Effective Date: 26 October 2026
Last Updated: 26 October 2026
1. Introduction
Welcome to Izwi Lomzansi FM, also known as Izwi98FM (“we”, “us”, “our” or “the Station”).
This Refund and Cancellation Policy sets out the terms and conditions governing cancellations, refunds, payment disputes and service changes relating to services purchased or booked through our website, digital platforms or authorised representatives.
Our objective is to maintain transparent and fair business practices while protecting the interests of our listeners, customers, advertisers, sponsors, partners and other service users.
By purchasing or booking any paid service from Izwi98FM, you acknowledge that you have read and understood this policy, subject to your rights under applicable South African law.
2. Scope of This Policy
This policy applies, where applicable, to payments made for:
- Radio advertising and promotional campaigns.
- Sponsorship packages and branded programming.
- Commercial announcements and promotional airtime.
- Event advertising, media coverage and publicity services.
- Paid memberships, subscriptions or premium content, if offered.
- Other digital products or services sold by Izwi98FM.
Free-to-air radio broadcasts and other services provided without charge are not subject to refunds unless a separate paid transaction applies.
3. Refund Policy
Refund requests will be assessed fairly, taking into account the nature of the service, the extent to which it has been delivered, the applicable booking terms and the customer’s rights under South African law.
A refund may be considered in circumstances including:
- Failure to deliver a service: Where Izwi98FM has received payment but fails to provide the agreed service and does not remedy the failure within a reasonable period.
- Cancellation by the Station: Where Izwi98FM cancels a confirmed paid service and cannot provide a suitable alternative acceptable to the customer.
- Duplicate payments: Where a customer has been charged more than once for the same transaction.
- Incorrect charges: Where a verified billing error has resulted in an overpayment.
- Other legally justified circumstances: Where a refund or other remedy is required under applicable law or the agreed service terms.
Any refund will be assessed according to the circumstances of the transaction and the rights and remedies available under applicable law.
4. Non-Refundable Services and Completed Work
Subject to applicable law, refunds may not be available for services that have been fully delivered in accordance with the agreed terms.
Examples may include:
- Radio advertisements that have already been broadcast as scheduled.
- Promotional campaigns that have been completed.
- Sponsorship benefits that have already been provided.
- Media coverage, creative work or other services completed in accordance with an approved brief.
- Services that have been customised or commenced, where the law permits the relevant cancellation or refund restriction.
A service will not automatically become non-refundable merely because work has commenced. Any applicable cancellation charge or refund restriction must be lawful and appropriate to the circumstances.
Nothing in this section limits any non-excludable consumer rights under South African law.
5. Cancellation of Advertising and Promotional Bookings
Customers wishing to cancel a confirmed advertising or promotional booking must submit their request in writing to Izwi98FM through the official contact details published on our website.
The following principles apply:
- Cancellation requests should be submitted as early as possible before the scheduled campaign or broadcast.
- Cancellation charges, if applicable, must be based on the agreed booking terms, work already performed, committed third-party costs and applicable legal requirements.
- Where no specific cancellation terms were agreed, Izwi98FM will assess the request fairly and in accordance with applicable law.
- If an advertisement has already been broadcast or a campaign has been substantially completed, a full refund may not be available.
- Any refund, credit or rescheduling arrangement will be communicated to the customer in writing.
Customers are encouraged to obtain written confirmation of their booking and any cancellation conditions before making payment.
6. Sponsorship Packages and Partnership Agreements
Sponsorship packages and commercial partnerships may involve advance planning, advertising commitments, production costs, promotional materials and third-party arrangements.
The cancellation and refund conditions for these services may be set out in a separate sponsorship agreement, quotation, invoice or written contract.
Where a separate agreement exists, its terms will apply to the extent that they are consistent with applicable law.
If Izwi98FM is unable to deliver an agreed sponsorship benefit, the parties may agree to an alternative benefit, rescheduling, credit or refund, depending on the circumstances and their contractual and legal rights.
7. Subscription and Membership Cancellations
If Izwi98FM offers paid memberships, recurring subscriptions or premium digital services, customers may request cancellation using the cancellation method provided for the relevant service or by contacting the Station.
