Empowering Business Growth Through Technology

2. Service Subscription Cancellation

For ongoing service subscriptions:

• Notice Period:
  • 30-day written notice required
  • Notice must be sent to support@nelaniservices.com
• Monthly Subscriptions:
  • No cancellation fee
  • Service continues until end of billing period
  • No partial month refunds
• Annual Subscriptions:
  • Early termination fee: 20% of remaining contract value
  • Pro-rata refund for unused months minus termination fee
  • 60-day money-back guarantee for new annual subscribers

3. Quality Guarantee & Resolution

We stand behind our work with a comprehensive quality guarantee:

• 30-Day Quality Guarantee:
  • Covers functionality, performance, and agreed specifications
  • Issues must be reported within 30 days of delivery
  • Documented proof of issues required
• Resolution Process:
  • Initial response within 24 hours
  • Resolution plan provided within 72 hours
  • Priority handling for critical issues
• Remediation Options:
  • Issue resolution at no additional cost
  • Partial refund (up to 50%) if issues cannot be resolved
  • Alternative solution implementation

4. Non-Refundable Items

• Third-party software licenses and services
• Domain registration fees
• Server setup and configuration fees
• Training and consultation sessions already delivered

5. Refund Processing

• Processing Time:
  • 7-14 business days for standard refunds
  • 3-5 business days for priority refunds
• Refund Method:
  • Original payment method when possible
  • Bank transfer for large refunds

2. How We Use Your Information

• Primary Purposes:
  • Delivering contracted services and products
  • Project management and communication
  • Account administration and billing
  • Technical support and issue resolution
• Secondary Purposes:
  • Service improvement and optimization
  • Market research and analysis
  • Product development and innovation
  • Regulatory compliance and reporting

3. Data Protection Measures

• Technical Security:
  • 256-bit SSL encryption for data transmission
  • Multi-factor authentication for access control
  • Regular security patches and updates
  • Automated threat detection and prevention
• Organizational Security:
  • Staff training on data protection
  • Access control and authorization protocols
  • Regular security audits and assessments
  • Incident response procedures

4. Your Privacy Rights

Under POPIA, you have the following rights:

• Access Rights:
  • Request copies of your personal information
  • Know how your data is being used
  • Receive information in a structured format
• Control Rights:
  • Request correction of inaccurate data
  • Object to direct marketing
  • Withdraw consent for processing
• Deletion Rights:
  • Request deletion of personal data
  • Remove historical processing records
  • Opt-out of future data collection

5. Data Retention Periods

• Active Projects:
  • Full duration of project engagement
  • Additional 30 days for project closure
• Completed Projects:
  • 5 years for legal and tax requirements
  • Extended retention upon specific request
• Marketing Communications:
  • Until explicit opt-out request
  • Review and refresh every 24 months

6. International Data Transfers

When we transfer data internationally:

• We ensure adequate protection measures
• Use approved data transfer mechanisms
• Comply with cross-border transfer regulations
• Maintain data processing agreements

7. Third-Party Sharing

We may share data with:

• Service providers and contractors
• Legal and regulatory authorities
• Business partners (with consent)
• Professional advisors and auditors