1. Introduction and Scope

This Refund Policy and Returns Procedure ("Refund Policy") sets forth the terms and conditions governing refunds, returns, cancellations, and related procedures for Orders placed through the 1nga Business platform (the "Platform"). This Refund Policy is incorporated into and forms part of the Terms and Conditions of Service, and by using the Platform, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

This Refund Policy applies to all Orders placed through the Platform, regardless of the payment method used, the Supplier, or the shipping destination. This Refund Policy is designed to comply with applicable consumer protection laws and regulations, including but not limited to the Consumer Protection Act, 2008 in South Africa, and other applicable laws and regulations in jurisdictions where we operate.

Refunds are processed in accordance with this Refund Policy, the Terms and Conditions of Service, applicable Supplier policies, and applicable laws and regulations. This Refund Policy does not affect your statutory rights as a consumer, where applicable.

2. Eligibility for Refunds

2.1 Order Cancellation

You may be eligible for a refund if you cancel an Order in the following circumstances:

Cancellation Before Processing: If you cancel an Order before it is processed by the Supplier, you are generally entitled to a full refund of all amounts paid, including Product prices, shipping charges, and any other fees, subject to any cancellation fees that may apply as specified in the Terms and Conditions or Supplier policies.

Cancellation by Supplier: If a Supplier cancels your Order for any reason, including but not limited to Product unavailability, pricing errors, or other circumstances, you are entitled to a full refund of all amounts paid.

Product Unavailability: If a Product becomes unavailable after you place an Order but before it is shipped, the Order may be cancelled, and you are entitled to a full refund of all amounts paid.

Pricing Errors: If there is a material pricing error on the Platform that results in an Order being placed at an incorrect price, 1nga Business or the Supplier may cancel the Order, and you are entitled to a full refund of all amounts paid. Alternatively, you may be offered the opportunity to proceed with the Order at the correct price.

Force Majeure: If an Order cannot be fulfilled due to force majeure events, including but not limited to natural disasters, war, terrorism, government actions, pandemics, or other circumstances beyond reasonable control, the Order may be cancelled, and you are entitled to a full refund of all amounts paid, subject to the circumstances and applicable law.

2.2 Defective or Damaged Products

You are eligible for a refund if you receive Products that are:

Defective: Products that are defective, malfunctioning, or do not work as intended are eligible for refund. Defective Products include but are not limited to: (a) Products with manufacturing defects; (b) Products that fail to meet their specifications or descriptions; (c) Products that are unsafe or pose a safety hazard; and (d) Products that do not conform to applicable quality standards or regulations.

Damaged: Products that arrive damaged, broken, or in a condition that renders them unusable or unsuitable for their intended purpose are eligible for refund. Damage may include but is not limited to: (a) physical damage to the Product or packaging; (b) damage caused during shipping or handling; (c) damage that affects Product functionality or appearance; and (d) damage that makes the Product unsafe or unsuitable for use.

Incorrect Products: If you receive Products that are different from what you ordered, including but not limited to: (a) wrong Product model or variant; (b) wrong size, color, or specification; (c) wrong quantity; or (d) Products that do not match the Order confirmation, you are eligible for a refund or replacement, at your option.

Expired or Perishable Products: If you receive Products that are expired, past their use-by date, or otherwise perished or spoiled, you are eligible for a full refund.

Non-Conforming Products: If Products do not conform to their descriptions, specifications, or representations on the Platform, or if Products do not meet applicable quality standards or regulations, you may be eligible for a refund.

2.3 Delivery Issues

You may be eligible for a refund in the following delivery-related circumstances:

Non-Delivery: If an Order is not delivered within the specified delivery timeframe, or if tracking information indicates that delivery has failed or the Order has been lost, you may be eligible for a full refund after investigation and confirmation of non-delivery.

Wrong Address Delivery: If an Order is delivered to the wrong address due to an error by 1nga Business, the Supplier, or the logistics provider, and the Order cannot be recovered or redelivered to the correct address, you are eligible for a full refund or replacement, at your option.

