SOFTTECHZ TECHNOLOGY (PTY) LTD Refund Policy

Company: Softtechz Technology (Pty) Ltd
Trading As: Softmeet
Effective Date: June 13, 2025
Website: https://softmeet.co.za

IMPORTANT NOTICE

This Refund Policy governs all refund requests across Softmeet's diverse service offerings. Please read carefully as different services have different refund terms based on their nature and third-party dependencies.

By using Softmeet services, you agree to be bound by this Refund Policy, our Terms and Conditions, and Privacy Policy.

1. SERVICE CATEGORIES AND REFUND ELIGIBILITY

1.1 Digital Communication Services

Basic Services (Data-Free Text Communication):

• Refund Eligibility: Not applicable (free service where data-free agreements exist)
• Service Issues: Technical support provided for platform functionality

Premium Services (Data-Required Features):

• Media Storage (DigitalOcean): No refunds for data usage or storage costs
• Voice/Video Calls (Agora.io): No refunds for communication service usage
• Profile Pictures/Media Viewing: No refunds for data consumption
• Rationale: These services involve immediate consumption of third-party resources

1.2 Subscription Services

Monthly/Annual Subscriptions:

• Refund Period: 7 days from subscription activation
• Eligibility: Limited to technical service failures preventing access
• Pro-rata Refunds: Not available for partial usage periods
• Automatic Renewals: Must be cancelled before renewal to avoid charges

Premium Feature Subscriptions:

• Trial Periods: Full refund if cancelled within trial period
• Feature Access: No refunds once premium features are accessed
• Data Usage: Subscription refunds do not cover associated data charges

1.3 Marketplace Transactions

For Buyers:

• Refund Window: 14 days from delivery confirmation
• Condition Requirements: Items must be unused and in original condition
• Return Shipping: Buyer responsible for return shipping costs
• Digital Goods: No refunds for digital downloads after successful delivery
• Dispute Resolution: Mandatory mediation before refund processing

For Sellers:

• Commission Refunds: Softmeet's 10% commission is non-refundable
• Payment Reversals: Seller refunds processed within 5 business days
• Dispute Losses: Seller responsible for buyer refunds in dispute resolutions

1.4 Affiliate Program

Commission Reversals:

• Subscription Refunds: Affiliate commissions reversed if referred subscription refunded
• Fraudulent Referrals: No refunds for commissions from invalid referrals
• Account Termination: Unpaid commissions forfeited upon affiliate account closure
• Reversal Timeline: Commission reversals processed within 30 days

1.5 Point System

Point Redemptions:

• Cash Withdrawals: No refunds once points converted to cash and transferred
• Point Forfeiture: No refunds for points lost due to account violations
• System Errors: Point restoration only for verified technical errors
• Expiration: No refunds or extensions for expired points (12-month inactivity)

2. REFUND PROCESS AND PROCEDURES

2.1 Initiating Refund Requests

Eligible Requesters:

• Account holder or authorized representative only
• Valid identification required for verification
• Original payment method holder for financial transactions

Required Information:

• Account details and transaction reference numbers
• Detailed reason for refund request
• Supporting documentation (receipts, order confirmations)
• Evidence of service failure (if applicable)

Request Methods:

• Primary: Email to support@softmeet.co.za
• Alternative: Through account settings portal
• Business Hours: Monday-Friday, 09:00-17:00 SAST

2.2 Review and Processing Timeline

Initial Review:

• Acknowledgment within 2 business days
• Eligibility assessment within 5 business days
• Additional documentation requests if needed

Processing Timeline:

• Approved Refunds: 7-14 business days from approval
• Bank Transfers: Standard processing time 3-5 business days
• International Transfers: 7-10 business days additional
• Complex Cases: Up to 30 business days for investigation

2.3 Refund Methods

Available Methods:

• Bank Transfer: Primary method for all refunds
• Original Payment Method: Where technically feasible
• Store Credit: Optional alternative for marketplace transactions

Method Limitations:

• Credit card refunds subject to card issuer processing times
• International wire transfers may incur additional fees
• Cryptocurrency payments require special handling procedures

3. NON-REFUNDABLE SERVICES AND EXCLUSIONS

3.1 Completely Non-Refundable

Third-Party Service Usage:

• Data consumption for DigitalOcean media storage/viewing
• Agora.io voice/video call service usage
• Network provider data charges
• Third-party payment processing fees

Consumed Digital Services:

• Downloaded files and media content
• Used voice/video calling minutes
• Processed marketplace transactions (commission retained)
• Converted points to cash (after transfer completion)

3.2 Time-Based Exclusions

Expired Refund Windows:

• Subscription services beyond 7-day period
• Marketplace items beyond 14-day return window
• Point redemptions after 72-hour processing completion
• Affiliate commissions after 90-day payout

