Where Comfort Meets Tranquility

Cancellation and Refund Policy

730 On Sher
Physical Address: 730 Sher Street, Garsfontein, Pretoria, 0042, Gauteng
Email: marsia@730onsher.co.za
Telephone: +27 82 396 2568
Website: https://730onsher.co.za/
Effective Date: 14 August 2026
Last Updated: 14 August 2026

1. Purpose

This Cancellation and Refund Policy explains the terms that apply when accommodation booked with 730 On Sher is:

• cancelled;
• changed;
• not honoured;
• shortened;
• rescheduled; or
• unable to be provided.

This Policy forms part of the 730 On Sher Booking Terms and Conditions.

It must be interpreted in accordance with applicable South African law, particularly the Consumer Protection Act 68 of 2008 (“CPA”).

2. Consumer’s Right to Cancel

Subject to applicable law, a consumer may cancel an advance booking or reservation.

Section 17 of the CPA permits a supplier to require a reasonable deposit and to impose a reasonable cancellation charge where an advance reservation is cancelled.

A cancellation charge is not automatically reasonable merely because it appears in a standard policy or booking term.

The amount retained by 730 On Sher must remain reasonable having regard to the circumstances of the cancellation.

3. Factors Considered When Determining a Cancellation Charge

When determining a reasonable cancellation charge, 730 On Sher will have regard to the factors contemplated by section 17 of the CPA, including:

1. the nature of the accommodation or service reserved;
2. the length of notice provided by the guest;
3. the reasonable potential for 730 On Sher, acting diligently, to obtain another guest for the cancelled dates; and
4. the general practice of the accommodation industry.

Accordingly, the percentages set out below operate as maximum standard cancellation charges rather than an automatic entitlement to retain that percentage in every circumstance.

4. Standard Cancellation Schedule

More Than 30 Calendar Days Before Arrival

Maximum standard cancellation charge: 10% of the total booking value.

The balance of money already paid will ordinarily be refundable.

15 to 30 Calendar Days Before Arrival

Maximum standard cancellation charge: 25% of the total booking value.

The balance of money already paid will ordinarily be refundable.

8 to 14 Calendar Days Before Arrival

Maximum standard cancellation charge: 50% of the total booking value.

The balance of money already paid will ordinarily be refundable.

3 to 7 Calendar Days Before Arrival

Maximum standard cancellation charge: 75% of the total booking value.

The balance of money already paid will ordinarily be refundable.

Less Than 72 Hours Before Scheduled Arrival

A cancellation charge of up to 100% of the total booking value may be imposed only to the extent that the amount is reasonable in the particular circumstances under section 17 of the CPA.

A 100% charge is therefore not automatically imposed merely because cancellation occurs within 72 hours of arrival.

No-Show

A cancellation charge of up to 100% of the booking value may be considered in the event of a no-show, subject at all times to the statutory requirement that the charge must be reasonable.

5. Re-Letting Cancelled Accommodation

730 On Sher will take reasonable account of whether cancelled accommodation can be, or has been, re-let for substantially the same dates.

Where 730 On Sher successfully obtains another guest for substantially the same accommodation and dates, the amount reasonably retained from the cancelling guest may be reduced after taking into account legitimate consequences of the cancellation, which may include:

• any difference in accommodation rate;
• reasonable booking costs;
• third-party commissions;
• reasonable administrative consequences; and
• other legitimate losses directly associated with the cancellation.

6. Death or Hospitalisation

No cancellation fee will be imposed where section 17(5) of the CPA applies and the person for whom, or for whose benefit, the booking was made is unable to honour the reservation because of that person’s death or hospitalisation.

730 On Sher may request reasonable supporting documentation sufficient to establish that the statutory exception applies.

Supporting documentation may include reasonable confirmation from a medical facility, hospital, medical practitioner or appropriate documentation confirming death.

Only information reasonably necessary to establish that the exception applies should be requested.

7. Deposits

730 On Sher may require a deposit to secure accommodation.

A deposit serves as security for the booking but is not automatically forfeited merely because the booking is cancelled.

Describing an amount as “non-refundable” does not permit 730 On Sher to disregard mandatory rights under the CPA.

