Returns and Refunds Policy

Purpose, scope, and users

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The purpose of this document is to outline the circumstances under which Our direct consumers may return non-defective or defective Hardware to Us, as well as the qualifying criteria and procedures to be followed when returning non-defective and defective Hardware to Us.

This document applies only to Hardware purchased or leased directly from Us and does not include Hardware purchased or leased from a third-party, or Hardware marketed by a third-party. Users of this document are all direct consumers.

Definitions

“Collection Date” means the date on which You or a third-party nominated by You collects the

Hardware from Us

“Collection Date” means the date on which You or a third-party nominated by You collects the

Hardware from Us

“Delivery Date” means the date on which Hardware is delivered to You or a third-party

nominated by You

“ECTA” means the Electronic Communications and Transactions Act 25 of 2002

“Hardware” means Point-of-Sale Devices

“Return Date” means the date on which We receive Hardware back from You, following

Your election to rescind a transaction with Us after delivery of Hardware

“Transaction Date” means the date on which We accept Your order for Hardware

“We”; “Us”, “Our” means AddPay Proprietary Limited

“You” means a consumer as defined in section 1 of the CPA; “Your” will be

construed accordingly

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Return of defective Hardware

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4.1. Manufacturer’s warranty

4.1.1. Description

Subject to eligibility requirements, a limited manufacturer’s warranty is applied to all Hardware purchased directly from Us. The limited factory warranty is valid for a period of 12 (twelve) months from the date on which We allocate the Hardware serial number to You.

4.1.2. Eligibility

This warranty covers repairs or replacement of Hardware proven to be defective due to manufacturing faults.

Devices may be returned under warranty if the following conditions are met:

• The defect is due to a manufacturing fault and not caused by misuse, negligence, accidental damage, power surges, tampering, or unauthorized repairs.

• The issue must be logged through our official support channels with a valid description and device serial number. WhatsApp: 082 313 4578, Email: support@addpay.africa or Phone: 021 880 0644

• A preliminary remote assessment by our Support team must confirm that the issue is hardware-related.

• The return falls within the warranty period, as specified on the invoice.
• All components originally delivered (e.g., charging cables, stands, packaging, etc.) are returned with the device.

• Devices returned outside the warranty period or that show signs of external damage will not be accepted under warranty and may be quoted for repair.

4.1.3. Exclusions

The limited manufacturer’s warranty does not apply to:

• Normal wear and tear (including, without limitation, wear and tear of camera lenses, batteries, displays and printers).

• Damage or defects caused by rough handling (including, without limitation, damage caused by water or other liquid intrusion, sharp items, bending, compressing or dropping).

• Damage or defects caused by misuse (including, without limitation, use for a purpose other than the purpose for which the Hardware is manufactured and contrary to instructions issued by Us and/or the manufacturer).

• Damage or defects caused by lightning, power surges (including, without limitation, power surges induced by load-shedding and/or load-reduction).

• Damage or defects caused by operating the Hardware with accessories not produced or approved by Us or the manufacturer.

• Damage or defects caused by unauthorised repairs and/or modifications.

If any of the above conditions are present, the Hardware will not qualify for repair or replacement under warranty, and repair costs (if any) will be quoted separately.

Devices returned without proper logging, packaging, or documentation may be delayed or rejected.

Timelines:

• Collection scheduled within 2 business days after logging the issue.
• Assessment within 2 business days of receipt.
• Repairs/Replacement within 3-5 business days, barring parts availability.
• Devices returned to the client within 3 business days after completion.
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4.1.5. Courier Responsibility

In-Warranty Devices:

If the Hardware issue is confirmed to be covered under the manufacturer’s warranty:

• We will arrange the courier collection at Our cost.
• We will provide You with a waybill via email after booking.
• You must print and attach the waybill securely to the package before handing it to the courier.

Out-of-Warranty Devices or Excluded Faults:

If the Hardware is out of warranty or the issue falls under the exclusions listed in clause 4.1.3:

• You are responsible for the courier costs to and from Us.
• If We arrange the courier on Your behalf, the cost will be invoiced prior to dispatch.
• You must still attach the waybill provided to the parcel and ensure secure packaging.