Refund Policy

This Refund Policy applies to the Colloxa pilot programme and any paid services provided under a signed engagement. Colloxa is pre-launch and operates by invitation only.

The marketing website (colloxa.com) itself is free to access and does not involve any payment or refund. This policy governs refunds for contracted services only.

The Colloxa pilot programme is by invitation. Pilot participants typically receive access at no cost or at a discounted rate in exchange for feedback and participation in development.

Refund terms for pilot participants are defined in the pilot agreement signed with each participant. In general:

• No-cost pilots are not eligible for refunds (no payment was made)
• Discounted pilots may be eligible for pro-rata refunds if the pilot is terminated early by either party
• Refund eligibility and process are confirmed in writing before the pilot begins

For customers who have moved beyond the pilot phase into a commercial engagement, refund terms are governed by the Master Services Agreement (MSA) or Statement of Work (SOW) signed with Colloxa.

Typical refund provisions include:

• Service credits: If Colloxa fails to meet agreed service levels, customers may be eligible for service credits as defined in the SLA
• Termination for convenience: Either party may terminate with notice; pro-rata refunds for unused prepaid periods may apply
• Termination for cause: If Colloxa materially breaches the agreement, customers may be entitled to a full or partial refund

Specific refund terms are negotiated and documented in each commercial agreement. Contact sales@colloxa.com for details.

To request a refund:

1. Email billing@colloxa.com with your request
2. Include your organisation name, engagement reference, and reason for the refund
3. Attach a copy of your signed agreement (pilot agreement, MSA, or SOW) if available

We will review your request within 5 business days and respond with next steps. Approved refunds are typically processed within 14 business days and returned via the original payment method.

Refunds are not available in the following circumstances:

• Services have been fully delivered as agreed
• Customer has materially breached the agreement (e.g., non-payment, misuse of the service)
• Customer requests a refund after the agreed refund window has closed (typically 30 days from payment)
• Customer is dissatisfied with the service but Colloxa has met all agreed service levels and deliverables

Refund eligibility is determined on a case-by-case basis in accordance with the signed agreement. Colloxa reserves the right to decline refund requests that do not meet the criteria set out in the agreement.

If you disagree with a refund decision, you may escalate the matter to legal@colloxa.com. We will review the dispute and respond within 10 business days. If the dispute cannot be resolved informally, it will be subject to the dispute resolution provisions in your signed agreement (typically arbitration in Johannesburg, South Africa).

We may update this Refund Policy from time to time. Material changes will be reflected in the "Last updated" date above. Changes do not apply retroactively to existing agreements; they apply only to new engagements signed after the change.