Refund, Cancellation, Production & Delivery Policy

This Policy explains DKK Publishing (PTY) Ltd’s procedures concerning:

• package purchases;
• cancellations;
• customised services;
• illustrations;
• proof approval;
• ISBN processing;
• printing;
• production;
• delivery;
• damaged books;
• defective books;
• incorrect orders;

refunds; and

replacements.

Nothing in this Policy is intended to remove consumer rights that cannot lawfully be excluded under South African law.

DKK Publishing provides customised publishing services.

Depending on the selected package, work may include:

• access to the story creation Platform;
• use of preset themes;
• custom story development;
• custom illustration;
• editing;
• formatting;
• cover creation;
• layout;
• proof preparation;
• ISBN administration;
• publishing;

printing; and

production.

Because these services may be customised specifically for an individual Child Author, cancellation rights may depend upon how much work has already been performed.

The Parent is responsible for reviewing the package description before completing payment.

Package information should identify the principal services included in the selected package.

Prices will be displayed in South African Rand unless otherwise stated.

Any applicable:

• delivery charges;
• optional services;

additional copies; or

additional paid marketing

will be disclosed separately where applicable.

Work may only commence after DKK Publishing has received or confirmed the required payment unless DKK Publishing expressly agrees otherwise.

Where a Parent requests cancellation before DKK Publishing has commenced personalised or custom work, DKK Publishing will assess the cancellation in accordance with:

• the nature of the package;
• work already supplied;
• Platform access already provided;

applicable payment charges; and

applicable South African consumer law.

Where legally required, an appropriate refund will be provided.

Once DKK Publishing has commenced customised work, including applicable:

• custom illustrations;
• custom artwork;
• editing;
• book design;
• formatting;
• proof preparation;

ISBN-related administration; or

other personalised production,

DKK Publishing may be entitled, subject to applicable law, to retain or charge an amount reasonably related to services already performed and costs already incurred.

Nothing in this Policy should be interpreted as stating that a consumer can never receive a refund.

Refund and cancellation requests will be handled in accordance with:

• the specific circumstances;
• the stage of production;
• the nature of the product or service;

DKK Publishing’s obligations; and

applicable South African law.

Where a Parent has purchased access to the story creation Platform and the service has already been activated or substantially supplied, the value of services already provided may be taken into account when considering a cancellation request, subject to applicable law.

Custom illustrations require creative and production work specifically for the Child’s story.

Once custom illustration work has commenced, fees attributable to work already properly completed may not be refundable except where required by law or where DKK Publishing agrees otherwise.

Where applicable, DKK Publishing will provide a digital proof before final production of a custom book.

The Parent must carefully review the proof.

The Parent should check:

• Child Author name;
• title;
• spelling;
• story text;
• punctuation;
• illustrations;
• page order;
• cover;

layout; and

other relevant information.

Once the Parent provides final approval, DKK Publishing may proceed with:

• final files;
• ISBN administration where applicable;
• publishing;

printing; and

manufacturing.

The Parent should not approve a proof until satisfied with it.

Where an error was clearly visible in the final proof and the Parent nevertheless approved the proof, DKK Publishing may charge for any requested reprinting or correction, subject to applicable consumer law.

Where the manufactured book materially differs from the final approved proof because of an error attributable to DKK Publishing or its production process, DKK Publishing will investigate and provide an appropriate remedy where required.

Depending upon the circumstances, this may include:

• correction;
• replacement;
• reprinting;

refund; or

another appropriate remedy.

Where ISBN processing forms part of the package, DKK Publishing will commence the applicable administration at the appropriate stage of publication.

Once ISBN-related work has been performed, associated work already completed may be taken into account when considering a cancellation.

Production times shown by DKK Publishing are estimates unless expressly guaranteed.

Production may depend upon:

• proof approval;
• printing capacity;
• supplier availability;
• paper availability;
• binding;
• production workload;
• courier availability;

public holidays; and

circumstances outside DKK Publishing’s reasonable control.

Delivery times are estimates unless expressly guaranteed.

Courier delays may occur after an order leaves DKK Publishing’s production facility.

Timeframe – Please note that the delivery lead time to receive your book will be between 3 to 5 weeks from the date of clicking publish on the book creation program/ website.

Delivery cost is included in the price (unless otherwise stipulated) and is NOT door to door. We utilize the following delivery methods:

Pudo Locker system (this is the default delivery option)

Paxi – Through PEP Stores (this is the secondary delivery method should we have issues with the default method)

School collection (only available if the school has partnered with DKK Publishing) – if you have signed on through your child’s school, then delivery will be made to the school directly, in a bulk delivery. This means where there are multiple children that have signed on for the book creation system in the same school, then we may limit the deliveries to one (1) bulk shipment.

