1. Purpose of This Policy
This policy outlines the conditions under which refunds may be issued for payments made toward Ruka's products and services. It covers all customers and partners using current and future solutions including SmartChat, SmartBook, SmartTrack, SmartNudge, SmartHealth, and related services. By using any Ruka service, you agree to this policy alongside the Terms & Conditions, Privacy Policy, and Cancellation Policy.
2. General Policy
Payments to Ruka (Pty) Ltd are final unless otherwise stated in this policy or required by South African law. Ruka provides subscription-based (SaaS) and contract-based services. Refunds are evaluated individually and are not automatically guaranteed.
Ruka does not provide refunds for:
- Change of mind or non-usage of the service
- User error, failure to cancel, or delayed cancellation requests
- Downtime caused by third-party systems (WhatsApp, Meta, Google, OpenAI)
- Unsatisfactory AI-generated content or analytical outputs
3. Eligibility for Refunds
3.1 Duplicate or Erroneous Billing
A full refund will be issued for duplicate charges confirmed to have been made in error by Ruka, following verification.
3.2 Technical Failure by Ruka
Critical system failures that prevent service access for 15 or more consecutive business days, verified as solely caused by Ruka, may result in a pro-rata refund or service credit.
3.3 Overpayment or Misallocation
Excess amounts resulting from administrative or processing errors will be refunded or credited to the client's account after verification.
3.4 Cooling-Off Period
Under the Electronic Communications and Transactions Act (ECTA), first-time online customers may request a refund within 7 calendar days of purchase, provided that no service setup or activation work has begun and no software has been used or deliverables received. Refunds under this provision are issued minus payment gateway or processing fees.
4. Non-Refundable Services
The following are strictly non-refundable:
- Setup or onboarding fees
- Custom software development, design, or consulting services once work has commenced
- Monthly subscription fees once a billing cycle has started
- Third-party service costs (e.g. Meta or WhatsApp API fees)
- Promotional or discounted offers
- Training sessions, workshops, or events already delivered
5. Refund Process
To request a refund, clients must:
- Submit a written request to legal@ruka.africa within 14 days of the billing date
- Include proof of payment, invoice number, and a detailed explanation
Ruka will acknowledge receipt within 5 business days and may request additional documentation. Approved refunds are processed within 30 business days using the original payment method, unless otherwise agreed.
6. Refunds for Fixed-Term Contracts
Refunds are not available for early termination of annual or multi-year contracts unless expressly specified in the Service Agreement. In exceptional circumstances involving a verified Ruka service failure, pro-rata service credits may be issued at Ruka's discretion. All prepaid fees remain non-refundable unless required by law.
7. Refund Method
Approved refunds are issued via the original payment method, or as a service credit or discount applied to a future invoice if agreed in writing. Refunds cannot be issued in cash or transferred to third parties.
8. Chargebacks and Disputes
Initiating a chargeback without first contacting Ruka may result in account suspension. Ruka reserves the right to recover any associated bank or payment processing fees.
9. Taxes and Currency
Refunds are calculated in South African Rand (ZAR), excluding VAT where applicable. Exchange rate differences are the client's responsibility. Ruka is not liable for losses resulting from currency conversion or international banking delays.
10. Refunds Due to Termination by Ruka
If Ruka terminates services without cause, refunds will be issued for unused prepaid fees. If termination results from a breach, fraud, or non-payment by the client, no refund will be issued.
11. Processing Timelines
- Acknowledgment: within 5 business days
- Assessment and verification: up to 15 business days
- Processing of approved refund: within 30 business days thereafter
- Total: up to 45 business days depending on the nature and complexity of the claim
12. Policy Updates
Ruka may update this policy at any time. The latest version will always appear on the official website. Continued use of services after policy changes constitutes acceptance of the updated terms.
13. Contact Information
Legal Department – Ruka (Pty) Ltd
Email: legal@ruka.africa
Location: Johannesburg, South Africa
14. Governing Law
This policy is governed by South African law. Disputes are resolved per the arbitration provisions in Ruka's Universal Terms & Conditions.