ZIBUKE ONCALL | REFUND POLICY
Effective Date: January 1, 2026
Last Updated: June 11, 2026
Version: 2.1
1. OVERVIEW
This Refund Policy explains when and how Zibuke OnCall provides refunds. It applies to our appliance repair subscription plans and our Master Practice Modules training course.
We wrote this policy to be clear and fair. We believe you deserve to know exactly where you stand before you commit to anything. That is how we build trust.
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 |
| Repair Service |
The collection, diagnosis, repair, and delivery of appliances |
| Waiting Period |
The first 6 months of subscription during which repairs cannot be claimed |
| Quotation |
The cost estimate provided after diagnosis, including delivery and labour costs |
| Warranty Period |
6 months from the date of completed repair |
| Master Practice Modules |
The 6-month workplace preparation course for appliance repair |
| Application Fee |
The R950 fee paid when submitting an MPM application |
| Registration Fee |
The R4,000 fee paid after MPM application approval to secure your place |
| Monthly Installment |
The R3,200 payment due at the end of each programme month |
| Upfront Payment |
The R17,500 one-time payment that covers all MPM fees |
| Data Subject |
You, the person whose personal information we process |
| Information Officer |
The person responsible for POPIA compliance at Zibuke OnCall |
3. SUBSCRIPTION FEE REFUNDS
3.1 Cooling-Off Period
You have
7 business days from your initial subscription payment to request a full refund. This applies only if you have not registered any appliances, booked any repair services, or initiated any claims.
We offer this because we want you to feel confident about your decision. If our service is not right for you within those 7 days, you should be able to walk away without losing anything.
How to request: Email
[email protected] with your account details and reason for cancellation.
Processing time: Refunds are processed within
14 business days of receiving your request.
3.2 Monthly Subscription Refunds
Monthly subscription fees are
non-refundable once the billing cycle has begun. This is because we allocate resources, schedule technicians, and prepare logistics based on your subscription at the start of each month.
There are four exceptions where we will refund you:
| Scenario |
Refund |
| Service not provided due to our error |
Full refund of affected month |
| Duplicate payment |
Full refund of duplicate amount |
| System error resulting in overcharge |
Refund of overcharged amount |
| Service suspension due to our technical issues |
Pro-rata refund for affected days |
If something goes wrong on our side, we take responsibility. That is not a slogan. That is how we operate.
3.3 Annual Subscription Refunds
If you have paid for an annual subscription in advance:
-
Within first 7 business days: Full refund (cooling-off period)
-
After 7 business days: No refund for unused months, unless service was not provided due to our error
-
Service termination by us: Pro-rata refund for remaining months
3.4 Refund Exceptions
No refund will be provided if:
- You have violated our Terms of Service
- Your account has been suspended or terminated due to fraudulent activity
- You have outstanding payments or unpaid invoices
- The subscription was purchased through a third-party reseller (contact the reseller directly)
- You have made a claim during the subscription period
4. REPAIR SERVICE REFUNDS
4.1 Quotation Declined After Diagnosis
If we diagnose your appliance and you decide not to proceed with the repair, you only pay for the delivery cost (collection and return of the appliance). There are no labour or parts charges.
We believe you should never feel trapped into a repair. The diagnosis is free. The decision is yours.
4.2 Repair Not Possible
If we cannot repair your appliance after diagnosis, we refund any labour charges you paid. Parts charges are also refunded if parts were ordered but not used.
The delivery cost is not refunded because the collection and return service was provided. We were there. We tried. We are honest about the result.
4.3 Repair Completed but Appliance Still Faulty
If your appliance is returned and the original fault is still there, we re-collect and re-repair it at no additional cost. If re-repair is not possible, we refund the labour charges in full.
This is our accountability. If we said we fixed it and we did not, we make it right.
4.4 Repair Causes Additional Damage
If our repair causes additional damage to your appliance, we repair that damage at no cost to you. If repair is not possible, we compensate you at the current market value of the appliance and refund the original repair charges in full.
This does not apply to pre-existing damage or damage that was disclosed before the repair.
We take full responsibility for our work. If we make it worse, we fix it or we pay for it.
4.5 Warranty Claims (6-Month Warranty)
Every repair comes with a
6-month warranty. If the same fault recurs, or a related fault caused by our repair appears, we re-repair it free of charge or give you a full refund.
| Issue |
Resolution |
| Same fault recurs |
Free re-repair or full refund |
| Related fault (caused by original repair) |
Free re-repair or full refund |
| Unrelated fault |
New repair at standard rates |
| Parts failure (original parts) |
Free replacement parts and labour |
| Parts failure (aftermarket parts) |
Free replacement with genuine parts |
How to claim:
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
A warranty is a promise. We keep our promises.
