Additional Policies

Welcome to Vista Ventures Pty Ltd’s Additional Policies page. These policies complement our standard Shopify policies (Returns Policy, Privacy Policy, Terms of Service, and Shipping Policy) to ensure transparency, protect your privacy, safeguard our business, and provide a seamless shopping experience for customers worldwide, including the USA, Canada, UK, Australia, South Africa, and future markets in Asia (e.g., Japan, China, India, Singapore, South Korea). All transactions are processed in South African Rand (ZAR) via Payfast. By shopping at www.vistaventuresglobal.com, you agree to these policies. For questions or concerns, email us at support@vistaventuresglobal.com.

Vista Ventures Guarantee

We are committed to ensuring customer satisfaction and reducing disputes that could lead to chargebacks, offering a robust guarantee to protect both you and our business.

• Coverage: This guarantee applies if your item is not delivered within 3 business days past the estimated delivery date, arrives defective, or does not match the product description. Contact us within 14 calendar days of the expected delivery date or receipt at support@vistaventuresglobal.com with your order number, a detailed description, and photos (if applicable).

• Resolution Process: We will acknowledge your request within 24 hours, respond fully within 48 hours, and resolve the issue (e.g., refund, replacement, or store credit) within 5 business days. Resolution options depend on stock availability and the nature of the issue, and we may request additional evidence (e.g., tracking details, proof of defect).

• Mandatory Dispute Resolution: You must attempt to resolve the issue with us before initiating a chargeback with your bank or payment provider (e.g., Payfast). Failure to follow this process will result in the chargeback being contested, and you may incur a R500 administrative fee if we successfully dispute it with evidence (e.g., proof of delivery, communication records).

• Double Refund Prevention: Claims under this guarantee are void if you have already received a refund, replacement, or store credit, or if you have filed a chargeback with your bank. Attempting to obtain duplicate remedies may lead to account suspension, legal action, and reporting to fraud networks.

• Privacy Protection: Personal information shared during the resolution process (e.g., order details, photos, contact information) is handled securely per our Privacy Policy, with access limited to authorized personnel and retained for 5 years or 7 years for transaction-related disputes.

Chargeback Policy

We aim to resolve all payment disputes directly to protect our business from the financial and operational impact of chargebacks, ensuring a fair process for all parties.

• Definition: A chargeback occurs when you dispute a transaction with your bank or payment provider (e.g., Payfast) instead of contacting us, often citing non-delivery, defective items, or unauthorized charges.

• Mandatory Pre-Chargeback Procedure: Chargebacks can only be approved by your payment provider if you have first followed our dispute resolution process. You must email support@vistaventuresglobal.com within 7 calendar days of the delivery date (or expected delivery date if undelivered) with your order number and issue details. We will respond within 48 hours and resolve the matter within 5 business days, or within 11 days if required by payment processor timelines. Failure to comply voids your chargeback eligibility unless exceptional circumstances (e.g., proven non-contactability) apply, subject to our discretion and evidence review.

• Privacy-Related Disputes: If your chargeback claim relates to data usage or privacy concerns (e.g., unauthorized sharing), you must first lodge a complaint via our Privacy Policy process. Non-compliance may result in the chargeback being contested, with potential legal action and a R500 fee.

• Chargeback Fees and Penalties: Initiating a chargeback without following the required procedure may incur a R500 administrative fee if we successfully dispute it with evidence (e.g., delivery confirmation, email correspondence). Repeated violations may lead to account suspension or blacklisting.

• Fraudulent Chargebacks: We reserve the right to pursue legal action against fraudulent chargebacks, report incidents to credit bureaus, law enforcement (e.g., South African Police Service), and fraud prevention networks (e.g., CIFAS), and permanently blacklist the customer.

• Evidence Retention: We retain all transaction records (e.g., order confirmations, payment receipts, tracking details, customer communications) for 7 years to contest chargebacks, complying with South African tax laws (SARS requirements) and fraud prevention needs. Data is encrypted and stored per our Privacy Policy.

• Payment Processor Cooperation: We collaborate with Payfast to review chargeback claims, providing evidence within their stipulated timelines (e.g., 11 days). Customers are encouraged to work with us directly to avoid delays or denials.

