Refund Policy

Last updated: January 2025

At Softechware, we stand behind the quality of our services. This Refund Policy explains the terms and conditions under which refunds may be provided for our various services and products.

1. General Refund Principles

We are committed to customer satisfaction and will consider refund requests on a case-by-case basis. Our refund policy varies depending on the type of service provided:

  • Custom software development projects
  • Subscription-based services (Softennect, Sofsecure)
  • Consulting and professional services
  • Training and support services

2. Custom Software Development

Project-Based Development

  • Planning Phase: Full refund available within 7 days of project start
  • Development Phase: Partial refund based on work completed, minus 25% administrative fee
  • Testing Phase: No refund available unless we fail to deliver agreed functionality
  • Deployment Phase: No refund available once project is delivered and accepted

Milestone-Based Projects

For projects with defined milestones, refunds are calculated based on incomplete milestones only. Completed and accepted milestones are non-refundable.

3. Subscription Services

Softennect

  • Monthly Subscriptions: 7-day money-back guarantee for new customers
  • Annual Subscriptions: 30-day money-back guarantee for new customers
  • Usage-Based Charges: Non-refundable once services are consumed
  • Setup Fees: Refundable within 14 days if service is not activated

Sofsecure

  • Security Assessments: 50% refund if cancelled before assessment begins
  • Monitoring Services: Pro-rated refund for unused months
  • Emergency Response: Non-refundable once services are engaged
  • Training Programs: Full refund if cancelled 48 hours before start date

Softegrate

  • Integration Services: Refund available before development starts
  • API Access: Pro-rated refund for unused subscription periods
  • Custom Connectors: Refund based on development progress

4. Consulting and Professional Services

  • Hourly Consulting: Payment for actual hours worked is non-refundable
  • Retainer Agreements: Unused hours refundable at end of contract period
  • Strategic Planning: 48-hour cancellation policy with full refund
  • Implementation Services: Refund based on work completed and deliverables provided

5. Refund Request Process

How to Request a Refund

  1. Contact our support team at support@softechware.co.za
  2. Provide your account details and reason for refund request
  3. Include relevant documentation (contracts, invoices, communication records)
  4. Allow 5-10 business days for review and response

Required Information

  • Account or customer reference number
  • Invoice number and payment details
  • Detailed explanation of the refund request
  • Supporting documentation if applicable

6. Processing Times

Approved refunds will be processed as follows:

  • Credit Card Refunds: 5-10 business days
  • Bank Transfer Refunds: 3-5 business days
  • PayPal Refunds: 1-3 business days
  • Cryptocurrency Refunds: Case-by-case basis

7. Non-Refundable Items

The following items are generally non-refundable:

  • Third-party software licenses purchased on your behalf
  • Domain registration and SSL certificate fees
  • Emergency support services already provided
  • Custom development work that has been delivered and accepted
  • Training sessions that have been completed
  • Data recovery services (successful or unsuccessful)

8. Dispute Resolution

If you disagree with our refund decision, you may escalate the matter to our senior management team. We are committed to fair resolution and will review all disputes thoroughly. If necessary, disputes may be resolved through mediation or arbitration in accordance with South African law.

9. Force Majeure

In cases where services cannot be delivered due to circumstances beyond our control (natural disasters, government actions, pandemics, etc.), we will work with you to find a mutually acceptable solution, which may include service credits, deferrals, or refunds.

10. Policy Changes

This refund policy may be updated from time to time. Changes will be posted on this page and will apply to services purchased after the effective date of the change. Existing contracts will be governed by the policy in effect at the time of purchase.

Contact Information

For refund requests or questions about this policy, contact us:

Email: support@softechware.co.za

Phone: +27 64 541 7128

Address: 264 Cradock Avenue, Lyttelton, Centurion, South Africa