Refund Policy
Refund Policy
Last updated: August 2026
This policy explains how refunds work for OneControl app subscriptions and, where applicable, physical equipment purchases.
Subscription Refunds
OneControl Pro is billed on a recurring annual basis. Because you retain full access to Pro features for the entire period you’ve paid for, subscription fees are **generally non-refundable** once a billing period has started, except as described below or as required by South African consumer protection law.
– Cancelling your subscription stops future renewals but does not refund the current, already-paid period — you’ll keep Pro access until the end of that period.
– Accidental or duplicate charges — if you were charged in error or charged twice for the same period, contact us within 14 days and we will investigate and refund the error promptly.
– Service failure — if a technical fault on our side (not caused by your equipment, network, or third-party outages) meaningfully prevented you from using a paid feature for an extended period, contact us and we will assess a pro-rated refund or account credit on a case-by-case basis.
To cancel a subscription, use the in-app subscription management screen, or contact us directly if you need help.
Hardware Refunds (Installers and Distributors)
OneControl hardware is sold wholesale to registered installers and distributors, not directly to end consumers, and is paid for via direct EFT deposit rather than PayFast.
– Faulty equipment due to a manufacturing defect will be repaired or replaced at no charge within the warranty period — contact us with the device serial number and a description of the fault.
– Change of mind — wholesale stock orders are generally not refundable once collected, given the nature of bulk/trade purchasing. If there’s a genuine issue with an order (wrong items, quantity discrepancy, etc.), contact us within 30 days of collection and we’ll resolve it.
– End customers who purchase an installed system through a third-party installer should direct any equipment concerns to that installer in the first instance, as the installer — not OneControl directly — is the seller of record for that installation.
Your Statutory Rights
Nothing in this policy limits any right you have under the Consumer Protection Act, 68 of 2008, or other applicable South African law, which take precedence over this policy where they conflict.
How to Request a Refund
Contact us at accounts@onecontrol.co.za or +27 87 379 7955 with your account email and a description of the issue. We aim to respond to all refund requests within 2 business days.