Payment Policy

We process payments securely via Payfast in South African Rand (ZAR), accommodating international customers with transparent terms to prevent disputes.

• Accepted Payment Methods: We accept credit/debit cards (Visa, Mastercard, American Express), EFT, Paystack (for African customers), Amazon Pay (USA/UK), UnionPay (China), UPI (India), and other methods displayed at checkout. Availability varies by region and may change without notice.

• Currency and Conversion: Prices are displayed in local currencies (e.g., USD, CAD, GBP, AUD, JPY, CNY, INR, SGD, KRW) using real-time exchange rates for convenience (e.g., $6.09 ≈ R110.78 as of May 21, 2025). Payfast processes all payments in ZAR, and your bank may apply a 1-3% foreign transaction fee, for which we are not liable. The final ZAR amount is shown before confirmation, and we are not responsible for exchange rate fluctuations, bank fees, or currency restrictions (e.g., China’s SAFE regulations).

• Payment Verification: Payments are verified within 24-48 hours. If verification fails (e.g., insufficient funds, fraud flags), we’ll notify you via email to retry within 48 hours, or the order will be canceled without liability.

• Recurring Payments: For subscriptions or pre-orders, you’ll receive a clear notification and must provide explicit consent at checkout. Cancel recurring payments by emailing support@vistaventuresglobal.com at least 7 days before the next billing cycle, with confirmation sent within 24 hours. Past payments are non-refundable unless covered by our Returns Policy.

• Fraud Prevention: We employ advanced fraud detection tools (e.g., Shopify Fraud Analysis, IP monitoring) and may request ID verification (e.g., government-issued ID, utility bill) for orders above R5,000 or flagged as high-risk. Verification data is processed per our Privacy Policy. Suspected fraud results in order cancellation, blacklisting, and reporting to authorities.

• Disputes and Chargebacks: Report payment errors (e.g., double charging, unauthorized transactions) to support@vistaventuresglobal.com within 7 days with your order number. We’ll investigate within 5 business days and resolve per our Chargeback Policy. Initiating a chargeback without prior contact is considered a breach, and we may contest it, seek legal recourse, and report to credit bureaus.

• Finality: Payments are final upon successful processing unless a refund is approved under our Returns Policy. We do not offer price adjustments for post-purchase price drops or promotional changes.

Delivery and Shipping Policy

We deliver to multiple regions, ensuring reliable service while protecting our business from delivery-related disputes.

• Order Processing: Orders are processed within 2-5 business days after payment verification, excluding weekends and public holidays (e.g., South Africa’s Youth Day on June 16). You’ll receive a confirmation email with an estimated dispatch date.

• Shipping Times (Estimates, Not Guaranteed):

  • USA & Canada: 7-21 business days

  • UK: 7-21 business days

  • Australia: 10-20 business days

  • South Africa: 15-25 business days

  • Asia (once available): 10-30 business days

• Shipping Costs: Calculated at checkout based on location, weight, and carrier rates (e.g., R99.28 for South Africa). Costs are non-negotiable, excluding taxes/duties (see Tax Policy).

• Carriers: We use DHL, FedEx, SA Post, or local postal services at our discretion. We are not liable for carrier delays, losses, damages, or customs seizures; file claims directly with the carrier within their policy period (e.g., 30 days for DHL).

• High-Value Orders: Orders exceeding $200 USD require mandatory insurance and signature upon delivery, at your expense (typically 2-5% of order value). Refusal to comply may result in cancellation without refund.

• International Shipping: You are responsible for customs fees, duties, taxes, and compliance with import/export laws (e.g., India’s BIS, China’s CCC, EU’s REACH). Non-compliance may lead to seizure, return, or abandonment, with no refund unless due to our error.

• Supplier Compliance: Suppliers must provide accurate shipment notifications within 24 hours of dispatch, use durable, scannable packaging (e.g., GTIN-14 barcodes), and ensure products are adequately protected (e.g., bubble wrap for jewelry). Non-compliance may result in order cancellation, a 10% handling fee, or legal action against the supplier. Supplier-shared data (e.g., tracking, compliance documents) is handled per our Privacy Policy.

• Tracking: A tracking number is emailed upon shipment. Monitor it via the provided link and ensure someone is available to receive the package.

