Refund policy

SMARTLINK TECHNOLOGIES (PTY) LTD — RETURN & REFUND POLICY
Covering Leased Equipment and Managed Services
Last updated: [DATE]

Because SmartLink operates on a lease/rental model rather than outright sales, "returns" and "refunds" work differently to a retail store. This policy explains what applies where, and should be read together with the Terms of Use, Delivery & Collection Policy, and your signed Lease Agreement/SLA.

1. General Principle

SmartLink leases equipment; we do not sell it outright as a retail transaction. As such, there is no general right to "return" leased equipment for a refund simply because of a change of mind once a Lease Agreement has been signed and equipment delivered. Equipment is returned to SmartLink only at the end of the agreed lease term, on early termination in accordance with the Lease Agreement, or where equipment is found to be defective as set out below.

2. Cancellation Before Delivery

  • A signed Lease Agreement may be cancelled before equipment has been dispatched, subject to any cancellation terms stated in that agreement.
  • Where cancellation is accepted before dispatch, any deposit or setup fee paid may be refunded in full or in part, less reasonable costs already incurred by SmartLink (e.g. equipment configuration, courier booking), as set out in the Lease Agreement.
  • Once equipment has been dispatched for delivery, this clause no longer applies and clause 3 (Faulty or Incorrect Equipment) or clause 5 (Early Termination) governs instead.

3. Faulty or Incorrect Equipment on Delivery

  • If leased equipment arrives damaged, faulty, or does not match what was ordered in your Lease Agreement, you must notify SmartLink in writing within [48 hours] of delivery, per the Delivery & Collection Policy.
  • Where a valid fault or mismatch is confirmed, SmartLink will, at its discretion and at no additional cost to the client:
    • repair the equipment;
    • replace it with equivalent or better equipment; or
    • where neither is possible, cancel the affected portion of the Lease Agreement and refund any rental fees already paid for that equipment.
  • This clause does not apply to damage caused after delivery through misuse, negligence, unauthorised modification, or failure to follow manufacturer/operating guidelines — such damage is handled under the Client Obligations and Delivery & Collection Policy provisions instead, and may be billed to the client.

4. Ongoing Faults During the Lease Term

  • Equipment that develops a genuine fault during the lease term (not caused by misuse) will be repaired or replaced by SmartLink at no additional cost, in line with the applicable Lease Agreement/SLA, and where covered, a temporary loaner unit may be provided while repairs are completed.
  • Rental fees are not suspended or refunded for reasonable repair turnaround times, unless your SLA specifies a service-level credit for extended downtime.

5. Early Termination of a Lease

  • Ending a lease before the end of its fixed term is treated as early termination, not a "return," and is governed by the early termination clause of your signed Lease Agreement, which may include early termination fees, settlement of outstanding rental value, and/or equipment collection charges.
  • Rental fees already paid for the lease period are non-refundable on early termination, except where the termination arises from SmartLink's uncured breach of the Lease Agreement.

6. Managed IT Services — Refunds

  • Managed IT Services (support, help desk, network management, cloud, cybersecurity, backups, etc.) are billed for the service period in which they are rendered.
  • Fees for services already delivered in a billing period are not refundable.
  • Where SmartLink fails to deliver an agreed service level and this is confirmed under the applicable SLA, any service credit or remedy will be limited to what is expressly set out in that SLA.

7. Deposits and Once-Off Fees

  • Any deposit, installation fee, or once-off setup fee is refundable only where expressly stated in your Lease Agreement, or where SmartLink is unable to fulfil the agreement through its own fault.
  • Deposits are not refundable where cancellation occurs after equipment has been configured, dispatched, or delivered, save as provided in clause 3.

8. How Refunds Are Processed

  • Approved refunds are processed to the original payment method used by the client, within [X business days] of approval, unless otherwise agreed in writing.
  • SmartLink may deduct any amounts owed by the client (e.g. outstanding invoices, damage charges) from an approved refund before payment.

9. Equipment Not Covered

This policy applies to equipment supplied under a SmartLink Lease Agreement. It does not apply to client-owned equipment serviced under a standalone Managed IT Services engagement, which is governed solely by the applicable SLA.