Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy governs the use of EcoView Tracker, a smart utility management platform developed and operated by Eco Southern Energy (Pty) Ltd. The platform provides utility data monitoring, automated billing, analytics, reporting, alerts, dashboards, tenant self-service, and related digital services to property managers, property developers, utilities managers, and facilities managers across South Africa.

By subscribing to or using the EcoView Tracker platform, you agree to the terms outlined in this policy.

This policy is governed by the applicable laws of the Republic of South Africa, including the Consumer Protection Act, 2008 (CPA), the Electronic Communications and Transactions Act, 2002 (ECTA), and the Protection of Personal Information Act, 2013 (POPIA), where applicable.

2. Subscription Services

EcoView Tracker offers the following digital utility management services, which may be included in your subscription plan:

• Utility consumption monitoring across electricity, water, and gas meters
• Remote meter reading and automated data acquisition
• Automated billing engine with VAT-compliant PDF invoice generation
• Tenant self-service portal with usage history, invoice access, and online payment
• Energy, water, and gas analytics and dashboards
• AI-powered anomaly detection and alert notifications
• Multi-channel notifications via email, SMS, and WhatsApp Business
• EskomSePush loadshedding alerts and site reconciliation reporting
• Data integrations, system monitoring, and platform administration

Services are offered on a monthly, annual, or custom enterprise agreement basis, as set out in your service agreement with Eco Southern Energy (Pty) Ltd.

3. Billing & Payments

Subscription and platform fees are charged according to your selected plan, pricing tier, and billing cycle, as agreed in your service agreement.

By subscribing to EcoView Tracker, you authorise Eco Southern Energy (Pty) Ltd to process recurring payments where applicable, including via Paystack or debit order (DebiCheck/ACB).

All fees are payable in advance unless otherwise agreed in writing between the parties. Failure to make payment may result in service suspension, restricted platform access, or account termination, subject to the terms of your service agreement.

The utility collection fee (where applicable) is charged as a percentage of utility revenue actually collected from tenants and billed monthly in arrears.

4. Refund Policy

4.1 Eligible Refund Requests

Refunds may be considered under the following circumstances:

• Incorrect or duplicate billing errors attributable to EcoView Tracker
• Unauthorised charges on your account
• Verified technical failures on our platform that prevented meaningful access to subscribed services
• Material non-performance of subscribed services attributable to EcoView Tracker's systems

Refund requests must be submitted within 7 calendar days of the transaction date or the date the issue occurred. Approved refunds remain subject to verification and internal review by Eco Southern Energy (Pty) Ltd.

4.2 Service Interruptions & Credits

Where extended outages or platform failures materially impact service delivery, Eco Southern Energy (Pty) Ltd may, at its discretion, provide:

• Service credits applied to future billing cycles
• Subscription extensions equivalent to the outage period
• Partial refunds proportionate to the period of non-delivery

The form and extent of compensation will depend on outage duration, severity, the services affected, and the commitments contained in your service agreement or SLA.

5. Non-Refundable Items & Services

Unless required by applicable South African law, refunds will generally not be issued for:

• Active or partially used subscription periods
• Change-of-mind cancellations made after account activation and platform access has been granted
• Failure to use subscribed services during an active billing period
• Issues arising from the client's own devices, network infrastructure, hardware, or internet connectivity
• Meter hardware not supplied by Eco Southern Energy (Pty) Ltd
• Incorrect configuration, third-party integration failures, or issues outside our platform's control
• Onboarding, training, implementation, site commissioning, or consulting services already delivered
• Custom enterprise or negotiated contractual services where delivery has commenced
• White-labelling fees once customisation work has been completed

6. Cancellation Policy

Clients may cancel their EcoView Tracker subscription by:

• Sending a written cancellation request to our support team via email at support@ecosouthernenergy.co.za; or
• Providing written notice as specified in your signed service agreement.

6.1 Monthly Plans

Cancellation takes effect at the end of the current monthly billing cycle. Access to the platform remains active until the end of the paid period. Cancellation does not automatically qualify a client for a refund of the current month's fees.

6.2 Annual Plans

Access remains active until the end of the paid annual subscription period unless otherwise specified in your service agreement. Early termination of an annual plan does not entitle the client to a refund of the remaining unused period.

6.3 Data on Cancellation

Upon cancellation, Eco Southern Energy (Pty) Ltd will provide a full export of the client's meter readings, invoice history, tenant data, and payment records in CSV format within 5 business days of the cancellation effective date. Exported data will be provided in accordance with our obligations under POPIA.

7. Enterprise & Contract Clients

Clients operating under a signed Service Agreement, Service Level Agreement (SLA), Master Services Agreement (MSA), or Enterprise Contract with Eco Southern Energy (Pty) Ltd shall be governed by the terms of those contractual documents.

Where contractual provisions differ from this Refund & Cancellation Policy, the terms of the signed agreement shall take precedence.

8. How to Request a Refund

To request a refund or billing review, please contact us with the following information:

• Full name or registered business name
• Account or subscription ID
• Invoice number or payment reference
• Description of the billing issue or service failure
• Supporting documentation (bank statement, screenshot, or correspondence) where applicable

9. Refund Processing

Approved refunds are generally processed within 7–14 business days from the date of approval, using the original payment method where reasonably possible.

Where payment was made via Paystack, refunds will be processed through Paystack's standard refund mechanism. Where payment was made via EFT or debit order, refunds will be processed via electronic funds transfer to the client's nominated bank account.

Banking institutions and payment providers may require additional processing time beyond Eco Southern Energy (Pty) Ltd's control.

10. Consumer Rights

Nothing in this Refund & Cancellation Policy limits, excludes, or waives any rights available to consumers under applicable South African legislation, including:

• Consumer Protection Act, 2008
• Electronic Communications and Transactions Act, 2002
• National Credit Act, 2005 (where applicable)

Where a conflict exists between this policy and mandatory consumer protection legislation, the relevant legislation shall prevail.

11. Changes to This Policy

Eco Southern Energy (Pty) Ltd reserves the right to update or amend this Refund & Cancellation Policy at any time.

Updated versions will be communicated to active clients via email and published on our platform. Changes become effective 30 days after notification unless the amendment is required by law, in which case it takes immediate effect.

Continued use of the EcoView Tracker platform after the effective date of any update constitutes acceptance of the revised policy.