.
The 24-Hour Window
Disputes must be logged via the Concierge within 24 hours of departure.
The Right to Rectify
Before financial reversal, we reserve the right to deploy a Senior Specialist to remedy the site.
Resolution
Refunds are granted only if the Remedy fails to align with our published protocols.
Load Shedding & Force Majeure
South African operational realities are handled with pragmatic fairness.
Should Load Shedding exceed Stage 6 or weather render travel unsafe, Cereniti will reschedule at no cost. For manual tasks during outages, the session continues unless power is required for over 50% of the specialized equipment.
Settlement & Processing
All approved reversals are issued via the original acquisition channel to ensure financial integrity.
Card & Digital
Paystack reversals typically reflect within 5 — 10 business days. This window is governed by the issuing bank's clearing protocols.
Manual EFT
Direct transfers require a verified bank confirmation letter. Once audited, funds are released within 48 hours.
Note: Promotional credits or "Guild Vouchers" are non-convertible. Refunds for credit-based bookings will be returned to your Cereniti Digital Wallet.