REFUND POLICY
This Refund Policy sets out the circumstances in which Jpsem Networking (Pty) Ltd (“JPSEM”, “we”, “us”) will refund fees paid by a Customer (“you”) for internet access and related telecommunications Services. This Policy forms part of, and must be read together with, JPSEM’s General Terms and Conditions. Nothing in this Policy limits any right you may have under the Consumer Protection Act 68 of 2008 (CPA) or other applicable law.
1. General Principles
1.1 Refunds are considered on a case-by-case basis in accordance with this Policy. Approved refunds will be processed to the original payment method (or by EFT to a nominated bank account) within 14 (fourteen) business days of approval.
1.2 Monthly subscription fees are charged in advance and are, save as set out below, non-refundable once the billing period has commenced and the Service has been made available for use.
2. Cooling-Off Period
2.1 Where the Agreement was concluded away from JPSEM’s business premises (e.g. direct marketing, telesales, or door-to-door sign-up), you may cancel within 5 (five) business days of signing, in accordance with section 16 of the CPA, and any amount already paid (excluding reasonable costs already incurred by JPSEM for work performed, such as a completed installation) will be refunded.
2.2 This cooling-off right does not apply where you expressly requested installation or activation to begin immediately and the Service has already been activated.
3. Installation and Once-Off Fees
3.1 Once-off installation, activation, or connection fees are non-refundable once a site survey has been conducted or installation work has commenced, except where JPSEM is unable to provide the Service due to technical infeasibility, in which case any fee paid for that specific installation will be refunded in full.
3.2 Where a Customer cancels a scheduled installation with less than 24 (twenty-four) hours’ notice, JPSEM may deduct a reasonable call-out or scheduling fee from any refund due.
4. Service Not Yet Activated
4.1 If you cancel your order before the Service has been activated, any subscription fees paid in advance will be refunded in full. Any once-off costs already incurred by JPSEM on your behalf (e.g. third-party network operator installation fees) may be deducted.
5. Service Outages and Non-Performance
5.1 Where the Service is unavailable for a continuous or cumulative period exceeding the threshold set out in the applicable Service Level Agreement (SLA) in a given billing month, due to a cause within JPSEM’s reasonable control, you may be entitled to a pro-rata credit or refund for the affected downtime, calculated on the daily rate of your subscription fee.
5.2 No credit or refund is due for downtime caused by Force Majeure events (including load-shedding, cable theft, third-party network operator faults), scheduled maintenance for which notice was given, issues within the Customer’s own equipment or premises wiring, or Customer breach of the Agreement.
5.3 Claims for a service-outage credit must be submitted in writing within 30 (thirty) days of the outage, with reasonable supporting detail (dates, times, ticket reference numbers).
6. Overbilling and Billing Errors
6.1 If you are incorrectly billed, or billed for a Service you did not receive, notify JPSEM in writing within 14 (fourteen) days of the invoice date. Verified overpayments will be refunded or credited to your account, at your election.
7. Early Termination of Fixed-Term Contracts
7.1 Amounts already paid for Services actually rendered are not refundable on early termination. Any applicable early termination fee under the General Terms and Conditions remains payable and may be deducted from, or added to, your final invoice.
7.2 Where JPSEM terminates the Agreement for cause (e.g. non-payment or breach of the Acceptable Use Policy), no refund is due for the current billing period.
8. Equipment Refunds
8.1 Equipment purchased from JPSEM may be returned for a refund within 7 (seven) days of delivery, provided it is unused, in its original packaging, and not damaged, subject to a reasonable handling fee where the packaging has been opened.
8.2 Equipment provided on a rental basis is not subject to refund; rental fees already paid for a period during which the Equipment was in your possession and functional are non-refundable.
8.3 Faulty Equipment under manufacturer warranty will be repaired or replaced; a refund will only be offered where repair or replacement is not reasonably possible.
9. How to Request a Refund
9.1 To request a refund, contact JPSEM support with your account number, the reason for the request, and any supporting documentation, using the details below.
- Email: support@jpsemnetworkers.co.za
- Telephone: 27670919375
9.2 JPSEM will acknowledge your request within 3 (three) business days and provide a decision within 14 (fourteen) business days.
10. Disputes
10.1 If you are not satisfied with the outcome of a refund request, you may escalate the matter through JPSEM’s internal complaints process, or refer the matter to the National Consumer Commission or an applicable industry body, where the CPA or other law entitles you to do so.