Refund & Cancellation Policy

1. Your Consumer Rights

Your rights as a consumer are protected under the Consumer Protection Act 68 of 2008 (CPA). This policy operates within the framework of the CPA and does not limit any rights you have under South African law.

2. Hardware and Products

Returns

Products may be returned within 7 days of delivery provided they are:

• Unopened and in original packaging
• Unused and in the same condition as received
• Accompanied by proof of purchase

Items that have been opened, used, or installed are only eligible for return if defective.

Defective Products

If a product is defective on delivery, you are entitled under the CPA to:

• Return the product for a full refund
• Exchange the product for the same item
• Have the product repaired at no charge

Defective product claims must be logged within 6 months of purchase. Contact us at info@paarlit.co.za to initiate a return.

Non-Returnable Items

• Software licences once activated or downloaded
• Items marked as non-returnable at time of purchase
• Products damaged due to misuse or negligence by the customer

Refund Processing

Approved refunds will be processed within 5–10 business days via the original payment method (iKhokha or PayFast). Return shipping costs are the customer's responsibility unless the item is defective.

3. IT Support Services (Callouts)

Cancellations

• More than 24 hours before appointment: Full refund or reschedule at no charge
• Less than 24 hours before appointment: A cancellation fee of 50% of the callout rate applies
• No-show (tech on-site, no access): Full callout fee is charged

Service Disputes

If you are unsatisfied with a completed service, please contact us within 48 hours. We will investigate and, where the fault lies with us, arrange a return visit or issue a credit at no charge.

4. Subscriptions and Managed Plans

• You may cancel your subscription at any time through the customer portal.
• Cancellation takes effect at the end of the current billing period. No refunds are issued for the unused portion of the current month.
• If you cancel due to a material change to the plan that you did not agree to, you are entitled to a pro-rated refund for unused days.
• Subscriptions cancelled via PayFast recurring billing will stop future charges immediately; access continues until the period end.

5. Custom Software Development

• A deposit is required to commence development. This deposit is non-refundable once development has started.
• Each milestone is invoiced upon sign-off by the client. Signed-off milestones are non-refundable.
• If we fail to deliver an agreed milestone within the agreed timeframe without cause, a pro-rated credit will be applied.
• Project cancellation by the client after commencement will be charged for all work completed to date plus the deposit.

6. Payment Reversals

Chargebacks and payment reversals must not be initiated without first contacting us to resolve the dispute. Fraudulent chargebacks will be contested and may result in account suspension.

For legitimate refunds, we will process the reversal through the original payment method:

• iKhokha payments: refunded to the original card within 5–10 business days
• PayFast payments: refunded via EFT or card within 5–10 business days
• EFT/manual payments: refunded via EFT to the account provided

7. How to Request a Refund

To request a refund or cancellation:

1. Email info@paarlit.co.za with your name, order/invoice reference, and reason
2. Or log a support ticket at /support
3. We will respond within 2 business days

8. Contact

Paarl IT
info@paarlit.co.za
+27 21 501 0105