1. Introduction
This Refunds & Cancellations Policy explains how MKTECHSUPPORT handles requests to cancel orders, obtain refunds or terminate services.
It applies, where relevant, to technology products, computer repairs, technical services, hosting, domain services and other services supplied by MKTECHSUPPORT.
The rights and remedies available depend on the type of transaction, the circumstances and applicable South African law.
This policy should be read together with our Terms & Conditions, Returns & RMA Policy and Payment Policy.
Nothing in this policy removes or limits mandatory statutory consumer rights.
2. Refund Eligibility
A customer may be entitled to a refund in circumstances including:
- Qualifying defective or unsafe goods.
- Incorrectly supplied products where a refund is an applicable remedy.
- Eligible statutory cancellation rights.
- Orders that cannot be fulfilled.
- Duplicate or incorrect payments.
- Services not supplied as agreed, where a refund is required by law or contract.
- Other circumstances where a refund is legally due.
Refund requests will be assessed according to the relevant transaction and applicable legal rights.
3. Refunds for Defective Products
Under section 56 of the South African Consumer Protection Act, qualifying goods are covered by an implied warranty of quality.
Where the statutory requirements are met, a consumer may return defective goods within six months after delivery and elect a repair, replacement or refund, subject to the Act.
MKTECHSUPPORT will respect the consumer's applicable statutory choice of remedy.
A manufacturer or supplier warranty does not replace mandatory statutory obligations owed by MKTECHSUPPORT.
See our Product Warranty Policy.
4. Incorrect or Misdescribed Products
If MKTECHSUPPORT supplies an incorrect product, customers should contact us with their order details.
We will investigate the issue and provide an appropriate remedy in accordance with applicable law.
Where a refund is the applicable remedy, it will be processed according to the relevant legal requirements.
5. Online Purchase Cooling-Off Rights
The Electronic Communications and Transactions Act provides a cooling-off right for certain qualifying electronic transactions.
Where applicable, a consumer may cancel a qualifying transaction for goods within seven days after receiving them, without reason and without penalty.
For qualifying services, the statutory period may run from the date the agreement is concluded.
The Act contains exceptions for certain goods, services and transaction types.
Where section 44 applies, refunds will be made within the period prescribed by the Act, generally within 30 days of cancellation.
The consumer may be responsible for the direct cost of returning goods where the Act permits that cost.
6. Change-of-Mind Cancellations
Customers may wish to cancel an order or return a product even when the product is not defective.
Where no statutory cancellation or return right applies, the request will be considered under any voluntary return or cancellation arrangement expressly offered by MKTECHSUPPORT.
Customers should contact us before returning goods so that the available options can be confirmed.
Voluntary conditions will not override statutory rights.
7. Cancelling a Product Order
Customers who wish to cancel a product order should contact MKTECHSUPPORT as soon as reasonably possible.
Whether cancellation is available and any applicable conditions may depend on the order status, product type and legal requirements.
Orders that have already been dispatched may require an appropriate return process.
MKTECHSUPPORT will explain the relevant options and any lawful charges before processing the request.
9. Repair Booking Cancellations
Customers who wish to cancel a repair booking should contact MKTECHSUPPORT as soon as possible.
Where no work has started, any refund or cancellation arrangements will depend on the agreed terms and applicable law.
If authorised diagnostics or repair work have already been performed, lawful charges for completed work may apply.
Charges for replacement parts or special orders will depend on the agreement, work completed and applicable consumer protections.
A cancellation will not remove any statutory remedy for defective or inadequately performed services.
Read our Repair Terms & Conditions.
10. Refunds for Inadequate Services
MKTECHSUPPORT aims to provide services with reasonable care, skill and quality.
Section 54 of the Consumer Protection Act provides qualifying consumers with remedies for certain failures relating to the quality of services.
Depending on the circumstances, the consumer may be entitled to have a defect remedied or to a reasonable refund of the price paid for the service.
MKTECHSUPPORT will assess service complaints according to the applicable statutory and contractual requirements.
11. Hosting Subscription Cancellations
Hosting and related subscription services may have monthly, annual or other agreed billing periods.
Customers may request cancellation according to the applicable service agreement and consumer protection requirements.
Where section 14 of the Consumer Protection Act applies to a fixed-term consumer agreement, relevant cancellation notice and reasonable cancellation-charge requirements will be observed.
