top of page

A legal disclaimer

​

1. Purpose and Scope

This Refund, Cancellation and Delivery Policy (“Policy”) sets out the terms applicable to purchases, subscriptions, training, consulting services, digital services and other products or services supplied by ISO Office (Pty) Ltd (“ISO-Office”, “we”, “us” or “our”).

​

This Policy should be read together with our general Terms and Conditions and any quotation, proposal, service agreement, subscription agreement or other written agreement applicable to a particular product or service.

​

Where applicable, this Policy is intended to operate in accordance with South African consumer and electronic commerce legislation, including the Consumer Protection Act, 68 of 2008, and the Electronic Communications and Transactions Act, 25 of 2002.

​

Nothing in this Policy is intended to limit any rights that a customer may have under applicable law.

​

2. Products and Services Covered

This Policy may apply to products and services offered by ISO-Office, including:

  • ISO management system consulting and implementation services;

  • Internal audits, gap assessments and related professional services;

  • ISO training, workshops and awareness programmes;

  • Online and virtual training;

  • Digital training material and downloadable resources;

  • Software, digital platforms and management system applications;

  • ISOMS and related software modules, subscriptions and user licences;

  • Software configuration, implementation, onboarding and support services;

  • Other professional, digital or subscription-based services offered by ISO-Office.

 

Specific quotations, proposals or agreements may contain additional or different cancellation, delivery or payment provisions. Where such terms have been expressly agreed with the customer, those terms will apply together with this Policy.

​

3. DELIVERY POLICY

3.1 Digital Products and Services

Digital products, software access, electronic documents, training material, user accounts and similar services will normally be delivered electronically through one or more of the following:

  • Email;

  • Secure download link;

  • Online portal;

  • ISOMS or another ISO-Office platform;

  • User account activation; or

  • Another electronic delivery method communicated to the customer.

 

Where payment is required before delivery or activation, delivery will commence once payment has been successfully received and verified, unless otherwise agreed in writing.

​

3.2 Software and Subscription Services

Where a customer purchases access to an ISO-Office software product or subscription service, access will be provided in accordance with the applicable subscription, quotation or service agreement.

Delivery may include:

  • Creation or activation of the customer account;

  • Provisioning of the relevant software modules;

  • User account configuration;

  • Initial setup or onboarding;

  • Customer-specific configuration where included in the purchased package; and

  • Access credentials or invitations for authorised users.

 

Any estimated implementation or activation period will be communicated to the customer where the service requires configuration before use.

​

3.3 Training Services

For scheduled online training, customers will receive the relevant joining instructions, dates, times and access information electronically before commencement of the training.

For on-site training, delivery will take place at the location and on the date agreed between ISO-Office and the customer.

Training certificates, where applicable, will be issued after completion of the applicable training and satisfaction of any assessment or attendance requirements.

​

3.4 Consulting and Professional Services

Consulting, auditing, implementation and other professional services will be delivered according to the scope, dates, milestones and deliverables contained in the applicable quotation, proposal, purchase order or service agreement.

Delivery may occur remotely, electronically, on-site or through a combination of these methods.

​

3.5 Delivery Delays

ISO-Office will make reasonable efforts to provide products and services within agreed or indicated timeframes.

Where delivery is delayed due to circumstances beyond our reasonable control, including technical failures, internet outages, third-party service interruptions, customer delays, force majeure events or failure by the customer to provide required information or access, ISO-Office will communicate the delay where reasonably practicable and arrange an appropriate revised delivery date.

​

4. CANCELLATION POLICY

4.1 General Cancellation

Customers wishing to cancel a booking, service, subscription or order must notify ISO-Office in writing.

A cancellation will only be regarded as received once ISO-Office has received the written cancellation request.

Any cancellation rights available under applicable South African legislation will remain unaffected.

​

4.2 Training Cancellations

Unless otherwise stated in the applicable quotation or training booking terms:

More than 7 calendar days before the scheduled training date:
The customer may request cancellation or transfer the booking to another available training date. Where a refund is applicable, reasonable administrative or non-recoverable costs may be deducted where permitted by law.

​

Between 2 and 7 calendar days before the scheduled training date:
ISO-Office may offer the customer the option of transferring the booking to another available training session rather than providing a refund.

​

Less than 48 hours before the scheduled training date or non-attendance:
The training fee may be non-refundable, subject to applicable consumer legislation and the circumstances of the cancellation.

A customer may, with prior notification to ISO-Office, nominate another suitable person to attend the training in place of the originally registered participant, where appropriate.

​

4.3 Cancellation by ISO-Office

ISO-Office reserves the right to postpone, reschedule or cancel training, consulting engagements or other scheduled services where reasonably necessary.

Where ISO-Office cancels a service and cannot provide a suitable alternative, the customer will be entitled to an appropriate refund of amounts paid for the undelivered service.

Where a service is rescheduled, the customer may be offered the option of attending or receiving the service on the revised date.

​

4.4 Consulting, Auditing and Professional Services

Where professional services have been scheduled and the customer cancels the engagement, ISO-Office may charge for:

  • Work already completed;

  • Time already incurred in preparation;

  • Non-refundable travel or accommodation costs;

  • Third-party costs incurred specifically for the engagement; and

  • Reasonable cancellation costs where permitted by applicable law.

 

The specific cancellation provisions contained in an accepted quotation, proposal or service agreement will take precedence where applicable.

