Refund & Cancellation Policy

How to cancel a service, when you are entitled to a refund, and how long refunds take.

Effective date: 18 August 2026 | Last updated: 18 August 2026

This policy explains how to cancel a service, when you are entitled to a refund, how refunds are paid and how long they take. It applies to everything we supply — monthly connectivity, once-off installation and repair work, and hardware — and it forms part of our Terms & Conditions.

Services are supplied by Baia Formosa Trading 12 CC (registration number CK2008/254837/23, VAT number 4830253235), trading as Vektro Networks, of 61 Robberg Road, Plettenberg Bay, 6600, South Africa, holder of ICASA Class ECS licence 3364/CECS/JUNE/2026.

1. At a glance

What you have	How to cancel	Refund position
Monthly internet service (fibre, LTE/5G), VoIP, monitoring	One calendar month written notice by email	Fees for the notice period are payable. No pro-rata refund for a partial final month.
Order placed online or by phone, not yet installed	Written notice within 7 days of concluding the agreement	Full refund of anything paid, less the direct cost of any work already done at your request.
Booked installation or callout	At least 24 hours’ notice before the appointment	Deposit refunded in full. Less than 24 hours’ notice, or no access on the day: a wasted-callout charge may be retained.
Once-off work already completed	—	Not refundable, unless the work is defective. Defective work is redone at our cost.
Hardware you bought from us	Return within 10 business days (unused, unopened) or within 6 months (defective)	Refund, replacement or repair as set out in section 7.
Router supplied with your subscription (CPE)	Return within 14 days of termination	You paid no purchase price, so nothing is refundable. Non-return is invoiced at replacement cost.
Duplicate payment, overpayment or billing error	Email billing with the reference	Refunded in full, or credited to your account if you prefer.

2. Cancelling a monthly service

Recurring services run on a month-to-calendar-month basis. There is no fixed term and no early-termination penalty.
Either party may cancel by giving one calendar month’s written notice.
Notice must be in writing, by email, to support@vektronetworks.co.za (copy billing@vektronetworks.co.za). We will acknowledge it in writing within one business day. If you have not received an acknowledgement, assume we have not received your notice — please phone us.
Notice takes effect from the last day of the calendar month following the month in which we receive it.
You remain liable for the Monthly Fee for the notice period, whether or not you use the service during it.

Worked example. You email notice on 6 March. March is the month of notice, so your service ends on 30 April and April is your last billed month. Notice sent on 31 March produces the same result — the day of the month does not change the outcome.

Please include your account number, the service address and the name on the account so we can act on the notice without coming back to you.

2.1 Cancelling because we increased the price or changed the terms

We give 30 days’ written notice of a price increase or a material change to your terms. If you do not accept it, you may cancel by written notice before the change takes effect, and you will not be charged the increased amount or held to the changed terms during your notice period.

2.2 Cancellation by us

We may cancel on one calendar month’s notice, or immediately and without notice in the event of a material breach — including non-payment, misuse of the service or fraudulent conduct. Where we cancel for convenience rather than for breach, we refund any fees you have paid for service beyond the termination date.

3. Your cooling-off rights

Two separate statutory rights may apply, in addition to anything in this policy:

Electronic transactions — ECTA section 44. Where you conclude an agreement with us wholly by electronic means without meeting us face to face, you may cancel within 7 days without reason and without penalty. Your only cost is the direct cost of returning any goods. Note the statutory exception: this right falls away in respect of services that have already begun, with your consent, before the end of the 7 days — so if you ask us to install and activate immediately, the installation itself is no longer covered by this right.
Direct marketing — CPA section 16. If you agreed to a service or bought goods as a result of direct marketing by us, you may cancel within 5 business days of concluding the agreement or receiving the goods, without reason or penalty.

To exercise either right, email billing@vektronetworks.co.za and say which one you are relying on. We will refund you within 15 business days of cancellation, or of receiving returned goods, as the law requires.

4. Cancelling before your service is installed

If you cancel before installation and before any work has been done, anything you have paid is refunded in full.
If you cancel after work has begun — for example the FNO has been ordered to deploy a line, or cabling has been run — we refund what you have paid less the direct costs we have actually incurred on your behalf. We will itemise those costs for you.
If a line cannot be delivered at your address, or the FNO cannot provision it, we cancel the order ourselves and refund everything you have paid, in full. You are not charged for a service we could not deliver.
Site surveys are free. You are never charged for a survey, whether or not you go ahead.

5. Booked installations, callouts and once-off work

Cancel or reschedule a booked appointment with at least 24 hours’ notice and any deposit is refunded or carried over in full.
With less than 24 hours’ notice, or if our technician arrives and cannot work because access, power or landlord consent is unavailable, we may retain or charge a wasted-callout fee covering the trip and the reserved time.
Completed once-off work — installation, cabling, splicing, configuration, repairs, labour — is not refundable once done and accepted.
If completed work is defective or was not performed with reasonable skill and care, tell us within a reasonable period. In line with section 54 of the Consumer Protection Act we will remedy it — by redoing the work at our cost, or by refunding a fair portion of what you paid.
Where a job is quoted and part-completed when you cancel, you are charged for the work done and materials used to that point, and the balance is refunded.

6. Data, airtime and prepaid top-ups

Prepaid data bundles, top-ups and LTE/5G data that have been loaded to your account are not refundable once loaded, and unused data does not carry over unless the product expressly says so. If a bundle was loaded in error, or loaded to the wrong account, tell us within 7 days and we will correct it.

