Refund Policy
This policy covers all Magoro Smart Systems offerings: TradeIQ Mentor (Live), NEXACT (Available Now), Ketra Voice (including Ketra Text), WattLink (In Development), and Vendo'ma. Refund decisions comply with mandatory South African consumer law. There is no blanket 30-day forfeiture window for failed upgrades. As per our billing disclosure: "Refunds are provided at our discretion for billing errors or service failures. Cancellation takes effect at the end of the current billing period; no further charges are made after cancellation."
1. General Approach — All Services
Cancellation stops future renewals; it does not automatically trigger a refund for unused time. Subscription and service fees are generally not refundable if you change your mind, do not use the service, or cancel after renewal. This general rule is subject to applicable law and the exceptions below. See Cancellation Policy for how to cancel.
2. Cooling-Off Period (Where the Law Applies)
Where South African law gives you a cooling-off right for your purchase (for example the seven-day right to cancel certain online purchases under the Electronic Communications and Transactions Act), we honour it, including a full refund of the amount you paid within 30 days of your cancellation. That right does not apply to a service that began with your consent before the seven days ended. For our done-for-you services (NEXACT and Vendo'ma setup), submitting your details and paying the setup invoice is your request for us to start work immediately, and work performed with your consent is not covered by the cooling-off right. If you cancel within the cooling-off period before work has started, you receive a full refund. Nothing in this policy limits a right that cannot lawfully be limited.
3. TradeIQ Mentor — Failed Provisioning & Billing Errors
TradeIQ Mentor subscriptions are billed monthly in South African Rand (ZAR) via PayFast: Free R0/mo, Pro R299/mo, Elite R449/mo, Elite Prop R999/mo, Founding Member Pro R149/mo (first 50, spots shown live in Settings → Plan). All card details handled by PayFast.
- Failed upgrade: If PayFast confirms payment succeeded but plan did not activate, email support@magorosmartsystems.co.za with account email, PayFast transaction reference, date, and proof of payment. We will verify and restore entitlement or refund if service cannot be supplied. We aim to acknowledge within 5 business days — service target, not waiver of legal rights.
- Duplicate / overpayment: If records confirm duplicate charge or genuine cash credit, we will refund verified amount to original payment method. Promotional discounts have no cash value.
- Bank timing: Approved refunds via PayFast depend on PayFast, payment method, and bank/card provider for funds to appear.
4. NEXACT — Setup Fees and Monthly Retainer
NEXACT pricing (source of truth per Terms): Starter R2,999 setup + R199/mo, Growth R5,999 + R399/mo, AI Business R9,999 + R799/mo (includes Ketra Voice Lite), Enterprise from R25,000+ custom. Process: Identity Block (Gate 1) → Intake Protocol (Gate 2) → 7-day SLA (Gate 3).
- Setup fees: Non-refundable once Gate 1 and Gate 2 have started (work performed: identity, intake, staging 48-72h). If we fail to deliver staging per SLA due to our fault, we will remedy or discuss appropriate credit.
- Monthly retainer: Covers hosting, business email, security, speed, 1h updates (Growth), reports (AI Business), support. Starts at go-live. Not refundable for unused time after go-live, but you keep domain if paid.
- Client delay: If assets not provided within 7 business days per SLA, timeline pauses — not grounds for setup refund.
5. Ketra Voice & Ketra Text
Ketra Voice add-ons: Ketra Text +R399/mo (R1,500 once-off setup; WhatsApp automation — messaging billed separately by Meta, no markup), Ketra Voice Starter +R899/mo (150 min/mo included, R3.50/min after) or Growth +R1,499/mo (400 min/mo included, R3.50/min after), each Ketra Voice plan with a R2,500 once-off setup that includes your phone number and call forwarding, or bundle NEXACT Growth + Ketra Voice Starter for R1,199/mo.
- Monthly fees not refundable for unused minutes — minutes do not roll over.
- If service fails to provision after successful payment, same failed provisioning process as TradeIQ Mentor applies — we restore or refund.
6. Vendo'ma — Setup Fees and Monthly Fees
Vendo'ma pricing (source of truth per Terms): Starter R1,499 setup + R399/mo, Growth R2,999 setup + R699/mo, Managed Concierge R1,499 setup + R1,999/mo. Process: setup form completed and terms accepted → setup invoice → work starts when the setup fee is paid → go-live.
- Setup fee: If you cancel after paying but before we start work (we will tell you when work starts), you receive a full refund of the setup fee. Once we have started setting up your storefront (business profile, catalog, AI agent or payment link connection), the setup fee is not refundable, because the work has been performed. If we fail to deliver your setup because of our fault, we will remedy it or refund the setup fee in proportion to the work not completed.
- Platform decisions: Meta and payment providers make their own approval decisions. If setup cannot be completed because a platform declines or suspends your account for a reason outside your control and ours, we will refund the setup fee in proportion to the work not yet performed. If the decision is caused by inaccurate information or prohibited products from your side, the setup fee is not refundable.
- Monthly fee: Starts at go-live. Not refundable for unused time after go-live. A verified billing error or duplicate charge will be refunded.
- Third-party costs: Meta messaging charges and payment provider fees are paid to those providers and are not refundable by us.
- Client delay: If your information is not provided within 7 business days of our request, the timeline pauses. That is not grounds for a setup refund.
7. WattLink
WattLink is In Development — no billing yet. When it goes live, these same rules will apply.
8. When to Contact Support
Contact support@magorosmartsystems.co.za if you believe you were charged twice, amount differs from authorized at checkout, payment collected after effective cancellation, or successful payment did not activate plan. Include account email, service name, transaction/invoice reference, date, amount, reason, and supporting evidence. Do not email full card numbers or passwords.
9. Legal Rights — Non-Excludable
This policy does not exclude or limit any refund, withdrawal, cancellation, or other right that cannot lawfully be excluded or limited under South African consumer protection or electronic communications laws. If mandatory law provides a remedy, that law takes precedence. Nothing in these terms excludes consumer rights that cannot lawfully be excluded.
10. How We Process Approved Refunds
Approved refunds normally processed through original payment channel where possible (PayFast for TradeIQ Mentor; the original channel, such as PayFast or EFT, for NEXACT and Vendo'ma). We will review, may ask reasonable follow-up questions, and communicate outcome. Retain cancellation confirmation and payment proof.
11. Contact
For refund requests: support@magorosmartsystems.co.za — Subject: "[Service Name] refund request — [Transaction Ref]" — Pretoria, South Africa — WhatsApp: +27 73 654 1354.