5. MASTER PRACTICE MODULES REFUNDS
The Master Practice Modules is a 6-month workplace preparation course. Here is how refunds work for each payment.
5.1 Application Fee (R950)
The R950 application fee covers the cost of reviewing your application, verifying your documents, and assessing your eligibility.
Non-refundable: Once we begin reviewing your application, the fee is non-refundable. This applies whether your application is approved or rejected.
Refundable: If we reject your application without reviewing it (for example, if we cancel the programme before processing your application), you receive a full refund.
Why this is fair: We invest real time and expertise into every application. Your application is reviewed by a qualified assessor who checks your documents, verifies your eligibility, and makes a fair decision. That work has value regardless of the outcome.
5.2 Registration Fee (R4,000)
The R4,000 registration fee is paid after your application is approved. This fee secures your place in the programme and unlocks your Learner Portal access.
Full refund: If you pay the registration fee and withdraw within 7 business days before your programme start date, and you have not accessed the Learner Portal or downloaded any course materials.
No refund: If you have accessed the Learner Portal, downloaded course materials, or if your programme has already started.
5.3 Monthly Installments (R3,200 per month)
Monthly installments are due at the end of each month for 5 months.
Refund within first 7 days: If you withdraw within the first 7 days of a month and have not attended any workshops or submitted any evidence, you receive a full refund for that month.
Refund after 7 days: If you withdraw after 7 days but before the month ends, you receive a pro-rata refund for the unused portion of the month. For example, if you withdraw on day 15, you receive approximately 50% of that month's installment back.
No refund: If you have attended workshops or submitted evidence during the month, no refund is available for that month.
Why this is fair: We allocate resources based on your participation. If you participate, the cost is justified. If you do not participate, you should not pay for time you did not use.
5.4 Upfront Payment (R17,500)
If you pay the full R17,500 upfront, you receive a R4,000 discount (the registration fee is waived). This payment covers months 1 through 6.
Before programme starts: Full refund if you withdraw within 7 business days of payment and have not accessed the Learner Portal.
After programme starts: No refund for months already started. If you withdraw mid-programme, you receive a pro-rata refund for months that have not yet begun, calculated based on the number of complete months remaining.
5.5 Program Cancellation by Zibuke OnCall
If we cancel the Master Practice Modules 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
5.6 How MPM Refunds Are Processed
| Payment Type |
Refund Method |
Processing Time |
| Application fee |
Non-refundable |
N/A |
| Registration fee |
Original payment method |
14 business days |
| Monthly installment |
Original payment method |
14 business days |
| Upfront payment |
Original payment method |
14 business days |
7. DELIVERY AND COLLECTION REFUNDS
7.1 Successful Delivery/Collection
Delivery and collection services are
non-refundable once completed. There are three exceptions:
- Appliance delivered to wrong address (our error)
- Appliance damaged during delivery (our responsibility)
- Delivery delayed by more than 48 hours from scheduled time
If we make a mistake, we fix it. That is the standard we hold ourselves to.
7.2 Cancelled Delivery/Collection
If you cancel a scheduled delivery or collection:
| Cancellation Timeframe |
Refund |
| More than 24 hours before scheduled time |
Full refund |
| Less than 24 hours before scheduled time |
No refund |
| No-show without cancellation |
No refund |
We plan our routes and allocate drivers based on your booking. Late cancellations cost us resources we cannot recover.
7.3 Failed Delivery/Collection
If we fail to deliver or collect as scheduled because of our error:
- Free rescheduling at your convenience
- Full refund of delivery/collection fee if service cannot be rescheduled
- Compensation if delay exceeds 72 hours
Your time matters. When we waste it, we make it right.
8. WAITING PERIOD REFUNDS
8.1 During Waiting Period (First 6 Months)
The waiting period is a standard part of all subscription plans and is
not eligible for refund. You may cancel your subscription at any time. No refund for the current billing cycle. No further charges after cancellation.
The waiting period protects both of us. It ensures new subscribers are committed before claiming repairs, which keeps costs fair for everyone.
8.2 Waiting Period Waiver
In exceptional circumstances, we may waive the waiting period. If the waiting period was waived and you later request a refund, the waived waiting period value is deducted from any refund amount.
This does not apply if the waiting period was waived as part of a promotional offer.
