REFUND POLICY

Effective date: 13/07/2026

1. Introduction

This Refund Policy explains how refunds, cancellations and returns are handled when using the SME Platform website, application, marketplace and related services.

Nothing in this Policy limits any rights available to consumers under applicable South African law.

2. SME Platform’s role

SME Platform generally acts as a technology and connection platform that enables buyers, sellers, entrepreneurs, consultants, funders, investors and other users to connect and transact.

Unless SME Platform is clearly identified as the direct supplier, purchases made through the marketplace are agreements between the buyer and the relevant seller or service provider.

The seller or service provider is responsible for:

Deliveries and order fulfilment;
Product quality and warranties;
Returns and exchanges;
Service cancellations; and
Approved refunds.

Buyers should review the seller’s refund and return terms before completing a purchase.

3. Marketplace purchases

Refund requests for products or services purchased from a third-party seller must first be submitted directly to that seller.

A refund, repair, replacement or exchange may be available where:

The incorrect product was delivered;
The product is defective, unsafe or damaged;
The product differs materially from its description;
The seller fails to deliver the agreed product or service; or
A refund is required under applicable consumer law.

A seller may request photographs, proof of purchase or other information before processing the request.

Products should not be returned without first receiving return instructions from the seller.

4. Change-of-mind returns

Change-of-mind returns will depend on:

The seller’s published return policy;
The type and condition of the product;
Whether the product has been used or opened;
Any hygiene or safety considerations; and
Rights available under applicable law.

Unless the product is defective, incorrect or not as described, the buyer may be responsible for return delivery costs.

5. Non-returnable items

Subject to applicable law, refunds may not be available for:

Personalised or custom-made products;
Digital products that have already been accessed or downloaded;
Perishable goods;
Sealed hygiene-sensitive products that have been opened;
Services that have already been fully performed;
Products damaged through misuse or improper handling; or
Items specifically identified as non-returnable before purchase.

6. SME Platform fees and subscriptions

SME Platform may charge fees for subscriptions, business listings, advertising, verification, administration, transaction services or access to business tools.

Unless otherwise stated or required by law:

Fees are non-refundable once the service has been activated or performed;
Used subscription periods will not be refunded;
Unused future subscription periods may be cancelled according to the applicable subscription terms;
Listing and advertising fees are not refundable merely because they did not produce sales, enquiries, funding or investment; and
Third-party payment or transaction charges may not be refundable.

A duplicate or incorrect charge should be reported to SME Platform as soon as possible.

7. Funding, crowdfunding and stokvel payments

Funding contributions, crowdfunding payments, investments, loans and stokvel contributions are not treated as ordinary marketplace purchases.

Whether money may be refunded will depend on:

The type of campaign or transaction;
The campaign-specific terms;
Whether the funding target was reached;
Whether funds have already been transferred or used;
The agreement between the relevant parties; and
Applicable legal or regulatory requirements.

SME Platform does not guarantee that contributions, loans or investments will be refundable.

Users must review the campaign or funding terms carefully before making a payment.

8. Cancelled or failed transactions

Where a payment fails or a transaction is cancelled before completion, any temporary payment authorisation may be released automatically by the bank or payment provider.

The time required for money to reflect in an account depends on the relevant bank or payment service provider.

SME Platform is not responsible for delays caused by banks, payment gateways or other third-party payment providers.

9. Requesting a refund

To request assistance with a refund, contact the seller or SME Platform and provide:

Your full name;
Your order or transaction number;
The date of purchase;
The product or service concerned;
The reason for the request;
Proof of payment; and
Photographs or supporting information where relevant.

Requests may be sent to:

Email: sales@smeplatform.co.za
Telephone: 068 476 9262

Submitting a request does not automatically guarantee approval.

10. Approved refunds

Approved refunds will normally be paid using the original payment method, unless another method is agreed or required.

Refund processing times may vary depending on the seller, bank and payment provider.

Delivery, administration or transaction fees may be deducted where legally permitted and disclosed to the user.

11. Disputes

Buyers and sellers should first attempt to resolve refund disputes directly and in good faith.

SME Platform may assist with communication or request supporting documents, but is not required to decide disputes between independent users.

Where a matter cannot be resolved, a consumer may approach an appropriate consumer-protection body, ombud, regulator or court.

12. Changes to this Policy

SME Platform may update this Refund Policy when its services, payment methods or legal obligations change.

The updated version will be published on the Platform with a revised effective date.

13. Contact details

Refund questions may be directed to:

Registered company name: SME PLATFORM (PTY) LTD
Trading name: SME Platform
Registration number: 2026 / 456192 / 07
Address: 016 MOSHATE GARDENS PHASE 2; SOSHANGUVE; PRETORIA; GAUTENG; 0152
Email: sales@smeplatform.co.za
Telephone: 068 476 9262
Website: www.smeplatform.co.za