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Return Policy

Refund Policy Overview

Thiba Ingozi strives to provide reliable and immediate Armed Response services. However, we understand that unexpected issues can occur. This policy clarifies when a refund for a pay-per-use incident may be considered and how to request it.

Eligibility for Refund

  1. Service Failure
    • If you activate Armed Response and no security personnel are dispatched due to a technical or operational error on our part, you may be eligible for a full or partial refund.
    • We may check and verify evidence (e.g., timestamps, screenshots, or app logs) demonstrating that the dispatch did not occur.
  2. Accidental Payment
    • If you accidentally initiate and pay for the Armed Response service, you must contact us within 48 hours of the incident, provided no actual dispatch occurred during that time.
    • We will evaluate the request and may issue a refund if the service was never utilised.
  3. Unauthorised Charges
    • If you notice unauthorised charges for the Armed Response service, please notify us immediately.
    • We will investigate the matter and, if verified, process a full or partial refund based on the merits which will be communicated with you.
  4. No Refund for Completed Use
    • Once the Armed Response feature has been legitimately used (i.e., security personnel have been dispatched in response to your alert), no refund will be granted for that incident, as payment covers the cost of deploying security resources.
  5. Exceptional Circumstances
    • In cases beyond our control (e.g., extreme weather, natural disasters, or other force majeure events that prevent security teams from reaching you), we will assess each request individually to determine whether a refund or credit is warranted.

 

Refund Request Process

  1. Contact Customer Support
    • Email us at tiapp@smartops.solutions or call +27 12 007 3660.
    • Provide your name, contact information, date and time of the incident, and a detailed reason for your refund request.
  2. Investigation
    • Our team will verify your incident details, review any app data, and consult our security partners to confirm whether the service was dispatched or if any technical error occurred.
  3. Decision & Notification
    • Once the investigation is complete, we will contact you via email or phone with our decision.
    • If approved, we will inform you of the refund amount and how it will be processed (e.g., credit card reversal).
  4. Processing Time
    • Refunds generally take 7–14 business days to appear in your account, depending on your bank or payment provider.

General Terms & Conditions

  1. Pay-Per-Use Model
    • The Armed Response feature is billed per incident activation. There are no recurring charges or subscription fees for this service.
    • Each activation covers the cost of dispatching security personnel and associated administrative processes.
  2. No Guarantee of Response Times
    • While we prioritise prompt response, times may vary due to location, traffic, and availability of security personnel. Refunds solely based on perceived delays may not be issued unless the delay resulted directly from a Thiba Ingozi system error preventing dispatch. The goal is for immediate dispatch. Because the feature directly alerts the closest security personnel, it typically results in quicker arrivals compared to traditional dispatch services.
  3. Policy Modifications
    • We reserve the right to amend this refund policy at any time. Changes become effective upon being posted on our website. In cases of significant updates, we will provide notice via email or through an in-app alert.
  4. Compliance with Local Laws
    • This policy adheres to applicable consumer protection regulations in South Africa. In the event of any conflict between this policy and local laws, local legislation takes precedence.

Contact Us

If you have questions about this policy or need help with a refund request, please reach out to:

We are committed to ensuring fair, efficient resolutions for all service-related concerns, helping you feel secure and confident in using Thiba Ingozi’s Armed Response feature.