Refund Policy

Send a refund enquiry to support@valutility.co.za with your payment reference, application or Warranty reference, reason and supporting information.

Val'utility considers:

• whether the application was pending payment, pending activation, active, suspended or cancelled;
• the paid billing period;
• whether application processing, identity, vehicle, valuation and eligibility checks, monitoring or another service was supplied; the Application and Verification Fee is not a technology purchase or standard installation charge;
• whether Val'utility or its appointed provider caused a failure or delay;
• whether an incorrect or duplicate amount was collected; and
• whether a cooling-off, cancellation, failed-delivery or other statutory right applies.

Where a customer withdraws before activation:

• 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; it is not a technology purchase or standard installation charge;
• the ordinary late-cancellation or no-show charge may not exceed R199; and
• statutory cooling-off or refund rights override the ordinary rule where applicable.

No amount may be retained for a failure attributable to Val'utility or its appointed provider where applicable law or the accepted terms require a refund. If installation cannot be completed despite your cooperation, we explain the delay and propose a revised date. You may accept the revised date or cancel under the installation-delay terms in your accepted agreement. Our notice explains the revised date, refund right, response deadline and what happens if you do not respond. Following cancellation under those terms, we refund the first Subscription Fee actually paid in full within three business days, without penalty. Agreeing to a later installation date does not activate the Warranty. Mandatory consumer rights remain available.

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.

An approved refund will ordinarily be returned through the original payment method where possible. For Warranty Benefits, the recipient and payment arrangements are determined under your accepted Customer Warranty Agreement. Val'utility will provide an itemised outcome showing the amount received, amount refunded, any amount lawfully retained and the reason.

A payment provider or bank may affect when a refund appears in your account. This does not change a refund deadline in your accepted agreement or your mandatory rights. Support will provide the available processing information with the recorded outcome.

Report a suspected duplicate, unauthorised or incorrect debit to support@valutility.co.za. Val'utility will investigate it and, where an incorrect amount is confirmed, provide a recorded outcome and arrange the applicable reversal or refund.