Refund Policy

This Refund Policy applies to OptiRate’s 12-month Account Audit (R2,499.00 including VAT per account). It should be read with our Terms of Use.

1. How to request a refund

Email operations@optirate.co.za with your name, the email used to pay, the payment date or reference, and the reason. We will respond in writing.

2. Full refund before work starts

You receive a full refund if you cancel in writing within 7 calendar days of payment and we have not started the audit. “Started” means we have reviewed bills, issued findings, or opened the account on our systems.

3. After work has started

If you cancel after we have started, we may retain a reasonable amount for work already done and refund the balance. We will tell you the retained amount in writing.

4. After findings or cover have been delivered

Once we have issued audit findings, or the 12-month cover is underway after work has started, the fee is not refundable except as set out in sections 5 and 8.

5. If we cannot deliver

If we cannot provide the Account Audit for reasons within our control, you receive a full refund of the fee paid for that engagement.

6. Information we need from you

If we cannot complete the audit because required bills or account access are not provided after at least two written requests and a reasonable time to respond, we may close the engagement. We may then retain a reasonable fee for work already done and refund the balance.

7. How refunds are paid

Approved refunds are paid back to the original payment method within 14 business days of our written approval. Charges levied by your bank or payment provider are not refunded by us.

8. Statutory rights

This policy does not replace rights you may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or other South African law.