This Refund Policy explains how ANVEXIQ TECHNOLOGIES (PTY) LTD (“ANVEXIQ”, “we”, “us” or “our”) assesses refund requests for services and digital products. It forms part of our Terms & Conditions and should be read with the applicable quotation, order, subscription terms or statement of work.
We do not apply a blanket “no refunds” rule. We also do not apply fixed refund percentages or arbitrary administrative penalties. Each request is assessed on its facts, the work performed, the terms agreed and the rights you have under applicable law.
1. General approach
When you ask for a refund, we will consider:
- what was agreed in the applicable quotation, order, subscription terms or project agreement;
- what has been delivered, performed or made available to you;
- whether the service or deliverable is defective, incomplete or not as agreed;
- whether work, costs or third-party commitments were properly incurred on your instructions;
- whether the request arises from a billing error, duplicate charge, service failure, cancellation or your change of mind; and
- any right or remedy required by law.
Where a refund is approved, we aim to return the amount through the original payment method where that is possible. We do not add a charge simply because you ask us to review a refund request.
2. SaaS subscriptions
Refund eligibility for a SaaS subscription depends on the subscription terms, the service actually delivered and your statutory rights. We will assess requests relating to:
- Billing errors: an incorrect amount, incorrect billing period or incorrect account being charged. We will correct a verified error and refund any overpayment.
- Duplicate charges: a duplicate transaction or repeated charge for the same period. We will investigate with the payment provider and refund a verified duplicate.
- Service failures: a material failure to provide the subscribed service. Depending on the circumstances, we may repair the service, provide a workaround, extend the affected period, provide a credit or refund the affected amount.
- Cancellation: cancellation is handled under the Cancellation Policy. Fees for a period already used or due are not automatically refundable merely because you cancel; any refund or credit will be assessed under the subscription terms and applicable law.
- Unused prepaid periods: where a subscription was prepaid and you cancel, we may consider a credit or refund for an unused period where the subscription terms or law provide for it. We will explain the calculation.
If a subscription renews automatically, the applicable checkout or order will disclose the renewal terms. A failure to cancel before a renewal does not by itself remove a statutory right you may have.
3. Custom software development
Custom software is built to an agreed scope, so refund entitlements depend on the work and commitments involved. We will distinguish between:
- Deposits: a deposit secures capacity and may be applied to work performed or committed costs. It is not automatically non-refundable; we will account for the work and commitments actually made.
- Milestones: amounts invoiced for completed and accepted milestones are generally due, subject to any defect remedy or statutory right. Amounts paid in advance for milestones not yet performed will be assessed for refund or credit.
- Approved work: work you approved, accepted or put into use is treated as delivered, subject to correction of material non-conformities within the agreed scope.
- Undelivered work: where we have not performed agreed work and have no proper committed cost or legal basis to retain the amount, we will refund or credit the undelivered portion.
- Cancellation: if you cancel a project, we will reconcile work performed, deliverables provided, third-party costs and commitments properly incurred. We will not retain an amount merely as a penalty.
Any refund will be assessed against the project agreement, the acceptance process and the evidence of work performed. We will provide a clear explanation of the calculation on request.
4. Consulting and implementation services
For consulting, configuration, implementation, integration and support services:
- Completed work: fees for work actually performed are generally due. If the work is defective or does not meet the agreed scope, we will correct it or consider an appropriate remedy.
- Prepaid services: where you prepaid for time or services that have not been performed, we will assess a refund or credit for the unperformed portion, taking into account any committed third-party costs.
- Unperformed services: if we cannot or do not perform agreed services for reasons within our control, we will refund or credit the unperformed portion, without prejudice to any other remedy.
- Appointments: cancellation of a consulting appointment is handled under the Cancellation Policy. Work already performed and properly incurred expenses remain payable.
5. Digital products and licences
Where we supply a digital product, downloadable material, licence or access credential, the position depends on delivery and the terms of the licence. We will consider:
- whether the product or access was delivered as described;
- whether it has a defect that we cannot reasonably correct;
- whether access was not provided or was withdrawn without a lawful reason; and
- any statutory exception that applies to digital content or a licence that has already been supplied or accessed.
We will not rely on a blanket exclusion where the law gives you a remedy for defective digital content, misdescription or non-delivery.
6. How to request a refund
Send your request to info@anvexiq.co.za with the subject “Refund request” and include:
- your name, company and contact details;
- the invoice, order, subscription or project reference;
- the payment date, amount and payment method;
- the reason for the request and the outcome you are seeking; and
- any supporting information, such as a receipt, error message or description of the service issue.
Please do not send full card numbers, passwords, one-time codes or unnecessary sensitive information. We may ask for additional information needed to verify the transaction or investigate the issue.
We will acknowledge the request, review the relevant records and communicate our decision. If we need more time because a payment provider or third party must be consulted, we will explain what is outstanding. Our target is to deal with requests promptly and within any period required by law.
7. How approved refunds are processed
Approved refunds are returned through the original payment method where possible. If that is not possible, we will discuss a lawful alternative with you. Where PayFast or another payment provider processed the original payment, the provider may control the return route and processing time; we will provide the information we receive.
Refunds are made in the original currency where practicable. Bank, card, payment-provider or currency-conversion charges imposed by a third party are outside our control. We will not deduct an arbitrary administrative penalty from an approved refund. Any lawful deduction will be explained and supported.
If you believe a charge is incorrect, please contact us before raising a chargeback so that we can investigate. Raising a chargeback does not remove any right you have, and we will cooperate with the payment provider’s process.
8. Statutory remedies and complaints
Nothing in this policy replaces a remedy available under the Consumer Protection Act, 2008, the Electronic Communications and Transactions Act, 2002 or another applicable law. If you are a consumer and a service is defective, not as described or not supplied, you may have a right to repair, replacement, a refund or another remedy.
If you are unhappy with our decision, please contact the Information Officer at info@anvexiq.co.za or telephone +27 82 529 2885 so that we can review the matter. You may also approach the relevant consumer authority or court where the law allows.
Please also read our Terms & Conditions, Privacy Policy and Cancellation Policy.