Safety Secure App Refund Policy

At Safety Secure, we are committed to delivering a high-quality experience through our app and ensuring our clients’ satisfaction. However, we understand that there may be instances where users require a refund. This Refund Policy outlines the conditions under which refunds will be processed, eligibility criteria, and the steps to initiate a refund request.

1. Refund Eligibility

Refunds are considered only in specific, verifiable cases where the app or related services fail to perform as expected or where charges have been erroneously applied. The following are the primary circumstances in which a refund may be issued:

– Technical Malfunctions: In cases where the app encounters critical and consistent technical issues that impair core functionality (such as login failures, inability to complete inspections, or repeated crashes), and these issues are reported and unresolved by our support team after a reasonable timeframe.

– Billing Errors: If duplicate or unauthorized charges occur due to a processing error on our end, a refund will be granted for the excess charges.

– Service Delivery Issues: If the app does not deliver key functionalities that were explicitly advertised at the time of purchase and documented evidence supports this, a refund may be granted, provided all troubleshooting and support avenues have been exhausted.

Note: Refunds are not issued for minor bugs or issues that do not materially affect the app’s core functions, nor for isolated incidents that are resolved within a reasonable time by the support team.

2. Non-Refundable Situations

The following cases are explicitly ineligible for refunds:

– User Dissatisfaction Without Just Cause: Refunds are not issued if users decide they no longer wish to use the app or find it does not meet their subjective preferences. Refunds are based solely on technical or billing issues as outlined above.

– Usage-Based Fees and In-Progress Subscriptions: Subscription fees for completed or active billing periods are non-refundable, even if the user has not actively used the app or has only partially used its services.

– Account Misuse or Unauthorized Access: Refunds will not be granted if loss or inconvenience arises due to misuse, unauthorized access, or failure to secure user credentials. Users are solely responsible for safeguarding their account details.

– Failure to Cancel Before Renewal: Subscriptions are automatically renewed unless canceled before the end of the billing cycle. Refunds will not be granted for renewal charges if cancellation was not completed on time by the user.

– Policy Changes: Refunds will not be granted retroactively based on dissatisfaction with changes made to the Refund Policy or other policies. Users are responsible for staying informed of policy updates.

3. Subscription-Specific Terms

– Monthly Subscriptions: Fees for monthly subscriptions are non-refundable once the billing period has begun. Users may cancel subscriptions anytime to avoid future charges, but refunds will not apply to the current month.

– Annual Subscriptions: Refunds for annual subscriptions may be issued on a prorated basis only if significant, ongoing technical issues remain unresolved despite best-effort support. Partial refunds are granted solely at Safety Secure’s discretion, and requests must be supported by documented evidence of the issues.

– Trial Periods and Introductory Offers: Some subscriptions may include free trials or discounted periods. Refunds are not available once these introductory periods transition into full-price billing cycles, unless technical issues warrant an exception.

4. Additional Services Refunds

Safety Secure offers add-on services, such as customized dashboards, specialized inspection templates, and account management, billed on a monthly basis. Refunds for these services are subject to the following conditions:

– Service Cancellation: If a user cancels an additional service within the first 14 days of billing, a prorated refund for that month may be considered. Requests submitted after the 14-day period will not be eligible for refunds.

– Service Non-Delivery: In cases where Safety Secure fails to deliver a custom service as agreed upon (e.g., specialized template customization that remains incomplete), users may request a partial refund for that service only. Refund eligibility will be determined based on the progress and support interaction documentation.

5. Requesting a Refund

Users must follow the steps below to submit a refund request:

1. Contact Safety Secure Support: Users must first contact our support team at support@safetysecure.com or through the app’s support section, describing the issue in detail.

2. Provide Supporting Documentation: All requests must include relevant documentation, such as payment receipts, timestamps, error screenshots, or records of support interaction related to the unresolved issue.

3. Wait for Verification: Our team will review each case within 7 business days and may request additional information if necessary. Refund approvals are based solely on documented evidence of eligibility under this policy.

6. Refund Processing

If a refund is approved, processing will typically be completed within 7-10 business days. Refunds are issued to the original payment method used at purchase. Safety Secure is not responsible for delays due to the payment provider’s processing times or policies.

7. Chargeback Policy

Users are encouraged to contact Safety Secure support before initiating chargebacks with their financial institution. Unauthorized chargebacks or payment disputes may result in immediate account suspension, blocking of future transactions, and potential legal action. Users will be responsible for any fees incurred by Safety Secure due to unsubstantiated chargebacks.

8. Policy Changes and Updates

Safety Secure reserves the right to modify this Refund Policy at any time. Users are advised to periodically review the policy for updates. Continued use of the app following any policy modification constitutes acceptance of the revised terms. Refunds will not be issued based on retroactive dissatisfaction with policy changes.

9. Disclaimer

This Refund Policy constitutes the entire agreement between Safety Secure and the user regarding refunds. It supersedes any prior agreements or representations, whether written or oral. Safety Secure reserves the right to make final decisions regarding refunds and to refuse any requests that do not comply with the conditions of this policy.

For questions regarding this Refund Policy or any other inquiries, please contact Safety Secure at support@safetysecure.co.za. We are here to assist with all concerns to ensure a satisfactory experience with the Safety Secure app.