Legal
Refund Policy
When money comes back, how fast, and what is excluded — in plain language and consistent with the Consumer Protection Act and ECT Act where they apply to you.
1. Statutory rights first
Nothing in this policy limits rights you have under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECT Act), where those Acts apply to you (broadly, consumers and juristic persons below the CPA asset/turnover thresholds). Where the law gives you a better right, the law wins.
2. Cooling-off
- Direct-marketing sales (CPA s16): where you concluded a service agreement as a result of our direct marketing (rather than on your own approach), you may cancel within 5 business days after the later of the agreement or delivery, for any reason, without penalty.
- Transactions concluded on this website (ECT Act s44): where the ECT Act applies to an electronic transaction with us, you may cancel within 7 days from the date the agreement was concluded (services) or receipt (goods), for any reason. We will refund you within 30 days of cancellation. Only the direct cost of returning any goods may be recovered from you.
To exercise either right, notify clientservices@unitedtech.co.za in writing.
3. Billing errors and duplicate charges
Mistakes are corrected in full — on request or on our own discovery — as a credit on your next invoice or a refund to your original payment method, at your choice. Report suspected errors within 60 days of the invoice date so we can reconcile against network records.
4. Service failure credits
Where a service you pay for is materially unavailable for more than 48 continuous hours and the cause is within our control, you may claim a pro-rata credit for the affected period, as set out in clause 7 of our Terms & Conditions. Credits are the remedy for outage time; they are not a penalty.
5. What is generally non-refundable
- Usage already consumed (data, calls, minutes)
- Setup and installation fees for services that were activated and used
- Third-party costs we have paid on your instruction (e.g. carrier number porting fees, custom-ordered hardware)
- Hardware that was special-ordered, customised or engraved for you (change-of-mind)
6. Hardware returns and defects
Standard equipment purchased from us may be returned unused, in original packaging, within 7 days of delivery for a change-of-mind refund. Defective equipment within the CPA implied warranty is your choice of repair, replacement or refund — we will action within 20 business days of the fault being reported and verified.
7. How refunds are paid
Refunds go back to the original payment method (or by EFT to your account of record) within 30 days of approval, and 14 days where the original payment method makes that impossible. Approved invoice credits appear on your following invoice.
8. How to request
Email clientservices@unitedtech.co.za (or log a portal ticket) with your account number, invoice reference and the reason. We acknowledge within 1 business day and decide within 10 business days, explaining the outcome.
Questions? clientservices@unitedtech.co.za · 010 110 7100