1. Digital service policy
Stay PTA Ltd sells digital Connection Coupons and platform services. Coupon purchases are credited to the user's wallet and are intended for use inside the Stay PTA platform.
All sales are treated as final once coupons are delivered, except where this policy expressly allows a digital credit return or where applicable law requires otherwise.
2. No cash refunds for used coupons
Coupons used to unlock listing contact details are not refundable in cash. Where a refund is approved, it is normally issued as a digital coupon or wallet credit, not a bank reversal.
3. Unavailable or already-taken room
If a tenant unlocks a listing and discovers that the room is already taken, they should use the platform's refund request option as soon as possible. The standard refund window is 60 minutes from unlock unless Stay PTA approves an exception.
When the landlord confirms or marks the room as occupied, the tenant's coupon may be returned as a digital credit according to the platform rules.
4. Duplicate or failed payments
If a payment succeeds but coupons are not credited, contact support with the payment reference, phone/email used, date, amount, and screenshot where available. Once verified, Stay PTA will credit the correct coupon balance or help resolve the payment status.
Duplicate successful payments may be reviewed and corrected through wallet credit or reversal where the payment provider supports it.
5. Cancellations
Because coupons are digital and can be used immediately, orders cannot usually be cancelled after successful payment and wallet credit. If you made a genuine mistake and have not used the coupons, contact support promptly for review.
6. Non-refundable situations
Refunds are generally not provided where a user changes their mind, chooses not to contact the landlord, fails to attend a viewing, is not accepted by the landlord, pays rent or deposit outside Stay PTA, provides incorrect contact details, or breaches platform rules.
7. Abuse and fraud prevention
Stay PTA may decline refund requests where there is evidence of repeated abuse, false claims, chargeback abuse, attempts to bypass unlock rules, or suspicious payment activity.
8. How to request help
Send refund or cancellation queries to support@staypta.co.za or WhatsApp support with your account email/phone, listing name, unlock time, payment reference, and a clear explanation of the issue.