This Return and Refund Policy of NAOTA AFRICA LTD details the process to follow in order to cancel
a purchase, a charitable donation, report a defect with a purchase, or arrange for a refund on a purchase pertaining to digital content, educational resources, or electronic vouchers or any other service or product offered by NAOTA AFRICA LTD.
You are not entitled to any refund or replacement for digital products or a charitable donation unless it is expressly provided for under this Return and Refund Policy or if NAOTA AFRICA chooses to give the user a refund or replacement (at the company’s sole discretion and without being obliged).
If you have a return or refund query related to a hardware purchase, or third-party service, this will need to be managed according to the terms and conditions of the third-party . NAOTA AFRICA will assist in and facilitate this process, where required.
Your right to cancel, return, or be refunded CHARITABLE DONATION MADE IN RROR/WHEN DONOR CHANGES MIND
NAOTA AFRICA will accept to process a refund for a charitable donation that was made in error or misrepresentation or misinformation or when the donor changes their mind for a valid reason and seeks to receive their funds back. This must be notified to NAOTA AFRICA in writing through info@naota-africa.com and the reason for the cancellation and refund be explicitly indicated in the subject of the email.
NAOTA AFRICA will review such a request and respond within 48 hours of receipt of such
notification. Approved requests for refunds of charitable donations will be made less the applicable transaction charges.
INCORRECT DIGITAL CONTENT DELIVERED
We will cancel, return, or refund your purchase within 30 days of the initial purchase if the incorrect content has been delivered to you. Please promptly contact info@naota-africa.com in order to resolve the mistake as quickly as possible.
NON-DEFECTIVE DIGITAL CONTENT
In line with consumer protection legislation, customers are entitled to a five (5) day cooling-off period on the purchase of digital content, if that purchase was the result of direct marketing.
We do not otherwise issue refunds or provide replacements for digital content that is returned for any reason other than a defect (this includes, but is not limited to, mistaken purchases, incorrect purchases, title/product swaps, or personal taste).
DEFECTIVE DIGITAL CONTENT
If, within six (6) months of purchase, you find that the digital content you have purchased is
defective/faulty, or you are otherwise unable to continue reading/using the title (i.e. the title is defective), you may submit a refund request as set out in the ‘Return and refund process’ section below (this is the only manner in which requests for refunds will be accepted).
Should the title subsequently be found to indeed be defective, you are entitled to either:
- have the title repaired or replaced, and have readability reinstated, or
2. be fully refunded.
Should the title subsequently be found not to be defective, you will not be entitled to any refund, or free replacement or repair.
If you discover that the title is defective after the six-month window has passed, and the title is subsequently found to be defective, you are entitled to have the title repaired and have readability reinstated.
If NAOTA AFRICA is unable to repair the title or reinstate readability after a period of
three (3) months, you will be entitled to a refund.
Please note that the following issues/problems will not render the product damaged, defective or unsuitable, and will not entitle you to any repair, replacement or refund:
1. If you are unable to access the relevant digital content because (a) the user has no internet connection, or the digital content is blocked by firewalls, or a similar internet- or network related restriction is present on the user’s end; (b) the user has reached the device limit; (c) the user’s license term has ended; or (d) payment for the digital content has failed.
2. The inability to open or read a digital content file purchased from NAOTA AFRICA:
a. on more than one device simultaneously;
b. on a reader application not supported by NAOTA AFRICA platform or a recommended
platform where applicable;
c. on a device which the user has not yet associated/registered with the relevant NAOTA AFRICA Reader application;
d. on a device running an unsupported version of an operating system;
e. on a device that does not conform to the ordinary levels of international standards, or where device manufacturers have not developed support for standard digital content functionality;
f. because the user is unable to associate their device with a NAOTA AFRICA Reader application since they are not connected to the internet.
3. The inability to open or read a digital content file purchased from NAOTA AFRICA or affiliated partners:
a. on a device that does not conform to the ordinary levels of international standards, or where device manufacturers have not developed support for standard digital content functionality;
b. on a device that does not have the correct software for accessing and displaying the file format of the content purchased;
c. because the user is unable to download the file to their device since they are not connected to the internet.
Due to the many variables which could render a digital content file (for example: a PDF or ePUB file) problematic or defective, any alleged defect in a digital content item shall be dealt with as follows:
- Should you experience any problems in downloading the digital content, or in opening or reading the digital content itself, or, although able to read the digital content, the digital
content is defective in some other way (missing pages, incorrect book/resource, etc), you must report the problem to NAOTA AFRICA via email using info@naota-africa.com.
2. If reported as above, NAOTA AFRICA will assist you in determining the possible cause(s) of the problem and how to rectify these. No refunds will be issued unless NAOTA AFRICA
determines that a refund is appropriate.
3. It will be unlikely that NAOTA AFRICA deems a refund appropriate if you have already downloaded the digital content. Consequently, if you believe an error has been made in the
purchase (e.g. you have accidentally ordered the incorrect digital content), please report the problem to the NAOTA AFRICA without downloading the digital content.
If you return an allegedly defective product purchased from NAOTA AFRICA and, following inspection, it cannot be established with certainty that the product is defective, NAOTA AFRICA may, in its sole discretion, nevertheless decide to give you a partial refund on that purchase or to repair, or give you a replacement at a reduced cost.
Return and refund process
RETURNS
If you wish to return a product purchased from NAOTA AFRICA or request for a refund of a charitable donation made, for any reason permitted under this Return and Refund Policy, you must inform NAOTA AFRICA of the reason for the return via email
Once you have successfully logged a return as outlined above, NAOTA AFRICA will issue you with a support ticket reference number. NAOTA AFRICA will not issue refunds or replacements of any products/services which have not gone through the above process and/or are not accompanied by a valid support ticket reference number.
NAOTA AFRICA will verify all logged issues, and provide initial feedback to you within two (2) working days of receipt based on the date and time recorded in the ticketing system.
NAOTA AFRICA will use all reasonable diligence to correct verifiable and reproducible errors when reported in accordance with our standard reporting procedures for errors, classified by severity as follows:
- Priority 1: An error which causes a system crash under normal usage/ a charitable donation that was made in error or as a result of misinformation or misrepresentation. NAOTA AFRICA
will, within two (2) working days of verifying that such an error is present, initiate work in a diligent manner toward development of an error correction. NAOTA AFRICA will provide you with a status update once a resolution has been reached.
2. Priority 2: Other errors. NAOTA AFRICA will, within five (5) working days of verifying such an error is present, initiate work in a diligent manner toward development of an error
correction. NAOTA AFRICA will provide you with a status update once a resolution has been reached.
If you are claiming a return based on the cooling-off period allowed for under relevant consumer protection legislation, we will require evidence of the direct marketing that resulted in your purchase of the returned item.
REFUNDS
Refund requests will be approved at the sole discretion of NAOTA AFRICA.
Should you be entitled to a refund for any reason, that refund will be done in the same manner in which the payment was made (i.e. by processing the refund against your credit card or via EFT, as the case may be). If NAOTA AFRICA is refunding via EFT, you will need to provide your banking details, along with proof of banking details (i.e. a stamped bank letter or official bank statement)