Booking Terms: Virtual Appointments, Showroom Visits and Call-Backs

Document code: RJ-LS-20

Version: 1.0

Version date: 6 October 2026

Effective date: on publication

Issued by: Ralph Jacobs SA (Pty) Ltd (reg. 2019/101093/07) and Ralph Jacobs NZ Limited (company no. 9334729) — see Where We Sell for which company you deal with

These terms apply when you:

• book a virtual appointment, a video consultation with one of our team;
• book a showroom visit at Shop 6B, Lake Umuzi Waterfront, 1 Kiewiet Street, Secunda; or
• ask us to call you back.

By booking, you accept these terms. They are short on purpose. Anything you buy afterwards is governed by our Terms and Conditions and the policies they refer to, not by these booking terms.

If you are not sure yet where an order would be delivered, we will tell you during the appointment which company would sell to you.

• We do not charge for a virtual appointment, a showroom visit or a call-back.
• A booking is not an order. You do not have to buy anything, and nothing you say in an appointment commits you to a purchase.
• We do not hold prices or stock for you because you booked. A piece or stone you saw is not reserved unless we confirm a reservation in writing. A quote is valid for 7 days unless it says otherwise (Terms, section 7).
• An appointment is not a valuation or an appraisal. Our team can tell you about a piece. A formal valuation is a separate service (Valuations and Appraisals).

• Your booking is confirmed when you receive our confirmation by e-mail, SMS or WhatsApp. If you do not receive one, the booking has not gone through. Please contact us.
• To change or cancel, use the link in your confirmation, or contact the sales address for your country (section 9). Please give us at least 24 hours’ notice, so that we can offer the time to someone else. There is no charge for cancelling or changing.
• If you are running late, let us know. We will keep your appointment open for 15 minutes. After that, we may need to move you to another time, especially if someone else is booked after you.
• If we have to change or cancel, we will tell you as soon as we can and offer you another time. If we cannot reach you in time, we apologise. We do not pay compensation for a missed or moved appointment, except where the law requires it.
• If you miss appointments repeatedly without letting us know, we may ask you to confirm by telephone before we accept another booking.

Our showroom holds high-value jewellery, diamonds and gemstones. These rules keep you, our team and the stock safe.

• Showroom visits are by appointment, so that a member of our team is free to help you and the right pieces are ready.
• We may ask to see identification before showing loose diamonds or high-value pieces, and we may need to verify your identity before a purchase, as the Financial Intelligence Centre Act requires (Payments and Verification). We do that through our secure page at kyc.ralphjacobs.org, never by taking copies at the counter or by e-mail.
• Pieces are shown one or a few at a time, and stay in the showroom until they are bought and paid for in full.
• The showroom is monitored by CCTV, for security. How we use and keep footage is explained in our Privacy Notice.
• Children must be supervised by the adult who brought them.
• We may decline, shorten or end a visit if we reasonably believe there is a risk to safety or security, or if anyone is abusive to our team. We will treat you fairly and politely if we do.
• Bringing your own jewellery for sizing, inspection, cleaning or comparison: we will record each item on a receipt before we take it, including its description and the value you declare. If you are only showing it to us, it stays with you. See Returns, Refunds and Repairs, section 9A.
• Accessibility: if you need any adjustment to visit us, such as step-free access, extra time or a quieter time of day, tell us when you book (Accessibility).

• We hold virtual appointments by video call. Your confirmation tells you which service we will use and how to join. You need a device with a camera, microphone and internet connection, and you pay your own data or call costs.
• Colour and size on screen are not exact. A camera and your screen change how a metal, diamond or gemstone looks. What you see on a video call is a guide, not a guarantee of how the piece looks in person. This is the same as our photographs and videos (Returns, section 8C).
• Neither of us records the call without the other’s agreement. If you would like a record, ask us to e-mail a summary afterwards. We may take written notes of your requests so that we can quote accurately.
• Do not show us identity documents or bank cards on camera. If we need to verify your identity, we will send you a link to our secure page at kyc.ralphjacobs.org (Payments and Verification).

• We call you back on the number you give us, at or close to the time you choose, during our business hours. If we cannot reach you after two attempts, we will send you a message and ask you to rebook.
• We call only about what you asked about. A call-back request is not consent to marketing. We will not add you to any marketing list unless you separately agree (Privacy Notice, section 9).
• Our team will never ask you for a password, an OTP (one-time PIN), or your full card number over the telephone. If someone claiming to be from Ralph Jacobs does, end the call and tell us at sales@ for your country.

We never send banking details, or changes to banking details, during an appointment, on a call or by WhatsApp. We publish them in one place only: https://payments.ralphjacobs.org. Always check them there before you pay (Payments and Verification, section 2A).

When you book, we collect your name, contact details, the time you chose, and what you would like to discuss. If you visit the showroom, we may also see your identification, and the showroom CCTV records your visit. We use this information only to arrange and hold your appointment, to answer your request, to keep the showroom secure, and to meet our legal obligations. It is handled under our Privacy Notice, and cookies on the booking page are covered by our Cookie Policy.

To book, change or cancel, or with any question:

Nothing in these terms limits your rights under the law. If you buy something after an appointment, section 8A of our Terms and Conditions tells you whether a cooling-off right applies to that purchase.

If you are unhappy with how a booking or appointment was handled, see Complaints or e-mail complaints@ralphjacobs.org.

Previous versions of these terms are kept at ralphjacobs.org/versions/.