Refund Policy

1. About Us

sVend is operated by Makha Holdings (Pty) Ltd (Registration Number: 2025/009557/07), with registered address at 62 Childrens Way, Bergvliet, Cape Town.

2. Overview

At sVend, we strive to ensure customer satisfaction with every transaction. This Refund Policy outlines the circumstances under which refunds may be issued for water voucher purchases and hardware orders made through our platform.

3. Water Voucher Purchases

2.1 Non-Refundable Transactions

Once a water voucher has been successfully generated and the token/PIN has been delivered, the transaction is generally considered final and non-refundable. This is because:

• Digital vouchers are immediately usable upon generation
• Tokens cannot be "unused" once generated
• Water credits are loaded to the meter system

2.2 Eligible Refund Scenarios

Refunds may be considered in the following circumstances:

• Payment Error: You were charged but no voucher was generated due to a system error
• Duplicate Charges: You were charged multiple times for the same transaction
• Incorrect Amount: You were charged a different amount than displayed at checkout
• Failed Voucher Generation: The system failed to generate a valid voucher code
• Meter Malfunction: The voucher cannot be used due to a verified meter hardware failure (subject to investigation)

4. Hardware Purchases (Smart Meters)

3.1 Return Window

Smart meter hardware purchases may be returned within 14 days of delivery, provided:

• The product is unused and in its original packaging
• All accessories and documentation are included
• The product has not been installed or activated
• You have proof of purchase

3.2 Defective Products

If you receive a defective smart meter, please contact us within 7 days of delivery. We will arrange for a replacement or full refund after verification of the defect.

5. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our support team at rapuleng88@gmail.com
2. Provide your order number and the email associated with your account
3. Describe the issue and reason for the refund request
4. Include any relevant screenshots or documentation
5. For hardware returns, await return shipping instructions

6. Refund Processing

Once your refund request is approved:

• Refunds will be processed within 5-10 business days
• The refund will be credited to the original payment method
• You will receive an email confirmation when the refund is processed
• Bank processing times may vary (additional 3-5 business days)

7. Disputes

If you believe a refund was incorrectly denied, you may:

• Request a review by emailing rapuleng88@gmail.com with additional information
• Escalate the matter through our formal dispute resolution process
• Contact your payment provider for assistance with disputed charges

8. Exceptions

Refunds will NOT be issued in the following cases:

• Change of mind after voucher generation
• Unused water credits due to tenant moving or vacating the property
• Issues caused by user error (e.g., purchasing for the wrong meter)
• Disputes between tenants and landlords regarding water pricing
• Service interruptions due to landlord meter deactivation
• Hardware damaged due to improper installation or use

9. Cancellations

Orders may be cancelled without penalty only if:

• Water Vouchers: Cancellation is requested before the voucher is generated (typically within seconds of payment)
• Hardware Orders: Cancellation is requested before the order is shipped

To cancel an order, contact support immediately at rapuleng88@gmail.com

10. Contact Information

For refund requests or questions about this policy, please contact us:

11. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to this page. We encourage you to review this policy periodically.