Refund Policy

Payments & Refunds

Our Refund Policy

WraithWolf aims to provide professional, practical and reliable IT support. This policy explains how cancellations, payments and refund requests are handled.

1. Service Payments

Where payment is required before a service, the customer will be informed of the applicable price before payment is made.

By making payment for a service, the customer confirms that they understand the service being purchased.

2. Cancellation Before a Session

If you need to cancel or reschedule a remote support session, please contact WraithWolf as soon as possible.

Where a session has not yet started and no significant work has been performed, WraithWolf may, at its discretion, offer a refund or allow the payment to be transferred to a rescheduled session.

3. Cancellation After a Session Has Started

Once a remote support session has started and technical work has been performed, the service may no longer be eligible for a full refund.

This is because time has already been allocated and technical work may have been performed on the customer's device.

4. Services That Cannot Be Completed

If WraithWolf is unable to reasonably perform a service because of circumstances within WraithWolf's control, an appropriate refund or alternative arrangement may be considered.

However, if a service cannot be completed because of factors outside WraithWolf's reasonable control, such as hardware failure, internet connectivity, third-party software, unsupported systems or customer-side restrictions, a refund is not automatically guaranteed.

5. Technical Results

Payment for an IT support service is payment for the time, expertise and work performed, not a guarantee that a particular technical outcome will be achieved.

Some technical problems may require hardware replacement, specialist repair, data recovery or services outside the scope of WraithWolf's remote support.

6. Promotional Offers

Promotional offers, introductory prices and discounted services may have specific conditions.

Any conditions relating to a promotional offer will be communicated as part of that offer.

7. Monthly Support Plans

Monthly support plans are billed according to the applicable plan and its included services.

Unused sessions or support allowances do not automatically qualify for a cash refund unless otherwise agreed or required by applicable law.

8. Software Purchases

Where WraithWolf provides or assists with third-party software, any refund relating to that third-party product may be subject to the software provider's own refund policy.

WraithWolf cannot guarantee a refund from a third-party provider.

9. Duplicate or Incorrect Payments

If you believe that you have accidentally made a duplicate payment or were charged incorrectly, please contact WraithWolf as soon as possible so the transaction can be reviewed.

10. How to Request a Refund

Refund requests should be submitted by contacting WraithWolf with the following information where available:

• Your name
• Email address or contact number
• Date of payment
• Service purchased
• Reason for the refund request

Each request will be reviewed based on the circumstances of the transaction and the applicable legal requirements.

11. Refund Processing

Where a refund is approved, the refund will normally be made using the original payment method where reasonably possible.

Processing times may depend on the payment provider or financial institution involved.

12. Consumer Rights

Nothing in this Refund Policy is intended to remove or limit any rights or remedies that a customer may have under applicable South African consumer-protection law.

Where applicable law provides a customer with a right to a refund, cancellation or other remedy, those rights will continue to apply.

13. Changes to This Policy

WraithWolf may update this Refund Policy from time to time to reflect changes to its services, pricing or applicable legal requirements.

14. Contact WraithWolf

If you have a question about a payment, cancellation or refund, please contact WraithWolf before making a payment where possible.

Last updated: August 2026