Refund Policy

1. General Position

Given the nature of digital services, subscriptions are generally non-refundable once access has been activated. Refunds are only available in the specific circumstances set out in this policy.

2. When You Are Eligible for a Refund

You may be eligible for a pro-rata credit or refund where the service has been materially unavailable for a continuous period exceeding seventy-two (72) hours due to causes within The Vault’s direct control. Any such credit or refund is granted at The Vault’s discretion.

3. When You Are Not Eligible for a Refund

Refunds are not available where unavailability or delay arises from factors outside The Vault’s direct control, as described in the Service Availability and Limitations clause of our Terms of Service. These include, without limitation:

• Interruptions to your own internet connectivity;
• Delays, suspensions, or outages of the JSE’s SENS or other exchange systems, including market halts and regulatory actions;
• Interruptions, errors, or delays in Sharenet’s data feeds;
• Outages or failures attributable to third-party cloud hosting, content delivery networks, or other infrastructure operators;
• Scheduled maintenance of which reasonable notice has been given.

4. How to Request a Refund

Requests for refunds must be submitted in writing to the contact details set out at the end of this policy. To help us assess your request quickly, please include:

• The name and email address registered to your subscription;
• The date(s) and approximate duration of the unavailability;
• A short description of the problem you experienced.

5. What We Do When We Receive Your Request

When we receive a refund request, we will acknowledge it and assess whether it meets the eligibility criteria in Section 2, including whether the unavailability was within our direct control. We will respond to refund requests in writing within ten (10) business days of receipt.

Where a refund or pro-rata credit is approved, it will be processed back to the original payment method via our payment processor, Stitch Express. Please allow additional time for your bank or card issuer to reflect the refund after it has been processed.

6. Relationship to Cancellation

Requesting a refund is separate from cancelling your subscription. If you wish to stop future billing, please also follow the steps in our Cancellation Policy. Cancelling a subscription does not, on its own, entitle you to a refund of fees already paid.

Contact Details

Entity: Integrated Communication Consultants CC (trading as The Vault Exchange)

Registration Number: 94/06607/23

Physical Address: 121 Sameja Drive, Dunkirk Estate, Salt Rock, South Africa, 4420

Email: shammerton@thevault.exchange