• Delivery Issues: Report delays or losses within 7 days of the expected delivery date to support@vistaventuresglobal.com. We’ll coordinate with the carrier and offer a resolution (e.g., refund, replacement) at our discretion, subject to evidence review.

• Non-Delivery Claims: We are not liable if tracking confirms delivery or if you provided incorrect shipping details. For “delivered but not received” claims, contact the carrier within 48 hours to file a claim. We are not responsible for stolen packages post-delivery.

• Undeliverable Packages: After three failed delivery attempts, packages may be returned to us or abandoned. You’ll cover reshipping costs (if applicable) or forfeit a refund, with a 10% handling fee.

• Force Majeure: We are not liable for delays or non-delivery due to natural disasters, pandemics, government restrictions (e.g., South Africa’s lockdown measures), or other uncontrollable events. Notifications will be sent via email or website updates.

Fraud Prevention Policy

We implement stringent measures to protect our business and customers from fraudulent activities, reducing chargeback risks.

• Order Screening: We use Shopify’s Fraud Analysis tools, IP monitoring, and behavioral analytics to identify suspicious orders (e.g., mismatched billing/shipping addresses, multiple orders from one IP with different accounts, rapid bulk purchases). Such orders may be held for review or canceled without notice.

• Verification: For orders above R5,000 or flagged as high-risk, we may request ID verification (e.g., passport, driver’s license, utility bill). Data is encrypted and processed per our Privacy Policy, with retention limited to 90 days unless required for legal disputes.

• Shipping Address Changes: To prevent fraud, we prohibit changes to the shipping address after order placement. If a change is needed, cancel the order and place a new one with the correct address. Non-compliance voids our fraud protection, may result in cancellation, and could trigger further investigation.

• Prohibited Activities: Creating multiple accounts to exploit promotions, submitting false information (e.g., fake reviews, payment details), or engaging in money laundering is strictly forbidden.

• Consequences: Suspected fraud leads to order cancellation, account suspension, blacklisting, and reporting to law enforcement (e.g., Hawks in South Africa) and fraud networks (e.g., CIFAS). We may pursue civil or criminal action for damages.

• Customer Responsibility: Use valid payment methods and accurate details to avoid disruptions. Notify us immediately of compromised accounts via support@vistaventuresglobal.com.

International Sales Policy

We support global customers while ensuring compliance and protecting our business from cross-border issues.

• Currency Conversion: Payments are processed in ZAR via Payfast, with prices displayed in local currencies (e.g., USD, JPY) using real-time rates. Your bank handles conversion, potentially adding a 1-3% fee, for which we are not liable. The final ZAR amount is confirmed before payment.

• Customs and Duties: You are responsible for all customs fees, duties, taxes, and compliance with import/export laws (e.g., U.S. Customs Service, EU VAT, China’s CCC). We provide commercial invoices, but delays or seizures due to your non-compliance are not our responsibility.

• Data Sharing for Customs: Your personal information (e.g., name, address, order details) may be shared with customs authorities, brokers, or carriers to facilitate shipping, as outlined in our Privacy Policy. We ensure data is transmitted securely and only as required.

• Timely Customs Documentation: We provide customs documentation (e.g., commercial invoice, packing list) within 4 days for ocean freight or on the day of departure for air freight, per international standards. Delays due to your failure (e.g., missing import permits) are your responsibility.

• Conversion Fee Refunds: If your bank’s conversion fee exceeds 3%, submit a refund request within 7 days with proof (e.g., bank statement) to support@vistaventuresglobal.com. We’ll review and process eligible claims within 10 business days.

• Export Compliance: We comply with South African export laws and international regulations (e.g., U.S. Export Administration Regulations, UN sanctions). Orders violating these laws or targeting restricted regions (e.g., embargoed countries) will be canceled without refund.

Customer Support Policy

We prioritize responsive support to resolve issues, protect customer privacy, and prevent chargebacks.

• Contact Options: Reach us via email at support@vistaventuresglobal.com or live chat (9 AM - 5 PM SAST, Monday-Friday, excluding public holidays).

• Response Time: We acknowledge inquiries within 24 hours, provide a full response within 48 hours, and aim to resolve issues within 48 hours for standard cases or 5 business days for complex matters (e.g., delivery disputes).

