Refund Policy

This Refund Policy forms part of, and must be read together with, our Terms of Use. It applies to all paid subscriptions to the eFiling Training SA platform (the "Service") provided by SGM NEW ENERGY (PTY) LTD, trading as eFiling Training SA ("we", "us").

1. Legal Basis

Section 44 of the Electronic Communications and Transactions Act 25 of 2002 grants consumers a 7-day cooling-off right for electronic transactions, but that right does not apply once a digital service has begun with your consent, or where software or access has already been unsealed / activated (section 42(2)). Because your account is activated, and access to the simulator, scenarios, and training material begins, immediately on registration, the cooling-off right does not apply once your account has been provisioned. Instead, refunds are governed by section 54 of the Consumer Protection Act 68 of 2008, which entitles a consumer to require a supplier to remedy a failure to provide a service of the timeliness and quality reasonably expected, and, only if the supplier fails to do so within a reasonable time, to a refund of a reasonable portion of the price paid. This Policy sets out, in clear and specific terms, what that "reasonable time" and "reasonable portion" mean for the Service.

2. When a Refund IS Available

You may qualify for a refund only where all of the following are true:

• There is a genuine, reproducible technical fault in the Service itself (for example, the platform is inaccessible, a core module fails to load or save, or a paid feature does not function as described) — not a matter of preference, difficulty, or expectation;
• The fault is reported to us through a Support ticket logged via the Support section of your dashboard (not by email, phone, social media, or informal message), with enough detail (screenshots, steps to reproduce, error messages) for us to investigate;
• We are given a reasonable opportunity to investigate and remedy the fault, and fail to resolve it within 5 (five) working days of the ticket being logged; and
• Your account is in good standing — not suspended or terminated for breach of our Terms of Use at the time of the request.

Where these conditions are met, we will refund the subscription fee paid for the then-current billing period, or such reasonable portion as fairly reflects the impact of the fault, at our reasonable discretion exercised in good faith and in accordance with section 54 of the Consumer Protection Act.

3. When a Refund Is NOT Available

To keep the Service fairly priced for everyone, and consistent with section 42(2) of ECTA (which excludes the cooling-off right once digital access has begun), the following do not qualify for a refund under any circumstances:

• Change of mind. Deciding you, your institution, or your students no longer need or want the Service.
• "Tried it, didn't like it." Dissatisfaction with the training content, teaching approach, scenario difficulty, user interface, or general preference is not a fault in the Service.
• Non-use. Failing to log in, enrol students, or use the licence you purchased does not entitle you to a refund — the Service was made available to you regardless of whether you used it.
• User-side issues. Problems caused by your own device, browser, internet connection, network restrictions, or incorrect use of the Platform.
• Unreported or informally reported issues. Any issue not logged as a Support ticket does not qualify, and does not start the 5-working-day period referred to in clause 2.
• Unreproducible or unverifiable issues. Where our support team cannot reproduce or verify a reported fault despite reasonable investigation and your reasonable cooperation.
• Free demo/trial accounts. No fee is charged for demo access, so there is nothing to refund.
• Accounts terminated for breach of the Terms of Use. Where we suspend or terminate your access for licence misuse (e.g. account sharing, unauthorised recording or broadcasting, circumventing watermarks or usage limits) or academic dishonesty, no refund is payable, in whole or in part, regardless of any unused portion of your subscription term. Breach of contract on your part does not entitle you to recover fees already paid for access that was validly granted.
• Expired resolution disputes. Once we have resolved a reported fault within the 5-working-day window, that specific issue no longer qualifies for a refund, even if you were unhappy with how long the fix took within that window.

4. How to Request a Refund

1. Log a Support ticket via the Support section of your dashboard, under the "Technical Issue" category, describing the fault in detail.
2. Our support team will investigate and may request further information, screenshots, or your reasonable cooperation to reproduce the issue. Failure to reasonably cooperate may extend the resolution period.
3. If the fault is not resolved within 5 (five) working days of the ticket being logged, reply to the same ticket requesting a refund, or email info@efilingtraining.co.za quoting your ticket number.
4. Approved refunds are processed to the original payment method within 14 business days.

5. Misuse of This Policy

Submitting false, exaggerated, or manufactured fault reports, deliberately interfering with the Service in order to manufacture grounds for a refund, or refusing reasonable cooperation with our investigation while insisting on a refund, is treated as a breach of our Terms of Use. We reserve the right to decline a refund request, suspend the account concerned, and pursue any loss caused by fraudulent or abusive refund claims.

6. Our Decision

Refund requests are assessed on their individual facts, in good faith, and in line with this Policy and applicable South African law. Our decision is final save for any right you may have to escalate a dispute to the National Consumer Commission or an accredited consumer protection body under the Consumer Protection Act 68 of 2008, or to the South African courts as set out in our Terms of Use.

7. Contact Us

For refund queries, log a Support ticket via your dashboard or email info@efilingtraining.co.za.