Service Refund Policy

Goods and Services.

The TenderPoint™ platform offers annual subscriptions, specialised once-off and periodic services.

Accepting the Terms.

In order to use the Services, you must firstly agree to the Terms. You may not use the Services if you do not accept the Terms. You can accept the Terms by using the Services. In this case, you understand and agree that TenderPoint™ will treat your use of the Services as acceptance of the Terms from that point onwards.

You may not use the Services and may not accept the Terms if (a) you are not of legal age to form a binding contract with TenderPoint™, or (b) you are a person barred from receiving the Services under the laws of the South Africa or other countries including the country in which you are resident or from which you use the Services.

Cooling-off Period.

Section 44 of the ECT Act may apply to your electronic transactions. If you qualify as a consumer under the Electronic Communications and Transactions Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the service. The transaction must be an electronic transaction – a transaction concluded via (in whole or in part) the website, email, or SMS.

Refund of Services in Terms of Cooling-off Period.

The right to full refund does not apply to any services where you have given us your permission to provide them to you after seven days of accepting your Order.

Pre-Payment.

If the right to cancel does apply and if you have prepaid the price of the services, we will refund you the pro-rata balance of the price of the services within 30 days of the date on which you cancelled the Order and request a refund.

Services.

An unsatisfactory service is one that was not provided in a way or was not of a level of quality that an average person would expect of that type of service. The customer must claim that a service was unsatisfactory.

Statutory Compensation.

We will refund the price or pro-rata balance of any unsatisfactory service that you submit a successful claim for. Refund claims must follow our refunds procedure below.

Choice of Compensation.

Any customer that is also a consumer under the CPA may decide whether we should either, provide them with additional services to remedy or refund them for unsatisfactory service. We will decide how to compensate any of our other customers.

Our Refunds Procedure.

You must use our refunds procedure for claiming for unsatisfactory services, or else we may refuse to process the claim. Our refunds procedure is as follows:

a. Email our Accounts Department at accounts@tenderpoint.co.za within 24 hours of you cancelling the service.

b. We will notify you once we have received the refund claim and we will then investigate as soon as reasonably possible whether the services we provided you were unsatisfactory. We will create a report whether we believe the services were of a level of quality that an average person would expect of that type of service or not.

c. If the services were cancelled too late or our report says that we believe the services were of a level of quality that an average person would expect of that type of service, then we will inform you that we are unfortunately unable to remedy or refund the service. We will send you the written report.

d. If our report says that we believe the services were not of a level of quality that an average person would expect of that type of service, then we will contact you to arrange payment of the refunded amount into a bank account of your choice within 30 days of cancellation.

Dispute Resolution.

If we do not accept that we supplied defective or unsuitable goods, or that we provided an unsatisfactory service, and our customer services department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.

Please note: These Terms apply to all Services provided on the platform unless changed by TenderPoint™. For more information on changes to Terms see our Terms and Conditions.