Terms of service

Last updated: January 31, 2025

The Room Key (Pty) Ltd is a company engaged in the manufacturing and retail of luxurious, locally made, all-natural products, as well as the management of high-end remote rental properties. By purchasing our products or booking a stay at our properties, you agree to the following terms and conditions. 

1. Delivery Policy 

Subject to availability and receipt of payment, orders will be processed within 2-5 working days and delivery confirmed via email. Additional shipping costs apply to outlying areas and international orders. The Room Key (Pty) Ltd is not responsible for delays caused by courier services or customs clearance procedures. 

We take care in packaging the products as carefully as possible but cannot be held responsible for any dents or minor cosmetic imperfections caused during courier transit. 

2. Cancellation and Refund Policy 

Products

The provision of goods and services by The Room Key (Pty) Ltd is subject to availability. In cases of unavailability, The Room Key (Pty) Ltd will notify the customer and provide a full refund within 30 days. 

Refunds or exchanges for unwanted items will only be processed if the items are unused, unopened, and in their original packaging. Customers must notify us of any returns within 7 days of receiving their order. Return shipping costs are the responsibility of the customer. 

Property Bookings

For property bookings, cancellation policies vary based on the property booked and the time of cancellation. Customers are encouraged to check specific property cancellation terms before confirming their booking. 

Bookings can be cancelled up to 24 hours prior to occupation without any cancellation fee. If the booking is cancelled within 24 hours, 25% of the booking fee will be charged. 

3. Product Use and Care 

  • Avoid contact with eyes. If irritation occurs, discontinue use immediately.
  • Check for allergens before use. The Room Key (Pty) Ltd is not responsible for allergic reactions to any ingredients in our products.
  • Once opened, use within 6 months to ensure optimal freshness and effectiveness.
  • Store below 25°C / 77°F and keep out of direct sunlight to preserve product quality.
  • Due to the natural formulation, some separation may occur. Shake before use for best results. 

4. Property Rental Terms 

General 

  • This agreement is between The Room Key (Pty) Ltd and the Guest. The Room Key is acting as the agent.
  • The accommodation may not be occupied by anyone other than the guest who has made the booking and their guests. The number of guests staying at the accommodation may not surpass the number advertised on the website https://room.co.za/.
  • Unless otherwise agreed prior to booking, the accommodation may not be used for any purpose other than private accommodation. 

Payments 

  • Full payment is due 7 days before check-in (off-peak season) and 21 days before check-in (peak season). Check-in details are sent on receipt of payment.
  • All payments are to be made in South African Rands (ZAR), free of bank charges.
  • Before making payment, please call the person responsible for your account to verify the bank account details of The Room Key (Pty) Ltd.
  • Certain properties may require refundable deposits. 

Occupation Times 

  • Arrival time is 2:00 PM on the arrival date (unless otherwise specified).
  • Departure time is 10:00 AM on the departure date (unless otherwise specified). 

Liability 

  • Neither the owners of the establishment nor The Room Key accept any responsibility whatsoever for any loss or damage to persons or property of the guests. The premises and facilities are used entirely at the occupant’s own risk. 

Duration 

  • These terms and conditions are valid for the duration of your booking. They may be changed at any time without notice. 

5. Customer Privacy Policy 

The Room Key (Pty) Ltd is committed to protecting the personal information of users. Personal information will be collected, stored, and processed in accordance with the Promotion of Access to Information Act 2 of 2000 (PAIA). We will not sell, rent, or share customer data with any third party unless required by law. 

6. Payment Options Accepted 

Payment may be made via Visa, Mastercard, or bank transfer. Bank transfer details will be provided upon request. Orders and bookings will only be confirmed once full payment has been received and cleared. 

7. Card Acquiring and Security 

Card transactions will be acquired for The Room Key (Pty) Ltd via PayFast and SnapScan, which are the approved payment gateways for all South African acquiring banks. No card details are stored on our website. 

8. Customer Details Separate from Card Details 

Customer details are stored securely by The Room Key (Pty) Ltd and kept separate from payment card details, which are processed on PayFast and SnapScan’s secure platforms. 

9. Merchant Outlet Country and Transaction Currency 

The merchant outlet country at the time of presenting payment options is South Africa, and all transactions are processed in South African Rand (ZAR). 

10. Responsibility 

The Room Key (Pty) Ltd takes full responsibility for all transactions processed on this website, including the sale of goods, customer service, dispute resolution, and delivery of products. 

11. Promotions and Special Offers 

  • Special offers and discounts may not be combined with any other promotion, coupon code, or discount.
  • Promotional offers are subject to change or discontinuation without prior notice.
  • Orders placed and paid for before any promotion change or discontinuation will be honoured at the original promotional rate. 

12. Fraud Protection and Indemnity 

  • The Room Key (Pty) Ltd is not liable for fraudulent transactions made using a customer's payment details.
  • We take necessary precautions to ensure secure transactions, but customers are responsible for safeguarding their payment information.
  • If fraudulent activity is suspected, The Room Key (Pty) Ltd reserves the right to cancel or delay orders and take appropriate legal action.
  • By using this website, the customer indemnifies The Room Key (Pty) Ltd against any claims, losses, damages, or liabilities arising from fraudulent or unauthorised use of payment information. 

13. Country of Domicile 

This website is governed by the laws of South Africa, and The Room Key (Pty) Ltd chooses as its domicilium citandi et executandi for all purposes under this agreement: 

Hout Bay, Cape Town, South Africa

14. Variation 

The Room Key (Pty) Ltd may, at its sole discretion, change these Terms and Conditions or any part thereof at any time without prior notice. Customers are encouraged to review these terms periodically. 

15. Company Information 

This website is operated by The Room Key (Pty) Ltd, a private company registered in South Africa. 

For any inquiries, please get in touch with us at: 

By purchasing from or booking with The Room Key (Pty) Ltd, you agree to abide by these Terms and Conditions.Â