• Escalation: If unsatisfied, email escalation@vistaventuresglobal.com with your case reference. We encourage direct resolution over chargebacks to avoid fees.

• Privacy Protection: Support interactions (e.g., emails, chat logs) are encrypted, stored for 5 years per POPIA, and accessed only by authorized staff. Sensitive data (e.g., payment details) is redacted unless required for resolution.

• Availability: Outside live chat hours, use email. We monitor accounts 24/7 for urgent fraud reports.

Product Use and Warranty Policy

Our products (e.g., jewelry, silicone food bags) are designed for specific uses, with warranties to protect both you and us.

• Intended Use: Jewelry is for personal adornment; silicone bags are for household food storage. Products are not suitable for medical, industrial, or hazardous purposes. Jewelry poses a choking hazard for children under 3 and should be kept out of reach.

• Customer Responsibility: Follow care instructions (e.g., hand-wash silicone bags, avoid water exposure for certain jewelry). We are not liable for damage, injury, or loss from misuse, neglect, or improper storage (e.g., exposing jewelry to chemicals).

• Allergies and Materials: Jewelry may contain nickel, alloys, or other materials. Review product descriptions and care labels. We are not liable for allergic reactions unless caused by a manufacturing defect not disclosed at purchase.

• Warranty Coverage: Items carry a 14-day warranty against manufacturing defects (e.g., broken clasps, faulty seals), starting from delivery date. Contact us within 14 days with photos and order details; we’ll inspect and offer a replacement or refund if verified.

• Exclusions: No warranty applies to “as is” items, wear and tear (e.g., tarnishing after 14 days), or misuse. Third-party modifications (e.g., resizing jewelry) void warranty claims unless pre-approved.

• Privacy Note: Warranty claim data (e.g., photos, personal details) is processed per our Privacy Policy, retained for 5 years, and used only for resolution or legal purposes.

Cancellation Policy

We allow cancellations with clear conditions to protect our business from losses.

• Before Shipment: Cancel within 24 hours of ordering by emailing support@vistaventuresglobal.com with your order number. A 10% cancellation fee applies to cover payment processing and administrative costs.

• After Shipment: Cancellations are governed by our Returns Policy, with you covering return shipping unless the item is defective due to our error.

• Non-Cancelable Orders: Custom or personalized items (e.g., engraved jewelry) cannot be canceled after 24 hours due to production commitments.

• Chargeback Prevention: Cancellation requests must be made through us, not via chargeback, to avoid a R500 fee and potential legal action if contested.

Anti-Corruption Policy

We uphold ethical standards in all operations, protecting our business from legal and reputational risks.

• Prohibited Conduct: Offering, accepting, or facilitating bribes, kickbacks, or improper payments to influence business decisions is strictly forbidden, per the U.S. Foreign Corrupt Practices Act, UK Bribery Act, and South Africa’s Prevention and Combating of Corrupt Activities Act.

• Reporting Mechanism: Report suspected violations to compliance@vistaventuresglobal.com with details (e.g., date, parties involved). We will investigate confidentially and report to authorities if required.

• Consequences: Violations result in immediate termination of relationships, blacklisting, legal action for damages, and mandatory reporting to regulatory bodies (e.g., South African Revenue Service, U.S. SEC).

Tax Policy

We ensure tax compliance across jurisdictions, shifting responsibility where appropriate.

• Customer Responsibility: You are liable for local taxes, duties, and fees (e.g., VAT in the UK, GST in Canada, sales tax in the USA), which may be collected at checkout or upon delivery. Non-payment may lead to customs delays or seizures.

• Our Compliance: We collect and remit taxes as required by South African law (e.g., VAT under SARS) and other jurisdictions where applicable. If not collected at checkout, you must settle with your tax authority.

• Disputes: We are not liable for tax disputes, penalties, or fines due to your non-compliance. Resolve these directly with your tax authority.

• Refunds: For VAT or consumption tax refunds (e.g., EU, Japan), follow your local process. We provide invoices upon request but are not responsible for refund outcomes.

• Record Keeping: We retain tax-related records for 7 years, per SARS requirements, to ensure audit readiness.

