Refunds

Last updated: 17 August 2026

This Refund Policy explains when refunds are available for payments made to Crony (Pty) Ltd, trading as Crony ("Crony", "we", "us"), and how to request one. It forms part of our Terms of Service.

For Crony's own products (subscriptions and in-app purchases) Crony is the seller and handles refunds directly.

For third-party events (tickets, event pools, tips, planned for a later phase) the host or performer is the seller and is responsible for refunds. If they fail to refund you when they should, contact us and we will put it right (see clause 4). You will not be left out of pocket because a host defaulted. Payments are processed by Paystack.

Everything we sell is a digital service. Access rights, feature unlocks and subscriptions. Nothing is physically shipped, so no returns or shipping charges apply.

Note: the Platform is in development and none of these features is live yet. This Policy sets out how refunds will work once each is enabled.

1. Your statutory rights come first

Nothing in this Policy limits your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA). In particular:

• ECTA cooling-off (sections 42(2) and 44): for certain electronic transactions you may cancel without reason and without penalty within 7 days after the agreement is concluded (for services) and receive a refund. This right does not apply where performance of the service began with your consent before the end of that 7-day period (section 42(2)(d)). Accordingly, if you unlock and start using a feature, the cooling-off right falls away.
• CPA section 54: where a service is not performed in a manner and quality that you may reasonably expect, you are entitled to have it remedied or to a refund of a reasonable portion of the price (sections 54(1)(b) and 54(2)).

Where a statutory right applies, it overrides anything narrower in this Policy.

2. Membership subscriptions

Subscription fees are otherwise charged in advance and are non-refundable for a period already commenced and accessed.

3. One-off in-app purchases

Because these deliver immediate digital access, they are non-refundable once the feature or credit has been accessed or used, with these exceptions, which are always refunded:

• the item was never delivered or did not activate;
• the item was materially different from its description at purchase;
• the item is faulty or does not function as intended and we cannot fix it;
• you were charged more than once for the same item; or
• the charge was not authorised by you.

Unused and unaccessed purchases may be refunded if requested within 7 days. For faults, please contact us within 14 days of purchase so we can investigate properly. This is a service target and does not limit your statutory rights, which apply for as long as the law provides.

4. Event tickets: cancellations and refunds

(Applies once event features are enabled.)

The host sets the ticket price and is the seller. Your payment is split at the point of payment between the host and Crony's disclosed service fee. The host's cancellation terms are always shown to you before you confirm payment.

Two situations are treated very differently: the event not happening, and you changing your mind.

4.1 If the host cancels, postpones, or fails to deliver

Your choices when an event is cancelled. We will offer you, in this order:

1. A place at the rescheduled event, where the host is able to reschedule;
2. A credit to your Crony account for the full amount, which you can apply to that host's rescheduled event or to any other event on the Platform; or
3. A refund, if you do not want either of the above.

You are never obliged to accept a credit or a reschedule. If you do not choose within 14 days, we will refund you. Where the host has enabled it, credits do not expire for 12 months.

If the host does not pay. The host is responsible for funding the refund. If they fail to do so, tell us: we will pursue it with them, and where they do not put it right we will refund you ourselves and recover the amount from them.

If we cannot recover it from the host, that is our loss, not yours. The same applies to any account credit we have issued you: if the host defaults, Crony stands behind the credit and honours it in full. You will not be left out of pocket because a host defaulted.

4.2 Events cancelled for reasons outside anyone's control (force majeure)

Sometimes an event cannot go ahead for reasons genuinely beyond the host's control, such as severe weather, a venue closure, load shedding, the illness or injury of a performer, or a government restriction.

In that situation the host is not treated as being in breach, and hosts are expected to reschedule the event wherever it is reasonably possible to do so.

You still do not lose your money. You are offered the same three choices as in clause 4.1: reschedule, credit, or refund. What changes is only this:

• Crony's service fee and the payment processing costs may be non-refundable, because that work has already been performed. This is disclosed to you before you pay.
• The ticket price itself remains refundable if you do not accept a reschedule or a credit.

We will always tell you clearly what you are entitled to at the time.

