Bitlogiq — [Company Name] (Pty) Ltd
Effective date: [Effective Date] · This policy forms part of our Terms and Conditions.
Email info@bitlogiq.co.za from your account email address and identify the service you wish to cancel.
Summary
| Service | Cancel | Refund |
|---|---|---|
| SaaS or hosting, monthly | Any time, effective at the end of the current month | Full refund within 7 days of your first purchase; after that, no refund for the current month |
| SaaS or hosting, annual (Consumers) | Any time, on 20 business days’ notice | Unused portion, less the annual discount you received (section 5) |
| SaaS or hosting, annual (business customers) | Stops the plan from renewing | Full refund within 7 days of your first purchase; after that, no refund for the current term |
| Domain registration, renewal or transfer | Stops future renewals | Non-refundable once submitted to the registry |
| Digital Products | Not applicable | Within 7 days if not yet downloaded or accessed; afterwards only if defective |
| Setup and Professional Services | Any time, in writing | Fees paid, less work done and third-party costs incurred |
| Third-party licences and SSL certificates | Stops future renewals | Non-refundable once issued, unless the third party refunds us |
How to cancel
You can cancel a Service in your account dashboard or by emailing info@bitlogiq.co.za from your account email address. Please tell us which Service you are cancelling. We will confirm your cancellation in writing within 2 business days, and it takes effect from the date we receive your request. Cancelling a subscription also stops future card charges or debit orders for that subscription.
Cooling-off period and 7-day money-back guarantee
Cooling-off (Consumers). If you are a Consumer and bought online, section 44 of the ECT Act lets you cancel within 7 days after concluding the agreement, without reason or penalty.
Our 7-day guarantee (everyone). We extend the same 7-day full refund to every new customer, including businesses, on their first purchase of a SaaS Subscription or hosting plan. Email us within 7 days of your first payment.
The cooling-off period and guarantee do not cover:
domain registrations, renewals and transfers, which are completed with the registry immediately;
Digital Products you have downloaded, accessed or activated with a licence key, after asking for immediate delivery (ECT Act section 42(2));
Professional Services that began, at your request, before the 7 days ended (ECT Act section 42(2)) — you pay only for work already done;
third-party licences and SSL certificates once issued; and
accounts suspended or terminated for a breach of our acceptable use rules.
The guarantee applies once per customer.
Monthly plans
You can cancel a monthly plan at any time. Your Service continues until the end of the month you have paid for, and then stops. We do not refund partial months, except under section 3 or section 8.
Annual and other fixed-term plans
5.1 Consumers. Under section 14 of the CPA, you may cancel a fixed-term plan at any time on 20 business days’ written notice. We may charge a reasonable cancellation charge, which we calculate as the annual discount you have received. Your refund is:
Amount paid for the term, minus (standard monthly price × number of months started, including the 20-business-day notice period)
For example, if you paid R1,200 for an annual plan whose standard monthly price is R120 and you cancel after 4 months, your notice runs into month 5. Your refund is R1,200 − (R120 × 5) = R600. If the result is zero or less, no refund is due and nothing further is payable.
5.2 Business customers. Annual plans are a commitment for the full term, in exchange for the discounted price. After the 7-day guarantee, fees for the current term are not refundable, but you can cancel at any time to stop the plan from renewing. Section 14 of the CPA does not apply to agreements between juristic persons.
5.3 Renewals. We will remind you before a fixed term ends, as set out in clause 8 of our Terms and Conditions. If you are charged for a renewal you did not want, tell us within 7 days of the renewal date and we will cancel it and refund it in full.
Upgrades and downgrades
Upgrades take effect immediately. You pay the pro-rata difference for the rest of your current billing cycle.
Downgrades take effect at the start of your next billing cycle. We do not refund the difference for the current cycle.
Before you downgrade, make sure your data fits the new plan’s limits.
Domains, licences and Digital Products
Domains. Registry fees are paid to the registry as soon as we submit your order, so domain fees are not refundable. If a registration or transfer fails for reasons that are not your fault, we will refund you in full or credit your account, as you prefer.
Third-party licences and SSL certificates. These are not refundable once issued, unless the provider refunds us, in which case we pass that refund on to you.
Digital Products. Because Digital Products cannot be returned once downloaded or accessed, they are not refundable after that, except under section 8. Before download or access, you can cancel within 7 days for a full refund.
Faulty services and defective products
If a Service is not provided with reasonable care and skill, or a Digital Product is defective or not as described, tell us within 30 days of becoming aware of the problem. If you are a Consumer, sections 54 to 56 of the CPA also give you rights to have a defective service remedied or a reasonable portion refunded, and a defective product repaired, replaced or refunded.
We will first try to fix the problem or replace the product within a reasonable time, normally 10 business days.
If we cannot fix it, we will refund the fees paid for the affected Service for the affected period, or the price of the Digital Product.
Missed uptime targets are compensated with service credits, as set out in clause 6 of our Terms and Conditions.
Professional Services and setup fees
You may cancel Professional Services at any time in writing. We will refund what you have paid, less the value of work completed up to the cancellation date (at the rates in your quote or SOW) and any third-party costs we incurred for you. If the value of work done exceeds what you have paid, we will invoice you for the difference. Once-off setup fees are not refundable once setup has been completed, except under section 3 or section 8.
Cancellation or suspension by us
If we discontinue a Service, or cancel your Service because of an event beyond our control that lasts more than 30 days, we will refund prepaid fees for the unused period.
If we suspend or terminate your Service because you did not pay or because you breached our Terms and Conditions, no refund is due for the current billing period.
How refunds are paid
Refunds are paid to the original payment method. If that is not possible, we pay by EFT to a bank account in your name, after verifying your bank details.
We process refunds within 30 days of the cancellation or approval date, as section 44(3) of the ECT Act requires. Most refunds reach you within 7 to 10 business days.
Refunds are paid in the currency in which you paid. We are not responsible for exchange-rate differences or fees your bank charges.
Please contact us before you raise a chargeback with your bank. We will usually resolve the issue faster.
Your data after cancellation
After your Service ends, you have 30 days to export your data. We then delete it, as set out in clause 10 of our Terms and Conditions and in our Privacy Policy. Please download anything you need before you cancel or before the 30 days end.
Complaints
If you are unhappy with a refund decision, email info@bitlogiq.co.za. We will acknowledge your complaint within 2 business days and aim to resolve it within 10 business days. If you are a Consumer and we cannot resolve it, you may refer it to the Consumer Goods and Services Ombud or the National Consumer Commission.