ZIBUKE ONCALL | CANCELLATION POLICY

Effective Date: January 1, 2026 Last Updated: June 11, 2026 Version: 2.1

1. OVERVIEW

This Cancellation Policy explains how to cancel your Zibuke OnCall subscription plan or Master Practice Modules training course. It covers what happens to your services, your payments, and your data when you cancel. We believe in being upfront with you. Cancellation should be simple and fair. That is how we would want to be treated, and that is how we treat you. This policy follows the Consumer Protection Act 68 of 2008 (South Africa). Your statutory rights are always protected.

2. DEFINITIONS

Term Definition
Subscription Plan The monthly repair plan (Silver, Gold, or Platinum) purchased by the customer
Subscription Fee The monthly payment for the chosen repair plan
Cancellation The termination of your subscription plan and related services
Cooling-Off Period 7 business days from initial subscription payment
Notice Period The time between requesting cancellation and the cancellation taking effect
Outstanding Bookings Repair services that have been booked but not yet completed
Active Repair An appliance currently being repaired at our workshop
Warranty Period 6 months from the date of completed repair
Waiting Period The first 6 months of subscription during which repairs cannot be claimed
Master Practice Modules The 6-month workplace preparation course for appliance repair
Learner Portal The online platform where MPM learners access course materials and track progress

3. YOUR RIGHT TO CANCEL

3.1 Statutory Right

Under the Consumer Protection Act 68 of 2008, you have the right to cancel a fixed-term agreement: - At any time, with 20 business days' notice - Without penalty, if cancellation is due to our breach of contract - Without penalty, if we materially change the terms of the agreement These are your legal rights. We respect them fully.

3.2 Cooling-Off Period

You have 7 business days from your initial subscription payment to cancel your subscription. This applies only if you have not registered any appliances, booked any repair services, initiated any claims, or used any services. During the cooling-off period: - Full refund of subscription fee - No cancellation fees - Immediate account deactivation We offer this because we want you to feel confident about your decision. If our service is not right for you, you should be able to walk away without losing anything.

3.3 Voluntary Cancellation

You may cancel your subscription at any time after the cooling-off period, subject to: - 20 business days' notice - Completion or cancellation of outstanding bookings - Return of any appliances currently in our possession - Settlement of any outstanding payments

4. CANCELLATION PROCESS

4.1 How to Cancel

You may cancel your subscription using any of the following methods:

Method 1: Online (Recommended)

1. Log into your Customer Portal at https://zibukeoncall.co.za/portal.html 2. Navigate to "My Account" → "Subscription" 3. Click "Cancel Subscription" 4. Select your reason for cancellation 5. Confirm cancellation request 6. Receive confirmation email

Method 2: Email

Send your cancellation request to: [email protected] Include: - Your full name - Account ID (found in your portal or confirmation emails) - Subscription plan (Silver, Gold, or Platinum) - Date you wish cancellation to take effect - Reason for cancellation (optional)

Method 3: Phone

Call us at: +27 (0) 11 123 4567 Available: Wednesday to Sunday, 9:00 AM - 6:00 PM SAST

Method 4: In Writing

Send a letter to: Zibuke OnCall (Pty) Ltd Cancellation Department [Physical Address] Johannesburg, South Africa

4.2 Cancellation Confirmation

Within 3 business days of receiving your cancellation request, we will: 1. Send you a cancellation confirmation email 2. Provide your cancellation reference number 3. Outline the next steps and any outstanding requirements 4. Confirm the effective cancellation date

4.3 Cancellation Effective Date

Cancellation Scenario Effective Date
Cooling-off period (7 days) Immediate
Voluntary cancellation 20 business days after request
Cancellation due to our breach Immediate
Cancellation due to material change Immediate
Outstanding bookings pending After completion or cancellation of bookings

5. WHAT HAPPENS WHEN YOU CANCEL

5.1 Subscription Benefits

When your cancellation takes effect:
Benefit Status After Cancellation
Access to Customer Portal Deactivated after 30 days
Repair services No longer available
Collection and delivery services No longer available
Appliance registration Deactivated
New bookings Cannot be made
Warranty on existing repairs Continues for remaining warranty period
Your warranty on repairs already completed does not disappear when you cancel. We stand behind our work regardless of your subscription status.

5.2 Registered Appliances

When you cancel your subscription: - Your registered appliances remain in our system for record-keeping - You cannot register new appliances after cancellation - Your appliance repair history is preserved for warranty claims - You may reactivate your subscription within 12 months without re-registering appliances We do not delete your history. If you come back, you pick up where you left off.

