Refund and Cancellation Policy

Effective date: 5 August 2026

1. About this policy

This Refund and Cancellation Policy applies to products and services purchased from Bakalamba Technologies (Pty) Ltd, referred to in this policy as “Bakalamba”, “we”, “us” or “our”.

Our products and services may include:

• ICT consulting and professional services;
• software development and system integration;
• cloud, cybersecurity and managed services;
• software subscriptions and digital platforms;
• training, support and technical services;
• hardware, equipment and related implementation services; and
• other technology and business services agreed to in writing.

This policy must be read together with the applicable quotation, proposal, service agreement, statement of work or order confirmation.

2. Cancellation before work begins

A customer may request cancellation before Bakalamba has started delivering the product or service.

Where no work has started and no third-party costs have been incurred, the customer will generally qualify for a full refund.

Where Bakalamba has already incurred approved or non-recoverable costs, including software licences, equipment orders, supplier deposits, travel bookings or specialist contractor costs, these costs may be deducted from the refund to the extent permitted by law.

3. Cancellation after work has started

Where a customer cancels after work has started:

• Bakalamba will charge for work completed up to the cancellation date;
• approved third-party and supplier costs already incurred will remain payable;
• any remaining refundable balance will be returned to the customer; and
• completed deliverables, licences or materials may only be used once all outstanding amounts have been paid.

The value of work completed will be calculated using the agreed project milestones, hourly rates, monthly charges or pricing set out in the relevant quotation or agreement.

4. Project deposits

Project deposits secure resources, suppliers and delivery capacity.

A deposit may be refundable where cancellation occurs before work begins and before Bakalamba incurs costs.

Once project work, procurement, configuration, development or resource allocation has started, the deposit may be applied to completed work and costs already incurred. Any unused refundable portion will be returned to the customer.

5. Subscriptions and recurring services

Customers may cancel a subscription or recurring service by giving written notice before the next billing date.

Cancellation will prevent future renewals but will not automatically result in a refund for a billing period that has already started.

The customer will normally continue to have access until the end of the paid billing period, unless access must be suspended for security, misuse, non-payment or breach of contract.

Where a separate agreement specifies a notice period, that notice period will apply, subject to applicable law.

6. Digital products, software and licences

Digital products, software licences, API access, activation keys, downloadable material and customised digital solutions are generally not refundable once:

• access credentials or licence keys have been issued;
• the product has been downloaded, activated or accessed;
• configuration or customisation has started; or
• the service has been substantially delivered.

This limitation does not apply where the product is defective, materially different from what was agreed, cannot be delivered, or where applicable law provides the customer with a right to cancel or obtain a refund.

7. Hardware and physical products

A return request for hardware or physical products must be submitted in writing as soon as reasonably possible.

Unless the goods are defective or applicable law provides otherwise, returned goods must be:

• unused;
• complete and in their original packaging;
• accompanied by proof of purchase; and
• returned with all accessories, manuals and components.

Special-order, customised, configured or imported equipment may not be returnable after the supplier order has been placed.

Defective or incorrectly supplied products will be assessed and may be repaired, replaced or refunded in accordance with applicable law and the relevant manufacturer’s warranty.

8. Non-delivery or cancellation by Bakalamba

Where Bakalamba cannot deliver a paid product or service and no suitable alternative can be agreed, the customer will receive a refund for the undelivered portion.

Where a project is partially completed, the customer will be charged only for completed work and properly incurred costs. The remaining refundable balance will be returned.

9. Duplicate or incorrect payments

Customers must notify Bakalamba immediately where:

• the same transaction was charged more than once;
• an incorrect amount was charged;
• payment was made in error; or
• an unauthorised transaction appears on their account.

After verifying the transaction, Bakalamba will refund any confirmed duplicate or incorrect payment.

10. How to request a cancellation or refund

Refund and cancellation requests must be sent to:

Email: yao@bakalamba.co.za
Telephone: +27 81 748 6868
Business address: [INSERT BAKALAMBA’S REGISTERED OR OPERATING ADDRESS]
Country: South Africa

The request should include:

• the customer’s full name or company name;
• invoice or order number;
• Paystack transaction reference, where applicable;
• date and amount paid;
• product or service purchased;
• reason for the request; and
• supporting documents, screenshots or correspondence where relevant.

Bakalamba may request additional information to verify the customer’s identity, payment and entitlement to the refund.

11. Refund assessment and payment

Bakalamba will acknowledge a refund request and assess it against this policy, the applicable agreement and South African law.

Approved refunds will normally be initiated within seven business days after approval.

The time taken for the funds to reflect in the customer’s account may depend on Paystack, the customer’s bank, the card issuer or the payment method used.

Refunds will generally be made to the original payment method. Bakalamba will not normally refund money to an unrelated bank account or third party.

Partial refunds may be issued where only part of the order or service qualifies for a refund.

12. Payment-processing charges

Where a refund is approved, Bakalamba will clearly inform the customer of the approved refund amount.

Any deduction for work completed, products delivered or third-party costs will only be made where permitted by the applicable agreement and law.

13. Chargebacks and payment disputes

Customers are encouraged to contact Bakalamba before initiating a bank or card dispute so that the matter can be investigated and resolved promptly.

This does not remove or restrict any lawful right the customer may have to raise a dispute with their bank or card issuer.

Providing false information, claiming a refund after receiving the agreed value, or initiating an improper chargeback may result in suspension of services and recovery action where legally permitted.

14. Statutory consumer rights

Nothing in this policy excludes or limits any rights available to a customer under the Consumer Protection Act, the Electronic Communications and Transactions Act or any other applicable South African law.

Where applicable law gives the customer stronger rights than this policy, the applicable law will prevail.

15. Changes to this policy

Bakalamba may update this policy when its services, payment processes or legal obligations change.

The policy in effect on the transaction date will generally apply to that transaction, unless the law requires otherwise.

16. Contact

Questions concerning cancellations, refunds or payment disputes may be directed to:

Bakalamba Technologies (Pty) Ltd
Email: yao@bakalamba.co.za
Telephone: +27 81 748 6868
Website: https://bakalamba.co.za
Business address: [INSERT BAKALAMBA’S REGISTERED OR OPERATING ADDRESS]
South Africa