Pre-order & Refund Policy

1. Scope and Pre-Order Program Overview

1.1 This Pre-Order and Refund Policy ("Policy") governs all advance reservations, pre-orders, deposit credits, and Happy Gut Club founding membership pass purchases placed for Fizzoy, a synbiotic functional soda created by Velobiotics. Commercial pre-orders and pass sales are processed exclusively through our secure Shopify storefronts located at velobiotics.com (US and International orders in United States Dollars, USD) and velobiotics.co.za (South African orders in South African Rand, ZAR).

1.2 Legal Operating Entities: Pre-orders are accepted and fulfilled under our dual-entity commercial operating framework:

• South African Fulfillment & Manufacturing: Velobiotics (Pty) Ltd (Registration Number: 2015/306434/07), Johannesburg, South Africa. Information Officer: Dr. Chomba Chuma.
• United States & International Merchant of Record: Cantobiz Inc DBA Velobiotics US (Delaware stock corporation, File No. 6130903), 1820 Avenue M #1065, Brooklyn, NY 11230, United States.

1.3 This Policy forms an integral part of our commercial terms. By initiating a pre-order transaction on velobiotics.com or velobiotics.co.za, you confirm that you have read, understood, and agreed to be bound by the specific terms, refund procedures, and statutory jurisdictional rights detailed in this document.

2. Pre-Order Reservation Nature and Launch Schedule

2.1 Reservation Status: A pre-order or founding pass purchase placed through our Shopify storefronts constitutes a flexible reservation deposit. A pre-order IS NOT an immediate sale of physical beverage goods in stock.

2.2 Launch Schedule and Production Validation: Commercial production and initial customer dispatches are planned for Q2 2027. This target shipping timeline is subject to final pilot production scale-up, raw ingredient sourcing, stability verification, canned product shelf-life testing, and regulatory clearances in target markets. Target delivery dates are estimates and are not guaranteed arrival deadlines. Velobiotics maintains full discretion over launch scheduling to ensure the highest standards of safety, microencapsulation stability, and beverage quality.

2.3 Sourcing Integrity: To achieve our targets of under 2 grams of sugar, under 30 calories, and an active 16-strain probiotic profile shielded by SCO2 microencapsulation, we employ stringent quality-control testing on incoming dietary fibers and live cultures. Any delays in raw material validation will directly impact production schedules, in which case we will notify you immediately in accordance with our transparent communication policy.

3. 100 Percent Refundable Pre-Order Guarantee

3.1 Full Refund Rights: ALL PRE-ORDERS, STANDARD RESERVATION DEPOSITS, AND HAPPY GUT CLUB FOUNDING PASSES ARE 100 PERCENT FULLY REFUNDABLE AT ANY TIME PRIOR TO PHYSICAL DISPATCH OF GOODS FROM OUR WAREHOUSE.

3.2 How to Claim a Pre-Order Refund: You may request a complete refund of your pre-order deposit or founding pass fee at any time prior to product dispatch without penalty and without needing to provide a reason. To request a refund, simply email fizzoy@velobiotics.com with your order confirmation number and full name, or contact our customer support line at +27 11 392 2550 or WhatsApp +27 71 426 1495. Refunds will be issued back to your original payment method within 5 to 10 business days.

3.3 Return and Cancellation Protections: Upon launch, once products are prepared for physical dispatch, standard retail return policies will apply. Prior to that physical preparation event, your reservation is entirely risk-free and protected by our unconditional money-back guarantee.

4. Pre-Order Program Tiers and Pass Mechanics

4.1 Standard Pre-Order Deposit ($5 USD / R89 ZAR):

• Deposit Credit: Paying a standard pre-order deposit of $5 USD (on velobiotics.com) or R89 ZAR (on velobiotics.co.za) reserves your place in line for initial production batches.
• Cart Application: Upon launch, 100 percent of your deposit ($5 USD or R89 ZAR) will be applied as a direct cash credit toward the purchase price of your first case of Fizzoy (12 x 355 ml cans).
• Cancellation: Fully refundable at any time prior to dispatch upon customer request.

