Complaint Regarding Cancellation Fee – Contradiction with Sections 17(5), 14, and 48 of the Consumer Protection Act

On 07 December 2025, my family and I had a confirmed booking to travel from Bloemfontein to Cayley Mountain Resort in the Drakensberg. Unfortunately, while en route, we received urgent notification that my brother‑in‑law had been hospitalized. As he is the primary caregiver for his mother, we were compelled to divert our journey to Vredefort and subsequently to Parys Hospital. We informed the Resort of our situation, but they insisted, citing the Consumer Protection Act, that they would neither refund nor reschedule our booking. After analyzing the Consumer Protection Act, I have found that their position is in contradiction with Sections 17(5), 14, and 48 of the Act.