Refund & Cancellation Policy

1. Entry Withdrawals & Refunds

1.1 Standard Withdrawal Policy

• More than 14 days before event: Full refund minus R50 administration fee
• 7-14 days before event: 50% refund
• Less than 7 days before event: No refund available
• No-show on event day: No refund available

1.2 Medical Withdrawal

If you cannot participate due to medical reasons:

• Full refund minus R50 administration fee with valid medical certificate
• Medical certificate must be submitted within 7 days of the event
• Certificate must clearly state inability to participate in cycling activities
• Available at any time before or after the event

1.3 Entry Transfer to Another Person

You may transfer your entry to another participant:

• More than 7 days before event: Free - no administration fee
• Less than 7 days before event: Not permitted
• New participant must meet all entry requirements (age, license, category)
• Transfer must be completed through the BikeAbout platform
• Account required: Both parties must have (or create) a free BikeAbout account to complete the transfer

1.3.1 Transfer Process

1. Log in to your BikeAbout account (or create a free account if you entered as a guest)
2. Go to "My Entries" and select the entry to transfer
3. Click "Transfer Entry" and enter the recipient's email address
4. Recipient receives email notification with transfer details
5. Recipient logs in (or creates account) to accept the transfer
6. Transfer completes automatically - both parties receive confirmation

1.3.2 Entry Fee Discrepancies During Transfer

If the current entry fee differs from what was originally paid:

• Fee increase (e.g., early bird expired): New participant must pay the difference before transfer completes. Example: Original paid R200 (early bird), current price R300 → new participant pays R100 top-up.
• Fee decrease (e.g., now eligible for discount): No refund issued. Original entrant absorbs the difference.
• Category change: New participant pays according to their selected category's current price
• Payment tracking: All payment history remains with original entrant for audit purposes

2. Event Cancellations by Organizer

2.1 Full Event Cancellation

If an event is fully cancelled by the organizer:

• Full refund of entry fee processed within 14 working days
• Refund issued via original payment method
• No administration fees deducted

2.2 Event Postponement

If an event is postponed to a new date:

• Entry automatically transfers to new date
• If you cannot attend the new date: Full refund minus R50 administration fee
• Request refund within 14 days of postponement announcement

2.3 Route or Distance Changes

If the event route or distance changes significantly:

• Minor changes (less than 10% of distance): No refund available
• Major changes (more than 10% of distance): Full refund available if requested within 7 days of announcement

2.4 Weather-Related Cancellations

• Cancellations due to extreme weather: Full refund or credit for future event (organizer's choice)
• Event held in light rain/wind: No refund available

3. Refund Process

3.1 How to Request a Refund

1. Log in to your BikeAbout account
2. Go to "My Entries" and select the relevant entry
3. Click "Request Refund" button
4. Select reason for refund request
5. Upload supporting documents if required (e.g., medical certificate)
6. Submit request for organizer review

Alternative: Contact the event organizer directly at the email address shown on the event page.

3.2 Refund Processing Times

• PayFast/Yoco payments: 5-10 working days to original card/account
• Bank transfer payments: 3-5 working days to your bank account
• Organizer review time: Up to 5 working days
• Total refund time: Up to 15 working days from approval

3.3 Refund Methods

• Refunds issued via original payment method where possible
• Card payments: Refunded to original card
• Bank transfers: Refunded to bank account (you must provide banking details)
• Alternative: Credit voucher for future events (if you prefer)

4. Special Circumstances

4.1 Family Entry Refunds

• Partial refunds available if individual family members withdraw
• Refund calculated on individual entry fees within family discount
• Same timeframes apply as standard withdrawal policy

4.2 Bulk Entry Refunds

• Team managers may request refunds for individual team members
• Partial refunds available for bulk entry withdrawals
• Contact event organizer for bulk refund processing

4.3 Overpayments

• Automatic refund for overpayments
• Processed within 14 working days of payment verification
• No administration fee deducted

5. Non-Refundable Items

The following are typically non-refundable once ordered:

• Race packs collected before event cancellation
• Custom race numbers already printed
• Event merchandise (unless event fully cancelled)
• Third-party services (accommodation, timing chips) unless event cancelled

6. Disputes & Appeals

6.1 Refund Request Denied

If your refund request is denied by the event organizer:

• You will receive written explanation for the denial
• You may appeal the decision within 7 days
• Contact BikeAbout support: support@bikeabout.co.za

6.2 BikeAbout Mediation

• BikeAbout will mediate disputes between participants and organizers
• Final decision rests with event organizer per their event-specific terms
• BikeAbout reserves right to refund from platform funds in exceptional circumstances

7. Event Organizer-Specific Policies

Individual event organizers may set additional terms:

• More generous refund policies than stated above
• Different timeframes for withdrawals
• Event-specific cancellation conditions
• Alternative compensation (vouchers, future event entry)

Always check the specific event page for organizer-specific refund terms.

8. Contact Information

For refund requests, questions, or disputes:

• Event-specific queries: Contact event organizer (details on event page)
• BikeAbout platform support: support@bikeabout.co.za
• Phone: +27 (0)82 900 8824
• Office hours: Monday-Friday, 9:00-17:00 SAST

9. Changes to This Policy

BikeAbout reserves the right to update this refund policy:

• Changes effective immediately upon posting
• Notification sent to registered users for material changes
• Existing entries governed by policy in effect at time of entry
• Check this page regularly for updates