Cancellation Policy

An active customer may give recorded cancellation notice through the Val’Utility application or the contact channel in their accepted agreement. Val’Utility will record the notice and confirm the effective date and future-payment treatment.

If you need help with the cancellation process, contact support@valutility.co.za.

You may cancel at any time by recorded notice, without a cancellation penalty, minimum subscription commitment or technology cost recovery charge. Cancellation takes effect on the date you request, which may be immediate, and Val’Utility will confirm it in writing. Fees properly due before that date remain payable, subject to applicable law. Prepaid unused amounts are handled as the law requires. No Subscription Fees fall due for periods after the effective cancellation date, and no unauthorised collection is permitted after cancellation or termination.

An event that began while the Warranty was active remains subject to the Warranty terms that applied when it began, including the reporting, evidence and exclusion requirements.

Where an installation appointment cancellation or no-show charge lawfully applies:

• at least 24 hours' notice avoids the charge;
• the total charge may not exceed R199;
• no additional call-out, dispatch, administration or related charge may be added above that total; and
• the customer may request a recorded exceptional-circumstances review.

Mandatory consumer rights override this ordinary rule where applicable.

Unearned subscription amounts must be refunded. The once-off R150 Application & Verification Fee per vehicle remains non-refundable, subject to rights that cannot lawfully be excluded. The Application and Verification Fee is not a technology purchase or standard installation charge. A statutory cooling-off or other mandatory refund right overrides the ordinary rule.

If a Subscription Fee remains unpaid, Warranty Benefits are suspended from expiry of the Paid-through date, subject to the payment-error protection below. You have 30 consecutive calendar days from the unpaid due date to remedy the arrears. This is an opportunity to pay, not continued benefit eligibility. Cleared payment before termination restores the Warranty prospectively only; events during the unpaid period do not qualify.

If the arrears are not remedied within that period, the subscription terminates. Failed retries or combined collections do not extend the period or create retrospective eligibility. An otherwise eligible event during a paid period is not invalidated. A new subscription after cancellation or termination requires a new application and activation; its Start Date cannot be backdated. No separate Valu’Bag savings balance survives cancellation or lapse.

An error or delay attributable to Val’Utility or its payment processor must not, by itself, cause suspension, termination, loss of Warranty Benefits or an adverse Paid-through date if you supplied correct banking details and a valid mandate, had sufficient funds when due and otherwise met your payment obligations. We investigate and correct the error, notify you and allow a reasonable opportunity to complete any payment still due. A properly payable Subscription Fee is not waived. Correcting an erroneous cancellation or termination is not a new application.

The approved recovery technology remains Val’utility’s property before and after installation, cancellation or termination. You do not purchase it. Any different arrangement must be expressly agreed in a written amendment to your Warranty agreement. If Val’utility chooses to retrieve its technology after cancellation or termination, authorised personnel will do so at Val’utility’s cost, on reasonable notice at an agreed time and place. Please provide reasonable access. Retrieval does not create a cancellation penalty or technology cost recovery charge. Leaving the technology in the vehicle does not transfer ownership or continue or reactivate the Warranty.

Val'utility will not use unlawful entry or self-help to recover a device.