Where a booking is cancelled, the amount that may lawfully be retained will be determined having regard to:

• this Cancellation and Refund Policy;
• the circumstances of the cancellation;
• the statutory reasonableness factors; and
• other applicable South African law.

Any balance lawfully due to the guest will be refunded.

8. How to Cancel a Booking

A cancellation should preferably be submitted in writing so that the date and terms of the cancellation can be reliably recorded.

Cancellation requests may be sent to:

730 On Sher
Email: marsia@730onsher.co.za
Telephone: +27 82 396 2568

A cancellation request should include:

• the name under which the booking was made;
• the booking or reference number, where available;
• the dates of stay;
• the guest’s contact information; and
• a clear statement that the booking is being cancelled.

Where a booking was made through a third-party booking platform, the guest may also be required to cancel through that platform.

The effective cancellation date will ordinarily be the date on which valid cancellation notice is received by 730 On Sher or the authorised booking platform.

9. Refund Calculation

Where a refund is due, it will generally be calculated as follows:

Amount Paid – Lawful and Reasonable Cancellation Charge = Refund Due

Where reasonably practicable, 730 On Sher will communicate the cancellation calculation to the guest.

A cancellation charge will not automatically increase merely because the guest has already paid a larger deposit or the full booking amount.

10. Refund Processing

Approved refunds will ordinarily be processed within 10 business days after:

• the cancellation has been confirmed;
• the lawful cancellation amount has been determined; and
• any information reasonably necessary to process the refund has been received.

Where applicable legislation prescribes a different mandatory refund period, the statutory period will apply.

Banking and payment-provider processing times occurring after a refund has been released are outside the direct control of 730 On Sher.

Refunds should ordinarily be made using the original payment method where reasonably possible and secure.

730 On Sher may verify banking or payment information before making a refund in order to reduce fraud risk.

11. Bank, Payment Provider and Transaction Charges

A refund will not be reduced by an arbitrary administrative fee.

Where a genuine non-refundable payment-provider, banking, booking-platform or transaction cost was directly incurred because of the booking or cancellation, that cost may only be taken into account where:

• doing so is legally permissible;
• the amount is reasonable;
• the cost is genuinely connected with the transaction; and
• the deduction is consistent with the CPA.

12. Requests to Change Booking Dates

A request to move a booking to different dates is subject to availability and acceptance by 730 On Sher.

Where a change is accepted, 730 On Sher may:

• transfer the booking to alternative dates;
• apply amounts already paid to the new booking; and
• charge or refund any difference between the original and new accommodation rates.

A substantial booking change may reasonably be treated as cancellation of the original reservation and creation of a new reservation.

A date change will not be used merely as a mechanism to impose a cancellation charge that would otherwise be unreasonable under the CPA.

13. Early Departure

Where a guest voluntarily departs before the confirmed departure date, the unused portion of the stay is not automatically refundable.

Any refund or amount retained will be assessed reasonably, taking into account:

• the reason for early departure;
• whether 730 On Sher breached its obligations;
• the amount of notice given;
• whether the accommodation can reasonably be re-let; and
• applicable South African law.

Where early departure results from a material failure by 730 On Sher to provide accommodation or services to the standard required by law, the guest’s statutory remedies remain unaffected.

14. No-Shows

A guest may be regarded as a no-show where:

• the guest fails to arrive for the confirmed booking;
• no reasonable cancellation notice has been supplied; and
• no alternative arrangement has been agreed with 730 On Sher.

A no-show may result in a substantial cancellation charge because the opportunity to re-let the accommodation may be limited.

Any amount retained remains subject to the statutory reasonableness requirements of section 17 of the CPA.

15. Cancellation by 730 On Sher

730 On Sher may cancel a booking where reasonably necessary because of circumstances including:

• the accommodation becoming unsafe or unavailable;
• serious property damage;
• an emergency;
• a material booking error;
• suspected or confirmed fraud;
• material non-payment;
• a serious breach of the Booking Terms and Conditions; or
• circumstances genuinely beyond reasonable control.

Where cancellation is not caused by a breach attributable to the guest, 730 On Sher will deal fairly with amounts already paid and will respect applicable statutory remedies.