Delayed Delivery: If an Order is significantly delayed beyond the specified delivery timeframe due to circumstances within the control of 1nga Business, the Supplier, or the logistics provider, and the delay causes material inconvenience or loss, you may be eligible for a partial or full refund, depending on the circumstances and applicable law.

Damaged During Delivery: If Products are damaged during delivery and the damage is not covered by insurance or cannot be remedied, you are eligible for a refund or replacement, at your option.

3. Refund Request Process

3.1 Initiating a Refund Request

To request a refund, you must contact 1nga Business customer support within the timeframes specified in this Refund Policy. Refund requests must be submitted through one of the following methods:

Online: Submit a refund request through your Account on the Platform, if such functionality is available.

Email: Send an email to business@1nga.com with the subject line "Refund Request" and include all required information.

Phone: Contact customer support at 0710906662 during business hours.

Refund Request Form: Complete and submit the refund request form available on the Platform, if such form is provided.

Your refund request must include the following information: (a) Order number; (b) Product name and description; (c) Reason for refund request; (d) Date of Order and delivery (if applicable); (e) Photographs or other evidence supporting your request (for damaged or defective Products); (f) Your contact information; and (g) Any other information requested by customer support.

3.2 Refund Request Review

Upon receipt of your refund request, 1nga Business will: (a) acknowledge receipt of your request within two (2) business days; (b) review your request and the information provided; (c) verify the Order details and status; (d) contact the Supplier if necessary; (e) request additional information or evidence if needed; and (f) make a decision on your refund request within five (5) to ten (10) business days, or as otherwise required by applicable law.

During the review process, 1nga Business may: (a) request additional information or documentation; (b) request photographs or other evidence of damage or defects; (c) contact you for clarification; (d) contact the Supplier to verify information; (e) coordinate with logistics providers to investigate delivery issues; or (f) take other actions necessary to evaluate your request.

You agree to cooperate fully with the refund request review process and to provide all requested information and documentation in a timely manner. Failure to provide requested information or documentation may result in delay or denial of your refund request.

3.3 Refund Approval and Processing

If your refund request is approved, 1nga Business will: (a) notify you of the approval; (b) process the refund to your original payment method; (c) provide you with a refund confirmation and transaction reference number; and (d) complete the refund processing within five (5) to ten (10) business days of approval, or as otherwise required by applicable law.

Refund processing times may vary depending on: (a) the payment method used; (b) your financial institution or payment processor; (c) the amount of the refund; (d) currency conversion requirements; and (e) other factors beyond 1nga Business's control. You acknowledge that refund processing may take up to thirty (30) business days or longer in some cases.

If your refund request is denied, 1nga Business will: (a) notify you of the denial and the reason for denial; (b) provide information about the appeals process, if applicable; and (c) offer alternative solutions, if available.

4. Refund Amounts and Calculations

4.1 Full Refunds

Full refunds are issued for the following circumstances:

Cancelled Orders: Full refunds are issued for Orders cancelled before processing, including all Product prices, shipping charges, taxes, duties, and fees, subject to any cancellation fees that may apply.

Defective or Damaged Products: Full refunds are issued for defective or damaged Products, including all Product prices, shipping charges, and applicable fees. In some cases, you may also be reimbursed for return shipping costs if the Product is defective or damaged.

Incorrect Products: Full refunds are issued for incorrect Products received, including all Product prices, shipping charges, and applicable fees. You may also be offered a replacement Product at no additional cost.

Non-Delivery: Full refunds are issued for Orders that are not delivered and cannot be recovered, including all Product prices, shipping charges, and applicable fees.

Pricing Errors: Full refunds are issued for Orders cancelled due to pricing errors, including all amounts paid.

4.2 Partial Refunds

Partial refunds may be issued in the following circumstances:

Minor Defects: If a Product has minor defects that do not significantly affect its functionality or value, and you choose to keep the Product, you may be eligible for a partial refund representing the reduction in value.

Partial Order Cancellation: If only part of an Order is cancelled or unavailable, a partial refund may be issued for the cancelled or unavailable portion.

Price Adjustments: If there is a price adjustment or discount applied after an Order is placed, a partial refund may be issued for the difference.

