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This Refund Policy outlines the conditions under which Ruka will consider or issue refunds for payments made toward its products and services.
Effective Date: 1 October 2025
Company: Ruka (Pty) Ltd (“Ruka”, “we”, “us”, “our”)
Website: https://www.ruka.co.za
Email: legal@ruka.africa
This Refund Policy outlines the conditions under which Ruka will consider or issue refunds for payments made toward its products and services. It applies to all customers and partners engaging with Ruka's current and future solutions, including SmartChat, SmartBook, SmartTrack, SmartNudge, SmartHealth, and any related services, tools, or modules. By using any Ruka Service, you agree to this policy in conjunction with our Terms & Conditions, Privacy Policy, and Cancellation Policy.
All payments made to Ruka (Pty) Ltd are considered final unless otherwise stated in this policy or required by South African consumer law. Ruka provides both subscription-based (SaaS) and contract-based services. Refunds are evaluated individually and are not automatically guaranteed. Ruka does not provide refunds for: Change of mind or non-usage of the service. User error, failure to cancel, or delayed cancellation requests. Downtime or interruptions caused by third-party systems (e.g., WhatsApp, Meta, Google, OpenAI). AI-generated content or analytical outputs that the user deems unsatisfactory.
Refunds may be considered only under the following conditions:
If a client is billed twice for the same subscription or service in error, a full refund of the duplicate charge will be issued after verification.
If a critical system failure on Ruka's infrastructure prevents a client from accessing a paid service for more than 15 consecutive business days, and the issue is verified as being caused solely by Ruka, a pro-rata refund or service credit may be applied.
If an overpayment occurs due to administrative or processing error, Ruka will refund or credit the excess amount once the overpayment is verified.
Under the Electronic Communications and Transactions Act (ECTA), first-time online customers may request a refund within 7 calendar days of purchase, provided: No service setup or activation work has begun. The client has not used the software or received any deliverables. Refunds under this clause will be issued minus any payment gateway or processing fees.
Certain services and fees are strictly non-refundable, including: Setup or onboarding fees for any Ruka product. Custom software development, design, or consulting services once work has commenced. Monthly subscription fees once a billing cycle has started. Third-party service costs (e.g., Meta or WhatsApp API fees) incurred on behalf of the client. Promotional or discounted offers. Training sessions, workshops, or events already delivered.
To request a refund, clients must: Submit a written request to legal@ruka.africa within 14 days of the billing date. Include proof of payment, invoice number, and a detailed explanation of the reason for the refund request. Ruka will acknowledge receipt of the request within 5 business days and may require additional documentation for verification. Approved refunds will be processed within 30 business days of approval, using the original payment method unless otherwise agreed.
For clients under annual or multi-year contracts: Refunds are not available for early termination unless otherwise specified in the signed Service Agreement. Where exceptional circumstances apply (e.g., verified service failure), Ruka may issue a pro-rata service credit at its discretion. All prepaid fees remain non-refundable unless required by law.
Approved refunds will be made via: The same payment method used for the original transaction, or A service credit or discount applied to a future invoice, if agreed upon in writing. Refunds cannot be issued in cash or transferred to third parties.
If a client initiates a chargeback through a bank or payment provider without first contacting Ruka, the client's account may be suspended pending resolution. Ruka reserves the right to recover all associated bank or processing fees resulting from such disputes.
All refunds are calculated in South African Rand (ZAR). Refund amounts will exclude VAT where applicable, and exchange rate differences are the client's responsibility. Ruka is not liable for losses arising from currency conversion or international banking delays.
If Ruka terminates a client's account without cause (i.e., not for breach, fraud, or non-payment), Ruka will refund the unused portion of any prepaid service fees. If termination occurs due to breach of contract or policy violations, no refund will be issued.
Refund requests will be acknowledged within 5 business days. Assessment and verification may take up to 15 business days. Approved refunds will be processed within 30 business days thereafter. Total time from request to refund completion may therefore take up to 45 business days, depending on the nature of the claim and verification requirements.
Ruka may update or modify this Refund Policy at any time. The latest version will always be published on the official Ruka website. Continued use of Ruka's Services after changes to this policy constitutes acceptance of the updated version.
All refund and billing-related inquiries should be directed to:
Legal Department – Ruka (Pty) Ltd
Email: legal@ruka.africa
Location: Johannesburg, South Africa
This Refund Policy is governed by the laws of the Republic of South Africa, and any disputes shall be resolved in accordance with the arbitration provisions set out in Ruka's Universal Terms & Conditions.