SnagMate Refund Policy

This policy covers payments for SnagMate's digital service. Read it with the Terms of Use, Cancellation Policy and Digital Delivery Policy. Your applicable statutory rights take priority over any conflicting policy or customer agreement.

1. Request a refund

Email tania@elitefacilities.co.za with your organisation, account email, payment date, amount and transaction reference. Explain the reason and include relevant evidence. We may verify the payment and your authority to act for the customer. Do not send complete card details, card PINs or passwords.

2. Unused subscriptions

Unless applicable law or your written customer agreement requires otherwise, we do not offer a discretionary refund for a change of mind, unused paid time, cancellation of a renewal or a reduction in seats. This includes yearly subscriptions paid upfront and verified seat increases. Standard cancellation preserves access until the paid period ends; see the Cancellation Policy.

3. Incorrect charges or service problems

We investigate duplicate or incorrect charges, payment without delivery of paid access, and deficient service. Where a refund or another remedy is due, we will correct the charge or provide the remedy required by law or your customer agreement. Nothing here limits applicable rights to timely, good-quality service, correction of a failure or an appropriate refund under the Consumer Protection Act, 2008.

4. Statutory cooling-off rights

Where section 44 of the Electronic Communications and Transactions Act, 2002 applies, you may cancel an online service agreement for any reason within seven days after the agreement was concluded, without a cancellation penalty. If you have paid, you are entitled to a full refund within 30 days after cancellation.

The service-start exception in section 42(2)(d) applies only where the service began with your consent before that seven-day period ended and the legal requirements for the exception are met. Digital delivery does not automatically waive your consumer rights. Other mandatory cancellation and refund rights remain available where they apply.

5. Refund method and confirmation

We confirm the outcome and any refund amount in writing. Refunds are returned through the original payment method unless a lawful payment-provider limitation requires an alternative that we explain and agree with you. Provider and bank processing times can vary; any applicable statutory refund deadline still applies. Keep the confirmation and transaction reference for your records.

Payment information and records are handled as described in the Privacy Notice.