Spoc Managed Services (Pty) Ltd

1. General Overview
   This policy governs the return, replacement, or cancellation of:
   • ICT hardware supplied by Spoc
   • Software licenses (incl. Microsoft 365, PBX apps, firewall subscriptions)
   • Hosted/cloud services (VoIP, PBX, captive portal, etc.)
   By engaging with our services or purchasing products, you agree to this policy in
   conjunction with our Terms & Conditions.
2. ICT Hardware Returns
   Eligible for Return (within 7 days of invoice):
   • Hardware that is defective or dead on arrival (DOA)
   • Hardware that was incorrectly supplied or invoiced
   • Hardware received damaged in transit (reported within 24 hours)
   Return Conditions:
   • Must be returned in original packaging, unused and undamaged
   • Must include all accessories, documentation, and serial numbers
   • A minimum 15% restocking/handling fee may apply for opened but non-
   defective items
   Not Accepted:
   • Custom-ordered hardware
   • Items returned after 7 days (standard manufacturer warranty applies)
   • Hardware with physical/user-induced damage
   Shipping Responsibility:
   • Customer covers return courier fees unless return is due to our error
   • We strongly recommend insured return shipping
3. Software Licenses
   Due to the nature of software licensing, no returns or refunds will be issued once a
   license key or activation has been issued, including:
   • Microsoft 365 subscriptions
   • PBX mobile/desktop app licenses
   • Firewall and security software keys
   • SIP trunks or third-party VoIP credits
   Important Notes:
   • Please review license terms and compatibility before purchase
   • Once activated, licenses are non-transferable and non-refundable

• License provisioning errors must be reported within 48 hours of receipt

4. Hosted & Cloud-Based Services
   Cancellations (Recurring Services):
   • Services such as Hosted PBX, SIP Trunks, Captive Portal, or Managed WiFi
   require 30-day written notice for cancellation
   • Early cancellation of a fixed-term contract (e.g. 12 or 24 months) may incur a
   pro-rata early termination fee based on remaining months and hardware
   subsidies
   Refunds for Downtime or Faults:
   • Refunds or credits may only be issued if Spoc fails to deliver service per SLA
   and fault is not caused by:
   o Power failures or client-supplied infrastructure
   o Third-party internet outages
   o Incorrect usage or configuration changes by the client

Service Adjustment Requests:
• Feature or capacity adjustments (e.g., adding users, ports, or extensions) must
be requested in writing
• Pro-rated billing applies for mid-cycle upgrades
• Downgrades may only be processed at contract renewal or anniversary dates

5. Data Handling for Returns
   All returned ICT hardware is subject to a data sanitisation process in line with POPIA
   compliance. We recommend that clients:
   • Remove any confidential data before return
   • Backup all important files prior to decommissioning or shipping back devices
6. How to Initiate a Return or Support Claim
   Please contact our support team at:

info@spocsa.co.za

086 111 2802

Centuria Office Park
Block 16, 1 st floor
265 Von Willich Avenue Centurion
0157

Include the following:
• Invoice or order reference
• Serial number or license key (if applicable)
• Description of the issue and photos (if damaged)