Refund Policy

Effective date: 11 May 2026 Last updated: 11 May 2026

1. About this policy

This Refund Policy explains when and how you can get a refund for paid services delivered by SiyaFanaFana NPC (operating as SameSame), a nonprofit corporation registered in South Africa under registration number 2021/984428/08.

This policy applies to paid services delivered under the following SameSame programme brands:

  • GoalDigger

  • HeartWork

  • Queerly Beloved

All of these services are delivered via WhatsApp, not via this website. This website is an information-only site and we do not sell anything directly through it. This policy is published here because the South African payment provider we use to collect payments for these WhatsApp services requires it to be available on our website.

If you have not paid SameSame for a service under one of the brands above, this policy does not apply to you. Our free services — including those provided under our FanaFana, TakaTaka and SabiSabi brands — remain free and are not subject to refund.

This policy is in addition to, and does not limit, any rights you have under South African consumer law, including the Consumer Protection Act, 2008 (CPA) and the Electronic Communications and Transactions Act, 2002 (ECT Act).

2. 30-day satisfaction promise

We want you to feel that the service was worth what you paid for it. If, within 30 days of your initial purchase, you are not satisfied with a paid service under GoalDigger, HeartWork or Queerly Beloved, you can request a full refund of that purchase, no questions asked.

To qualify under this 30-day promise:

  • the refund request must be made within 30 days of the date of your initial purchase; and

  • you must have purchased the service directly from SameSame (not through a third party).

3. Refunds after 30 days

After the 30-day window has passed, we will generally not issue a refund. We will, however, consider a refund (or another fair remedy, such as restoring access or extending your subscription) where:

  • a technical problem on our side prevented you from receiving the service you paid for; or

  • the service experienced significant or ongoing performance issues that materially affected your ability to use it.

If you think one of these applies to you, please contact us and we will investigate. We aim to resolve these situations fairly and promptly.

4. How to request a refund

To request a refund, please email accounts@samesamecollective.org with the following information:

  • the mobile (WhatsApp) number associated with your account;

  • the brand under which you received the service (GoalDigger, HeartWork or Queerly Beloved);

  • the approximate date of your purchase; and

  • a short note about why you are requesting the refund (optional, but it helps us improve).

Please do not email us your full bank account details unless we specifically ask for them.

Wherever possible, we will refund you to the same payment method you used to pay (for example, the card or wallet used at checkout). This is the safest option for both of us and is how our payment provider normally handles refunds.

If a refund to the original payment method is not possible (for example, because the card has been cancelled or the wallet has been closed), we will contact you to arrange an alternative. We may, at that point, ask you to confirm bank details through a secure channel. We will never ask you to send sensitive financial information by reply to an unsolicited email.

5. How long refunds take

Once we have confirmed that you are eligible for a refund:

  • we will instruct our payment provider to process the refund within 7 working days; and

  • the funds usually reach your account within a further 5 to 10 working days, depending on your bank or wallet provider.

We will let you know if anything is likely to take longer.

6. Currency

Paid services under GoalDigger, HeartWork and Queerly Beloved are charged in the local currency of the country in which you are based:

  • South Africa, Namibia, Lesotho and eSwatini — South African Rand (ZAR)

  • Zimbabwe — United States Dollar (USD)

  • Zambia — Zambian Kwacha (ZMW)

  • Botswana — Botswana Pula (BWP)

Refunds are issued in the same currency, and in the same amount, as the original payment. Where you paid using a card or wallet denominated in a different currency to the one we charged in, any exchange-rate differences between the original payment and the refund are determined by your bank or wallet provider and are not the responsibility of SameSame.

7. Things this policy does not cover

This policy does not cover:

  • donations made to SameSame, which are not refundable except where required by law;

  • payments made to third parties (for example, mobile network data charges, or fees charged by your bank or wallet); or

  • services that you accessed under our free brands, including FanaFana, TakaTaka and SabiSabi.

8. Your statutory rights

Nothing in this policy limits your rights under South African consumer law, including:

  • the cooling-off rights set out in section 44 of the ECT Act for certain electronic transactions; and

  • the rights set out in the Consumer Protection Act, 2008, including the right to fair value, good quality and safety.

Where the law gives you a stronger right than this policy does, the law applies.

9. How to contact us

For any question about this policy or to request a refund:

SiyaFanaFana NPC (operating as SameSame) Email: accounts@samesamecollective.org Website: www.samesamecollective.org