Refund and Cancellation Policy

JoyRyder — Simply Well
joyryder.co.za
Last updated: 30 September 2026

This policy explains how cancellations and refunds work for each Simply Well product. It forms part of our Terms and Conditions. Nothing here limits your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

1. Video Library Pass — R1,500 once-off

The Video Library Pass gives immediate access to digital content.

Before you access the library: you may cancel and receive a full refund within 7 days of purchase, provided you have not yet streamed or downloaded any content.
Once you have accessed the library: the purchase is not refundable. Under section 42(2) of ECTA, the 7-day cooling-off right does not apply to digital audio or video content once you have accessed it with your consent, because it cannot be returned.
You will be asked to confirm at checkout that you understand accessing the content ends your cooling-off right.

2. Video + Consult — R2,000 once-off

This product combines digital content with one 60-minute coaching session.

Before accessing the library and before the consultation: full refund within 7 days of purchase.
After accessing the library but before the consultation: you may cancel the consultation and receive a refund of R500, being the value attributed to the coaching session. The video library portion is not refundable once accessed, for the reason given in section 1.
After the consultation has taken place: no refund, as the service has been delivered.
The consultation must be booked and taken within 6 months of purchase. After 6 months an unused consultation lapses. If you are close to the deadline and something has prevented you from booking, contact us — we would rather find a date than have you lose the session.

3. Simply Well Monthly — R500 per month

Cancel at any time. There is no fixed term, no minimum period and no cancellation fee.
To cancel, email info@joyryder.co.za or use the cancellation option in your account. Cancel at least 48 hours before your next billing date to avoid the next charge.
We will confirm your cancellation by email. If you do not receive confirmation within 2 business days, please follow up so we can make sure it was processed.
Part-months are not refunded. Your access continues to the end of the month you have paid for.
First month: if you cancel within 7 days of your very first payment and have not accessed the video library or taken a coaching session, we will refund that first month in full.
If a payment fails, we will attempt to collect again and notify you. Access may be paused until payment succeeds.

4. One-on-one coaching sessions (all products)

Reschedule free of charge with at least 24 hours' notice before the session start time.
Cancellations inside 24 hours, and no-shows, mean the session is forfeited — it is not rebooked and not refunded.
Your monthly session under Simply Well Monthly is available within that month and does not roll over.
If we cancel or need to move a session, you choose a new date or a refund of the session's value.

5. Statutory cooling-off rights (ECTA section 44)

Where the cooling-off right applies, you may cancel an online purchase within 7 days without giving a reason and without penalty, and we will refund you within 30 days of your cancellation notice. The exclusions in section 42(2) of ECTA apply — most relevantly, digital content you have already accessed and services already performed with your consent.

6. If something is wrong with the service

If a service was not delivered as described or was not of a reasonable standard, you may be entitled to a repeat performance or a refund under section 54 of the CPA. Tell us within 7 days of the session or of noticing the problem and we will put it right.

7. How to request a refund

Email info@joyryder.co.za with your name, the email address used at purchase, the date of purchase and what you would like to happen. We will acknowledge within 2 business days. Approved refunds are returned to your original payment method via Payfast within 7 business days, and your bank may take a few days more to reflect the funds.

8. Contact

JoyRyder — Jalene Burger
Email: info@joyryder.co.za