4.3 If you change your mind (attendee-initiated cancellation)

Here the host chooses the terms, and they are displayed before you pay. A host may make a ticket:

• Fully flexible: refundable up to a stated point;
• Sliding scale: a decreasing refund as the event approaches (see below);
• Transferable only: not refundable, but you may pass it to someone else; or
• Non-refundable: no refund, though we encourage hosts to allow transfers.

Indicative sliding scale, where a host chooses it:

The exact scale for any event is set by the host and shown to you before you pay. Deductions reflect that the payment has already been processed and, in most cases, already settled to the host.

4.4 Pass your ticket on instead of cancelling

If you simply cannot attend, you do not have to cancel at all. Where the host allows it, you can pass your ticket on through the app, free of charge:

• Regift it. Give your ticket to a friend as a gift, at no charge to them. They receive it in their own Crony account with their own entry details, and you are not refunded.
• Transfer it. Reassign the ticket to a named person and settle up between yourselves privately, outside the Platform. Crony takes no part in and no fee from any arrangement between you.
• Release it for resale. Where the host offers this, put the ticket back for sale. If it sells, you are refunded the ticket price for it, less any deduction the host has disclosed. If it does not sell, the host's normal cancellation terms apply.

This is usually the best outcome for everyone: your ticket is used, the host keeps their sale, and no refund is needed. Regifting and transfers are always free, and the ticket keeps its original terms in the new holder's hands.

Tickets may only be passed on for their face value or less. Reselling above face value is not permitted and we may cancel tickets we find being touted.

4.5 Always refunded in full

Regardless of the host's terms, we always refund:

• a duplicate or double charge;
• a charge not authorised by you;
• an incorrect amount charged (we refund the difference); and
• any charge where the ticket was never delivered to your account.

4.6 Your statutory rights

Nothing in this clause limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act, or your right to dispute a charge with your bank. Where a statutory right gives you more than a host's terms, the statutory right applies.

5. Event pools

(Applies once event features are enabled.)

An event pool is a group jointly funding a ticket for a listed event. Your card is authorised when you join a pool and is only charged once the group completes, so no money leaves your account before then.

• You may leave a pool at any time before it completes, and you will not be charged.
• If the group does not complete, or the event does not go ahead, you are not charged, or are refunded in full if a charge has already been taken.
• Once the pool completes and the ticket is bought, your payment follows the event refund rules in clause 4 above.
• Duplicate or unauthorised charges are always fully refunded.

6. Artist tips

(Applies once tipping is enabled.)

A tip or donation is a voluntary payment to a performer at a listed event. Intended use: the amount you pay, less Crony's disclosed processing and service fee, goes to that performer.

Because the performer's share settles to them at the point of payment, tips are not refundable once the payment has settled. We will, however, refund a tip where:

• it was charged in error, duplicated, or not authorised by you;
• an incorrect amount was charged (we refund the difference); or
• the transaction has not yet settled and we can reverse it with our payment provider, and you contact us promptly.

Please contact us as soon as possible; we can almost always resolve it.

7. How to request a refund

Email support@thecronyapp.com with:

1. the email address on your Crony account;
2. the date, amount and reference of the transaction; and
3. a short description of the problem.

Our commitments:

• We acknowledge every request within 2 business days.
• We decide and communicate the outcome within 10 business days, and usually faster.
• Approved refunds are returned to your original payment method via Paystack, and typically reflect within 5-10 business days depending on your bank.
• Refunds are made in the original transaction currency. We do not charge a fee to process a refund; any currency-conversion difference applied by your own bank is outside our control.
• If we decline a request, we tell you why, in writing, and how to escalate.

8. If you are unhappy with our decision

Reply to us and ask for the decision to be reviewed. A second person will then look at it. You also retain the right to approach the National Consumer Commission or a relevant consumer tribunal, and to exercise any rights you have through your bank or card issuer.

Please talk to us before raising a chargeback. We can usually resolve matters faster and in full. We reserve the right to suspend accounts used to make fraudulent chargebacks or repeated bad-faith claims, and to recover funds lawfully due to us.

9. Changes to this Policy

We may update this Policy. The version in force at the time of your transaction is the one that applies to it. Material changes will be notified on the Platform.

10. Contact

Crony (Pty) Ltd support@thecronyapp.com · +27 66 071 5367 · thecronyapp.com

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