Refund Policy

We aim to charge fairly and correct genuine payment or service-delivery errors promptly. This policy does not limit any non-excludable right under South African consumer law.

1. Scope

This policy applies to subscription fees paid directly for Claim Tracker's digital administrative service. It does not govern RAF compensation, legal fees, medical costs, bank charges or amounts charged by unrelated third parties.

2. When a refund may be available

• A duplicate or clearly incorrect Claim Tracker charge.
• An unauthorised charge, after reasonable verification and subject to the payment provider's investigation process.
• The paid digital service was not activated or was materially unavailable due to a failure within our reasonable control and we did not restore or provide the service within a reasonable time after notice.
• A cancellation qualifies for a refund under an applicable statutory cooling-off right.
• We agree that the service was materially misdescribed or not supplied with the quality required by applicable law.

3. Circumstances normally not refundable

• A change of mind after the service has been accessed or used, except where a statutory right applies.
• Delay, rejection or non-payment of an RAF claim, because Claim Tracker does not control claim outcomes.
• A lack of new status information where the RAF or another third party has not provided an update.
• Failure caused by inaccurate, incomplete or late information supplied by the user.
• A subscription period already delivered before cancellation, unless required by law.

4. How to request a refund

1. Email claimtracker@ssgroup.tech with the subject line Refund Request.
2. Provide the account holder's full name, contact number, payment date and amount, transaction reference and the reason for the request.
3. Do not send full bank-card details, PINs or one-time passwords. We may request safe proof of payment and identity verification.
4. Submit the request as soon as reasonably possible and preferably within 14 days of the disputed charge. This administrative period does not reduce a longer right available under law.

5. Assessment and outcome

We will acknowledge the request within 2 business days and aim to communicate an outcome within 10 business days after receiving all reasonably required information. Complex cases, bank investigations or suspected fraud may take longer; we will provide an update.

If approved, the refund will ordinarily be returned through the original payment method. Bank or payment-provider processing may take approximately 5 to 10 business days after we issue it. We do not control external banking timelines.

6. Partial refunds and service credits

Where only part of a paid period was materially affected, we may offer a proportionate refund or service credit, provided this is fair and lawful. The user may reject a service credit where the law entitles them to a monetary refund.

7. Chargebacks

Please contact us before initiating a chargeback so we can investigate quickly. This does not remove the user's right to approach their bank or payment provider. Knowingly false chargebacks may lead to account restriction and recovery steps permitted by law.

8. Complaints

If dissatisfied with a refund outcome, reply to the decision and request an internal review, setting out any missing facts or documents. The user may also use any applicable statutory consumer remedy.

9. Contact