Delivery Fee Refunds: If delivery fails or is significantly delayed due to circumstances within the control of 1nga Business, the Supplier, or the logistics provider, delivery fees may be refunded.

Return Shipping Costs: In some cases, return shipping costs may be refunded if the return is due to a defect, damage, or error by 1nga Business, the Supplier, or the logistics provider.

4.3 Non-Refundable Items

The following items are generally not eligible for refunds, except as required by applicable law or as specified in this Refund Policy:

Custom or Personalized Products: Products that are custom-made, personalized, or manufactured specifically for you are generally not eligible for refunds unless they are defective or do not conform to specifications.

Perishable Goods: Perishable goods, including but not limited to food, beverages, and other items with limited shelf life, are generally not eligible for refunds unless they are defective, expired, or do not conform to specifications.

Digital Products: Digital products, including but not limited to software, digital downloads, and digital content, are generally not eligible for refunds unless they are defective or do not function as described.

Services: Services that have been rendered or partially rendered are generally not eligible for refunds, except as may be required by applicable law or as specified in the service agreement.

Delivery Fees: Delivery fees are generally not refundable unless delivery fails or is significantly delayed due to circumstances within the control of 1nga Business, the Supplier, or the logistics provider.

Gift Cards and Vouchers: Gift cards, vouchers, and similar items may be subject to separate terms and conditions and may not be eligible for refunds.

Clearance or Final Sale Items: Products marked as clearance, final sale, or non-returnable may not be eligible for refunds, as specified at the time of purchase.

5. Return Shipping and Procedures

5.1 Return Requirements

If a return is required as part of the refund process, the following requirements apply:

Original Condition: Products must be returned in their original condition, with original packaging, tags, labels, and accessories, unless the Product is defective or damaged. Products that have been used, damaged, altered, or are not in original condition may not be eligible for refund.

Return Authorization: You must obtain return authorization from 1nga Business customer support before returning Products. Returns without authorization may not be accepted or processed.

Return Shipping: Return shipping may be at your expense, unless the return is due to a defect, damage, or error by 1nga Business, the Supplier, or the logistics provider. In such cases, return shipping costs may be reimbursed or prepaid by 1nga Business or the Supplier.

Return Address: You must return Products to the address provided by 1nga Business customer support. Returns to incorrect addresses may not be accepted or processed.

Tracking Information: You must provide tracking information for returned Products. Returns without tracking information may not be accepted or processed.

Time Limits: Returns must be shipped within the timeframe specified by 1nga Business customer support, typically within seven (7) to fourteen (14) days of return authorization.

5.2 Return Process

The return process typically involves the following steps:

Step 1: Contact 1nga Business customer support to request a return and obtain return authorization.

Step 2: Receive return authorization and return instructions, including the return address and any special requirements.

Step 3: Package the Product securely in its original packaging, if available, or in suitable packaging that will protect the Product during shipping.

Step 4: Ship the Product to the return address provided, using a trackable shipping method.

Step 5: Provide tracking information to 1nga Business customer support.

Step 6: Wait for the Product to be received and inspected by 1nga Business or the Supplier.

Step 7: Receive confirmation of receipt and inspection, and await refund processing.

Refunds are typically processed after the returned Product is received and inspected. Inspection may take up to five (5) business days after receipt. If the Product is not in the condition described in your return request, or if it does not meet return requirements, the refund may be denied or adjusted accordingly.

6. Timeframes and Deadlines

6.1 Refund Request Deadlines

Refund requests must be submitted within the following timeframes:

Defective or Damaged Products: Refund requests for defective or damaged Products must be submitted within forty-eight (48) hours of delivery, or immediately upon discovery of the defect or damage, whichever is earlier. For defects or damage that are not immediately apparent, refund requests must be submitted within a reasonable time after discovery, typically within thirty (30) days of delivery.

Incorrect Products: Refund requests for incorrect Products must be submitted within forty-eight (48) hours of delivery.

Non-Delivery: Refund requests for non-delivery must be submitted within fourteen (14) days of the expected delivery date, or within fourteen (14) days of tracking information indicating delivery failure.

Order Cancellation: Order cancellation requests should be submitted as soon as possible, preferably before the Order is processed by the Supplier. Cancellation requests after processing may be subject to Supplier policies and may not be eligible for full refunds.