Dispute Resolution Policy

We provide a fair process to resolve conflicts, protecting both parties and reducing legal exposure.

• Informal Resolution: Submit disputes to support@vistaventuresglobal.com with your order number and issue details. We will respond within 5 business days and aim to resolve within 15 calendar days.

• Binding Arbitration: If unresolved, disputes go to binding arbitration in South Africa under AFSA rules, conducted in English, unless local consumer laws (e.g., EU’s ADR Directive) mandate a different venue. Arbitration costs are split initially, with the prevailing party recoverable.

• Class Action Waiver: Disputes must be resolved individually; class actions or representative claims are prohibited.

• Time Limit: Claims must be raised within 1 year of the incident, based on SAST, or they are waived.

• Privacy Note: Dispute-related data (e.g., correspondence, evidence) is encrypted and retained for 5 years, per our Privacy Policy.

Affiliate and Partnership Policy

We engage affiliates and partners ethically to protect our brand and business.

• Eligibility: Affiliates must apply and be approved in writing, agreeing to this policy and our Terms of Service.

• Promotional Guidelines: Promotions must be truthful, disclose affiliate relationships (e.g., per FTC guidelines), and avoid spam, misleading claims, or prohibited content (e.g., adult material). Use only approved marketing materials.

• Prohibited Actions: Misrepresenting our brand, using illegal methods (e.g., phishing), or violating intellectual property rights is forbidden.

• Termination: We may terminate partnerships with 7 days’ written notice or immediately for breaches, forfeiting unpaid commissions.

• Liability: We are not liable for affiliate actions; affiliates indemnify us against claims (e.g., lawsuits, fines) arising from their conduct.

• Data Handling: Affiliate-shared customer data (e.g., leads) is processed per our Privacy Policy.

Environmental Policy

We promote sustainability while limiting our liability.

• Practices: We source eco-friendly materials (e.g., recyclable silicone bags), optimize shipping routes, and encourage recycling through product packaging instructions.

• Compliance: Products comply with environmental laws (e.g., EU’s REACH, South Africa’s National Environmental Management Act). You are responsible for local disposal per your regulations.

• Liability: We are not liable for environmental harm from misuse, third-party actions (e.g., supplier non-compliance), or natural degradation post-delivery.

Accessibility Statement

We strive for inclusivity, ensuring privacy tools are accessible.

• Commitment: We adhere to WCAG 2.1 Level AA, supporting keyboard navigation, screen readers, and sufficient color contrast. Accessibility is tested quarterly using tools (e.g., WAVE) and user feedback.

• Privacy Tool Accessibility: Cookie consent popups, opt-out forms, and support interfaces are designed for screen readers and keyboard use. Report issues to support@vistaventuresglobal.com for a 5-day response and 30-day resolution target.

• Limitations: Third-party integrations (e.g., Payfast) may have accessibility gaps, which we address with vendors where possible.

• Feedback: We welcome suggestions to improve accessibility, ensuring all users can manage their privacy settings.

Cookie Policy

We use cookies responsibly, complying with global privacy laws.

• Types and Purposes:

  • Essential Cookies: Enable core functions (e.g., cart, checkout). Non-disableable, lasting for the session.

  • Analytics Cookies: Track usage (e.g., Google Analytics) to improve services. Anonymized where possible, retained for 2 years.

  • Marketing Cookies: Deliver personalized ads, requiring consent. Retained for 2 years or until opted out.

  • Fraud Prevention Cookies: Enhance security (e.g., session verification). Essential, session-based.

• Management: Accept or decline non-essential cookies via our consent popup at first visit. Adjust preferences in browser settings or email us to revoke consent (processed within 48 hours). Disabling may impair functionality.

• Third-Party Cookies: We are not liable for third-party practices (e.g., Google’s data use); review their policies for details.

• Compliance: Meets GDPR, CCPA, and POPIA requirements, with clear opt-out options to avoid privacy disputes.

Acceptable Use Policy

This governs site use to protect our business and users.

• Permitted Use: Lawful activities (e.g., browsing, purchasing, posting reviews) per our Terms of Service.

• Prohibited Actions:

  • Submitting false or fraudulent data (e.g., fake reviews, payment details).

  • Harassment, hacking, data scraping, distributing malware, or money laundering.

