Refund Policy
Last Updated: August 26, 2025
Important Notice
This policy outlines our refund procedures for all services and products. Please read carefully before making any purchases.
1. General Refund Policy
Cooling-off Period
- 7-day cooling-off period for new services
- Applies to new customers only
- Full refund available during this period
- Excludes usage charges and setup fees
Refund Processing
- Processing time: 5-10 business days
- Refunds issued to original payment method
- Bank transfers may take 3-5 additional days
- Credit card refunds visible within 5-7 days
2. Internet Services
Fibre and LTE Services
- Pro-rata refunds for unused service periods
- Installation fees non-refundable once work begins
- Hardware returns accepted within 7 days (unopened)
- 30-day cancellation notice required
3. Hosting Services
Web Hosting Refunds
- 30-day money-back guarantee for new accounts
- Domain registration fees non-refundable
- SSL certificates non-refundable once issued
- Pro-rata refunds for unused prepaid periods
4. Software Development
Custom Development Projects
- Planning Phase: 100% refund before development starts
- Development Phase: Partial refund based on progress
- Testing/Deployment: No refund available
- Source code ownership transfers after full payment
How to Request a Refund
- Log into your nimZone (Client Portal)
- Navigate to Billing > Refund Request
- Fill out the refund request form
- Attach any relevant documentation
- Submit your request
Alternatively, contact our support team:
- Email: support@mtronika.co.za
- Phone: +27 78 531 0450
- WhatsApp: +27 78 531 0450
This refund policy is subject to change. We will notify you of any material changes via email or through our services.