This Refund & Cancellation Policy explains how cancellations and refunds are handled for services and products provided by Coastal Tech Solutions ("we", "us" or "our"). It forms part of our Terms & Conditions. By making a payment or starting a subscription, you agree to this policy.
Contents
1. General principles
We want you to be satisfied with what you pay for. This policy sets out when you are entitled to a refund, when charges are non-refundable, and how to cancel. Different rules apply depending on whether you have a recurring subscription, a once-off service, or a mentorship booking.
All payments are processed in South African Rand (ZAR) through our secure payment provider, PayFast. Approved refunds are returned to the original payment method used for the purchase.
2. Software subscriptions (Syncra, Zenti)
Our software products are billed on a recurring subscription basis (monthly or annually):
- Cancel anytime. You may cancel your subscription at any time. Cancellation stops future renewals — your access continues until the end of the billing period you have already paid for, and it will not renew after that.
- Recurring charges are non-refundable. We do not provide partial refunds for the unused portion of a billing period once it has started, unless required by law.
- Accidental or duplicate charges. If you are charged in error, more than once, or after cancelling, contact us within 30 days and we will investigate and refund any incorrect charge in full.
- Annual plans. If you cancel an annual plan, it will not renew for the following year. Refunds for the current annual term are considered on a case-by-case basis and are not guaranteed.
- Price changes. If we increase your subscription price, we will notify you in advance. If you do not accept the new price, you may cancel before it takes effect.
3. Free trials
Where a product offers a free trial (for example, Syncra's 30-day free trial, no card required):
- No payment is taken during the trial period.
- You may cancel at any time before the trial ends and you will not be charged.
- If a payment method is on file and you do not cancel before the trial ends, your subscription begins and the applicable fee is charged. Standard subscription rules (section 2) then apply.
4. Once-off services & projects
This covers IT support, computer repairs, website builds and similar project-based work.
Deposits
Where a deposit is required to begin work, it secures your booking and covers initial planning and resources. Deposits become non-refundable once we have begun work on your project.
Cancelling before work begins
If you cancel a booked service before we have started, you may request a refund of any deposit paid, less any costs already incurred on your behalf (for example, third-party licences, hosting or hardware purchased for your project).
Cancelling after work has begun
If you cancel after work has started, you are liable for the portion of work completed up to the cancellation date. Any amount paid in excess of the work completed will be refunded; any shortfall will be invoiced.
Completed work
Once a service has been delivered and accepted, or a website has gone live, the work is considered complete and fees are non-refundable. We will, however, correct any faults that fall within the agreed scope at no extra charge.
Hardware & third-party costs
Amounts paid to third parties on your behalf — such as hardware, domain names, hosting, licences or paid plugins — are non-refundable once purchased, as these are outside our control.
5. Mentorship & lessons
- Mentorship sessions may be rescheduled with at least 24 hours' notice at no charge.
- Sessions cancelled with less than 24 hours' notice, or missed without notice, may be charged in full.
- Pre-paid lesson packages are refundable for any unused, unbooked sessions, less an administration fee where applicable. Sessions already delivered are non-refundable.
6. How to request a cancellation or refund
To cancel a subscription or service, or to request a refund, contact us using any of the methods below and include:
- Your name and the email address linked to your account or order;
- The product, service or invoice number concerned;
- The reason for the cancellation or refund request.
You can reach us at info@coastaltechsolutions.co.za or via WhatsApp on +27 61 159 9744. We aim to acknowledge all requests within 2 business days.
Tip: For subscriptions, cancelling before your next renewal date is the quickest way to avoid being charged for the following period.
7. How refunds are processed
- Approved refunds are made to the original payment method used for the purchase, via PayFast.
- Once approved, refunds are typically processed within 5–10 business days, though the time for the funds to reflect depends on your bank or card provider.
- We will keep you informed of the status of your refund by email.
8. Your consumer rights
Nothing in this policy limits your rights under South African law, including the Consumer Protection Act, 2008 and the Electronic Communications and Transactions Act, 2002. Where those laws grant you a right to a refund or to cancel, those rights apply in addition to this policy.
9. Contact us
Questions about this policy? We're happy to help:
- Email: info@coastaltechsolutions.co.za
- WhatsApp: +27 61 159 9744
- Location: Durban, South Africa