1. Orders placed online
Where ECTA section 44 applies to an electronic transaction, a consumer may cancel without reason and without penalty within seven days after receiving goods or, for services, within seven days after conclusion of the agreement. If payment has already been made, the payment must be refunded within the period required by ECTA. The consumer may be responsible only for the direct cost of returning goods where the Act permits that charge.
The ECTA cooling-off right does not apply to a service that began, with the consumer's consent, before the end of the seven-day period. Nalo will not rely on this exception unless the required consent was obtained and the service actually commenced.
2. Online-order disclosure failure
If Nalo fails to provide information or the pre-order review/correction opportunity required by section 43 of ECTA, the consumer may have an additional statutory cancellation right. Nothing in this Policy limits that right.
3. Consumer fixed-term subscriptions
Where CPA section 14 applies, a consumer may cancel a fixed-term agreement at any time by giving Nalo 20 business days' notice in writing or another recorded form. The consumer remains liable for amounts lawfully owed up to the effective cancellation date. Nalo may charge only a reasonable cancellation amount permitted by the CPA and Regulation 5, having regard to the circumstances, goods or equipment supplied, services already provided and discounts or benefits granted for the intended term. Nalo will not impose a charge that has the effect of defeating the consumer's statutory right to cancel.
Any amount that remains the consumer's property after lawful deductions will be credited or refunded.
4. Longer-than-24-month consumer terms
A consumer fixed-term agreement should not exceed 24 months unless the longer period is expressly agreed with the consumer and Nalo can demonstrate a financial benefit to that consumer, or another lawful exception applies. Where Nalo offers a 36, 48, 60 or 72-month consumer option, the order flow and signed schedule must record the consumer's express choice and the demonstrable financial benefit associated with that longer term.
5. Month-to-month subscriptions
A month-to-month consumer subscription may be cancelled by written or other recorded notice in accordance with the Subscriber Agreement and applicable law. Fees remain payable only up to the lawful effective date of cancellation. Prepaid amounts that remain the customer's property after the effective date will be credited or refunded, subject to any lawful outstanding amount.
6. Business-fleet agreements
Section 14 of the CPA does not apply to transactions between juristic persons. Cancellation of a business fleet subscription is therefore governed principally by the Business Fleet Schedule, Subscriber Agreement and other applicable law. This does not exclude any other CPA protection that applies to a qualifying juristic-person consumer.
7. Once-off activation and installation charges
Nalo's standard once-off activation fee is R350 unless a written offer provides otherwise. A once-off activation or installation fee is not automatically non-refundable in every circumstance. If a statutory cooling-off or refund right requires a full refund, Nalo will comply. Outside those statutory circumstances, a fee may be retained only to the extent it relates to work lawfully performed or cost reasonably incurred and the applicable agreement permits it.
8. Nalo-owned equipment
Unless expressly sold, equipment supplied under a subscription remains Nalo's property. On cancellation or termination, Nalo may arrange removal or require return of the equipment in accordance with the Subscriber Agreement. The customer must make the vehicle or asset reasonably available for removal and must not deliberately damage, conceal or dispose of Nalo-owned equipment.
Where a consumer exercises a statutory return right, responsibility for return/removal costs will be allocated in accordance with the applicable statute. No contractual charge will override a non-waivable statutory right.
9. Faulty goods or defective services
If supplied goods are unsafe, defective or not of the quality required by the CPA, or services fail to meet the applicable CPA service standard, the consumer has the remedies provided by law. Nalo may inspect equipment or service records to determine the appropriate lawful remedy, but no inspection process will be used to defeat a consumer's statutory rights.
10. Duplicate, mistaken or unauthorised payments
A verified duplicate payment or amount paid in error will be reversed, credited or refunded to the original payment source where reasonably possible. Nalo may request reasonable information to verify the payment and prevent fraud. A disputed or unauthorised card/debit transaction should also be reported promptly to the customer's bank or payment provider.
11. Failure or inability to perform
Where ECTA applies and Nalo fails to execute an order within 30 days, or another agreed period, the consumer may exercise the rights provided by section 46. If Nalo cannot perform because the ordered goods or services are unavailable, Nalo will notify the consumer and refund payments within the statutory period.
12. Refund method and timing
Refunds will ordinarily be made to the original payment method or bank account from which payment was received, subject to verification and lawful anti-fraud controls. Statutory refunds will be processed within the period prescribed by law. Other approved refunds will be processed within a reasonable period after verification.
13. Non-refundable situations, subject to law
Outside a statutory refund right, Nalo will generally not refund fees for a service period already fully rendered, third-party costs specifically authorised and already incurred for the customer, or damage/loss caused to Nalo-owned equipment by the customer. Any deduction must be lawful, reasonable and capable of explanation.
14. How to request a cancellation or refund
Email support@nalonode.com and include the account holder's name, account or order reference, vehicle registration or asset identifier where relevant, reason for the request, date of payment and proof of payment where available. Do not send card CVV numbers, online-banking passwords or one-time PINs.
15. Complaints
If a consumer is not satisfied with Nalo's response, the consumer may use the National Consumer Commission complaints process at https://thencc.org.za/complaints/ or pursue any other remedy available by law.