5.3 Outstanding Bookings

If you have outstanding bookings at the time of cancellation:
Booking Status Action
Booked but not started Cancelled at your request
Appliance collected, awaiting diagnosis Diagnosis completed, quotation provided
Appliance in workshop, diagnosis complete Quotation provided, you decide whether to proceed
Appliance being repaired Repair completed and delivered
Appliance awaiting delivery Delivered to your address
You are responsible for: - Deciding whether to proceed with repairs after diagnosis - Paying for any repairs already in progress - Paying delivery costs for any appliances collected

5.4 Active Repairs

If an appliance is currently being repaired when you cancel: 1. We will complete the repair and deliver the appliance 2. You will be charged for the repair (delivery + labour + parts) 3. The 6-month warranty applies from the date of delivery 4. You may claim warranty during the warranty period even after cancellation

5.5 Waiting Period

If you cancel during the waiting period (first 6 months): - No refund for the current billing cycle - No refund for the waiting period already served - If you reactivate within 12 months, the waiting period continues from where it left off - If you reactivate after 12 months, a new waiting period begins

6. MASTER PRACTICE MODULES CANCELLATION

The Master Practice Modules is a 6-month workplace preparation course. Here is how cancellation works.

6.1 Before the Programme Starts

If you cancel before your programme start date: - Within 7 business days of registration payment: Full refund of the registration fee (R4,000 or R17,500 if paid upfront). No questions asked. - After 7 business days but before start date: No refund of the registration fee. Your Learner Portal access will be deactivated. - Application fee (R950): Non-refundable in all cases. The work of reviewing your application was already done.

6.2 During the Programme

If you cancel while the programme is in progress: - Current month's installment (R3,200): Non-refundable. Your Master Craftsman has already committed time and resources for this month. - Future months: No further charges will be applied. If you paid upfront, you may be eligible for a pro-rata refund for months that have not yet started. - Learner Portal access: Deactivated at the end of the current month. - Evidence and progress: Your uploaded evidence and progress records are preserved for 12 months in case you want to re-enrol.

6.3 Cancellation by Zibuke OnCall

If we cancel the programme for any reason: - Full refund of all fees paid, including the application fee - Refund processed within 14 business days - Priority placement in the next available programme if you want to continue - All your evidence and progress records are preserved and transferred to the new programme

6.4 How to Cancel Your MPM Enrolment

You may cancel using any of these methods: Online: Log into your Learner Portal and click "Withdraw from Programme" under Account Settings. Email: Send your cancellation to [email protected] with your full name, learner reference number, and reason for cancellation. Phone: Call +27 (0) 11 123 4567 during business hours (Wednesday to Sunday, 9:00 AM to 6:00 PM SAST).

6.5 What Happens to Your Evidence

When you cancel your MPM enrolment: - Evidence you uploaded (photos, notes, voice recordings) is preserved for 12 months - Progress records are preserved for 12 months - If you re-enrol within 12 months: Your evidence and progress are restored - If you re-enrol after 12 months: You start fresh. Previous evidence is not recoverable.

6.6 Re-enrolment After Cancellation

If you cancel and want to re-enrol: - Within 12 months: You can re-enrol without paying the application fee again. Your evidence and progress are restored. You pick up where you left off. - After 12 months: You must submit a new application and pay the application fee again. Previous evidence is not recoverable.

7. CANCELLATION FEES

7.1 No Cancellation Fees

We do not charge cancellation fees for: - Cancellation during the cooling-off period - Cancellation due to our breach of contract - Cancellation due to material change in terms - Cancellation after completing the minimum subscription period (if applicable) We do not believe in trapping you with fees. If you want to leave, you should be able to leave.

6.2 Outstanding Payments

You are responsible for any outstanding payments at the time of cancellation:
Outstanding Payment When Due
Current month's subscription Immediately
Repair costs (in progress) Upon completion of repair
Delivery costs (collected appliances) Upon delivery
Parts already ordered Immediately

6.3 Early Termination

If you cancel before completing a minimum subscription period (if applicable): - No early termination fee if no minimum period was agreed - Pro-rata refund for unused portion of prepaid subscriptions - No refund for the current billing cycle

8. REACTIVATION

8.1 Reactivation Within 12 Months

If you want to reactivate your subscription within 12 months of cancellation: 1. Log into your Customer Portal (if account is still active) 2. Navigate to "My Account" then "Subscription" 3. Click "Reactivate Subscription" 4. Select your new plan (if different from previous) 5. Complete payment for the first month Benefits of reactivation within 12 months: - No need to re-register appliances - Waiting period continues from where it left off - Appliance history preserved - Existing warranty claims honored We remember you. Your history stays with us.

8.2 Reactivation After 12 Months

If you want to reactivate your subscription after 12 months: 1. You must create a new account 2. You must re-register all appliances 3. A new waiting period begins 4. Previous appliance history is not carried over 5. Previous warranty claims are not honored After 12 months, we start fresh together. This protects both of us from outdated information.