16. Overbooking or Failure of Capacity

Where 730 On Sher accepts a reservation but is later unable to provide the reserved accommodation because of insufficient capacity or overbooking, applicable provisions of the CPA will be followed.

Depending upon the circumstances and applicable law, remedies may include:

• refund of amounts paid;
• applicable statutory interest;
• qualifying directly incidental costs; or
• provision or procurement of comparable alternative accommodation.

Different legal consequences may apply where comparable alternative accommodation is offered and accepted or where a proper comparable alternative is unreasonably refused.

17. Force Majeure and Impossibility of Performance

Where performance becomes legally or physically impossible because of circumstances genuinely outside the reasonable control of the parties, the matter will not automatically be treated in the same manner as an ordinary voluntary cancellation by a guest.

Examples may include:

• natural disaster;
• compulsory evacuation;
• government prohibition;
• destruction of the accommodation;
• fire;
• severe infrastructure failure;
• serious public-safety restrictions; or
• another event making performance legally or physically impossible.

Each case will be considered according to its facts, South African common law, the CPA, services already rendered and other applicable legislation.

Mere inconvenience, a change of personal plans or a preference not to travel does not necessarily amount to legal impossibility.

18. Online Bookings and ECTA Cooling-Off Rights

ECTA provides cooling-off rights for certain electronic transactions.

However, the ordinary ECTA cooling-off right does not generally apply to accommodation services where the supplier undertakes to provide the accommodation on a specific date or within a specific period and the statutory exclusion applies.

This does not remove separate cancellation rights available to consumers under the CPA.

19. Direct-Marketing Cooling-Off Rights

Where a booking resulted from direct marketing as contemplated in the CPA, the consumer may have a separate statutory right to rescind the transaction within the applicable statutory period.

Where such a right lawfully applies, 730 On Sher will comply with the applicable cancellation and refund requirements.

This provision does not mean that every booking made through the 730 On Sher website is automatically a direct-marketing transaction.

20. Third-Party Booking Platforms

Bookings made through a third-party platform, travel agency or booking intermediary may also be subject to platform-specific procedures and contractual provisions.

Where applicable:

• the guest should follow the platform’s prescribed cancellation procedure;
• 730 On Sher may be required to process a refund through the platform;
• lawfully incurred third-party commissions or charges may be relevant; and
• mandatory rights under applicable South African consumer law remain unaffected.

21. Promotional and Special Rates

730 On Sher may from time to time offer discounted, promotional or special accommodation rates with particular booking conditions.

Where a rate has restricted cancellation conditions, those restrictions will apply only to the extent that they are lawful.

Describing a rate as “non-refundable” does not remove mandatory consumer rights that cannot lawfully be waived.

22. Disputes About Cancellation Charges

A guest who believes that a cancellation charge is unreasonable should contact 730 On Sher and provide:

• the booking reference;
• the date on which cancellation was submitted;
• the amount disputed; and
• the reasons why the guest believes the amount should be reconsidered.

730 On Sher will reassess the charge having regard to the applicable factors under the CPA.

Cancellation disputes may be sent to:

730 On Sher
Attention: Marsia Kuypers
Email: marsia@730onsher.co.za
Telephone: +27 82 396 2568

23. Consumer Rights

This Policy must not be interpreted as:

• excluding a consumer right that cannot legally be excluded;
• waiving a mandatory consumer protection;
• permitting an unreasonable cancellation penalty;
• allowing 730 On Sher to retain money solely because a standard term says that it may do so; or
• restricting a lawful statutory remedy available to a consumer.

If this Policy conflicts with a mandatory provision of South African law, the mandatory legal provision will prevail.

24. Contact Details

730 On Sher
Responsible Party: 730 On Sher trading as 730 On Sher
Physical Address: 730 Sher Street, Garsfontein, Pretoria, 0042, Gauteng
Email: marsia@730onsher.co.za
Telephone: +27 82 396 2568
Contact Person: Marsia Kuypers
Website: https://730onsher.co.za/

25. Policy Updates

730 On Sher may amend this Cancellation and Refund Policy from time to time.

The cancellation provisions applicable when a booking is concluded will ordinarily govern that booking unless the parties lawfully agree otherwise or applicable legislation requires a different result.

Last Updated: 14 August 2026