Refund & Cancellation Policy
Effective date: 12 August 2026
This policy explains when you can cancel and when a refund applies. It forms part of our Terms & Conditions. Because our monthly monitoring is paid online as a subscription while our other work is quoted and invoiced, the rules differ by service.
1. Monitoring subscription (paid online)
- No lock-in — you may cancel at any time by emailing us.
- Cancellation takes effect at the end of your current billing month; the subscription is not renewed after that, and you keep access for the rest of the paid month.
- We do not refund the current month once it has started.
- Check-metering — first three months free: check-metering includes three months of free monitoring. If you cancel during those three free months, you simply stop — nothing is charged and nothing is refundable (there was no monitoring charge). Paid monthly billing begins only after the free period, and the cancellation rule above then applies.
2. Historic review / recovery, power logging & power analysis (quoted & invoiced)
These are one-off professional services agreed by written quote before work begins.
- Before we start work — if you cancel before we begin, you receive a full refund of any fee or deposit paid.
- After work has begun — because this is bespoke work prepared for you, we refund the portion of the fee for work not yet done, less the cost of work already completed (a pro-rata refund).
- Once the report / deliverable has been provided — the fee is non-refundable, as the work is complete. If you believe it is materially deficient, raise it with us (see Complaints & Dispute Resolution) and we will put it right.
- You pay for the work, not the outcome — we do not refund a fee because a utility declines a dispute, or because the amount ultimately recovered differs from the over-charge we identified. Our fee is for the analysis and documentation we perform.
3. The check meter (hardware)
The check meter itself is supplied against a written quote/invoice, not online self-checkout. Terms for its supply (delivery, defects and warranty) are set out in that quote. If a meter is faulty on arrival, contact us and we will arrange a repair or replacement.
4. Cooling-off
Where the Electronic Communications and Transactions Act (ECTA) grants a cooling-off right for an online transaction, you may cancel within the applicable period for a refund — except where the service has already been performed with your consent. For work already begun with your consent, section 2 above applies.
5. Errors and duplicate charges
If you are charged in error — for example a duplicate charge or an incorrect amount — we will refund the error in full once confirmed. Please contact us as soon as you notice it.
6. How to cancel or request a refund
Email info@pandapower.co.za from the email address on your account, telling us what you would like to cancel or refund. We will acknowledge your request within 2 business days.
7. How refunds are paid
Approved refunds are paid back to your original payment method through our payment provider, PayFast, normally within 10 business days of approval.
8. Changes to this policy
We may update this policy from time to time; the latest version always appears on this page, with the effective date shown at the top. For material changes — such as to your cancellation or refund rights — we will give affected subscribers reasonable advance notice with a link to the updated policy, and the change applies going forward, not retroactively.
9. Contact us
For any question about this policy, contact us at info@pandapower.co.za.