8.3 Reactivation Fees

We do not charge reactivation fees. However: - You must pay the first month's subscription at the time of reactivation - Any outstanding payments from previous subscription must be settled - If you had outstanding bookings at cancellation, these must be resolved We do not penalize you for coming back. We welcome it.

9. CANCELLATION SCENARIOS

8.1 Customer-Initiated Cancellation

Scenario Refund Fees Waiting Period
Cooling-off period (7 days, no services) Full refund None N/A
After cooling-off, no services used No refund for current month None Continues if reactivated within 12 months
Outstanding bookings pending No refund for current month Outstanding repair/delivery costs Continues if reactivated within 12 months
Active repair in progress No refund for current month Repair costs Continues if reactivated within 12 months

8.2 Our-Initiated Cancellation

We may cancel your subscription in the following circumstances:
Scenario Notice Refund Fees
Non-payment (3 months) 30 days No refund Outstanding payments due
Fraudulent activity Immediate No refund None
Violation of Terms of Service 30 days Pro-rata refund None
Service discontinuation 90 days Pro-rata refund None

8.3 Force Majeure Cancellation

If services are cancelled due to force majeure (natural disasters, pandemics, etc.): - 90 days' notice if possible - Pro-rata refund for unused subscription period - No cancellation fees - Priority reactivation when services resume

10. WARRANTY AFTER CANCELLATION

10.1 Existing Warranty Claims

If you have an active warranty claim at the time of cancellation: - The warranty period continues for the remaining duration - You may claim warranty during the warranty period - No subscription required to claim warranty on existing repairs - Free re-repair if the same fault recurs during warranty period Your warranty is a promise we made when we repaired your appliance. Cancelling your subscription does not break that promise.

10.2 Warranty Claim Process After Cancellation

1. Contact us within the 6-month warranty period 2. Provide your repair reference number 3. Describe the fault and when it started 4. We arrange collection within 3 business days 5. No subscription required for warranty claims We honour our warranties even after you leave. That is accountability.

9.3 Warranty Expiration

When the warranty period expires: - No further claims can be made - No subscription required for warranty claims during the warranty period - No subscription required to receive warranty service

11. DATA RETENTION AFTER CANCELLATION

10.1 Data Retention Period

After cancellation, we retain your data as follows:
Data Type Retention Period
Account information 12 months
Appliance registration 12 months
Repair history 5 years
Warranty records 5 years
Payment records 5 years
Communication records 2 years

10.2 Data Deletion

After the retention period: - Account information is deleted - Appliance registration is deleted - Repair history is archived (anonymized) - Warranty records are archived (anonymized) - Payment records are retained for legal compliance - Communication records are deleted

10.3 Data Access After Cancellation

During the retention period, you may: - Request access to your data - Request correction of inaccurate data - Request deletion of data (subject to legal requirements) - Export your data in a portable format

12. SPECIAL CIRCUMSTANCES

12.1 Bereavement

In the event of a customer's death: 1. Immediate family members may request account closure 2. Outstanding balances are written off based on documented circumstances 3. Any appliances in our possession are returned to the estate 4. No cancellation fees apply 5. Pro-rata refund for unused subscription (if applicable) Required documentation: - Death certificate - Proof of relationship - Estate documentation (if applicable) We handle these situations with the sensitivity they deserve. Grief is hard enough without bureaucratic obstacles.

12.2 Financial Hardship

If you are experiencing financial hardship: - Contact us to discuss reduced rates or payment plans - We may offer subscription suspension (up to 3 months) - No cancellation fees for hardship-related cancellations - Priority reactivation when financial situation improves We understand that life happens. We would rather help you through a difficult time than lose you as a customer.

12.3 Medical Emergencies

If you cannot use our services due to a medical emergency: - Contact us with medical documentation - We may offer subscription suspension (up to 6 months) - No cancellation fees for medical-related cancellations - Priority reactivation when you are able to use services again Your health comes first. We work around your situation, not the other way around.

12.4 Relocation

If you are relocating outside our service area: - Contact us with your new address - We confirm if services are available in your new area - If services are not available, we process cancellation - No cancellation fees for relocation-related cancellations - Pro-rata refund for unused subscription (if applicable) Moving is stressful enough. We make the cancellation part as simple as possible.

