Consumer Protection Policy

Consumer Protection Policy for Sereni Travel Studio (Pty) Ltd

1. Applicability

Sereni Travel Studio ("Sereni Travel") is a private company incorporated in South Africa and operates under the laws of the Republic of South Africa. We provide travel and tour services, and our activities are governed by the Consumer Protection Act, 68 of 2008 (“the Act”), as well as Chapter VII of the Electronic Communications and Transactions Act 25 of 2002. Consumer protection rights are enshrined in the Constitution of South Africa, 1996, and these laws apply to any consumer transactions we engage in.

2. Purpose

At Sereni Travel, we are dedicated to ensuring the protection of our customers' rights as consumers in line with South African law. This policy aims to inform visitors to our website and customers of their rights under the Consumer Protection Act and how Sereni Travel will uphold these rights in our dealings with you.

3. Who is a Consumer?

A consumer is any individual or entity to whom goods or services are marketed or who has entered into a transaction with a supplier in the ordinary course of business. It also includes those who are users or beneficiaries of goods or services provided by suppliers.

4. Objectives of the Consumer Protection Act

The Act has the following primary objectives:

• To promote a fair, accessible, and sustainable marketplace for consumer products and services.
• To establish national norms and standards to ensure consumer protection.
• To enhance consumer information and prevent unfair marketing and business practices.
• To encourage responsible consumer behaviour.
• To ensure a consistent framework for enforcing consumer protection laws.
• To establish the National Consumer Commission, which oversees consumer rights and complaints.

5. Consumer Rights

As a consumer of Sereni Travel, you are entitled to the following rights:

• Right to Equality and Non-Discriminatory Practices: Consumers are entitled to receive goods and services of high quality, free from discrimination.
• Right to Privacy: Consumers have the right to protect their privacy from unwanted marketing communications, including phone calls, emails, and messages.
• Right to Choose: Consumers are free to make decisions about the products and services they purchase, and to cancel or renew agreements according to the terms of the Act.
• Right to Disclosure of Information: Consumers have the right to clear and transparent information regarding goods and services, including prices, product labels, and contracts.
• Right to Fair and Responsible Marketing: Protection against deceptive marketing tactics, such as bait marketing and negative option marketing.
• Right to Fair and Honest Dealings: Consumers are entitled to be protected from fraudulent schemes, misleading advertising, and unfair practices.
• Right to Fair Terms and Conditions: Consumers have the right to fair, reasonable, and just terms when entering into agreements with suppliers.
• Right to Quality and Safety: Consumers are entitled to goods and services that are of satisfactory quality, safe to use, and free from defects.
• Right to Accountability from Suppliers: Consumers are entitled to seek redress if goods or services do not meet the expected standards.

6. The Scope of the Act

The Act applies to:

• Any transaction occurring within South Africa.
• The promotion or supply of goods and services within South Africa.
• Services provided or performed within South Africa.

7. The Act Does Not Apply To

The Act does not cover:

• Goods or services promoted or supplied to the State.
• Transactions where the consumer is a company who is exempt from the application of the Act.
• Credit agreements regulated by the National Credit Act.
• Employment contracts.
• Collective bargaining agreements.

9. How to Lodge a Complaint

If you wish to lodge a complaint regarding consumer rights or any issues related to Sereni Travel Studio’s services, you may contact us directly for assistance.
Additionally, the Act provides the framework for lodging complaints with the National Consumer Commission, which can investigate and adjudicate complaints.

10. Where to Complain

If you need to address a complaint, you may contact:

Department of Trade, Industry and Competition (dtic)

• Customer Contact Centre: 0861 843 384
• Email: contactus@thedti.gov.za
• Website: www.thedti.gov.za

National Consumer Commission

• Phone: 012 065 1940
• Email: enquiries@thencc.org.za
• e-Services portal: https://eservice.thencc.org.za

11. Sereni Travel Consumer Protection Officer

Sereni Travel has appointed a dedicated Consumer Protection Officer to address and resolve consumer complaints. Should you have any concerns, please feel free to reach out for assistance. We encourage you to contact us directly to resolve any issues promptly.

Contact Information:

• Consumer Protection Officer: Neil Smith
• Telephone: +27 (0)72 480 2595
• Email: neil@serenitravel.com

We value your business and are committed to resolving any concerns you may have in line with your consumer rights.

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