Other Circumstances: Refund requests for other circumstances must be submitted within a reasonable time after the circumstances giving rise to the refund request occur, typically within thirty (30) days.

Late refund requests may be considered on a case-by-case basis, but approval is not guaranteed. You are encouraged to submit refund requests as soon as possible after discovering the issue.

6.2 Refund Processing Timeframes

Refund processing typically occurs within the following timeframes:

Review Period: Refund requests are typically reviewed within five (5) to ten (10) business days of receipt, though this may be extended in complex cases or if additional information is required.

Approval and Processing: Once approved, refunds are typically processed within five (5) to ten (10) business days, though processing times may vary depending on the payment method and financial institution.

Bank Processing: After refund processing by 1nga Business, your financial institution or payment processor may take additional time to credit the refund to your account, typically three (3) to seven (7) business days, though this may vary.

Total Timeframe: The total timeframe from refund request to receipt of funds may range from ten (10) to thirty (30) business days or longer, depending on various factors, including but not limited to: (a) the complexity of the refund request; (b) the payment method used; (c) your financial institution or payment processor; (d) currency conversion requirements; and (e) other factors beyond 1nga Business's control.

7. Payment Method Refunds

7.1 Credit and Debit Cards

Refunds for Orders paid by credit or debit card are processed to the original card used for payment. Refund processing typically takes five (5) to ten (10) business days from approval, and the refund will appear on your card statement within one (1) to two (2) billing cycles, depending on your card issuer.

If the original card is no longer valid or has been cancelled, you must contact 1nga Business customer support to arrange an alternative refund method. Alternative refund methods may include bank transfer or other methods as determined by 1nga Business in its sole discretion.

7.2 Bank Transfers

Refunds for Orders paid by bank transfer are processed to the original bank account used for payment. Refund processing typically takes five (5) to ten (10) business days from approval, and the refund will appear in your bank account within three (3) to seven (7) business days, depending on your bank and the banking system.

You may be required to provide additional verification information for bank transfer refunds, including but not limited to: (a) bank account details; (b) bank statements; (c) identification documents; and (d) other information as requested by 1nga Business or the payment processor.

7.3 Digital Wallets and Other Payment Methods

Refunds for Orders paid through digital wallets (such as PayPal, Apple Pay, Google Pay, etc.) or other payment methods are processed in accordance with the policies of the respective payment providers. Refund processing times and methods may vary depending on the payment provider.

You acknowledge that 1nga Business is not responsible for delays or issues in refund processing caused by payment providers, financial institutions, or other third parties, and that refund processing times are subject to the policies and procedures of such third parties.

8. Supplier Policies

Some refunds are subject to individual Supplier policies, which may differ from this Refund Policy. Supplier-specific refund policies are typically displayed on Product pages or in Order confirmations, and you are encouraged to review such policies before placing Orders.

If a Supplier has a more restrictive refund policy than this Refund Policy, the Supplier's policy will apply, except where prohibited by applicable law. If a Supplier has a more lenient refund policy, you may be entitled to the more lenient terms, subject to the Supplier's discretion.

1nga Business works with Suppliers to resolve refund issues and will coordinate with Suppliers to ensure that refunds are processed in accordance with applicable policies and laws. However, 1nga Business is not responsible for Supplier refund policies or Supplier decisions regarding refunds, except as may be required by applicable law or as specified in agreements between 1nga Business and Suppliers.

9. Disputes and Appeals

9.1 Dispute Resolution

If you disagree with a refund decision, you may request a review of the decision by contacting 1nga Business customer support and providing additional information or evidence. 1nga Business will review your dispute and may: (a) reverse the original decision and approve the refund; (b) maintain the original decision; (c) offer an alternative solution; or (d) escalate the matter to management for further review.

Dispute reviews are typically conducted within ten (10) to fifteen (15) business days of receipt, though this may be extended in complex cases. You agree to cooperate fully with dispute reviews and to provide all requested information and documentation.