13. DISPUTE RESOLUTION

12.1 Internal Resolution

If you are not satisfied with our cancellation decision: 1. Request a review by our Customer Service Manager 2. Provide additional documentation or evidence 3. We will respond within 15 business days

12.2 External Resolution

If internal resolution is unsuccessful: - Consumer Goods and Services Ombud: https://cgso.org.za - National Consumer Commission: https://thencc.gov.za - Small Claims Court: For claims under R20,000 - Consumer Protection Act: You have the right to approach the Consumer Tribunal

12.3 Legal Proceedings

This policy does not prevent you from: - Seeking legal advice - Approaching the Consumer Tribunal - Exercising your rights under the Consumer Protection Act

14. CONTACT INFORMATION

Channel Details
Email [email protected]
Phone +27 (0) 11 123 4567
Hours Wednesday to Sunday, 9:00 AM - 6:00 PM SAST
Website https://zibukeoncall.co.za
Portal https://zibukeoncall.co.za/portal.html

15. DATA PROTECTION AND POPIA COMPLIANCE

We process your personal information in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA).

15.1 What Data We Collect

We collect only the data necessary to provide our services:
Data Type Purpose
Name and contact details To communicate with you about your subscription or course
Payment information To process payments and refunds
Appliance details To provide repair services
Repair history To honour warranties and provide quality service
Course progress and evidence To assess your learning and provide feedback
Communication records To resolve disputes and improve service

15.2 How We Use Your Data

We use your data only for the purposes you consented to: - To provide the services you requested - To process payments and refunds - To communicate about your account - To comply with legal obligations - To improve our services (with your consent) We do not sell your data to third parties. We do not use your data for marketing without your explicit consent.

15.3 Your Rights Under POPIA

You have the right to: - Access your personal information - Correct inaccurate information - Delete your information (subject to legal retention requirements) - Object to processing of your information - Withdraw consent at any time - Lodge a complaint with the Information Regulator

15.4 Data Security

We protect your data with: - Encrypted storage for sensitive information - Access controls that limit who can see your data - Regular security assessments - Staff training on data protection - Incident response procedures for data breaches

15.5 Data Retention After Cancellation

After cancellation, we retain your data only as long as necessary:
Data Type Retention Period
Account information 12 months after cancellation
Appliance registration 12 months after cancellation
Repair history 5 years (warranty and legal requirements)
Payment records 5 years (tax and legal requirements)
Course evidence 12 months after completion or cancellation
Communication records 2 years
After the retention period, your data is securely deleted or anonymized.

15.6 Cross-Border Transfers

We do not transfer your personal information outside South Africa without your explicit consent, except where required by law or necessary to provide the service (for example, payment processing through secure international platforms).

15.7 Information Officer

Our Information Officer is responsible for ensuring POPIA compliance: - Name: Mary Zakewa - Email: [email protected] - Phone: 065 548 4962 - Address: Zibuke Africa (Pty) Ltd, No 1 The Parade, Johannesburg

15.8 Data Breach Notification

If a data breach occurs that affects your personal information, we will: - Notify you within 72 hours of discovering the breach - Describe what happened and what data was affected - Explain what steps we are taking to address the breach - Provide guidance on how you can protect yourself

16. LEGAL NOTICE

This cancellation policy is governed by the laws of the Republic of South Africa, including but not limited to: - Consumer Protection Act 68 of 2008 - Electronic Communications and Transactions Act 25 of 2002 - Protection of Personal Information Act 4 of 2013 Nothing in this policy limits your statutory rights as a consumer under South African law.

17. POLICY UPDATES

This cancellation policy may be updated from time to time. We will: - Notify you of material changes via email - Post updated policy on our website - Provide 30 days' notice before changes take effect - Continue to honor cancellations under the policy in effect at the time of your request

18. ACKNOWLEDGMENT

By subscribing to any Zibuke OnCall plan or using our services, you acknowledge that you have read, understood, and agree to this Cancellation Policy.

19. QUICK REFERENCE SUMMARY

Question Answer
How do I cancel? Online portal, email, phone, or written request
Is there a cancellation fee? No cancellation fees
How long does it take? 20 business days (or immediate during cooling-off)
Do I get a refund? No refund for current billing cycle (except cooling-off)
What about my registered appliances? Preserved for 12 months for reactivation
What about outstanding bookings? Must be completed or cancelled
What about active repairs? Completed and delivered, you pay for repair
What about warranty? Continues for remaining warranty period
Can I reactivate? Yes, within 12 months without re-registering appliances
What about my data? Retained for 12 months (accounts) to 5 years (records)
How do I cancel MPM? Learner Portal, email, or phone
MPM application fee refundable? No, non-refundable
MPM registration fee refundable? Yes, within 7 days if no portal access
MPM monthly installments refundable? No, once the month starts
What happens to my MPM evidence? Preserved for 12 months for re-enrolment
Zibuke OnCall (Pty) Ltd Registration Number: [Company Registration Number] VAT Number: [VAT Number] Effective Date: January 1, 2026 Version: 1.0
*This policy was last updated on June 9, 2026.*