Usage-Based Exclusions:

• Services used beyond trial or grace periods
• Media files uploaded and stored (storage costs incurred)
• Communication services actively utilized
• Premium features accessed and consumed

4. SPECIAL CIRCUMSTANCES AND EXCEPTIONS

4.1 Technical Service Failures

Platform Outages:

• Pro-rata subscription credits for extended outages (>24 hours)
• No refunds for brief interruptions or maintenance
• Third-party service outages (DigitalOcean/Agora) excluded

Data Loss Events:

• Refunds only if data loss due to Softmeet platform failure
• Third-party service data loss (DigitalOcean) handled per their terms
• User-caused data loss not eligible for refunds

4.2 Fraud and Security Issues

Unauthorized Transactions:

• Full investigation required with law enforcement cooperation
• Temporary account suspension during investigation
• Refunds subject to fraud investigation completion

Account Compromise:

• Immediate account security measures implemented
• Refund eligibility based on user security compliance
• Users responsible for securing account credentials

4.3 Legal and Regulatory Requirements

Consumer Protection Compliance:

• South African Consumer Protection Act provisions honored
• Statutory cooling-off periods respected where applicable
• Regulatory authority decisions binding on refund disputes

5. DISPUTE RESOLUTION AND APPEALS

5.1 Internal Dispute Process

First Level Review:

• Customer service team assessment
• Standard terms and policy application
• Resolution within 5 business days

Appeal Process:

• Management review for disputed decisions
• Additional evidence consideration
• Final decision within 10 business days

5.2 External Resolution

Consumer Protection Authorities:

• Right to lodge complaints with relevant authorities
• Cooperation with official investigations
• Binding arbitration acceptance

Legal Proceedings:

• South African jurisdiction for all disputes
• Small claims court for amounts under statutory limits
• Attorney fees not recoverable unless legally required

6. FINANCIAL PROTECTION AND LIABILITY

6.1 Liability Limitations

Maximum Refund Liability:

• Limited to actual amounts paid to Softmeet
• Excludes third-party service costs and data charges
• No liability for consequential or indirect damages

Third-Party Service Disclaimers:

• DigitalOcean storage costs non-refundable
• Agora.io communication service charges excluded
• Network provider data costs remain user responsibility

6.2 Processing Fee Policy

Administrative Fees:

• No processing fees for eligible refunds
• Bank transfer fees may apply for international refunds
• Currency conversion costs borne by requesting party

7. POLICY UPDATES AND MODIFICATIONS

7.1 Change Notification

Update Process:

• 30-day advance notice for material changes
• Email notification to registered users
• Website posting of updated terms

Grandfathering:

• Existing transactions governed by original terms
• New transactions subject to updated policy
• No retroactive application of policy changes

8. CONTACT INFORMATION AND SUPPORT

8.1 Refund Request Contacts

Primary Contact: Email: support@softmeet.co.za
Subject Line: "Refund Request - [Transaction Reference]"

Business Address: Softtechz Technology (Pty) Ltd
Unit 7, 49 De Havilland Crescent, Persequor
Pretoria, 0184, South Africa

Business Hours: Monday - Friday: 09:00 - 17:00 SAST
Response Time: 2 business days maximum

8.2 Documentation Requirements

Required Information:

• Full name and account details
• Transaction reference numbers
• Payment method information
• Detailed refund justification
• Supporting evidence (screenshots, receipts)

9. LEGAL COMPLIANCE AND CONSUMER RIGHTS

9.1 South African Consumer Protection

Statutory Rights:

• Consumer Protection Act 68 of 2008 provisions
• National Credit Act compliance where applicable
• Electronic Communications and Transactions Act adherence

Cooling-Off Periods:

• 7-day cooling-off for distance transactions where applicable
• Exceptions for customized or personalized services
• Digital content exclusions per statutory provisions

9.2 International Users

Cross-Border Transactions:

• Local consumer protection laws may apply
• Currency conversion handled transparently
• International dispute resolution cooperation

10. ACKNOWLEDGMENT AND ACCEPTANCE

By using Softmeet services and submitting any refund requests, you acknowledge that:

• You have read and understood this Refund Policy
• You agree to the terms and limitations set forth herein
• You understand the non-refundable nature of certain services
• You accept the dispute resolution procedures outlined

IMPORTANT DISCLAIMER:

This Refund Policy works in conjunction with our Terms and Conditions and Privacy Policy. In case of conflicts, the most restrictive terms apply to protect service integrity. Softmeet reserves the right to make final determinations on refund eligibility based on individual circumstances and applicable law.

© 2025 Softtechz Technology (Pty) Ltd. All rights reserved.

This Refund Policy is effective as of June 13, 2025, and supersedes all previous versions.