Principle
CallTech does not apply a blanket no-refunds rule. Requests are assessed according to the service stage, work performed, committed costs, the governing agreement and applicable South African law.
1. Before work starts
If a customer cancels before CallTech has started work or committed non-recoverable costs, CallTech will ordinarily refund amounts paid for undelivered services, less any lawful, disclosed and reasonable charges that apply.
2. After work has started
Where work has already been performed, resources reserved or third-party costs incurred, a refund may be reduced by the reasonable value of work completed and legitimate non-recoverable costs, subject to the agreement and law. CallTech will explain the calculation where a partial refund is issued.
3. Digital, configuration and custom project work
Custom configuration, migrations, development, consulting, automation, documentation and project work can become partly or fully consumed as work is performed. Cancellation does not automatically reverse work already delivered. Any remaining undelivered portion will be assessed fairly.
4. Recurring support and retainers
Cancellation notice, billing cycles and minimum terms for recurring managed support, hosting, SLA or automation services are stated in the relevant agreement. Statutory rights under the Consumer Protection Act are preserved where applicable.
5. Incorrect or duplicate payments
If a customer believes a Paystack or other electronic payment was duplicated, entered incorrectly or linked to the wrong invoice, contact admin@calltech.co.za promptly with the transaction reference. CallTech will investigate and, where appropriate, initiate a refund through the payment channel.
6. Service not available
If CallTech cannot supply a paid service and no reasonable alternative is agreed, the undelivered amount will be refunded as required by applicable law and the agreement.
7. How to request a refund or cancellation
Email admin@calltech.co.za with the customer or company name, invoice or quotation number, transaction reference, service concerned, amount paid, reason for the request and preferred contact details. Do not send card credentials.
8. Refund timing
Approved refunds are submitted as soon as reasonably practicable through the available payment method. Bank and payment-network processing times may apply after CallTech initiates the refund. Where legislation prescribes a deadline, the statutory deadline applies.
9. Chargebacks and disputes
Customers are encouraged to contact CallTech first so the underlying service or billing issue can be investigated. This does not remove any lawful cardholder dispute rights.
10. Statutory rights
This policy is intended to operate consistently with the Electronic Communications and Transactions Act, Consumer Protection Act and other applicable South African law. If a mandatory statutory right conflicts with this policy, the statutory right prevails.