Refunds & cancellation policy
Last updated June 2026
At Roam Collective, we understand that plans can change. Our aim is to be as fair and flexible as possible while ensuring that bookings and products can be managed efficiently for everyone.
Play sessions & workshop bookings
If you need to cancel or reschedule your booking, please contact us as soon as possible.
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Cancellations made 48 hours or more before your scheduled booking may be rescheduled or refunded, at our discretion.
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Cancellations made less than 48 hours before the booking may not be eligible for a refund, as your place has been reserved.
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If you are unable to attend due to exceptional circumstances, please contact us and we will do our best to assist.
Late arrivals
Please arrive on time for your booking.
Late arrival may reduce the time available for your session, as we may not be able to extend bookings that begin late.
No-shows
If you do not attend your booked session without notifying us in advance, your booking will generally be considered forfeited and no refund will be issued.
Shop orders
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
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If the order has not yet been processed or shipped, we will do our best to accommodate your request.
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Once an order has been dispatched, our Returns Policy (below) will apply.
Returns
If you receive a faulty, damaged or incorrect item, please contact us within 7 days of receiving your order.
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Where appropriate, we will arrange a replacement, repair or refund in accordance with the Consumer Protection Act of South Africa.
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Items returned for reasons other than being faulty should be unused, in their original condition and original packaging where possible.
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Certain items may not be eligible for return due to hygiene, safety or other applicable reasons.
Refunds
Where a refund is approved, it will be processed using the original payment method wherever possible.
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Please allow 5–10 business days for the refund to appear, depending on your payment provider.
Event cancellations
If Roam Collective needs to cancel a play session, workshop or event, you will be offered the choice of:
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a full refund;
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a credit towards a future booking; or
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an alternative booking date, where available.
Contact us
If you have any questions about cancellations, returns or refunds, please contact us.
Roam Collective
Email: info@roamcollective.co.za
Telephone: +27 764 544 641
Website: roamcollective.co.za
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We aim to respond to accessibility enquiries within five business days.