Any prepaid amount that must be refunded under the applicable agreement or law will be handled accordingly.
Customers should arrange any necessary backups, migrations or transfers before a hosting service ends.
12. Domain Registration and Renewals
Domain registrations, renewals and transfers may involve independent registries, registrars and third-party service providers.
Certain completed domain transactions may be irreversible or subject to specific registry conditions.
Cancellation and refund eligibility will depend on the service performed, the applicable agreement and statutory rights.
MKTECHSUPPORT will not apply a blanket exclusion where a statutory refund or cancellation right exists.
13. Digital and Online Services
Some digital products or online services may be activated or delivered shortly after payment.
Applicable cancellation rights may differ according to the nature of the service, the stage of performance and relevant legislation.
Any legal exceptions to cancellation rights will be applied only where the requirements are satisfied.
14. Duplicate and Incorrect Payments
If a customer believes a payment was duplicated or incorrectly processed, they should contact MKTECHSUPPORT with the relevant transaction details.
We will investigate the payment and arrange an appropriate correction or refund where due.
Customers should retain payment references and any supporting bank or provider confirmations.
15. How to Request a Refund
Customers may submit a refund or cancellation enquiry by contacting MKTECHSUPPORT.
Please provide the following where available:
- Your name and contact details.
- Invoice, order or booking reference.
- Product or service details.
- The reason for the request.
- Relevant supporting information.
Email: info@mktechsupport.co.za
Contact page: Contact MKTECHSUPPORT.
16. Refund Assessment
MKTECHSUPPORT may review the relevant order, payment, service or product records when assessing a refund request.
In some cases, an inspection or additional information may be necessary.
Assessments will be conducted in a manner consistent with applicable consumer rights.
A customer will not be required to waive a statutory remedy as a condition of submitting a refund request.
17. Refund Methods
Refunds may be issued through the original payment method or another appropriate arrangement where lawful.
Where a payment was processed through a third-party provider, that provider may handle part of the refund process.
MKTECHSUPPORT may request reasonable information needed to verify the recipient and prevent fraudulent refunds.
Customers should never provide banking passwords, one-time passwords or card security codes through ordinary email.
18. Refund Processing Times
Refund processing periods depend on the type of cancellation, the applicable law and the payment method.
Where the Electronic Communications and Transactions Act's cooling-off provisions apply, the statutory refund deadline will be observed.
Other refunds will be processed within the period required by the applicable law or agreement.
After a refund is issued, additional bank or payment-provider processing time may affect when the funds appear in the customer's account.
19. Fees and Deductions
MKTECHSUPPORT will not impose fees or deductions that are prohibited by applicable law.
Where a lawful cancellation charge, return cost or other deduction applies, it will be assessed according to the relevant transaction and disclosed as required.
A statutory refund will not be reduced by an unauthorised administrative or handling fee.
20. Refund Information and Privacy
Personal information may be processed to verify refund requests, investigate transactions, issue payments and maintain appropriate financial records.
MKTECHSUPPORT will handle personal information in accordance with applicable data protection law, including POPIA.
Read our Privacy Policy for additional information.
21. Consumer Protection Rights
This policy is subject to applicable South African consumer protection law, including the Consumer Protection Act and the Electronic Communications and Transactions Act.
Statutory cancellation and refund rights may vary depending on the transaction and the consumer's circumstances.
Nothing in this policy excludes or restricts any consumer right or remedy that cannot lawfully be excluded.
22. Complaints and Disputes
Customers who disagree with a refund decision may request clarification or further review.
MKTECHSUPPORT will make reasonable efforts to investigate the complaint and communicate the relevant outcome.
Customers retain the right to approach an appropriate consumer protection body, ombud or court where legally entitled.
23. Policy Updates
MKTECHSUPPORT may update this Refunds & Cancellations Policy to reflect changes in business procedures, service arrangements or applicable law.
Updates will not retrospectively remove statutory rights or existing binding commitments.
The effective date and version displayed on this page identify the published policy.
24. Contact Information
For refund requests, order cancellations or billing enquiries, contact:
MKTECHSUPPORT
Email: info@mktechsupport.co.za
Website: https://mktechsupport.co.za/
Contact page: Contact MKTECHSUPPORT