Refund & Cancellation Policy

This Refund & Cancellation Policy applies to paid subscriptions for LockLayer ONE supplied by LockLayer Cyber (Pty) Ltd, trading as LockLayer Cyber ("LockLayer", "we", "us" or "our").

LockLayer ONE is a business-to-business cloud software service. Subscriptions may be offered on a monthly or annual basis and are delivered digitally. No physical goods are supplied or shipped.

This Policy should be read together with our Terms & Conditions and Digital Service Delivery Policy.

1. 14-day trial

LockLayer ONE may provide eligible prospective Customers with a 14-day trial so that they can evaluate the platform before purchasing a subscription.

Where no payment has been taken during the trial, there is no subscription payment to refund.

A trial does not automatically convert to a paid subscription unless the Customer has been clearly informed of the applicable price, billing frequency and conversion terms and has authorised the applicable payment arrangement.

2. Monthly subscriptions

A monthly subscription provides access to the applicable paid LockLayer ONE plan for the relevant monthly billing period.

Where monthly subscriptions automatically renew, the subscription will continue for successive monthly billing periods until cancelled, subject to the applicable checkout terms and South African law.

A Customer may cancel a monthly subscription to prevent a future renewal. Unless applicable law, the checkout terms or another written agreement provides otherwise, cancellation ordinarily takes effect for renewal purposes at the end of the billing period that has already been paid for.

The Customer may ordinarily continue to use the paid service until the end of that paid billing period.

3. Annual subscriptions

An annual subscription provides access to the applicable LockLayer ONE plan for the relevant annual subscription period.

Where an annual subscription automatically renews, cancellation should be requested before the next renewal is processed if the Customer does not wish to continue for another annual period.

Unless applicable law, the checkout terms or a separately agreed contract provides otherwise, cancellation ordinarily prevents the next renewal rather than immediately terminating access to an annual period that has already been paid for.

The Customer may ordinarily continue using the subscribed service until the end of the paid annual period.

4. How to cancel

Where self-service subscription management is available, Customers may cancel through the applicable account or billing functionality in LockLayer ONE.

If self-service cancellation is not available, a cancellation request may be sent to limpho@locklayercyber.co.za.

The request should include sufficient information for us to identify the relevant Customer organisation and subscription. We may take reasonable steps to verify that the person requesting cancellation is authorised to act for the Customer.

5. Effective date of cancellation

Unless otherwise required by applicable law or agreed in writing, cancellation normally stops the subscription from renewing after the current paid subscription period.

Cancellation does not ordinarily mean that an active paid account is immediately deleted. Access may remain available until the end of the current paid period.

Customers who require account closure or deletion of information should contact LockLayer separately. Data retention and deletion are subject to our Privacy Policy, applicable law, security requirements and contractual obligations.

6. Refund requests

Because LockLayer ONE is a digitally delivered subscription service, cancellation of a subscription does not automatically result in a refund for a billing period that has already begun or been supplied.

However, LockLayer does not exclude refunds, credits or other remedies where they are required under applicable South African law, arise from an applicable contractual commitment, or are appropriate because of a verified billing or payment error.

Refund requests will therefore be considered according to the circumstances of the transaction, the applicable subscription terms and any rights that cannot lawfully be excluded.

7. Duplicate payments

If a Customer is charged more than once for the same subscription transaction because of a verified duplicate payment, the Customer should contact LockLayer as soon as reasonably possible.

Once the duplicate payment has been verified, LockLayer will take appropriate steps to correct the duplicate charge, which may include arranging a refund through the relevant payment provider.

8. Incorrect billing

If you believe that you were charged an incorrect amount, charged for the wrong subscription, charged after an effective cancellation, or otherwise billed incorrectly, contact us at limpho@locklayercyber.co.za.

Please provide sufficient information to allow us to investigate, such as the Customer organisation, transaction date, amount and relevant transaction or invoice reference. Do not send full payment card details by email.

Where an investigation confirms a billing error for which LockLayer is responsible, we will take reasonable corrective action, subject to the applicable payment provider's processing procedures and applicable law.

9. Failed or reversed payments

If a subscription payment fails, is declined, reversed or cannot be verified, paid service activation or renewal may not be completed.

LockLayer may request that the Customer update or retry the applicable payment method. Access may be restricted or suspended where payment remains outstanding, subject to applicable law and contractual terms.

10. Payment provider processing

LockLayer may use third-party payment providers, including PayFast and Paystack, to process subscription payments.

Where a refund is approved, it may need to be processed through the payment provider originally used for the transaction. Processing times can depend on that provider, the Customer's bank or other payment systems outside LockLayer's direct control.

LockLayer therefore does not guarantee that an approved refund will appear in a Customer's bank account within a specific number of days unless a particular timeframe has been confirmed for that transaction.

11. Service delivery problems

If payment has been successfully confirmed but the Customer does not receive the digital access associated with the purchased subscription, the Customer should contact LockLayer before purchasing the same subscription again.

We will investigate the account activation and payment status and take reasonable steps to provide the purchased access or otherwise resolve the transaction appropriately.

Further information is available in our Digital Service Delivery Policy.

12. Service outages

Temporary service interruption does not automatically create an entitlement to a full or partial refund.

Any remedy relating to service availability will depend on the circumstances, applicable law, the Customer's subscription terms and any separately agreed service level commitments.

13. Statutory rights

Nothing in this Policy is intended to waive, restrict or exclude a Customer's rights or remedies where those rights cannot lawfully be waived, restricted or excluded under South African law.

The application of consumer-protection legislation may depend on the nature of the Customer and the transaction. Where the Consumer Protection Act 68 of 2008 or another applicable law grants mandatory rights in relation to cancellation, renewal, service quality or refunds, those rights continue to apply.

14. Chargebacks and payment disputes

Customers are encouraged to contact LockLayer promptly regarding a suspected billing error so that we can investigate it.

Nothing in this Policy prevents a Customer from exercising any lawful rights available through its bank, payment provider or applicable legislation.

15. Changes to this Policy

LockLayer may update this Refund & Cancellation Policy as our subscription arrangements, payment processes or legal obligations change.

The current version will be published on this page and will display its effective date and last-updated date.

16. Contact us

Cancellation, refund and billing enquiries may be sent to:

LockLayer Cyber (Pty) Ltd
Trading as LockLayer Cyber
Registration number: 2023/125743/07
Physical business address: 17 Elliot Street, Rynfield, Benoni, Gauteng, South Africa
Email: info@locklayercyber.co.za
Website: www.locklayercyber.co.za