9. REFUND PROCESSING
9.1 Refund Methods
Refunds will be processed using the
original payment method:
| Original Payment Method |
Refund Method |
Processing Time |
| Credit/Debit Card (iKoKha) |
Refund to original card |
7-14 business days |
| Instant EFT (iKoKha) |
Refund to bank account |
7-14 business days |
| Bank Transfer |
Refund to bank account |
14-21 business days |
9.2 Refund Processing Times
| Refund Type |
Processing Time |
| Cooling-off period refund |
14 business days |
| Service failure refund |
14 business days |
| Warranty claim refund |
21 business days |
| Duplicate payment refund |
7 business days |
| Overcharge refund |
7 business days |
9.3 Refund Confirmation
You will receive:
-
Email confirmation when your refund is processed
-
Refund reference number for tracking
-
Estimated arrival date for the refund to appear in your account
9.4 Refund Disputes
If you believe a refund has been incorrectly processed:
1. Contact us within
30 days of the refund processing date
2. Provide your refund reference number
3. Explain the discrepancy
4. We will investigate and respond within
10 business days
10. HOW TO REQUEST A REFUND
10.1 Online (Recommended)
1. Log into your
Customer Portal at https://zibukeoncall.co.za/portal.html
2. Navigate to
"My Account" →
"Billing"
3. Click
"Request Refund"
4. Select the charge you wish to dispute
5. Provide reason for refund request
6. Submit the request
10.2 Email
Send your refund request to:
[email protected]
Include:
- Your full name
- Account ID (found in your portal or confirmation emails)
- Date of payment
- Amount to be refunded
- Reason for refund request
- Any supporting documentation
10.3 Phone
Call us at:
+27 (0) 11 123 4567
Available: Wednesday to Sunday, 9:00 AM - 6:00 PM SAST
10.4 In Writing
Send a letter to:
Zibuke OnCall (Pty) Ltd
Refund Department
[Physical Address]
Johannesburg, South Africa
11. REFUND ELIGIBILITY SUMMARY
| Scenario |
Refund Eligible |
Amount |
| Cooling-off period (7 days, no services used) |
✅ Yes |
Full refund |
| Duplicate payment |
✅ Yes |
Full duplicate amount |
| Overcharge due to system error |
✅ Yes |
Overcharged amount |
| Service not provided (our error) |
✅ Yes |
Full month refund |
| Quotation declined after diagnosis |
❌ No |
Delivery cost only |
| Repair not possible |
✅ Partial |
Labour refund, delivery non-refundable |
| Repair faulty (within warranty) |
✅ Yes |
Full repair refund |
| Repair causes additional damage |
✅ Yes |
Full repair + compensation |
| Waiting period |
❌ No |
Non-refundable |
| Monthly subscription (mid-cycle) |
❌ No |
Non-refundable |
| Delivery completed |
❌ No |
Non-refundable |
| Cancellation (less than 24hrs notice) |
❌ No |
Non-refundable |
| MPM Application Fee (R950) |
❌ No |
Non-refundable |
| MPM Registration Fee (within 7 days, no portal access) |
✅ Yes |
Full refund |
| MPM Registration Fee (after portal access) |
❌ No |
Non-refundable |
| MPM Monthly Installment (month started) |
❌ No |
Non-refundable |
| MPM Upfront Payment (before start, within 7 days) |
✅ Yes |
Full refund |
| MPM Upfront Payment (after start) |
❌ No |
Non-refundable |
| MPM Programme cancelled by Zibuke OnCall |
✅ Yes |
Full refund including application fee |
12. EXCEPTIONAL CIRCUMSTANCES
12.1 Financial Hardship
If you are experiencing financial hardship:
- Contact us to discuss
payment plan options
- We offer
reduced rates or
deferred payments based on your documented financial situation
- Refund requests due to financial hardship will be considered on a case-by-case basis
12.2 Medical Emergencies
If you cannot use our services due to a medical emergency:
- Provide medical documentation
- We may offer
subscription suspension (up to 3 months)
- Refund requests will be considered on a case-by-case basis
12.3 Bereavement
In the event of a customer's death:
- Immediate family members may request account closure
- Unused subscription balance will be refunded to the estate
- Contact us with death certificate and estate documentation
12.4 Natural Disasters or Force Majeure
If our services are disrupted due to natural disasters, pandemics, or other force majeure events:
- Services may be suspended without refund
- We will resume services as soon as possible
- Pro-rata refunds may be offered for extended disruptions (over 30 days)
13. DISPUTE RESOLUTION
13.1 Internal Resolution
If you are not satisfied with our refund decision:
1. Request a
review by our Customer Service Manager
2. Provide additional documentation or evidence
3. We will respond within
15 business days
13.2 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
13.3 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. POLICY UPDATES
This refund 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 refunds under the policy in effect at the time of your purchase
15. 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 |
17. DATA PROTECTION AND POPIA COMPLIANCE
We process your personal information in accordance with the
Protection of Personal Information Act 4 of 2013 (POPIA).
17.1 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 |
17.2 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.
17.3 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
17.4 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
17.5 Data Retention
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.
17.6 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).
17.7 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
17.8 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
18. LEGAL NOTICE
This refund 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.
19. ACKNOWLEDGMENT
By subscribing to any Zibuke OnCall plan or using our services, you acknowledge that you have read, understood, and agree to this Refund Policy.
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.*