New Wolf Technologies — Cancellation and Refund Policy

This Cancellation and Refund Policy (“Policy”) governs the cancellation terms, billing cycles, and refund eligibility for all web development services, hosting retainers, physical hardware, and connectivity subscriptions (including Fibre and LTE packages) provided by New Wolf (Pty) Ltd (“New Wolf”, “we”, “us”, or “our”). By purchasing any product, subscribing to any service, or initiating a development project with New Wolf Technologies, you explicitly agree to be bound by the terms, notice periods, and non-refundability controls detailed below.

1. Connectivity & Subscription Services (Fibre &LTE)

All network, broadband, Fibre, and wireless LTE packages are provisioned as continuous subscription services through our white-labelled
reseller networks.

• The 2-Month Notice Period: All connectivity accounts are strictly bound to a mandatory two (2) calendar months’ formal written notice of cancellation.
• Submission Channel: Cancellation requests must be submitted exclusively via email to our dedicated tracking desk at cancellations@new-wolf.co.za. Cancellation notifications submitted via WhatsApp, phone call, support tickets, or verbal communication will not be recognized or processed.
• Effective Termination: Your network service will remain fully active, and standard monthly billing increments will continue to apply normally, throughout the entire duration of the two-month calendar notice period.

2. Automated Billing, EFTs, & Payment Terms

To ensure continuous service delivery and prevent automated infrastructure shutdowns, clients must strictly adhere to the following financial parameters:

• Debit Orders: Automated monthly billing distributions are batched and executed on either the 1st or the 23rd day of every calendar month, as selected by the client during account configuration and checkout setup.
• Manual EFT Payments: Clients opting to pay via manual Electronic Funds Transfer (EFT) must ensure that funds fully clear into the designated New Wolf bank account prior to their scheduled billing date.
• Automated Line Suspension: If a debit order collection fails or a manual EFT payment does not reflect in our bank account by the billing deadline, the system flags will trigger an immediate, automated line suspension to mitigate upstream data costs. A reconnection fee may be levied to reactivate the line.

3. Strict Non-Refundability Controls

New Wolf enforces a zero-exception policy on the non-refundability of specific operational, project, and network costs once allocated or processed. The following items are 100% non-refundable:

4. Custom Website Design & Development Projects

Web development projects are structured around defined milestones to protect development resources and project timelines:

• Commitment Deposit: The initial 50% website development deposit required to initiate the project, begin competitor analysis, and build UI/UX frameworks is completely non-refundable.
• Project Cancellation in Production: If a client terminates a custom development project while it is on our demo servers or actively in production, New Wolf retains the full initial deposit. All source code, database structures, wireframes, and design sheets remain the exclusive intellectual property of New Wolf Technologies and may not be utilized by the client.
• Post-Launch Balance: Once a web development project is fully deployed, approved, and migrated to the client’s live production domain, the final 50% balancing settlement becomes immediately binding, non-negotiable, and entirely non-refundable.

5. Physical Hardware & Products Bought on the Website

This section applies to physical networking hardware, including but not limited to LTE/5G wireless routers, Fibre optical network terminals (ONTs), and mesh Wi-Fi extenders purchased directly through the online shop front.

• The 7-Day Cooling-Off Period: In compliance with South African electronic communications regulations, consumers retain the right to cancel a physical product purchase within seven (7) days from the exact date the hardware is delivered.
• Return and Packaging Conditions: For a cooling-off return to be valid, the product must be completely unused, unaltered, and securely sealed inside its original, undamaged retail packaging along with all original power adapters, user manuals, and Ethernet cables. New Wolf reserves the right to reject returns or charge a mandatory 15% handling and restocking fee if packaging is torn, defaced, or accessories are missing.
• Logistics & Shipping Responsibility: The client is entirely responsible for organizing, tracking, and paying for the courier shipping fees to return the physical hardware to the designated New Wolf logistics warehouse. Original delivery shipping fees are fully non-refundable.
• Defective or Faulty Equipment (DOA): If a hardware device is defective straight out of the box (Dead on Arrival), it must be formally reported to support@new-wolf.co.za within 48 hours of delivery. New Wolf will arrange courier collection of the faulty unit and, upon technical verification of a manufacturer defect, will dispatch a replacement unit or issue a full refund at zero additional cost.
• Warranty Voiding Parameters: All devices are subject to standard manufacturer warranty terms. Warranties are explicitly voided in cases of physical dropped damage, liquid ingress, unauthorized firmware modifications, or power surge damage (including utility grid spikes resulting from load-shedding where the device was not plugged into a verified surge-protected multi-plug adapter).