Cancellation Policy

Effective date: 8 October 2026

1. Your Cooling-Off Rights

Distance and unsolicited transactions (CPA section 42 and section 49): where your policy or service agreement was concluded as a distance transaction (for example concluded by telephone, online, or by post without the parties being in the same physical place) or as an unsolicited sale, you have the right to cancel the agreement without penalty or reason within 5 business days after the later of (a) the date the agreement was concluded, and (b) the date you received a copy of the agreement or policy documents. To exercise this right, you must give written notice to us before the end of that period.

Policy-specific cooling-off period: in addition to the CPA right above, our funeral policies allow a 31-day cooling-off period from the date you receive your policy documents. If you cancel within this period and no claim has been submitted, you are entitled to a refund of premiums paid, subject to the short-term cover actually provided during that period.

Where you are unsure which period applies to you, contact us and we will confirm your position in writing.

2. How to Cancel

You may cancel at any time after the cooling-off periods by giving 30 days' written notice. Written notice may be given through any of the following channels:

• Email: info@ngqongqoshefunerals.online (please quote your policy number)
• Branch visit: hand-deliver a signed written notice at any of our branches (19 Henrietta Street, Fort Beaufort, and our other branches) — ask for a dated receipt copy.
• Postal: send a signed letter to our head office postal address.
• Online: via the client portal, or by using our complaints/contact channels listed on the Contact Us page.

Your notice must include your full name, identity number, policy number, the date you wish cancellation to take effect, and your signature. We will confirm receipt of your notice and the effective date of cancellation in writing.

3. Refunds of Premiums

• Within the cooling-off period: you receive a refund of premiums paid, limited to the amount for the short-term cover already provided, provided no claim has been submitted.
• After the cooling-off period: premiums already paid for the current month are not refundable (as cover was already in force), except where required by law.
• Cooling-off cancellations: refunds are processed within 15 business days of receiving your written cancellation notice, to the bank account from which payment was made.
• Normal cancellations: where a refund is due (for example an overpayment or a duplicate payment), it will be processed within 30 calendar days.
• No refunds are due for premiums where cover has lapsed due to non-payment (see section 5).

4. Effect of Cancellation on Cover

Once your cancellation takes effect:

• Cover ceases from the effective date of cancellation and no death benefit will be payable for a death occurring after that date.
• Any waiting period already served is lost. If you re-apply later, a new waiting period applies from the date of the new policy.
• Dependents covered under your policy are also removed from cover.
• Benefits such as tombstone or cash-back benefits (where applicable) end with the policy.
• Your personal information will be retained only for as long as required by law (see our Privacy Notice).

5. Non-Payment and Instalments

Premiums are payable monthly in advance by EFT, ATM deposit, branch payment or stop order, on or before the due date shown on your policy schedule. Ngqongqoshe Funeral Parlour does not operate debit orders.

• A grace period of 7 calendar days after the due date is allowed for late payment, during which cover continues.
• If a premium remains unpaid after the grace period, we will send a payment reminder and your policy may lapse.
• You may not skip payments during the first 6 months of cover. After 6 months you may skip up to 2 months, provided the third month's payment includes all skipped instalments; otherwise the policy lapses and a 3-month reinstatement waiting period applies.
• Where a policy lapses for non-payment, reinstatement (if available) requires payment of all arrears and may require you to complete new paperwork, with new waiting periods.
• Where you believe a debit or stop order was made in error, contact us immediately so that it can be investigated and reversed where justified.

6. Our Right to Cancel or Terminate

We may cancel or terminate cover where:

• premiums remain unpaid after the grace period and reminders;
• fraud or misrepresentation is identified in connection with a policy or claim;
• you breach a material term of the policy or these terms;
• we are required to do so by law or by our regulator.

Where the law requires it, we will give you reasonable written notice of cancellation, together with the reasons and any rights you may have to challenge the decision.

7. Processing Timelines Summary

If you have any questions about cancelling your cover, please contact our team on +27 78 211 6000 or info@ngqongqoshefunerals.online.