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Refund & Cancellation Policy

Signal Desk (Pty) Ltd · Registered in South Africa

Last updated: May 2026

Signal Desk provides software-as-a-service (SaaS) and AI infrastructure products. As there are no physical goods, refund and cancellation terms differ from standard retail policies. This policy is designed to be fair while reflecting the nature of digital services.

Your rights under the Consumer Protection Act 68 of 2008 are fully preserved by this policy.

1. Monthly Subscription Cancellations

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Within 5 business days of first subscription: Full refund, no questions asked.

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Cancellation after 5 days, before next billing date: Pro-rata refund for unused days in the current billing period.

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Mid-cycle monthly cancellation: Service continues until end of the paid period. No partial refund for the current month.

2. Annual Subscription Cancellations

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Within 30 days of purchase: Full refund, less any documented setup or onboarding costs incurred.

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After 30 days: Refund for remaining complete months only. Partial months are not refunded.

3. Service Credits for Outages

If Signal Desk experiences a verified service outage exceeding 24 continuous hours that is attributable to our infrastructure, a service credit will be applied to your next invoice
Credit value equals the pro-rata daily rate for the number of affected days
Credits are not applicable for outages caused by third-party services (WhatsApp, telecom providers, Anthropic API) or force majeure events
Credits are applied to invoices and cannot be converted to cash

4. Project & Implementation Fees

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Cancelled before work commences: Full refund of any implementation fees paid.

Once work has commenced: Implementation fees are non-refundable. You will receive all deliverables completed to the point of cancellation.

5. Non-Refundable Items

The following are non-refundable under any circumstances:

WhatsApp Business API costs already incurred (charged by 360dialog/Meta, not Signal Desk)
Completed custom development work or bespoke integrations
Training sessions or workshops that have been conducted
Moja — this service is free. No fees are charged, therefore no refunds apply.
Trial periods that have expired

6. How to Cancel & Request a Refund

Cancellation Process

Email hello@signaldesk.co.za with subject line "Cancellation Request"
Include: your account name, contact person, invoice number, and reason for cancellation
We will acknowledge your request within 1 business day
Your cancellation will be confirmed in writing

Refund Processing

Approved refunds are processed within 10 business days of confirmation
Refunds are returned to the original payment method only
No cash refunds — refunds are processed electronically
Bank transfer fees, if any, are deducted from the refund amount

7. Disputes

Please contact us before initiating a chargeback with your bank — this allows us to resolve the issue quickly
We commit to responding to billing disputes within 2 business days
Unresolved disputes may be referred to the National Consumer Commission (NCC) at 0860 266 786
Unjustified chargebacks may result in account suspension pending investigation

8. Force Majeure

Service credits (not refunds) apply where service interruption is caused by events beyond our reasonable control, including:

Load shedding and Eskom outages
WhatsApp / Meta platform outages
Telecoms infrastructure failures (Vodacom, MTN, Telkom)
Natural disasters, civil unrest, or government action
Third-party AI provider outages (Anthropic, Groq)

9. Municipal & Government Contracts

Municipal and government contracts are governed by the specific Service Level Agreement (SLA) in place. Where there is conflict between this policy and a signed SLA, the SLA prevails. Please refer to your contract documentation or contact hello@signaldesk.co.za.

10. Contact

Signal Desk (Pty) Ltd

222 Smit Street, 21st Floor, Braamfontein, Johannesburg, 2000

Email: hello@signaldesk.co.za

Website: www.signaldesk.co.za