Refund & Cancellation Policy

This policy applies to tickets bought online through www.velarestaurant.co.za for Vela events, including live-music nights, wine-paired dinners, chef’s set-menu nights, seasonal feasts and private dining. All ticket prices are in South African Rand (ZAR) and include VAT. Payments are processed securely by PayFast; Vela does not store your card details.

By buying a ticket you agree to the terms below. Nothing in this policy limits any rights you have under the Consumer Protection Act, 2008 (see “Your rights under the Consumer Protection Act”).

1. General

Each event has a limited number of seats, and buying a ticket reserves a place that we then hold for you. For that reason, refunds are handled as set out below rather than on an all-refunds basis.

Tickets are refundable if you cancel at least 7 days before the event. Within 7 days of the event they are non-refundable, because the seat is held and the kitchen orders to numbers. Exceptions apply where an event is cancelled, postponed or materially changed by Vela (section 3), or where the law requires otherwise.

2. If you need to cancel or can’t attend

To request a refund, contact us (see section 8) at least 7 days before the event, quoting your order reference.

• A refund of the ticket price will be made, less a R150 processing fee.
• Requests received inside the 7-day window cannot be refunded, but you are welcome to transfer your booking (section 6).

No-shows and late arrivals. If you do not arrive, or arrive after an event has started and seating is no longer possible, the ticket is not refundable.

3. If Vela cancels, postpones or materially changes an event

If we cancel an event, or postpone it, or change it in a material way (for example the date, or a headline performer), you may choose either:

• a full refund of the ticket price to your original payment method, or
• to move your ticket to the rescheduled date or another event of equal value.

We will contact ticket holders using the email or phone number on the order as soon as reasonably possible.

4. How refunds are made

• Approved refunds are returned to the original payment method through PayFast. We cannot refund to a different card or account.
• Once a refund is approved, the associated tickets are cancelled and can no longer be used for entry.
• Please allow 5 to 10 business days for the refund to reflect, depending on your bank or card provider.
• Vela does not hold your card details; the refund is processed by PayFast.

5. Promotional and discounted tickets

Where a ticket was bought using a promotional code or discount, any refund is based on the amount actually paid, not the full face value.

6. Transfers and name changes

Tickets are tied to the booking, not printed with a fixed name, so you may pass your ticket to someone else. Because we link each booking to a name, please let us know before the event that you are transferring it, and the new guest’s name, so we can update the booking. The person who arrives with the ticket (its QR code) will be admitted.

7. Private dining and large group bookings

Private dining and large group bookings may be subject to a separate deposit and cancellation arrangement agreed at the time of booking. Where such terms apply, they take precedence over this policy for that booking. A 50% deposit is required, and the deposit is non-refundable if you cancel within 10 days of the event date.

8. How to request a refund

Contact us with your order reference and the email address used for the booking:

• Email: info@velarestaurant.co.za
• Phone: 012 244 4125

Refunds are reviewed and processed by our team; there is no automatic online cancellation.

9. Your rights under the Consumer Protection Act

If you are a consumer under South Africa’s Consumer Protection Act, 2008, you may have the right to cancel an advance booking. The Act allows a supplier to charge a reasonable cancellation fee in that case. This policy does not limit your statutory rights, and where this policy and the Act differ, the Act applies.

10. Events beyond our control (force majeure)

If an event is affected by circumstances beyond our reasonable control (for example extreme weather, power failure, illness, or changes in law or regulation), we will let ticket holders know and will offer a transfer or refund in line with section 3 where an event cannot go ahead.

11. Changes to this policy

We may update this policy from time to time. The version in force is the one published on the site at the time of your purchase.

12. Contact