1. Introduction
Bern Technologies aims to provide reliable products and professional technology services.
This Refund and Returns Policy explains when refunds, returns, cancellations or replacements may be available. Nothing in this policy is intended to limit any rights that a consumer may have under applicable South African law, including the Consumer Protection Act where applicable.
2. Digital Services
Due to the nature of digital and professional services, refunds are generally not available for work that has already been performed.
This includes:
- IT support
- Consulting
- Website development
- Technical configuration
- Installation services
- Network configuration
- Cybersecurity services
- Cloud configuration
- Software configuration
- Other professional services
Where a project has been partially completed, fees may be payable for work already performed.
3. Hardware Returns
Hardware returns are subject to the manufacturer's return and warranty policies and applicable South African consumer law. Hardware may not be returned simply because the customer has changed their mind where the applicable law does not provide a right of cancellation.
Products must be returned with:
- Original accessories
- Packaging where reasonably required
- Manuals
- Cables
- Components
- Proof of purchase
Products that have been damaged through misuse, negligence, unauthorised modification or improper installation may not qualify for a refund or replacement.
4. Faulty Products
If a product supplied by Bern Technologies is defective, please contact us as soon as reasonably possible.
We may request:
- Proof of purchase
- Photographs or videos of the issue
- Serial numbers
- Diagnostic information
- Return of the product for assessment
Where applicable, products will be repaired, replaced or refunded in accordance with the manufacturer's warranty and applicable South African law.
5. Software and Licences
Software licences, subscriptions, activation keys and digital products may not be refundable once issued, activated or consumed, subject to applicable law and the terms of the relevant software provider. Where a third-party provider refuses a refund, Bern Technologies cannot guarantee that a refund will be available.
6. Deposits
Deposits paid for hardware procurement, development projects or other services may be non-refundable where work has already commenced, hardware has already been ordered, third-party licences have been purchased, custom work has been completed, or the deposit represents costs already incurred.
Any refund will be assessed based on the circumstances and applicable law.
7. Subscription Services
Recurring services may be cancelled subject to the cancellation terms of the applicable service agreement. Cancellation does not automatically entitle a customer to a refund of amounts already paid for a period during which services were available.
8. Refund Processing
Approved refunds will generally be processed using the original payment method. Processing times may depend on the payment provider, banking institutions, third-party suppliers and the method of payment.
9. How to Request a Refund
Refund or return requests should be sent to info@berntechnologies.co.za.
Please include:
- Full name
- Company name, if applicable
- Invoice/order number
- Product or service concerned
- Reason for the request
- Supporting information
We will assess the request and respond as soon as reasonably practical.
10. Consumer Rights
Nothing in this policy removes or limits any rights available to consumers under applicable South African legislation. Where there is a conflict between this policy and a mandatory legal right, the applicable legal right will prevail.