Refund and Returns Policy -

This Refund Policy explains when refunds may be issued for counselling services purchased on Vitalink Connections. By booking or paying for a service on our website, you agree to this policy.

1) Services covered

This policy applies to:

marriage counselling sessions (online or in-person),
marriage enrichment or coaching-style sessions,
service bundles or packages,
Any paid booking or session fee processed through the website.
Digital products.

2) General position

Counselling is a time-based professional service. Once a session has been delivered, the fee is normally non-refundable.

Refunds may be considered only in the specific situations set out below.

3) Cancellations and rescheduling

3.1 Client rescheduling

You may reschedule a booked session if you give at least 24 hours’ notice before the scheduled start time.

Rescheduling requests must be sent to: mashimane@duck.com
Rescheduled sessions must be taken within 30 days of the original booking date.

3.2 Client cancellations (refund eligibility)

If you cancel with 24 hours’ notice or more, you may choose one of the following:

a full refund, or
a credit to rebook a future session.

If you cancel with less than 24 hours’ notice, the session fee is normally forfeited (no refund), because that time was reserved for you.

3.3 Missed sessions (no-show)

If you do not attend the session and do not notify us in advance, this is treated as a no-show and is not refundable.

If you are late:

We will wait up to 15 minutes.
The session will still end at the original end time (to respect other bookings).
Late arrivals do not qualify for refunds.

4) When we cancel or cannot deliver the service

If Vitalink Connections cancels a session (for example, counsellor illness, emergency, technical failure on our side), you may choose:

a full refund, or
a priority reschedule at the earliest available time.

If a session is interrupted due to a technical issue on our side and cannot reasonably continue, we will offer either:

a make-up session/credit.

5) Packages and bundles

If you buy a package of multiple sessions:

Unused sessions may be refundable only if requested within 7 days of purchase, and no sessions in the package have been used.
Once any session in a package has been used, the remaining sessions are non-refundable, but may be converted to credit at our discretion.

Packages must be used within 6 months of purchase, unless otherwise stated at checkout.

6) Chargebacks and payment disputes

If you have a concern, please contact us first so we can help.

If a chargeback is filed without first contacting us, we may:

suspend future bookings until the matter is resolved, and/or
Request supporting information to respond to the payment provider.

7) How to request a refund

To request a refund, email mashimane@duck.com with:

your full name,
booking reference (or payment reference),
date/time of the session,
reason for the request.

We may ask for additional information to confirm the request.

8) Refund method and processing time

Approved refunds are returned to the original payment method where possible.

Processing time: 5–10 business days (may vary by bank/payment provider).
Payment provider fees: If your payment processor does not return transaction fees, those fees may be deducted from the refund.

9) Exceptions and fairness

We understand emergencies happen. In exceptional circumstances (medical emergency, bereavement, or serious unexpected events), we may offer a one-time waiver or credit even if the notice period is missed. This is handled case-by-case.

10) Contact

Refund requests and questions:

Vitalink Connections
Email: enquiries@vitalinkconnections.com
Website: https://www.vitalinkconnections.co.za/

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.