4.2 Happy Gut Club Founding Pass ($10 USD / R180 ZAR):

• Numbered Limited Allocation: Happy Gut Club Founding Passes are strictly capped at 1000 numbered digital passes worldwide (Pass Numbers 1 through 1000).
• Lifetime 15 Percent Discount: Purchasing a Founding Pass for $10 USD (or R180 ZAR) entitles the original pass holder to a lifetime 15 percent discount on all future retail purchases of Fizzoy synbiotic soda and eligible Velobiotics consumer products purchased via our online store.
• Cart Credit: The pass fee of $10 USD / R180 ZAR is credited toward your inaugural order upon release.
• Program Modification or Product Discontinuation Clause: The lifetime 15 percent discount benefit is tied to the commercial availability of the Fizzoy product line. In the event that Velobiotics permanently discontinues the Fizzoy product line or materially restructures its commercial distribution, pass holders will be notified in writing and offered the option of either a full 100 percent refund of their initial pass purchase price or an equivalent merchandise credit for other Velobiotics products.

4.3 Synchronized Shopify Mechanics: When the checkout portal opens for Q2 2027 commercial fulfillment, standard pre-order accounts and Happy Gut Club Founding Pass accounts will be synchronized with Shopify customer profiles. Your registered contact email and telephone number will act as the key to unlock your applied deposit credits and lifetime discount status. If you change your email address before launch, you must notify our customer support team to manually update your profile and preserve your applied benefits.

5. Payment Processing, Currencies, Taxes, and Fees

5.1 Merchant Payment Processing: All financial transactions are processed securely through Shopify Payments and authorized third-party payment gateways (including credit cards, debit cards, Apple Pay, Google Pay, and regional instant EFT solutions). Charges will appear on your card statement as "Velobiotics" or "Shopify Payments".

5.2 Pricing and Currency Display: Transactions are billed in United States Dollars ($ USD) on velobiotics.com for international customers, and in South African Rand (R ZAR) on velobiotics.co.za for South African customers. Local currency display on fizzoy.com is estimated based on exchange rates for informational purposes.

5.3 Taxes, Duties, and Shipping Charges: Pre-order deposits exclude applicable sales tax, Value Added Tax (VAT), customs duties, and final shipping fees. Applicable sales taxes, VAT (15 percent in South Africa), local sales taxes, and shipping rates will be calculated and displayed during final checkout prior to commercial fulfillment.

5.4 Financial Safeguards: All deposit funds are held in secure, segregated merchant accounts dedicated to pre-order liabilities. This structural financial separation ensures that customer deposits are protected, liquid, and fully available for immediate refund execution at any point during our pre-launch window.

6. Delivery Logistics and Shipping Estimates

6.1 Address Responsibility: Customers must ensure accurate shipping address details are maintained in their Shopify account. Address updates can be submitted prior to dispatch by emailing fizzoy@velobiotics.com.

6.2 Estimated Delivery Timelines: Estimated delivery times provided in pre-launch announcements represent projected courier transit times once orders depart manufacturing and fulfillment hubs in South Africa or the United States. Shipping estimates are not guaranteed delivery dates.

6.3 Regional Importation and Customs: International shipments originating from our South African manufacturing base or US warehouse may be subject to customs inspections, regional import taxes, or local administrative handling fees. Velobiotics will provide estimated import details where feasible, but the customer remains the importer of record and is responsible for compliant local customs clearance.

7. Statutory Consumer Rights across Jurisdictions

7.1 United States Federal Trade Commission (FTC) Mail, Internet, or Telephone Order Merchandise Rule:

In compliance with the FTC 30-Day Rule (16 CFR Part 435):

• We project first shipment in Q2 2027. If production delays prevent dispatch within 30 days of any promised delivery window, Velobiotics will provide clear written notification via email.
• Notification will offer you the choice to consent to the revised shipment timeframe or receive an immediate, 100 percent refund.
• If you do not reply or consent to a revised schedule extending beyond 30 days, Velobiotics will automatically cancel your order and issue a full refund within 7 business days.

7.2 South African Consumer Protection Act 68 of 2008 (CPA):

Pre-orders placed in South Africa under CPA Section 17, Section 19, Section 20, and Section 47 enjoy mandatory statutory safeguards:

• Section 17 (Cancellation of Advance Reservation): South African consumers possess a statutory right to cancel any advance booking, reservation, or pre-order. While the CPA permits suppliers to impose a reasonable cancellation charge under certain conditions, Velobiotics completely waives this right, guaranteeing that 100 percent of your prepaid deposit or pass fee is returned with zero deductions.
• Section 19 (Delivery of Goods): Suppliers must deliver goods at the agreed location, date, and time, or within a reasonable timeframe. If a supplier fails to deliver on time, the consumer may terminate the agreement and reject the late delivery. Under our pre-launch model, any delay beyond our estimated Q2 2027 launch gives you the immediate right to cancel and receive a full refund.
• Section 20 (Consumer's Right to Return Goods): Upon receiving the physical beverage, consumers have the right to inspect the goods. If the product is unsuitable, damaged, or does not match the description, the consumer may return the goods within 10 business days for a full refund.
• Section 47 (Pre-Paid Merchandise & Supplier Failure): If Velobiotics accepts a pre-payment for goods and subsequently fails to supply them due to insufficient stock, production termination, or capacity constraints, Velobiotics must return the pre-paid amount in full, together with statutory interest from the date of payment to the date of refund, and compensate the consumer for costs directly resulting from the breach.
• Section 16 (Direct Marketing 5-Day Cooling-Off Right): If a pre-order is placed in response to direct marketing communications, the consumer may cancel the transaction within 5 business days after the agreement was concluded or the goods were delivered, without reason or penalty.

7.3 South African Electronic Communications and Transactions Act 25 of 2002 (ECTA):

In accordance with ECTA Sections 42 through 44 governing electronic transactions:

• Section 44 (Cooling-Off Period): South African consumers who purchase goods online are entitled to a statutory cooling-off period of 7 calendar days after the date of receipt of the goods or after the date of the conclusion of the agreement.
• The consumer may cancel the transaction during this period without providing any reason and without incurring any penalty. The supplier must refund all payments made by the consumer, excluding the direct costs of returning the goods, within 30 days of cancellation.
• Under this Pre-Order Policy, because your funds represent a refundable deposit before dispatch, you can exercise this right at any time, and we will process your refund within 5 to 10 business days instead of the statutory 30-day allowance.

7.4 European Union and United Kingdom Distance Selling Consumer Rights:

For consumers residing in the European Economic Area (EEA) or the United Kingdom, statutory protections under EU Directive 2011/83/EU and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply:

• Statutory Right of Withdrawal: You have the right to withdraw from your pre-order agreement without giving any reason within 14 calendar days from the day the contract is concluded or from the day you receive physical possession of the products.
• To exercise your right of withdrawal, you must notify Velobiotics of your decision through an unequivocal statement sent via email to fizzoy@velobiotics.com or via mail to Cantobiz Inc DBA Velobiotics US, Brooklyn, NY.
• If you withdraw, we will refund all payments received from you, including standard delivery charges, within 14 days of receiving your withdrawal notification. No cancellation fees or administrative penalties will be applied.

8. Refund Execution and Chargeback Guidance

8.1 Processing Timeframe: Approved refunds are processed immediately by our customer service team and returned to your original payment card or bank account via Shopify Payments within 5 to 10 business days, depending on your financial institution.

8.2 Pre-Chargeback Support Request: We kindly ask customers to contact fizzoy@velobiotics.com or WhatsApp +27 71 426 1495 before filing a chargeback or payment dispute with their bank. Because pre-orders are 100 percent refundable upon request, contacting our support team directly ensures an immediate refund without administrative hold delays. Initiating a formal bank chargeback triggers long investigation cycles and freezes funds, whereas our direct customer support team can return your money immediately.

9. Force Majeure and Production Contingencies

9.1 Contingencies Beyond Control: Production and fulfillment of pre-launch functional beverages may be impacted by force majeure events, including raw material supply chain disruptions, microbial strain culture propagation delays, packaging material shortages, transport blockades, extreme weather, government regulations, or industrial actions.

9.2 Transparent Communication: In the event of a force majeure delay, Velobiotics will issue regular progress reports to waitlist and pre-order holders detailing adjusted production timelines.

10. Right to Cancel Pre-Order Programme

10.1 Programme Termination: Velobiotics reserves the right to cancel or discontinue the pre-order campaign or Happy Gut Club program at any time prior to commercial fulfillment.

10.2 Mandatory Full Refund: In the event that the pre-order campaign is cancelled by Velobiotics, all active pre-orders, reservation deposits, and pass fees will be automatically cancelled, and 100 percent of collected pre-order funds will be refunded immediately to customer payment methods.

11. Contact Information for Pre-Order Support

11.1 For pre-order status checks, address changes, or refund requests, please contact our support team:

• Support Emails: fizzoy@velobiotics.com / fizzoy@velobiotics.com
• South Africa Phone: +27 11 392 2550
• WhatsApp Support: +27 71 426 1495
• US Mailing Address: Cantobiz Inc DBA Velobiotics US, 1820 Avenue M #1065, Brooklyn, NY 11230, United States.
• South Africa Address: Velobiotics (Pty) Ltd, Reg No: 2015/306434/07, Information Officer: Dr. Chomba Chuma, Johannesburg, South Africa.