9.2 Chargebacks and Payment Disputes

If you initiate a chargeback or payment dispute with your payment method provider (such as your credit card company or bank), 1nga Business reserves the right to: (a) investigate the chargeback or dispute; (b) provide information to the payment processor or financial institution; (c) suspend or terminate your Account pending resolution; (d) dispute the chargeback or payment dispute; and (e) take any other actions necessary to resolve the matter.

You agree not to initiate a chargeback or payment dispute unless you have first attempted to resolve the matter directly with 1nga Business customer support. Unauthorized or fraudulent chargebacks or payment disputes may result in Account suspension or termination and may subject you to legal liability.

If a chargeback or payment dispute is resolved in your favor, 1nga Business may still pursue collection of the disputed amount through other means, and you may be responsible for chargeback fees and other costs incurred by 1nga Business.

10. Exceptions and Special Circumstances

10.1 Force Majeure

Refunds may be considered for Orders affected by force majeure events, including but not limited to: (a) natural disasters, such as earthquakes, floods, hurricanes, or wildfires; (b) war, terrorism, civil unrest, or acts of government; (c) pandemics, epidemics, or public health emergencies; (d) strikes, labor disputes, or work stoppages; (e) internet or telecommunications failures; or (f) other circumstances beyond reasonable control.

Refund eligibility for force majeure events will be determined on a case-by-case basis, taking into account the circumstances, applicable law, and the ability of 1nga Business, Suppliers, or logistics providers to fulfill Orders.

10.2 Business Accounts and Volume Orders

Business accounts and volume Orders may be subject to different refund terms and conditions, as specified in business agreements, volume discount agreements, or other contracts between you and 1nga Business or Suppliers.

Custom refund terms may apply to: (a) enterprise accounts; (b) volume discount agreements; (c) long-term supply agreements; (d) custom manufacturing agreements; and (e) other business arrangements.

If you have a business account or volume Order agreement, please contact your account manager or customer support for information about applicable refund terms.

10.3 Statutory Rights

This Refund Policy does not affect your statutory rights as a consumer, where applicable. If you are a consumer and applicable consumer protection laws provide you with rights that are more favorable than the terms of this Refund Policy, those statutory rights will apply.

In jurisdictions where consumer protection laws apply, you may have additional rights, including but not limited to: (a) the right to cancel Orders within a specified cooling-off period; (b) the right to return Products within a specified period; (c) the right to refunds for defective Products; and (d) other rights as provided by applicable law.

11. Contact Information

For refund requests, questions, or concerns regarding this Refund Policy, please contact 1nga Business at:

Email: business@1nga.com

Phone: 0710906662

Support Hours: 9h00 to 17h00

Refund Request Form: [Link to form, if available]

Address: 16A Katalina Avenue, Rhodesfield Kempton Park

We will respond to your inquiries and refund requests within the timeframes specified in this Refund Policy and as required by applicable law.

12. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our practices, legal requirements, or for other reasons. Material changes to this Refund Policy will be posted on the Platform with an updated "Last Updated" date, and we may, but are not obligated to, provide additional notice of material changes through email, in-app notifications, or other means.

Your continued use of the Platform following the posting of any changes to this Refund Policy constitutes your acceptance of such changes. If you do not agree to the modified Refund Policy, you must immediately discontinue your use of the Platform and may terminate your Account.

You are responsible for reviewing this Refund Policy periodically to stay informed of any changes. The most current version of this Refund Policy will always be available on the Platform.

13. Acknowledgment

BY USING THE PLATFORM, YOU ACKNOWLEDGE THAT: (A) YOU HAVE READ AND UNDERSTOOD THIS REFUND POLICY; (B) YOU AGREE TO BE BOUND BY THIS REFUND POLICY; (C) YOU UNDERSTAND THE REFUND PROCESS, TIMEFRAMES, AND REQUIREMENTS; (D) YOU AGREE TO COOPERATE WITH REFUND REQUEST REVIEWS AND INVESTIGATIONS; AND (E) YOU UNDERSTAND THAT REFUND ELIGIBILITY IS SUBJECT TO THE TERMS OF THIS REFUND POLICY, APPLICABLE SUPPLIER POLICIES, AND APPLICABLE LAWS AND REGULATIONS.