Refunds, deposits, and rescheduling
This policy applies to professional services booked with Service Hazelpoint (Pty) Ltd for endpoint protection setup, reviews, assessments, and retainers.
Eligibility
Fees relate to scheduled professional time and prepared materials. Refunds are considered when we cancel an engagement we cannot fulfil, or when paid work has not started and cancellation meets the notice periods below.
Timeframe to request
Refund requests must be emailed to hello@service-hazelpoint.click within 14 days of the event giving rise to the request (for example, our cancellation or your timely cancellation before work starts).
Full or partial refunds
If we cancel before work begins, you receive a full refund of amounts paid for that engagement. If you cancel with at least five business days’ notice before the first scheduled visit or session, and no preparatory work has been delivered, deposits are refundable minus a R750 administration fee. Cancellations inside five business days forfeit the deposit. Work already performed is invoiced proportionally and is not refundable.
Non-refundable items
Completed assessments, delivered reports, finished handover packs, and retainer quarters already underway are non-refundable. Third-party licence purchases you make directly with vendors are outside our refund process.
Refund process and timing
Approved refunds are processed to the original payment method within 10 business days of written approval. Bank processing times may add several days.
Cancellation and rescheduling
You may reschedule once at no charge with at least three business days’ notice. Later reschedules may incur a R1 200 planning fee. We will propose alternative dates when illness or site access issues affect a planned visit.
Deposits and no-shows
Deposits secure calendar time. If your site contact is unavailable at the agreed start without prior notice (no-show), that day is billed as worked and the deposit is applied to the invoice.
Work already started and materials
Once pilot installs or policy workshops have begun, fees for completed stages remain due. Printed or digital materials prepared specifically for your environment are part of the engagement fee and are not separately refundable.
Exceptions
Mandatory consumer rights under South African law apply where relevant. Nothing in this policy limits rights that cannot be waived by contract.
Contact for refund requests
hello@service-hazelpoint.click · 0314650291 · Seymour Road, eThekwini, eThekwini, 4052, South Africa.