Refund & cancellation policy.

Last updated: 25 August 2026

This policy explains how Hour Glass Solutions (Pty) Ltd handles cancellations and refunds across the different types of products and services we supply. It should be read together with our Terms & Conditions. Nothing in this policy limits any right you may have under the Consumer Protection Act, 2008, where that Act applies to a transaction.

1. Software licences and subscriptions

Licences and subscriptions we supply on your behalf (including Microsoft 365, Kaspersky, Sophos, Veeam and similar products) are generally non-refundable once the licence has been activated, provisioned or assigned to your tenant, in line with the relevant publisher's own policy. Where a publisher does permit a refund or credit within a defined window, we will pass this through to you, less any fees the publisher does not refund to us.

2. Hardware and equipment

Hardware that arrives dead-on-arrival or faulty will be repaired or replaced at no cost within 7 days of delivery, in line with the manufacturer's warranty terms. Unopened, unused standard stock items may be returned within 7 days of delivery in original packaging, subject to a restocking fee of up to 15%. Hardware ordered specifically for you, including tender-specific or special-order items, cannot be returned once the order has been placed with our supplier, except where faulty.

3. Custom software and project work

Deposits and milestone payments become non-refundable once we have commenced work on the corresponding milestone, reflecting time and resources already committed. If you cancel before work begins on a given milestone, that milestone's payment is refunded in full. Where a project is cancelled mid-milestone, we will invoice for work completed to that point on a pro-rata basis and refund any balance held for work not yet performed.

4. Managed services and support subscriptions

Managed ICT, cloud management and support subscriptions run on a rolling monthly or annual basis as agreed at sign-up. You may cancel with 30 days' written notice; service continues, and billing applies, until the notice period ends. We do not provide pro-rata refunds for the unused portion of a billing period that has already started, except where required by law.

5. Domain registration and hosting

Domain registration fees are non-refundable once the registration has been processed with the relevant registry. Hosting fees already billed for the current period are non-refundable if you cancel partway through that period; cancellation takes effect at the end of the paid term.

6. Consulting and procurement services

Fees for consulting, technical assessment or procurement services already performed are non-refundable. Once a procurement order has been placed with a distributor or vendor on your behalf (for example, through Axiz or a manufacturer's partner programme), that order is subject to the vendor's own cancellation and return terms, which we will share with you on request.

7. How to request a cancellation or refund

To request a cancellation or refund, email thuthukani@hourglasssolutions.co.za with your invoice or order reference and the reason for your request. We aim to acknowledge requests within 2 business days and to resolve valid refunds within 14 business days, using the original payment method where possible.

8. Contact

Hour Glass Solutions (Pty) Ltd — 073 807 6462 · thuthukani@hourglasssolutions.co.za · 959 Inchanga Road, Fourways, Sandton, Gauteng, 2191. Business hours: Monday–Friday, 08:00–17:00.