Cancellation Policy

Last updated: 3 July 2026

This Cancellation Policy explains when a customer can cancel an Arcovia product-sourcing request and what happens to the R250 sourcing deposit.

1. Cancelling before a product is found

You may cancel your sourcing request at any time before Arcovia finds a reasonable product match or trusted supplier option. If you cancel before the product is found, the R250 sourcing deposit is refundable.

2. When a product is considered found

A product is considered found when Arcovia identifies a reasonable match or supplier option and notifies you by email, account update, message or another contact method you provided. The match does not have to be perfect in every way, but it must reasonably fit the request brief, budget and preferences you gave us.

3. Cancelling after a product is found

If you cancel after Arcovia has found a reasonable match or supplier option, the R250 sourcing deposit is not refundable because the sourcing work has already been completed.

4. Final product orders

Arcovia will not place a final supplier order unless you approve the option and complete any required payment. If you have already approved and paid for a supplier order, cancellation of that product order may depend on the supplier's terms, delivery status and applicable law.

5. How to cancel

To cancel, log in to your account if cancellation tools are available, or contact Arcovia with your order number and request details. Until automated cancellation is fully active inside customer accounts, written cancellation requests sent before the product is found will be treated as valid cancellation requests.

6. Status updates

Your request may move through statuses such as deposit paid, searching for product, checking suppliers, supplier found, product located, awaiting approval, cancelled or refunded. The refund rule depends on whether cancellation happens before or after the product is found.

7. Statutory rights

This policy does not remove or reduce any rights that customers may have under applicable South African consumer protection law.