RETURNS AND REFUND POLICY

Welcome to Digital Optad! We are delighted that you have chosen our IT services, digital transformations, and hosting solutions. Transparency, fairness, and your complete satisfaction are our top priorities.

In this policy, we explain your rights regarding cancellations, withdrawals, and refunds in clear and understandable language. We strictly adhere to the applicable laws of the Republic of South Africa, in particular the Electronic Communications and Transactions Act (ECTA) and the Consumer Protection Act (CPA). If you have any questions, our team is always happy to help.

Effective Date: April 24, 2026

1. Scope, Contract Formation, and Pricing

This policy applies to all service agreements and digital product purchases concluded between you and Digital Optad via our website or other digital communication channels. A binding contract is formed once we accept your order and commence the provision of our services or digital solutions. All pricing is displayed transparently during the checkout process, and delivery of digital services occurs as specified in your individual service agreement.

2. Your Statutory Right of Withdrawal (Cooling-Off Period)

When you book our services as a consumer (private customer) through our website, South African law protects you. Under Section 44 of the Electronic Communications and Transactions Act (ECTA), you are entitled to a statutory cooling-off period:

• You have the right to cancel the contract within 7 days of concluding the agreement, without providing any reason and without incurring any penalty.
• If the contract was concluded as a result of direct marketing (e.g., unsolicited emails, provided you consented to receive them), Section 16 of the Consumer Protection Act (CPA) grants you a period of 5 business days to cancel the agreement.

3. Important Exceptions to the Right of Withdrawal

Because we operate as a system integrator offering specialized IT services (such as web hosting, domain registration, and custom software), there are legal exceptions where the right of withdrawal does not apply. In accordance with ECTA Section 42(2), cancellation is excluded in the following cases:

• Services Already Commenced: If we have already begun providing the service (e.g., provisioning web hosting or configuring automation systems) with your explicit consent before the end of the 7-day cooling-off period.
• Customized Solutions: For digital products or software that have been designed, developed, or personalized according to your specific requirements (Custom Digital Solutions).
• Domain Registrations: Once a domain has been registered in your name, this process is irreversible and excluded from returns.

4. Regulations for Business Customers (B2B)

Digital Optad supports organizations in scaling and increasing efficiency. Please note that the consumer protection withdrawal rights mentioned above (under ECTA and CPA) apply exclusively to private customers (consumers).

For contracts you conclude with us as a business customer (B2B), the individually agreed contract terms (typically a minimum term of 1 month) and cancellation notice periods apply. There is no statutory right of withdrawal in the B2B sector. We always review and accept agreements on an individual basis to ensure the best solutions for your business.

5. Warranty and Quality of Our Services

We stand for secure, reliable, and integrated digital systems. Should something not function as agreed, we will not leave you stranded.

For Consumers (B2C): Under Section 54 of the Consumer Protection Act (CPA), you have the right to demand high-quality services. If a website, web application, or integration (e.g., WhatsApp or SMS) developed by us exhibits defects or fails to meet the agreed specifications, you have the right to:

• Request a free repair or rectification of the defect.
• If a repair is not possible, demand a reasonable refund of a portion of the purchase price corresponding to the defect.

For Business Customers (B2B): Warranties and service guarantees are strictly governed by the specific Service Level Agreement (SLA) or commercial contract signed between our respective organizations.

6. Liability

We strive to provide uninterrupted and error-free services. However, to ensure fairness and transparency, our liability is clearly defined: Digital Optad accepts full liability for damages caused by our willful default or gross negligence. In cases of ordinary negligence, our liability is limited to foreseeable, direct damages typical for this type of contract. To the maximum extent permitted by South African law, we exclude liability for indirect or consequential losses, such as loss of profits or data.

7. Cancellation and Refund Process

We want to make the process as simple and smooth as possible for you. If you are entitled to cancel a contract or request a refund, please follow these steps:

• Step 1: Contact us by email at contactus@digitaloptad.com and inform us of your cancellation request.
• Step 2: We will review your request promptly (usually within 24 hours) and confirm receipt.
• Step 3: For valid cancellations, we will refund the amount to you within a maximum of 30 days (in accordance with ECTA Section 44(4)).

Refund Method: Refunds are always issued using the same payment method you used for the original transaction (e.g., advance payment, credit card, Capitec Pay, cash on delivery, or invoice), unless we have explicitly agreed otherwise with you. You will not incur any fees for the refund.

8. Data Protection

Your privacy is important to us. Any personal information collected during the returns or cancellation process will be processed securely and strictly in accordance with the Protection of Personal Information Act (POPIA) of South Africa. We only use this data to process your refund, communicate with you regarding your request, and maintain legally required financial records.

9. Alternative Dispute Resolution and Final Provisions

If we cannot reach an immediate agreement, we are always interested in finding a fair solution. In accordance with the laws of the Republic of South Africa, we prefer Alternative Dispute Resolution (ADR). Consumers may escalate unresolved complaints to the Consumer Goods and Services Ombud (CGSO) in South Africa. The place of jurisdiction for all legal matters is Makhanda, Eastern Cape, South Africa.

10. Customer Service and Contact

Do you have questions about your invoice, a service, or this policy? We are happy to help!

Digital Optad (Pty) Ltd
Represented by: Vusimani Kubhayi (CEO)
Company Registration Number: 2023/123456/07
VAT Number: 4123456789
Registered Office: 6139 Makhanda, Eastern Cape, South Africa (ZA)

Email: contactus@digitaloptad.com
Phone: +27 73 839 9465

Our Business Hours:
Monday to Friday: 16:45 to 22:00
Saturday and Public Holidays: 10:00 to 16:00