Refund Policy

1. Overview

This Refund Policy outlines the conditions under which Afrilink Telecoms (Pty) Ltd may provide refunds for our services. This policy is incorporated into our Terms and Conditions.

We are committed to customer satisfaction and will work with you to resolve any issues with our services.

2. Web Hosting Refunds

2.1 Eligible for Refund

• New hosting accounts cancelled within 30 days of signup
• Service not delivered as described
• Persistent technical issues we cannot resolve
• Pro-rata refund for annual plans cancelled after 30 days

2.2 Not Eligible for Refund

• Accounts suspended or terminated for Terms/AUP violations
• Service already used beyond the refund period
• Setup fees and one-time charges
• Add-on services (SSL, backups, security)
• Accounts with excessive resource usage

2.3 Pro-Rata Refunds

For annual hosting plans cancelled after the 30-day period, we may provide a pro-rata refund for unused months at our discretion, minus a R150 early termination fee.

3. Domain Registration

3.1 What's Not Refundable

• Domain registration fees
• Domain renewal fees
• Domain transfer fees
• Domain privacy/protection fees
• Redemption fees for expired domains

3.2 Exceptions

If domain registration fails due to our error and you notify us within 5 days, we will refund the domain fee or attempt registration again.

4. Fiber Internet Services

4.1 Before Installation

• Full refund if cancelled before installation begins
• Partial refund if installation has started but not completed

4.2 After Installation

• 14-day cooling-off period for new installations
• Pro-rata refund for current billing period after cooling-off
• No refund for installation fees after service is active

4.3 Contract Terms

If you have a fixed-term contract, early cancellation may incur a fee equal to the remaining months at a discounted rate. Contact us for specific calculations.

5. Website Creation Services

5.1 Before Work Begins

• Full refund of deposit if cancelled before work begins
• Work is considered "begun" once initial designs are created

5.2 Work In Progress

• Partial refund based on work not yet completed
• You will receive any completed work upon cancellation
• Third-party costs (themes, plugins, stock images) are non-refundable

5.3 After Completion

No refund is available after you approve and accept the completed website. We offer revisions within the scope of your package before final approval.

6. Support Packages

• Monthly support packages: Cancel anytime, no refund for partial month
• Annual support packages: Pro-rata refund for unused months
• Support hours purchased but not used: Non-refundable, may be used within 12 months

7. SLA Service Credits

Service credits issued under our Service Level Agreement:

• Are applied to your next invoice as account credit
• Cannot be converted to cash refunds
• Must be claimed within 30 days of the qualifying incident
• Are capped at 100% of the affected service's monthly fee

8. How to Request a Refund

8.1 Submit Your Request

To request a refund, contact us via:

• Email: billing@afrilinktelecon.co.za
• Support ticket via client portal
• Phone: 076 700 4882

8.2 Information Required

Please include:

• Your account email or customer ID
• Service(s) you wish to cancel/refund
• Reason for cancellation
• Invoice number (if applicable)

8.3 Processing Time

• Refund requests reviewed within 5 business days
• Approved refunds processed within 14 business days
• Refunds issued to original payment method where possible
• EFT refunds may take additional 3-5 business days

9. Consumer Protection Act

In terms of the South African Consumer Protection Act 68 of 2008:

• You have the right to cancel certain transactions within 5 business days of delivery
• This "cooling-off" period applies to direct marketing transactions
• Goods must be returned unused and in original condition
• This does not apply to services already rendered or digital goods already accessed

10. Refund Summary Table

11. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated effective date. The policy in effect at the time of purchase applies to that transaction.