Refund and Dispute Policy – SetuTau Network

Last updated: March 2026

1. Platform Role

SetuTau Network is a service provider and technology platform. We do not:

Process refunds on behalf of merchants
Resolve disputes between customers and merchants
Hold or control merchant funds (all payments go through PayFast and merchant PayFast accounts)

Refunds are the sole responsibility of the merchant. Merchants must handle refund requests directly with their customers and process refunds through their PayFast account.
Cancellations – when a booking is cancelled, deposits may be refunded minus a merchant-defined processing fee. This fee is set by the merchant per product and is deducted from the refund. The Platform does not retain any portion of this fee.
Disputes – any dispute about quality, delivery, or service is between the customer and the merchant. The Platform is not a party to such disputes.

For bookings and subscriptions, customers may pay a deposit or full amount.
Remaining balance is tracked in the system. Customers are expected to pay the remaining amount before the event or service date, as defined by the merchant.
If a customer does not pay the remaining balance, the merchant is responsible for follow-up and any applicable cancellation policy.

The Platform receives a commission on paid transactions via PayFast split payments.
Commission is taken at the time of payment. Refunds issued by merchants are handled entirely through the merchant's PayFast account; the Platform does not automatically claw back commission. Merchants should factor this into their refund policies.

If a customer believes a merchant has violated Platform terms (e.g. fraud, abuse), they may report to the Platform administrator.
The Platform may investigate and suspend or ban merchants who violate terms.
The Platform does not mediate financial disputes or order refunds.