Fair remedies when a campaign cannot run as booked.
When Viranova provides a refund, credit or rerun, what is excluded, and how approved refunds are processed.
Effective 28 August 2026. This policy applies to paid Viranova advertising, sponsorship and related commercial services once online payment is activated. The current campaign planner collects no payment, so a saved plan cannot require a refund.
Full refunds
A full refund is available when Viranova rejects a good-faith campaign before any delivery and no acceptable alternative is agreed, or when Viranova cannot provide the confirmed inventory and the advertiser declines a reasonable substitute.
Under-delivery
If Viranova materially under-delivers confirmed inventory for reasons within its control, the advertiser may be offered a rerun, equivalent replacement inventory, account credit or a proportionate refund for the undelivered part. The agreed remedy will be confirmed in writing.
What is normally not refundable
Completed production work and delivered advertising inventory are not refundable. A campaign is not refundable merely because it did not achieve a hoped-for click, sale, reach, conversion, press response or other business result. Refunds may also be refused for loss caused by advertiser delay, prohibited content, inaccurate claims, missing rights, defective destinations, breach of the confirmed booking or instructions to stop after delivery.
How to request a refund
Email advertise@viranova.co.za with the campaign reference, payer details, amount disputed, reason and supporting evidence. Viranova may compare booking, approval, delivery and communication records before deciding the request.
Processing an approved refund
An approved refund may be full or partial and will normally be returned to the original payment method. Viranova aims to initiate it within seven business days after written approval. The payment provider or bank may take additional time to reflect it. Where Paystack processed the original payment, the refund will be submitted through the supported Paystack refund process.
Charges and statutory rights
Payment-processing fees or other deductions will be handled as stated in the confirmed booking and as permitted by law. Nothing in this policy limits a right or remedy that cannot lawfully be excluded. The advertiser may raise an unresolved concern with Viranova before using any available dispute process.