Refund & Cancellation Policy

Nature of our service

RiskScope provides digital commercial property risk assessment reports delivered electronically upon completion of payment. Because our reports are generated and delivered digitally and immediately upon payment confirmation, they constitute digital content as contemplated under ECTA and the CPA.

Once a report has been generated and delivered to your registered email address, the service is considered fully rendered.

Pay-per-report purchases (R899 per report)

2.1   Before report generation

If payment is received but a report has not yet been generated or delivered due to a technical failure on our side, you are entitled to a full refund. Contact us within 7 calendar days of payment at support@riskscope.co.za and we will investigate and process a refund within 5 business days.

2.2   After report delivery

Once your risk assessment report has been successfully generated and delivered to your email address, the purchase is considered complete and no refund will be issued, except in the circumstances described in Section 4 below.

This is consistent with Section 44 of the ECTA, which provides that the right of return does not apply to digital content where the consumer has acknowledged that they lose the right of withdrawal upon delivery.

By completing payment on riskscope.co.za, you acknowledge and agree that immediate delivery of your report begins upon payment confirmation, and that you thereby waive the cooling-off right in respect of that specific transaction.

2.3   Duplicate payments

If you are charged more than once for the same assessment due to a payment processing error, we will refund all duplicate charges in full within 5 business days of us being notified. Please email support@riskscope.co.za with your payment reference number(s).

Enterprise credit pack purchases

3.1   Credit pack validity

Enterprise credit packs (Starter, Growth, and Scale) are prepaid bundles of assessment credits. Credits are valid for 12 months from the date of purchase. Unused credits after the validity period are forfeited and no refund will be issued for unused credits at expiry.

3.2   Cooling-off period for credit packs

If you purchase an enterprise credit pack and no credits have been used, you may request a full refund within 5 business days of purchase. To exercise this right, email support@riskscope.co.zawith your order reference. Refunds will be processed within 7 business days.

3.3   Partial refunds on credit packs

If credits have been partially used, no refund will be issued for the used portion. A pro-rata refund for unused credits may be considered at our sole discretion where exceptional circumstances exist, for example where your business ceases to trade. Supporting documentation will be required.

3.4   Top-up credits

Credits purchased as top-ups are subject to the same terms as enterprise credit packs above. Top-up credits accumulate with existing credit balances and are governed by the validity period of the original pack.

Defective or incorrect reports (your statutory rights)

Notwithstanding the above, the CPA entitles you to a remedy where a service is defective or not rendered as agreed. If your report:

• was generated for the wrong property due to a verified system error on our side;
• is materially incomplete (missing sections not due to information you failed to provide); or
• was not delivered despite a confirmed successful payment,

you may request that we either re-generate the report at no charge or provide a full refund. Requests must be submitted within 14 calendar days of the transaction date to support@riskscope.co.za, with your payment reference and a description of the defect.

We will acknowledge your request within 2 business days and resolve it within 10 business days. Where a refund is approved, funds will be returned to the original payment method via PayFast.

Cancellation of subscriptions or agreements

RiskScope does not currently offer subscription-based billing. All purchases are once-off (pay-per-report) or prepaid (credit packs). There is therefore no recurring subscription to cancel.

If you are an enterprise client operating under a separate written service agreement, the cancellation terms in that agreement take precedence over this policy. In the absence of a separate agreement, this policy applies.

How to request a refund

To request a refund, please contact us using the details below and include:

• Your full name and email address used at the time of purchase;
• Your PayFast payment reference or order number;
• The date of purchase;
• The reason for your refund request; and
• Any supporting evidence where relevant (e.g. screenshot of error).

Refund processing

Approved refunds are processed via PayFast back to the original payment method (credit/debit card or EFT). Processing times are subject to PayFast and your bank's clearing timelines, typically 3 to 7 business days after approval. RiskScope will confirm approval by email and provide a reference number.

Dispute resolution

If you are dissatisfied with our response to a refund request, you may escalate the matter to:

• The National Consumer Commission (NCC), the regulatory authority under the CPA: www.thencc.gov.za
• The Consumer Goods and Services Ombud (CGSO): www.cgso.org.za

This policy does not limit any rights you have under the CPA or any other applicable South African legislation.

Changes to this policy

We may update this policy from time to time to reflect changes in our services or applicable law. The effective date at the top of this page will be updated accordingly. Continued use of our platform after any update constitutes acceptance of the revised policy.