Unless the applicable subscription terms or law provide otherwise:
- Cancellation will prevent future renewals from the effective cancellation date.
- Customers may retain access until the end of the paid subscription period where the service terms permit.
- Cancelling a subscription does not automatically entitle a customer to a refund for a period already paid for.
- Refunds for unused periods, early termination or recurring payments will be assessed under the applicable subscription terms and South African law.
Customers should review the renewal frequency, fees and cancellation conditions before subscribing.
8. Event Coverage and Scheduled Services
Where Izwi98FM has been contracted to provide event coverage, outside broadcasting, promotional appearances or related services, cancellations and rescheduling will be handled according to the agreed booking terms.
If an event is postponed, rescheduled or cancelled by the customer, the parties will discuss available alternatives and any lawful charges arising from work performed or costs already incurred.
If Izwi98FM cannot provide a confirmed service, the Station will communicate the available remedies, which may include rescheduling, an alternative service or a refund where appropriate.
9. Refund Request Procedure
To request a refund, customers should contact Izwi98FM using the official contact details published on our website.
Please include the following information:
- Full name or registered business name.
- Contact telephone number and email address.
- Invoice number, booking reference or transaction ID.
- Description of the service purchased.
- Date and amount of payment.
- Reason for requesting the refund.
- Supporting documents, where relevant.
Izwi98FM may request reasonable additional information to verify the transaction and assess the request.
10. Refund Processing Times
Izwi98FM will acknowledge refund requests within a reasonable period and aim to communicate its decision within 7–14 business days after receiving the information reasonably required to assess the request.
Where a refund is approved, it will ordinarily be returned through the original payment method, where practicable. The time taken for the funds to reflect may depend on the payment provider or financial institution.
If additional investigation is necessary, we will communicate any material delay to the customer.
The timeframes in this section are administrative targets and do not extend any shorter statutory deadline or limit a customer’s rights under applicable law.
11. Incorrect Payments and Fraudulent Transactions
Customers who believe that they have made an incorrect payment or have been charged without authorisation should contact Izwi98FM promptly and provide the relevant transaction details.
We will investigate reported payment discrepancies and take reasonable steps to resolve verified errors.
Customers may also contact their bank or payment service provider where a transaction appears to be fraudulent or unauthorised. Nothing in this policy restricts any rights available through a payment provider or under applicable law.
12. Changes to Bookings and Services
Requests to change an advertising schedule, sponsorship arrangement, subscription or other booking will be considered subject to availability, operational requirements and the applicable agreement.
Izwi98FM may offer rescheduling, a service credit or an alternative arrangement where appropriate. Any additional charges or changes to the original agreement will be communicated to the customer before implementation, where reasonably practicable.
13. Consumer Protection and Applicable Law
This policy is intended to operate in accordance with the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008, where applicable, and the Electronic Communications and Transactions Act 25 of 2002, where relevant.
Consumer rights and cancellation periods may depend on the nature of the transaction, the type of service, the manner in which the agreement was concluded and any applicable statutory exceptions.
Nothing in this policy excludes, restricts or waives any consumer right, refund entitlement or remedy that cannot lawfully be excluded or restricted.
Where a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
14. Policy Amendments
Izwi98FM reserves the right to update or amend this policy from time to time to reflect changes in its services, operational requirements or applicable law.
The latest version will be published on our website with an updated revision date. Any amendment will apply subject to applicable law and any existing contractual rights.
Customers are encouraged to review this policy before making a new booking or purchase.
15. Contact Information
For refund requests, cancellations, payment enquiries or further information, please contact:
Izwi Lomzansi FM (Izwi98FM)
Website: https://izwi98fm.co.za
Email: info@izwi98fm.co.za
Izwi98fm WhatsApp number: 063 820 8448
Izwi98fm Switchboard: 031 305 7304
Izwi Lomzansi fm Studio Line: 060 480 7164
Business Address: Office 4, Second Floor, Stadium Building, Lion Match Office Park, 892 Umgeni Rd, Morningside, Durban, 4001
Please use the official contact channels published on our website to ensure that your request reaches the appropriate representative.
Izwi Lomzansi FM (Izwi98FM)
Committed to transparent service, responsible broadcasting and fair customer relations.