7. Hardware: returns, exchanges and refunds

7.1 Unwanted goods

If you have bought hardware from us and changed your mind, return it within 10 business days for a full refund or exchange, provided it is unused, in its original undamaged packaging, and complete with all accessories. Goods that have been used, installed, configured or damaged, and software or licences that have been activated, cannot be returned as unwanted. Where you bought goods without having had an opportunity to examine them beforehand, your right to return them under section 20 of the Consumer Protection Act applies and takes precedence over this paragraph.

7.2 Defective goods

Section 56 of the Consumer Protection Act gives you 6 months from delivery to return goods that are defective, unsafe or not fit for their intended purpose. Within that period the choice of a repair, replacement or refund is yours, not ours, and we bear the cost of the return. Beyond 6 months, the manufacturer’s warranty stated on your invoice applies.

This does not cover damage caused by misuse, negligence, unauthorised repair, power surges or lightning — please insure against those.

7.3 How to return something

Email support@vektronetworks.co.za with your invoice number and a description of the problem before returning anything, so we can log it and arrange collection or a drop-off at 61 Robberg Road, Plettenberg Bay. We aim to assess a returned item within 7 business days of receiving it.

8. Equipment supplied with your subscription (CPE)

A router supplied as part of your Monthly Fee remains our property. Because you have not bought it, there is nothing to refund. It must be returned in good working order within 14 days of your service ending. If it is not returned, or is returned damaged beyond fair wear and tear, we will invoice you for its replacement cost. The once-off router installation fee of R550.00 covers work already performed and is not refundable once the installation is complete.

9. When we refund you

We refund, without argument, in each of these cases:

Duplicate payment — you paid the same invoice twice.
Overpayment — you paid more than the invoice amount.
Billing error on our side — you were charged for a service you do not have, at the wrong rate, or after cancellation took effect.
Service never delivered — you paid for a service that was never activated.
Payment taken after cancellation — including a debit order that ran after your termination date.
Failed installation — the line could not be provisioned at your address.
We cancelled for convenience — for any period you have paid for beyond the termination date.

You may choose a refund to your bank account or a credit against your next invoice. If you do not tell us, we default to a credit for amounts under R500 and a refund for anything above that — and you can ask us to switch either way.

10. What we do not refund

The notice period on a cancelled monthly service.
A partial final month — billing runs to the end of the calendar month in which your service terminates.
Once-off work that has been completed and accepted, unless it is defective.
Prepaid data or top-ups already loaded to your account.
Hardware that has been used, installed or damaged, other than under the defective-goods provisions above.
Service interruptions caused by matters outside our reasonable control — FNO infrastructure faults, upstream provider outages, load shedding, cable theft or acts of nature. Where an outage is prolonged and attributable to us, contact us and we will consider a fair credit on its merits.
Reduced speed or performance caused by your own equipment, Wi-Fi conditions or internal network.

11. How refunds are paid, and how long they take

Refunds are made to the original payment method wherever possible. A payment made by instant EFT or by EFT is refunded by EFT to the bank account it came from. A card payment is reversed to the same card. A debit order is reversed to the debiting account.
We do not pay cash refunds for electronic payments, and we do not refund to a third party’s account. This protects both of us against fraud.
Refunds are made in South African Rand for the amount received. We do not carry any exchange-rate or bank charges applied by your own bank.
We will acknowledge a refund request within 1 business day and tell you our decision within 7 business days.
Once approved, refunds are paid within 10 business days. Statutory refunds under the cooling-off provisions in section 3 are paid within 15 business days as the law requires. Your bank may take a further 2 to 3 business days to reflect the credit.
We may need to verify your bank details before paying a refund. We will contact you using the details already on your account — we will never phone you out of the blue to ask you to change banking details. If you receive such a call, it is not us; please phone 044 023 0016 to confirm.
Any amount you owe us on other invoices may be set off against a refund. We will show you the calculation.

12. Failed payments, reversals and chargebacks

If a payment to us is reversed, fails or is charged back after we have delivered the service, the invoice reverts to unpaid and our normal suspension terms apply. We may recover reasonable bank charges we incur as a result.

If you believe a payment was taken from you fraudulently or in error, contact us first at billing@vektronetworks.co.za or 044 023 0016. We can usually resolve it faster and more cheaply than a formal bank dispute, and we would rather fix it than argue about it.

13. How to request a cancellation or refund

Email us with the following, and we will do the rest:

Your account number and the name on the account
The service address
What you want — cancellation, refund, credit, return or exchange
The invoice number or payment reference, if it concerns a payment
For a refund to your bank account: the account holder’s name, bank, account number and branch code

Cancellations: support@vektronetworks.co.za
Refunds, billing and returns: billing@vektronetworks.co.za

14. If you are not satisfied with our decision

Tell us. Reply to the decision email and ask for it to be escalated, or phone 044 023 0016. We will review it and respond within seven business days. If we still cannot agree, you are entitled to refer the matter to the National Consumer Commission, to the Independent Communications Authority of South Africa (ICASA) where it concerns a communications service, or to a competent South African court. Nothing in this policy limits those rights.

15. Your statutory rights

This policy is written to be clear and generous, not to reduce your rights. Nothing in it limits or replaces any right you have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other South African law. Where this policy conflicts with such a right, the right prevails.

16. Changes to this policy

We may update this policy. The version published on this page is the version in force, and the effective date at the top tells you when it took effect. Material changes affecting an existing service are communicated by email at least 30 days in advance.

17. Contact us

Vektro Networks — a division of Baia Formosa Trading 12 CC
Registration number CK2008/254837/23 | VAT number 4830253235
61 Robberg Road, Plettenberg Bay, 6600, South Africa
Telephone: 044 023 0016 | Mobile / WhatsApp: 082 313 4560
Billing and refunds: billing@vektronetworks.co.za
Cancellations and support: support@vektronetworks.co.za
Office hours: Monday to Friday, 08:00–17:00 (SAST)