The above methods, means delivery to your closest Pudo locker, or PEP store to the address the parent/ user has registered on the DKK Publishing registration portal. The onus is on the Parent/ user to collect the parcel from the above locations.

• Delivery on different book packages (Preset or Create your own story/ theme);

1 Book Package:

1 book will be delivered to the closest Pudo locker.

2 Book Package:

All two (2) books will be delivered at the same time only.

3 Book Package:

All three (3) books will be delivered at the same time only.

6 Book Package:

This will allow for 2 separate deliveries

Delivery 1 – (books 1 to 3)

Delivery 2 – (books 4 to 6)

12 Book Package:

This will allow for 4 separate deliveries.

Delivery 1 – (books 1 to 3)

Delivery 2 – (books 4 to 6)

Delivery 3 – (books 7 to 9)

Delivery 4 – (books 10 to 12)

The Parent or customer is responsible for providing accurate:

• recipient name;
• delivery address;
• postal code;

telephone number; and

other delivery information.

If a parcel cannot be delivered because the customer supplied an incorrect or incomplete address, additional delivery charges may apply for redelivery, subject to applicable law.

Delivery or courier charges may be charged separately from the book selling price.

Courier charges do not form part of the Child Author royalty calculation.

Customers should inspect books as soon as reasonably possible after delivery.

Any apparent:

• manufacturing damage;
• incorrect book;

missing items; or

material printing defect

should be reported promptly to DKK Publishing.

A customer reporting a problem should provide:

• order number;
• customer name;
• Book Title;
• description of the problem;

photographs where reasonably necessary; and

any other information reasonably required to investigate the matter.

Where a book arrives materially damaged and the damage is not attributable to the customer, DKK Publishing will investigate and provide the remedy required by applicable law.

DKK Publishing may request photographs before arranging a replacement.

A material production defect may include, depending upon the circumstances:

• missing pages;
• pages printed in the wrong order;
• materially defective binding;
• major printing failure;

incorrect book supplied; or

material differences from the approved production file attributable to DKK Publishing.

Commercial printing may produce reasonable minor variations.

Minor variations that do not materially affect the book’s quality or usability may include reasonable differences in:

• colour reproduction;
• trimming;
• positioning;

paper appearance; or

binding.

Each matter will be assessed on its circumstances and applicable law.

Books created for an individual Child Author are personalised products.

A customer’s ability to cancel or return personalised goods may differ from ordinary non-personalised retail goods, subject always to rights provided by applicable law.

Where a personalised book has been correctly manufactured in accordance with an approved proof, a change-of-mind return may not necessarily qualify for a refund.

DKK Publishing will apply applicable South African consumer law when considering the request.

Additional copies of published books may currently be sold at:

R150.00 per copy

subject to future price changes in accordance with the applicable agreements.

If DKK Publishing sends a customer the wrong book, the customer should notify DKK Publishing promptly.

DKK Publishing will arrange an appropriate correction or remedy.

If an additional book sale is refunded, reversed, cancelled or successfully charged back, that transaction does not constitute a final Qualifying Sale for royalty purposes.

Where a royalty has already been credited, an appropriate adjustment may be made to a subsequent royalty statement.

A replacement book supplied without charge to correct a defective order does not generate an additional Child Author royalty because it is not an additional paid sale.

Where a refund is approved, DKK Publishing will ordinarily process the refund through an appropriate payment method.

DKK Publishing may require reasonable verification before processing a refund.

Banking institutions and payment providers may require additional processing time after DKK Publishing initiates a refund.

DKK Publishing cannot control the processing times of independent financial institutions.

DKK Publishing may investigate suspected:

• payment fraud;
• false refund claims;
• chargeback abuse;

account misuse; or

fraudulent orders.

Nothing in this clause limits legitimate consumer rights.

Production or delivery may be affected by circumstances beyond DKK Publishing’s reasonable control.

Where material delays occur, DKK Publishing will endeavour to communicate with affected customers and provide appropriate options where required.

Email:

info@dkkpublishing.com

Telephone:

Business Hours:

08:30 to 16:30Monday to Friday

When contacting DKK Publishing, please include the applicable order or account information.

This Policy is governed by the laws of the Republic of South Africa.

Nothing in this Policy excludes mandatory rights under applicable South African consumer protection legislation.

This Policy should be read together with DKK Publishing’s:

• Terms and Conditions of Use;
• Child Author Publishing & Royalty Agreement;
• Privacy Policy;

Parental / Legal Guardian Consent; and

other applicable policies.

Where mandatory consumer legislation provides greater protection, that legislation will prevail to the extent required.