Related policies

This policy should be read together with our Terms of Service and our Refunds and Returns Policy. This policy covers stopping or changing an order before it is charged or dispatched. Once a product has been delivered, our Refunds and Returns Policy governs your rights to a refund, replacement, or repair.

Once-off orders

You may cancel a once-off order at any time before it has been dispatched by emailing hello@thismoment.co.za with your order number. If we have not yet dispatched the order, we will cancel it and refund any amount paid in full to your original payment method within 10 business days.

Once an order has been dispatched, it can no longer be cancelled. If you no longer want the product, please refer to our Refunds and Returns Policy for your options on delivered goods, including the 7-day cooling-off right and the 30-day unopened-product return window.

Subscription orders

Subscriptions are processed manually by our team and are not automatic recurring debits. There is no minimum commitment and no cancellation fee.

Before each scheduled order, we will contact you by email or WhatsApp with a secure payment link for that order. You do not pay, and we do not dispatch anything, until you complete that payment link.

You can pause, skip, or cancel your subscription at any time by emailing hello@thismoment.co.za. If you let us know before we send the payment link for your next order, we will not send it. If you let us know after a link has been sent but before you've paid it, we will cancel the link. If you've already paid, that order will still be processed - see 'Effect of cancellation' below.

Failed payments

If you do not complete payment for a scheduled order within a reasonable time of receiving the payment link, that order will be skipped and we will follow up with you before your next scheduled order.

Effect of cancellation

Cancelling or pausing a subscription does not affect an order you have already paid for. That order is covered by our Refunds and Returns Policy.

Pausing or cancelling your subscription does not affect your subscription discount. If you resume a paused or cancelled subscription, your original discount will still apply.

If we send you a payment link for an order after you've told us to pause, skip, or cancel, let us know and we will cancel that link, or refund you in full within 10 business days if you already paid it.

Price changes

If the price of a subscription product changes, we will notify you by email or WhatsApp before applying the new price to any future order, giving you the opportunity to cancel or amend your subscription before sending the payment link.

Questions

If you have any questions about cancelling or changing an order, contact us at hello@thismoment.co.za and we will respond within two business days.

Last updated: 7 May 2026