Cancellation & Refund Policy

1. About This Policy

This policy applies to everything you buy from Ulwazi Nexus (Pty) Ltd (“Ulwazi Nexus”, “we”, “us”), a company registered in South Africa (Registration No. 2026/429458/07) and based in Johannesburg, Gauteng. It covers purchases made through ulwazinexus.io, our mobile and desktop apps, and our platforms: Nexus KidGuard, Nexus EcoLink, VerifyQR and Nexus Pulse.

All prices are in South African Rand (ZAR). You can pay by card, processed securely by our payment service provider, or by EFT against an invoice. This policy applies whichever way you pay.

2. At a Glance

3. Month-to-Month Services & Notice

Our subscriptions and platform licences are month-to-month. There is no minimum term and no early-termination penalty.

• One month's written notice. To cancel a subscription or licence, give us at least one calendar month's written notice (and never less than 20 business days).
• Service continues during the notice period. You keep full access and remain responsible for the monthly fee until the notice period ends. Any part month is billed pro rata.
• Nothing is billed after the end date. Once the notice period ends, we stop billing and close the subscription or licence.
• You can withdraw your notice. If you change your mind before the end date, tell us in writing and we will carry on as normal.

Notice is effective from the day we receive it (see Section 10 for how to send it).

4. KidGuard Device

4.1 7-day cooling-off

You may cancel your device purchase, without giving a reason and without penalty, by notifying us in writing within 7 calendar days after you receive the device.

4.2 Returning the device

• Return the device with its charger, cable, packaging and any accessories.
• Remove the device from your KidGuard app account before you return it, so it can be unlinked.
• You pay the direct cost of returning the goods to us, unless the device is faulty or was not what you ordered. In that case we pay.
• If the device comes back damaged or incomplete, we may reduce the refund by the resulting loss in value, to the extent the law allows.

4.3 Faulty devices

If the device is defective, you have a right under the Consumer Protection Act to return it within 6 months of delivery and have it repaired, replaced or refunded. Contact us with your proof of purchase and a short description of the fault.

5. KidGuard Subscription

The KidGuard subscription powers live GPS tracking, safe-zone alerts and SOS through the parent app. It is month-to-month, with no contract and no hidden fees.

• Cancel with one month's written notice, as described in Section 3. There is no cancellation fee.
• Live tracking, alerts and SOS keep working until the notice period ends.
• Cancelling the subscription does not cancel the device purchase. After the end date the device will no longer provide live tracking.
• If you cancel within 7 days of first subscribing and have not yet started using the service, we refund that first monthly fee in full.
• After cancellation we handle your child's location data as set out in our POPIA Privacy Notice.

6. EcoLink Collections & Services

EcoLink arranges the collection, recycling, destruction and refurbishment of electronic equipment through our network of collectors and processing partners.

• Free cancellation or rescheduling up to 24 hours before the scheduled collection window, with a full refund of any collection fee you have paid.
• Within 24 hours of collection, or once a collector has been dispatched: a call-out fee to cover the collector's travel may apply. We tell you the fee before you confirm your booking, and it is never more than the collection fee quoted.
• After your equipment has been collected and processing has begun (recycling, data destruction or refurbishment assessment), the service can no longer be cancelled. Destruction already carried out, and certificates already issued, are not refundable.
• If we cannot collect on the agreed day, we will rebook you or refund the collection fee in full, whichever you prefer.

7. EcoLink Refurbished Goods

Refurbished goods sold through the EcoLink online shop are described on each listing, including condition and any warranty.

• You may cancel and return an item within 7 calendar days of receiving it, for a full refund of the item price. The return conditions in Section 4.2 apply.
• If an item is faulty or not as described, your rights under Section 4.3 apply, in addition to any warranty on the listing.

8. Platform Licences

Organisations that use EcoLink, VerifyQR or Nexus Pulse pay a monthly licence or subscription fee. For Nexus Pulse this includes visitor access passes, resident passes and entry logging for your estate or building.

• Licences are month-to-month. Cancel with one month's written notice (Section 3). There is no cancellation fee.
• Once-off setup fees (for example the Nexus Pulse setup fee) are non-refundable once setup work has started.
• When a Pulse licence ends, resident, visitor and gate-access passes stop working on the end date, and the visitor and entry records are handled as set out in our POPIA Privacy Notice.
• If you have signed an order form that sets a different term, cancellation follows that order form.
• Where you are a consumer under the Consumer Protection Act and are on a fixed-term agreement, you may cancel on 20 business days' written notice. We may charge a reasonable penalty that accounts for what you have already paid and received.
• When a licence ends, we give you a reasonable opportunity to export your data before it is deleted in line with our POPIA Privacy Notice.

9. Cancelling Before Dispatch

You can cancel any order for goods before we dispatch it and receive a full refund. Once the goods have been dispatched, the 7-day return process in Section 4 applies.

10. How to Cancel

1. Send us written notice by email to info@ulwazinexus.io with the subject “Cancellation”. Include your full name, the email address or phone number on your account, your order or invoice number, and what you want to cancel. You can also call us on 087 265 3091, but please follow up in writing so we have a record.
2. We acknowledge your request within 2 business days and confirm the date your cancellation takes effect.
3. For goods, we send you return instructions. Keep your courier waybill until we confirm we have received the items.
4. We process any refund as described in Section 11.

11. Refunds

• Method. We refund to the payment method you used. Card payments go back to the same card. For EFT payments we refund to the bank account you tell us, which must be in the name of the person or company that paid.
• Timing. Where you are entitled to a refund, we pay it within 30 days of the date you cancelled. For returned goods we aim to refund within 10 business days of receiving and inspecting them.
• Bank delays. After we process a refund, your bank may take several more business days to show it on your statement.
• No admin fee. We do not charge an administration fee for cancellations or refunds you are entitled to.
• Currency. Refunds are made in South African Rand.

12. Exceptions

The 7-day cooling-off right does not apply to:

• services that began, with your consent, before the 7 days ended (for example a collection already carried out);
• goods made or customised to your specification; and
• any other transaction the Electronic Communications and Transactions Act excludes from cooling-off.

The notice period in Section 3 is not refundable once it has been used. Fees for service you have already received, and once-off setup fees for work already started, are not refunded.

13. Your Legal Rights

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002, including the cooling-off right for online purchases and the right to goods of good quality. If this policy gives you less than the law does, the law applies.

If you are unhappy with how we handle a complaint, you may contact the National Consumer Commission.

14. Disputes & Card Queries

If you do not recognise a charge, or think you were billed incorrectly, please contact us first on info@ulwazinexus.io. We will look into it promptly and, where we made an error, correct it. This does not affect your right to raise a dispute with your bank.

15. Changes to This Policy

We may update this policy from time to time. The “Last updated” date at the top shows the latest version. A change applies to orders placed after the new date and does not reduce your rights on an order or subscription you already have.

16. Contact Us