This policy applies to services purchased from Tri2b (Pty) Ltd and to payments made to us by card, instant EFT, or bank transfer. It forms part of our Terms of Service.
1. What you are buying
We provide professional software development, technical consulting, and support services. These are digital services delivered remotely. We do not sell physical goods, so nothing is shipped and no delivery address or courier is involved.
2. How services are delivered
- Source code is delivered through access to a version-control repository (GitHub or GitLab), or as an archive where you prefer.
- Applications and services are deployed to the environment agreed in the proposal — yours or one we host for you.
- Consulting output, reviews, and documentation are delivered as documents by email or in a shared workspace.
3. When services are delivered
- Work normally starts within five business days of the deposit clearing, on a start date confirmed with you in writing.
- Project milestone and delivery dates are set out in the proposal or statement of work for your engagement.
- Retainer and support hours are made available monthly for the month they cover.
- Where your feedback, approvals, or access are delayed, affected dates move accordingly and we confirm the revised schedule in writing.
4. Deposits
Fixed-scope projects usually require a deposit — typically 50% — before work starts. The deposit secures your place in the schedule and covers the initial phase of work. Once work has started it is not refundable, except as set out in clauses 5 and 8 below.
5. Cancelling before work starts
If you cancel in writing before work has begun, we refund your deposit in full. We ask for cancellations as early as possible, since a booked slot usually means turning other work away.
6. Cancelling during an engagement
You may cancel an engagement on 14 days' written notice. When you do, we invoice for work completed up to that point plus any third-party commitments we can no longer cancel on your behalf. Any prepaid amount left over after that is refunded to you pro rata, and we hand over everything produced so far.
7. Retainers and support plans
Retainers run month to month and can be cancelled with 30 days' written notice. Part-months are not refunded, and unused hours do not roll over into the next month unless your agreement says they do.
8. If we do not deliver
If we fail to deliver an agreed milestone materially as specified, tell us in writing. We will correct it at no charge. If we cannot put it right within 14 days of your notice, you are entitled to a refund of the amounts you paid for that undelivered milestone.
9. Duplicate or incorrect payments
If you pay twice, pay the wrong amount, or pay an invoice that was already settled, we refund the difference in full. These are processed within five business days of us confirming the error.
10. How to request a refund
Email hello@tri2b.cloud with your invoice number or payment reference, the amount, and the reason for the request. We acknowledge every request within two business days and give you a decision within five business days. If we decline, we explain why in writing.
11. How refunds are paid
Approved refunds go back to the original payment method. Card and instant EFT payments are refunded through Paystack, normally within ten business days of approval, after which your bank may take a few more days to reflect it. Bank transfers are refunded to the account the payment came from. Refunds are made in the currency of the original payment, and we do not pay refunds in cash or to a third party's account.
12. What is not refundable
- Work already performed and delivered to the agreed specification.
- Third-party costs already incurred on your behalf — domains, software licences, and cloud spend.
- Time reserved and lost to delays on your side, where we could not reallocate it.
- Change requests you approved in writing and we then completed.
13. Disputes and chargebacks
If something has gone wrong with a payment, please contact us at hello@tri2b.cloud before raising a dispute with your bank. We resolve almost everything faster directly than a chargeback process can, and we would rather fix the problem than argue about it.
14. Your statutory rights
Nothing in this policy limits any rights you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002, including any cooling-off right that applies to your transaction.
15. Contact
Tri2b (Pty) Ltd, Cape Town, South Africa — hello@tri2b.cloud. We reply within one working day, Monday to Friday, 08:00–17:00 SAST.