  • Creating multiple accounts to exploit promotions or returns.

• User-Generated Content: Reviews must be honest, relevant, and non-defamatory. We may remove or edit content at our discretion, notifying you via email.

• Bulk Purchasing: Limits apply (e.g., 10 units per product) to prevent abuse, adjustable at our discretion.

• IP Logging: We log IPs for security and fraud prevention, detailed in our Privacy Policy, retained for 90 days unless legally required.

• Consequences: Violations result in account suspension, blacklisting, legal action, and reporting to authorities.

Do Not Sell or Share My Personal Information

We handle your data transparently, avoiding practices that led to Facebook’s scrutiny.

• Data Practices: We may share personal information (e.g., name, email) with third parties (e.g., ad partners, analytics providers) for targeted advertising, considered a “sale” or “sharing” under CCPA. This is opt-in, with clear disclosure at collection.

• Opt-Out: Use the Global Privacy Control (GPC) signal in your browser, or email support@vistaventuresglobal.com to opt out. GPC requests are honored per device/browser within 48 hours.

• Details: See our Privacy Policy for full data collection, usage, and sharing practices, including cross-border transfers and security measures.

• Facebook Lesson: Unlike Facebook’s past issues with unclear consent and data misuse, we ensure explicit opt-in, limit data retention (5-7 years), and provide robust opt-out mechanisms to avoid regulatory action.

Data Breach Response Policy

We protect your privacy and our business by addressing breaches proactively.

• Detection and Response: We monitor systems 24/7 for breaches (e.g., unauthorized access). Upon detection, we isolate affected systems, investigate within 24 hours, and notify affected customers within 72 hours (GDPR) or as required (e.g., 48 hours under China’s PIPL).

• Notification: You’ll receive an email with breach details, mitigation steps, and your rights (e.g., data access, deletion) if impacted.

• Mitigation: We implement fixes (e.g., patches, enhanced encryption) and cooperate with authorities (e.g., South Africa’s Information Regulator).

• Liability: We are not liable for breaches caused by your actions (e.g., weak passwords) or third-party failures (e.g., Payfast), but we’ll assist in resolution.

• Retention: Breach-related data is retained for 7 years for legal purposes, per our Privacy Policy.

Terms Enforcement Policy

We enforce our terms to prevent misuse, learning from Facebook’s lax oversight.

• Monitoring: We review user activity (e.g., reviews, purchases) to ensure compliance with our Terms of Service and policies.

• Violations: Breaches (e.g., fraudulent orders, policy abuse) result in warnings, account suspension, or termination, with notification via email.

• Appeals: Appeal decisions by emailing compliance@vistaventuresglobal.com within 7 days, with a response within 10 business days.

• Legal Action: Persistent violations may lead to lawsuits, damages claims, and reporting to regulators (e.g., U.S. FTC, South Africa’s CPA).

• Privacy Note: Enforcement data (e.g., IP logs, account details) is processed per our Privacy Policy.

Intellectual Property Policy

We protect our brand and respect your rights, avoiding infringement disputes.

• Our Rights: All content (e.g., logos, product images) on www.vistaventuresglobal.com is our intellectual property or licensed to us. Unauthorized use (e.g., reproduction, distribution) is prohibited.

• Your Rights: Report infringement (e.g., counterfeit products) to support@vistaventuresglobal.com with evidence. We’ll investigate within 5 business days and take action (e.g., removal, legal notice).

• Third-Party Claims: We are not liable for infringement by suppliers or customers; you indemnify us against claims arising from your uploads (e.g., reviews with copyrighted images).

• Compliance: We adhere to DMCA and South African Copyright Act requirements, processing takedown requests promptly.

Governing Law

These policies are governed by South African law, including the Consumer Protection Act, 2008, and the Protection of Personal Information Act, 2013. Disputes are resolved per our Dispute Resolution Policy, with consideration for local consumer laws (e.g., EU’s Consumer Rights Directive).

Language and Translation Disclaimer

Our policies are provided in English, the official language of Vista Ventures Global. Translated versions (e.g., via Google Translate) are for convenience; the English text is legally binding in disputes. Request official translations by emailing support@vistaventuresglobal.com.

Last updated: May 21, 2025