Refund & Cancellation Policy

1. Overview

This Refund and Cancellation Policy outlines the terms under which Catica Connect (Pty) Ltd ("Catica Connect") processes refunds and cancellation requests for services provided. This policy complies with the Consumer Protection Act (CPA) of South Africa and the Electronic Communications and Transactions Act (ECTA).

2. Cooling-Off Period

In accordance with the Consumer Protection Act, clients who purchase services online are entitled to a 5 (five) business day cooling-off period from the date of transaction. During this period:

• You may cancel your order without penalty.
• A full refund will be issued to the original payment method.
• If the service has already been activated, any usage fees incurred during the cooling-off period may be deducted from the refund amount.

3. Cancellation of Monthly Services

For recurring monthly services (e.g., FTTH, FTTB, hosted PBX, Microsoft 365):

• Notice Period: A minimum of 30 (thirty) calendar days' written notice is required to cancel any recurring service.
• Effective Date: Cancellation takes effect at the end of the current billing cycle following the notice period.
• Outstanding Balances: All outstanding charges must be settled before cancellation is finalised.
• Early Termination: If you are on a fixed-term contract, early termination fees may apply as specified in your service agreement. The early termination fee shall not exceed the lesser of the remaining contract value or a reasonable cancellation penalty as per the CPA.

4. Cancellation of Once-Off Services

For once-off project-based services (e.g., custom software development, network design, cloud migration):

• Before Work Commences: Full refund available if cancellation is requested before any work has commenced.
• During Project Execution: A pro-rata refund may be issued based on the work completed to date, as assessed by our project management team.
• After Delivery: No refund will be issued once the service has been fully delivered and accepted by the client.

5. Refund Eligibility

Refunds may be considered in the following circumstances:

• Service Not Delivered: If Catica Connect fails to activate or deliver the ordered service within the agreed timeframe, a full refund will be issued.
• Service Not as Described: If the delivered service materially differs from what was agreed upon and cannot be remedied within a reasonable timeframe.
• Billing Errors: If you have been charged incorrectly or in duplicate, the erroneous amount will be refunded promptly.
• Service Outages: Pro-rata credits may be issued for extended, unplanned service outages as per your SLA (where applicable).

6. Non-Refundable Items

The following are generally not eligible for refunds:

• Setup fees and installation charges once the work has been completed.
• Domain registration fees (due to third-party non-refundable policies).
• Software licences that have been activated (e.g., Microsoft 365 licences).
• Custom development work that has been completed and delivered.
• Services consumed or utilised during the billing period.

7. How to Request a Refund or Cancellation

To submit a refund or cancellation request:

1. Email: Send your request to [email protected] with the subject line "Refund Request" or "Cancellation Request".
2. Include: Your full name, registered email address, order/service reference number, and reason for the request.
3. Acknowledgement: We will acknowledge your request within 2 business days.
4. Processing: Valid refund requests will be processed within 14 business days of approval.

8. Refund Method

Approved refunds will be credited to the original payment method used for the transaction. If this is not possible, an alternative arrangement will be agreed upon with the client. Refunds processed via PayFast will follow PayFast's standard refund processing times.

9. Dispute Resolution

If you are not satisfied with the outcome of your refund or cancellation request, you may escalate the matter by contacting our management team at [email protected]. We are committed to resolving all disputes fairly and in accordance with South African consumer protection legislation.

10. Contact Information

For refund and cancellation enquiries:

• Email: [email protected]
• Phone: 012 012 5075
• Address: 11 Tucana Estate, Cabernet Street, Wilgeheuwel, 1724, South Africa