Refund Policy

Effective Date: Thursday, 04 April 2025

At UAESA (Pty) Ltd, we pride ourselves on providing trusted and transparent tax consulting services tailored to our clients’ needs. We understand that circumstances may occasionally require a refund, and this policy outlines the terms, eligibility, and procedures for requesting and processing such refunds.

1. Scope of the Policy

This Refund Policy applies to all services rendered by UAESA (Pty) Ltd, including but not limited to:

  • Tax consulting

  • SARS compliance assistance

  • Business advisory

  • Accounting and bookkeeping services

  • Membership or subscription-based services

By engaging with UAESA (Pty) Ltd, clients agree to the terms of this Refund Policy.

2. Refund Eligibility

Refunds may be issued under the following conditions:

2.1. Duplicate Payment

If a client has been erroneously charged multiple times for the same service, the excess payment(s) will be fully refunded after verification by our finance team.

2.2. Non-Delivery of Service

If no service has been initiated or delivered due to a system error, scheduling failure, or internal oversight, the client is entitled to a full refund.

2.3. Cancellation Before Commencement

If a client cancels a service in writing prior to any work or consultation taking place, a full or partial refund may be issued, subject to an administrative fee.

3. Non-Refundable Conditions

The following circumstances are not eligible for a refund:

  • Services already rendered or initiated, including document review, client consultation, case preparation, or communication with any third parties (e.g., SARS).

  • Outcomes beyond UAESA’s control, such as delays, penalties, or unfavorable rulings from SARS or other authorities.

  • Subscription and Membership Services: Once a billing cycle has begun, fees for subscription services are non-refundable.

  • Client Inaction or Non-Cooperation: If services are delayed or obstructed due to the client failing to provide necessary documents or follow instructions.

4. Refund Request Procedure

To initiate a refund request, clients must submit a formal request via one of the following methods:

The refund request must include:

  • Full name and contact information

  • Date and method of payment

  • Invoice number or proof of transaction

  • Description of the service

  • Reason for the refund request

  • Supporting documentation, if applicable

All refund requests are subject to internal review and must be submitted within 14 calendar days from the date of payment or service agreement.

5. Refund Processing Time

  • Once approved, refunds will be processed within 24 business hours using the original payment method.

  • Requests submitted on weekends or public holidays will be processed on the next available business day.

  • Our business hours are:

    • Monday to Friday: 07h00 – 16h00 (GMT+2 / SAST)

    • Closed on weekends and South African public holidays

6. Dispute Resolution

If a refund request is denied or disputed, the client may escalate the matter in writing to our legal team at:

📧 legal@uaesa.co.za

All disputes will be handled promptly and fairly, in accordance with South African consumer protection laws and the internal policies of UAESA (Pty) Ltd.

7. Amendments to This Policy

UAESA (Pty) Ltd reserves the right to update or amend this Refund Policy at any time. Changes will be published on our official website and, where applicable, communicated to clients via email.

8. Need Assistance?

If you have questions regarding this policy or your eligibility for a refund, please contact our support team during business hours:

📧 support@uaesa.co.za
📱 060 043 0008 (WhatsApp)