Refund and cancellation policy

1. Policy scope

This policy applies to digital photograph purchases and any optional paid service sold through PhotoGecko. It forms part of the Terms and Conditions. It does not remove any refund, cancellation, quality or other remedy that a consumer has under applicable South African law.

2. Instant digital delivery

Purchased photographs are supplied digitally and are normally available immediately after successful payment. Because a digital file cannot practically be returned once it has been accessed or downloaded, a change-of-mind refund is not ordinarily available after delivery has started. We will nevertheless provide any cancellation or cooling-off right that the law requires in the circumstances.

If you contact us before accessing or downloading the file, we will review a change-of-mind cancellation request case by case, considering payment status, delivery records and applicable law.

3. When a refund or replacement is available

• You were charged more than once for the same photograph in the same intended transaction.
• The delivered file is corrupt, cannot be opened after reasonable troubleshooting, or materially differs from the purchased size or listing.
• You received the wrong photograph or the order page does not provide the file you paid for.
• We cannot deliver the purchased file within a reasonable period after you notify us.
• A photograph is removed because PhotoGecko or the photographer did not have the right to sell it, where continued access or use is not lawful.
• A refund, repair, replacement or other remedy is required by the Consumer Protection Act, ECTA or another applicable law.

4. What is not ordinarily refundable

• A correctly delivered photograph after you have accessed or downloaded it merely because you changed your mind, selected the wrong participant, event or image, or no longer want it.
• Differences caused by the buyer’s screen, printer, crop choice or use of a file outside the stated resolution and licence, where the delivered file matches its description.
• A request based only on a watermark visible in the preview when the purchased download is supplied without that marketplace watermark.
• Loss of a downloaded file where a replacement download can reasonably be provided.

5. How to request help or a refund

Email support@photogecko.co.za as soon as possible, preferably within seven days of purchase. Include the order number, the email used at checkout, the affected photo number and a short explanation. For a technical fault, include a screenshot or error message if available, but do not send sensitive payment details.

The seven-day request period helps us investigate quickly; it does not shorten any longer non-waivable right provided by law. We may first offer a working replacement file or restored download where that fully resolves the problem.

6. Review and timing

We may check payment, access and download records and ask the photographer for information. We aim to acknowledge requests within one business day and decide straightforward requests within five business days. Complex rights or fraud matters may take longer, and we will provide an update.

Approved refunds are sent to the original payment method unless law or the provider requires another method. Banks and payment providers control the time before the credit appears; this is commonly five to ten business days after PhotoGecko processes it.

7. Photographer balances

A refund, reversal or chargeback reduces the photographer’s earnings for the affected sale. If the amount has not yet been paid out, it is removed from the available balance. If it has already been paid, it may be deducted from a future payout or recovered where reasonably necessary. PhotoGecko’s commission is reversed in the same proportion as the refund, using the rate stored on the original sale. Non-refundable payment-processing fees are borne by PhotoGecko and are not charged to the photographer. Adjustments to amounts already paid out are recorded as separate ledger entries; past payouts are never rewritten.

8. Chargebacks and misuse

Please contact us before starting a bank chargeback so we have an opportunity to resolve the issue. We may suspend downloads or an account while investigating suspected fraud, repeated false claims or payment abuse. This does not prevent a buyer from exercising a lawful right through their bank or a consumer body.

9. Complaints

If you disagree with a decision, reply to support@photogecko.co.za and ask for a review, explaining what was missed. You may also use any complaint process or consumer remedy available under South African law, including the Consumer Goods and Services Ombud where applicable.