Refund & Cancellation Policy

This Refund & Cancellation Policy explains when and how you can cancel a booking or request a refund on AURUMCOACH. It supplements your rights under the South African Consumer Protection Act ("CPA") and forms part of our Terms of Service.

1. 1-on-1 sessions

Cancellation rules are set by each coach and shown on their profile. The default rule applied across the Platform unless a coach has set a stricter or more lenient policy:

• More than 24 hours before the session: full refund or free reschedule.
• Within 24 hours of the session: the session may be charged in full at the coach's discretion ("late cancellation"). The Platform flags it as a late cancellation but does not automatically charge.
• Coach cancels: you receive a full refund automatically and the slot is freed for re-booking.
• No-shows: charged in full unless waived by the coach.

To cancel, log in and use the cancel button on the booking. Refunds are processed to the original payment method within 5 business days.

2. Group classes

• Each class has a cancel window (in hours, set by the coach when creating the class — default 24 hours).
• Cancel before that window: full refund and your spot opens up.
• Cancel after that window: the booking is non-refundable.
• If the coach cancels the class (for any reason), you receive an automatic full refund within 5 business days. We will also email you confirmation.

3. Marketplace digital products

Digital products (programs, ebooks, meal plans, training templates) are delivered as instant downloads. Because they cannot be "returned" once accessed, refunds are only granted in these cases:

• The file is corrupt or unreadable
• The product description was materially misleading
• You were charged twice in error
• You purchased by mistake and have not yet downloaded the file

Refund requests must be made within 14 days of purchase by emailing support@aurumcoach.co.za with your purchase reference. We will review and respond within 5 business days.

4. Coach subscription fees (where applicable)

Coach subscription fees are billed monthly in advance. You can cancel at any time, effective at the end of your current billing period. We do not refund partial-month usage. Subscription cancellation does not affect any outstanding platform fees on already-issued client invoices.

5. How refunds are processed

• Refunds are returned to the original payment method (the card or bank account used for the original transaction).
• For card payments processed via Yoco, refunds typically take 3–5 business days to reflect.
• Where the original payment landed in the coach's bank account directly (per-coach Yoco), the coach is responsible for issuing the refund. Solid Gold Performance facilitates the request but the funds originate with the coach.

6. Disputes & chargebacks

Please attempt to resolve issues with your coach (for sessions/classes) or Solid Gold Performance support before initiating a chargeback through your bank. Chargebacks are costly to resolve and may delay refunds you would otherwise have received within days.

If you cannot reach a resolution, you may escalate to the Consumer Goods and Services Ombud (cgso.org.za) or the National Consumer Commission.

7. Your rights under the Consumer Protection Act

Nothing in this policy limits your statutory rights under the South African Consumer Protection Act. Where this policy is more restrictive than the CPA, the CPA prevails.

8. Contact

To request a refund or raise a cancellation issue: support@aurumcoach.co.za. Please include your transaction reference, the date of the transaction, and a brief description of the issue.