​

4.5 Subscription Cancellation

Customers may request cancellation of a software or service subscription in accordance with the subscription period and termination provisions applicable to their package or agreement.

Unless otherwise agreed:

  • Cancellation does not automatically entitle the customer to a refund for a subscription period already commenced;

  • Access may remain available until the end of the paid subscription period;

  • Future renewal charges will cease once cancellation has been properly processed; and

  • Any outstanding amounts relating to services already supplied remain payable.

 

These provisions remain subject to any mandatory cancellation rights available under applicable South African law.

​

5. REFUND POLICY

5.1 General Refund Principles

Refund requests will be assessed according to:

  • The nature of the product or service;

  • Whether delivery has already commenced;

  • The amount of work already performed;

  • Whether digital content or software access has already been provided;

  • Costs already incurred by ISO-Office;

  • The applicable quotation, contract or subscription agreement; and

  • Applicable South African legislation.

 

Nothing in this Policy excludes a refund or remedy where one is required by law.

​

5.2 Services Not Yet Commenced

Where a customer validly cancels a service before work has commenced, ISO-Office will consider a refund in accordance with this Policy and applicable law.

Reasonable administrative, third-party or non-recoverable costs may be deducted where legally permissible.

​

5.3 Services Already Commenced

Where consulting, implementation, configuration, auditing, training preparation or other professional work has already commenced, ISO-Office may deduct the reasonable value of work already performed and costs already incurred before determining any refund due.

​

5.4 Completed Services

Once a professional service has been fully performed and delivered in accordance with the agreed scope, payments are generally non-refundable except where:

  • The service was materially defective;

  • The service was materially different from what was agreed;

  • A refund or other remedy is required under applicable legislation; or

  • ISO-Office agrees otherwise in writing.

  • ​

5.5 Digital Products and Downloadable Content

Due to the nature of digital products, downloadable documents, templates, training material and similar content, refunds may not be available once the digital content has been supplied, downloaded or accessed, except where required by applicable law or where the product is materially defective or incorrectly supplied.

​

5.6 Software and Digital Platform Services

Fees associated with configuration, onboarding, implementation, customisation or other work already performed are generally non-refundable to the extent that the relevant services have already been rendered.

Subscription fees relating to a subscription period already commenced may also be non-refundable, subject to applicable legislation and the terms of the applicable subscription agreement.

Where ISO-Office is unable to provide a paid service due to a failure attributable to ISO-Office and cannot reasonably rectify or replace the service, an appropriate refund, credit or alternative remedy may be provided.

​

5.7 Duplicate or Incorrect Payments

Where a customer has accidentally made a duplicate payment or paid an incorrect amount, the customer should contact ISO-Office as soon as reasonably possible.

Once the payment has been verified, any amount confirmed as having been paid in error will be refunded or credited as appropriate.

​

6. REFUND PROCESSING

Approved refunds will normally be processed using the original payment method where reasonably possible.

Customers may be required to provide sufficient information to verify:

  • The original transaction;

  • The identity of the customer or account holder;

  • The amount paid; and

  • The banking or payment information required to process the refund.

 

ISO-Office will endeavour to process approved refunds within a reasonable period. Actual clearing times may depend on the relevant bank, card provider, payment gateway or financial institution.

ISO-Office is not responsible for delays caused solely by banks, payment processors or other financial service providers after the refund has been processed by ISO-Office.

​

7. PAYMENT GATEWAYS AND THIRD-PARTY PROVIDERS

Where payments are processed through an external payment gateway, banking institution or other third-party payment service, the transaction may also be subject to the terms, processing times and security requirements of that service provider.

ISO-Office does not store customers' complete card information where payments are processed directly by an authorised third-party payment provider.

​

8. CUSTOMER RESPONSIBILITIES

Customers are responsible for ensuring that:

  • Accurate contact and billing information is supplied;

  • Correct email addresses are provided for digital delivery;

  • Authorised users maintain the confidentiality of their login credentials;

  • Required information is supplied to ISO-Office within agreed timeframes;

  • Participants attend scheduled training or consulting sessions; and

  • Any technical requirements communicated for online services are reasonably available.

 

ISO-Office will not be responsible for delivery failures resulting from incorrect information supplied by the customer or circumstances within the customer's reasonable control.

​

9. COMPLAINTS AND DISPUTES

Customers who are dissatisfied with a product or service are encouraged to contact ISO-Office promptly so that the matter can be investigated and, where appropriate, resolved.

Customers should provide sufficient information to identify the relevant transaction, service or booking and clearly explain the nature of the complaint.

ISO-Office will endeavour to address complaints fairly and within a reasonable period.

​

10. CHANGES TO THIS POLICY

ISO-Office may update this Policy from time to time to reflect changes in our services, commercial practices or applicable legal requirements.

The latest version published on the ISO-Office website will apply to new transactions from its effective date, subject to any contractual rights already established under an existing agreement.

​

11. CONTACT INFORMATION

For cancellations, refund requests, delivery enquiries or questions relating to this Policy, please contact:

ISO Office (Pty) Ltd
Website: www.isooffice.co.za
Email: yolande@isoms.co.za / pierre@isoms.co.za

​

When contacting us regarding a transaction, please include the relevant invoice number, booking reference, order number or customer details where available.

​

Last Updated: August 2026

​

This Policy is intended to provide clear commercial terms for customers and should be read together with ISO-Office's Terms and Conditions, Privacy Policy and any applicable quotation, subscription agreement or service agreement.

​

bottom of page