Refund & Cancellation Policy

This policy sets out how refunds and cancellations are handled across all CH-ISE products and services. It complements our Terms of Service and is governed by the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008 (CPA).

1. Digital Products (Ebooks)

Digital products are delivered electronically as a download link sent to the email address you provided at checkout, immediately after Paystack confirms the payment.

• All digital sales are final once the download link has been delivered.Due to the nature of digital goods, the product cannot be returned in any meaningful sense once it has been transmitted to the customer.
• Defective or undelivered product (CPA s.55 / s.56): If the product is not delivered, the download link is broken, or the file is corrupted and we cannot resolve the issue within 5 business days, you are entitled to a full refund.
• Duplicate or unauthorised charges: If you have been charged in error (e.g. a duplicate Paystack transaction), contact us within 30 days and we will reverse the charge.

2. Consulting & Engineering Services

Our consulting services follow a pilot-first model. Every engagement begins with a paid pilot defined in a written Scope of Work signed by both parties.

• Pilot refund guarantee: If we do not deliver the specific outcomes agreed in the Scope of Work for the pilot, we will refund the pilot fee in full. This is assessed against the written deliverables, not against subjective preferences.
• Monthly retainers: Retainers are billed monthly in advance and are cancellable any time with 7 days' written notice by emailing dean@ch-ise.co.za. No long-term commitments. Unused capacity within a paid month does not roll over.
• Custom build projects: Fixed-scope build projects are billed in milestones. Refunds for completed milestones are not available, but any unstarted milestones can be cancelled with no penalty by giving written notice before work begins.

3. How to Request a Refund or Cancellation

To request a refund or cancel a service, send an email to dean@ch-ise.co.za with:

• The email address used at purchase or the project name;
• The Paystack transaction reference (for digital product refunds);
• A short description of the issue or reason for cancellation.

We will acknowledge your request within 2 business days and resolve approved refunds within 5 business days. Refunds are returned to the original payment method via Paystack. Once Paystack processes the reversal, your bank may take an additional 3 to 10 business days to reflect the credit, depending on your card issuer.

4. Exceptions

Refunds are not available in the following circumstances:

• The customer changed their mind after a digital product was successfully delivered;
• The customer was unable to use the product due to their own technical environment (e.g. unsupported PDF reader) and declined assistance;
• The request is made outside the timeframes set out in section 1 or 2;
• Fraudulent or abusive refund requests, including chargebacks made without first attempting to resolve the issue with us directly.

5. Contact

For any questions about this policy:

• CH-ISE (PTY) LTD
• Email: dean@ch-ise.co.za
• 15 Dageraad Street, Jeffreys Bay, Eastern Cape, 6330, South Africa