Customer policy
Refunds and cancellation
A clear process for cancelling a StratEQ subscription, correcting billing errors and requesting a refund.
Scope
This policy applies to subscriptions purchased directly from STRATEQ (PTY) LTD for StratEQ Reporting or StratEQ Equa. If an accepted order contains a more favourable refund or cancellation term, that term applies. Purchases made through an authorised reseller or marketplace may also be subject to that provider's process, without limiting rights that cannot lawfully be excluded.
Digital service
A purchase provides digital access to the product, plan, user or entity allowance and subscription period stated before payment. Nothing is physically shipped. Access is considered delivered when StratEQ activates the authorised account or sends the agreed activation instructions.
Seven-day first-purchase refund
You may request a full refund of the first payment for a new paid subscription within seven calendar days after payment. This voluntary commitment is additional to statutory rights. It does not apply to a renewal, a separately agreed implementation or custom service already performed, or an account terminated for unlawful use, fraud or a material security breach.
Billing errors and service not delivered
Contact us promptly if you were charged more than once, charged an incorrect amount, charged after a valid cancellation, did not receive the purchased access, or experienced a material service failure that StratEQ could not remedy within a reasonable time. We will investigate and, where appropriate, correct the charge, restore the service, provide a proportionate credit or issue a refund.
Cancellation and renewal
You may cancel future renewal by emailing info@strateq.co.za from the account email. Include the product, organisation and payment reference. Unless law or the applicable order provides otherwise, cancellation stops the next renewal and access continues until the end of the paid period. Cancellation does not ordinarily create a pro-rata refund for unused time after the seven-day first-purchase period.
Demonstration accounts
StratEQ does not offer a free production trial. A controlled demonstration account may be made available using fictional information so that a prospective customer can evaluate selected workflows. Demo access is not a paid subscription, does not automatically convert into a purchase and must not be used for real customer or business data.
How to request a refund
Email info@strateq.co.za from the address associated with the account. Include the product, organisation, payment date, amount, payment reference and a short explanation. Do not send a full card number, password or one-time code. We may ask for limited information needed to verify the payer and transaction.
Review and timing
We aim to acknowledge a complete request within two business days and communicate the outcome within five business days. If approved, we will initiate the refund to the originating bank account or another verified account agreed in writing within ten business days after approval. A bank may take additional time to reflect the amount. We will notify you if verification, a banking investigation or another reasonable issue changes this timing.
Unresolved disputes
Please contact StratEQ first so we can investigate a billing concern. We will retain and review the relevant quotation, accepted order, invoice, payment, activation and access records and provide a written outcome. This does not remove any right to approach a bank, regulator, consumer forum or court.
Statutory rights
This policy does not exclude any cooling-off period, cancellation right, warranty, remedy or refund that applies under the Consumer Protection Act, the Electronic Communications and Transactions Act or other law. Where a mandatory right gives you a better outcome, that right applies.
Contact
Payment, cancellation and refund questions can be sent to info@strateq.co.za. We will provide a written response and explain any information still required to decide the request.