1. Introduction

These Terms and Conditions govern your use of products and services offered by Cool Side Computer Systems, including AI-powered SaaS solutions, web design services, cloud hosting, domain registrations, and hardware/software product sales.

2. Refund and Returns Policy

2.1 General Principles

We operate with transparency, ethical business standards, and compliance with South African and international digital commerce regulations. Our policy includes:

  • Transparency in billing and delivery

  • Ethical AI and SaaS usage frameworks

  • Consumer rights protections

  • Adherence to South Africa’s Consumer Protection Act and international data ethics norms

2.2 Software (SaaS, AI Tools, Subscriptions)

  • Free Trials: We may offer limited-time evaluations. Clients are encouraged to use trials before purchase.

  • Refunds: Refunds are available within 7 days of the subscription start date, provided services are non-functional or critical terms are unmet.

  • No Refunds for: Auto-renewed subscriptions, user errors, change of mind, or lack of usage.

  • Annual Subscriptions: May qualify for prorated refunds based on unused time.

  • Licensing Violations: Refunds are void if licensing policies or usage limits are breached.

2.3 Hardware Products

  • Eligibility: Hardware returns must be initiated within 7 days of receipt.

  • Condition: Returned items must be unopened, unused, and in original packaging.

  • Inspection Required: All returned hardware undergoes inspection. Approved cases will be refunded or replaced.

  • Exclusions: No refunds for damage due to mishandling, misuse, or unauthorized repairs.

  • Custom or Imported Hardware: May incur restocking fees up to 20%.

2.4 Domains & Hosting

  • Domain Registrations: Final and non-refundable once processed, per ICANN policy.

  • Domain Transfers: Refunds not issued for delayed or failed transfers due to customer error.

  • Hosting Services: Refundable within 14 days of initial purchase if minimal bandwidth or CPU has been used.

  • VPS/Cloud Hosting: Partial refunds may be granted if infrastructure is underutilized.

  • Abuse of Hosting Resources: May void eligibility for returns.

2.5 Web Design & Development

  • Pre-development Stage: Refunds are permitted if the project is cancelled before the design phase.

  • Milestone-Based Projects: Partial refunds allowed based on completed milestones.

  • Completed Projects: Final and non-refundable once client has accepted or signed off.

  • Client Delays or Scope Changes: Not grounds for refund unless explicitly stated.

2.6 Request Process

To initiate a refund:

  1. Email sales@coolside.co.za with:

    • Order/Subscription ID

    • Product/Service Name

    • Reason for Refund/Return

  2. Our support team will respond within 5–7 business days.

  3. If approved, refunds are processed within 10–14 business days via the original payment method.

3. Legal Compliance and Data Ethics

Cool Side Computer Systems complies with:

South African Consumer Protection Act (CPA)

Ensures customers receive clear, fair terms and the right to return faulty goods.
📄 Read More

Protection of Personal Information Act (POPIA)

Governs data protection and privacy rights in South Africa. We commit to:

  • Obtaining explicit user consent

  • Transparent data usage policies

  • Secure storage and deletion mechanisms 📄 Read More

General Data Protection Regulation (GDPR)

Applicable to EU-based users and transactions. Promotes transparent and lawful data processing.
📄 Read More

ICANN Domain Policies

Internationally standardized rules for domain management and dispute resolution.
📄 Read More

OECD Guidelines for Multinational Enterprises

Encourages ethical and responsible digital business conduct.
📄 Read More

Our data governance is reinforced by:

  • AI Ethics Policy (under development)

  • Data Governance Policy (aligned to POPIA & GDPR)

  • Corporate Social Responsibility (CSR) Reports (published annually)

4. Simplified Refund & Returns FAQ

Q1: Can I get a refund for my SaaS or AI subscription?
A1: Yes, within 7 days if the service is not working as promised.

Q2: Can I return purchased hardware?
A2: Yes, if it is returned within 7 days, unused and in original packaging.

Q3: Are domain names refundable?
A3: No. Domains are non-refundable once registered.

Q4: What if my hosting plan doesn’t meet my needs?
A4: You may request a refund within 14 days if resource usage is minimal.

Q5: Can I cancel my website project and get a refund?
A5: It depends on progress. Full refund if before design phase; partial refunds may apply if milestones are reached.

Q6: How do I file a return or refund request?
A6: Email sales@coolside.co.za with your order ID and reason for the request.

These terms may be updated periodically. Customers will be notified via email or website notices.

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