Refunds, Cancellations & Returns Policy
Last updated: 24 July 2026
1. About this policy
This policy applies to advertising, promotional, content, design, directory and related services purchased from Newcastillian News through advertise.newcastillian.com or directly from Newcastillian News.
Our products are services and digital advertising placements. We do not ordinarily supply physical goods through this website. For this reason, physical product returns and exchanges do not apply.
This policy must be read together with our Terms and Conditions, Privacy Policy and the description of the package purchased.
2. Your right to cancel
You may ask to cancel an order by contacting us as soon as possible.
Where the Electronic Communications and Transactions Act 25 of 2002 applies, an eligible consumer may cancel an online transaction for services without reason and without penalty within seven days after the agreement was concluded, provided the service has not already begun with the consumer’s consent.
If you expressly ask Newcastillian News to begin providing the service during this seven-day period, the statutory cooling-off right may no longer apply once the service has begun, as permitted by law. Starting the service may include reserving and scheduling advertising space, preparing or designing artwork, creating or editing content, configuring a campaign, publishing a placement, activating a directory listing or carrying out another material part of the purchased service.
Nothing in this policy limits any right that cannot lawfully be excluded.
3. Cancellation before work begins
If we receive a cancellation request before any work has begun, advertising inventory has been committed or non-recoverable costs have been incurred:
a full refund will be provided where a statutory cooling-off right applies; and
in other cases, we will ordinarily provide a full refund.
If resources have already been reserved or reasonable costs have been incurred, we may deduct a fair and reasonable cancellation charge where permitted by law. Any charge will be assessed according to the circumstances, including the nature of the service, the notice provided, the work already completed, costs already incurred, the advertising space reserved and our reasonable ability to reallocate that space or capacity.
4. Cancellation after work has begun
Once work has begun, any refund will be limited to the portion of the service that has not yet been performed, less:
the fair value of work already completed;
advertising placements, design, writing, editing, administration or campaign preparation already supplied;
non-recoverable third-party costs reasonably incurred for the order; and
any fair and reasonable cancellation charge permitted by law.
No refund is due for a portion of a service that has already been fully delivered, except where the service was materially defective, was not supplied as agreed, or a refund is otherwise required by law.
Time-sensitive products, including Advert Boosts and advertising booked for a specific date or period, may become non-refundable once the placement has started or the reserved publication period has been used.
5. Rescheduling
We will try to accommodate a reasonable request to change a campaign or publication date, subject to availability and any deadlines stated in the package.
A rescheduling charge may apply if work has already been completed, a confirmed placement must be changed at short notice, or additional work is required. We will disclose and obtain approval for any additional charge before proceeding.
6. Customer-supplied artwork, information and approvals
You are responsible for supplying complete, accurate and lawful artwork, information, links, contact details, instructions and approvals by the required deadline.
Failure to supply materials or approval on time may delay the campaign or result in the loss of a time-sensitive placement. This does not automatically entitle you to a refund. We will first try to reschedule the unused service where reasonably possible. If rescheduling is not reasonably possible because capacity or inventory was reserved for you, a fair cancellation or rescheduling charge may apply.
Changes requested after artwork, content or campaign preparation has been approved may be quoted and charged as additional work.
7. Advertising and content we cannot accept
Newcastillian News may refuse, pause or remove material that is unlawful, misleading, defamatory, discriminatory, infringes intellectual property or privacy rights, conflicts with our Advertising Terms, presents an unacceptable legal or reputational risk, or is otherwise unsuitable for publication.
Where reasonably possible, we will give you an opportunity to correct or replace the material. If the order cannot proceed, any refund will be limited to the unused portion of the service after deducting the fair value of work already completed and reasonable non-recoverable costs.
No refund will be provided where material was published or a service was supplied on the basis of false, incomplete or misleading information provided by the customer, subject always to applicable law.
8. Advertising performance
Advertising results vary. Unless a package expressly guarantees a specific result in writing, Newcastillian News does not guarantee a particular number of enquiries, leads, sales, clicks, impressions, engagements, rankings or other commercial outcome.
Dissatisfaction with campaign performance, on its own, is not grounds for a refund where the purchased placements and services were delivered as described.
9. If Newcastillian News cannot deliver the service
If we cannot provide all or part of a purchased service, we will offer an appropriate remedy, which may include:
rescheduling the service;
providing a reasonably comparable replacement placement or service;
issuing credit, if you agree; or
refunding the undelivered portion.
If no reasonable replacement or rescheduling option is available, we will refund the amount paid for the undelivered service.
Where a temporary technical problem or an event beyond our reasonable control interrupts a campaign, we will first restore, extend or reschedule the affected placement so that the agreed advertising value can be delivered. If this is not reasonably possible, we will refund the undelivered portion.
10. Incorrect or duplicate payments
If you are charged more than once for the same order, charged an incorrect amount, or payment is collected for an order that was not successfully created, contact us with the relevant payment and order details. Once verified, the incorrect or duplicate amount will be refunded in full.
11. How to request a cancellation or refund
Send your request to [email protected] and include:
your full name or business name;
the order number;
the email address used for the order;
the package purchased;
the reason for the request, where applicable; and
the remedy you are requesting.
You do not have to provide a reason when exercising a statutory right that allows cancellation without reason.
We may request supporting information where reasonably necessary to verify the order, payment or basis of the request.
12. Refund processing
Approved refunds will ordinarily be initiated within 10 business days after approval and will be paid to the original payment method wherever possible. Where applicable law requires a refund within a specific period, we will comply with that period.
The time taken for the refunded amount to reflect may depend on PayFast, your bank or your payment provider and is outside our direct control after the refund has been processed.
For security and fraud-prevention purposes, we will not ordinarily refund a payment to a different person, card or bank account.
13. Contact details
Newcastillian News
Email: [email protected]
Telephone: +27 (0)34 940 2433
Location: Newcastle, KwaZulu-Natal, 2940, South Africa
Business hours: Monday to Friday, 08:00 to 16:30
14. Applicable law
This policy is governed by the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002, where applicable.
If any part of this policy conflicts with a mandatory provision of applicable law, that provision of the law will apply and the remaining parts of this policy will continue to operate.