SnagMate Digital Delivery Policy
Digital access to your SnagMate account and the plan you purchased.
SnagMate is a digital service accessed through your account. Delivery means making the purchased plan and authorised features available electronically. There is no physical shipment or shipping charge. Read this policy with the Terms of Use, Cancellation Policy and Refund Policy.
1. What you need
You need an account with accurate details, completed email verification where required, valid login credentials, a compatible browser or supported application, and a working internet connection. Device permissions are needed for features such as photos and voice capture. Your organisation's permissions determine which projects and records you can access; purchasing a plan does not grant access to another customer's information.
2. When paid access starts
Paid access requires verified payment. The paid period starts on verified payment, and access is activated electronically once verification is complete. A payment return or success page alone does not prove that payment has been received. Your order identifies the plan, billing period and included access. Confirmation and transaction records identify the payment and service period.
Where a paid seat increase is offered, extra capacity becomes available only after its payment is verified. The existing renewal date remains unchanged; payment and seat-change terms are in section 8 of the Terms of Use.
3. Delayed or missing access
If payment is confirmed but the purchased access is unavailable, email tania@elitefacilities.co.za with your organisation, account email and transaction reference. We will investigate the payment and activation, explain the outcome and address any failure to supply the service. If the service cannot be supplied, applicable cancellation and refund remedies remain available; see the Refund Policy.
If a payment is pending or its outcome is unclear, contact support before retrying so we can check the existing transaction and help avoid a duplicate charge.
4. When access ends
The Cancellation Policy explains paid-through access after cancellation. Account access, permitted exports and the retention or deletion of project information are governed by your customer agreement, the Terms of Use and Privacy Notice. Ending paid access does not itself promise immediate deletion of records that must be retained.
Nothing in this policy limits mandatory delivery, cooling-off, cancellation, refund or service-quality rights under applicable law. Digital delivery does not automatically waive those rights.