Phoenix Link (Pty) Ltd

Refund Policy

Last Updated: 1 December 2025

This Refund Policy explains when and how refunds may be issued for products and services purchased from Phoenix Link (Pty) Ltd ("Phoenix Link", "we", "our", or "us") through our website at www.phoenixlink.co.za.

This policy complies with the Consumer Protection Act (CPA) of South Africa and the Electronic Communications and Transactions Act (ECTA).

1. General Policy

Phoenix Link primarily sells digital products, including software licenses, subscriptions, API access, trading tools, and AI-powered services. Due to the nature of digital products, which are delivered instantly and cannot be "returned" in the traditional sense, our refund policy differs from physical goods.

Our commitment:

•       We stand behind the quality of our products

•       We will work with you to resolve any issues before considering a refund

•       We comply with all applicable consumer protection laws

•       We handle each refund request fairly and on its own merits

2. When Refunds May Be Granted

2.1 Defective Products

In accordance with the Consumer Protection Act, you are entitled to a refund if:

•       The product has a material defect that prevents it from functioning as described

•       The defect cannot be repaired or resolved within a reasonable time

•       The product was not fit for the purpose for which it was marketed

•       The product does not match its description on our website

2.2 Technical Issues

Refunds may be considered if:

•       A technical failure on our end prevents you from accessing or using the product

•       We are unable to resolve the technical issue within 14 days

•       The product is fundamentally incompatible with standard systems (not disclosed prior to purchase)

2.3 Duplicate Purchases

If you accidentally purchased the same product twice, we will refund the duplicate purchase upon verification.

2.4 Unauthorised Transactions

If you did not authorise a purchase made on your account, contact us immediately. We will investigate and issue a refund if the transaction was fraudulent. You may also need to report the issue to your bank.

3. When Refunds Are Generally Not Available

Due to the nature of digital products, refunds are generally not available in the following circumstances:

3.1 Change of Mind

Once a digital product has been delivered or activated, refunds are not available simply because you changed your mind or no longer want the product. We encourage you to review product descriptions, features, and any available trials before purchasing.

3.2 Failure to Read Product Information

Refunds will not be issued if the product functions as described but does not meet expectations that were not part of the product description or marketing materials.

3.3 Third-Party Issues

Refunds are not available for issues caused by:

•       Third-party AI providers (OpenAI, Anthropic, Google) — including API outages, rate limits, or policy changes

•       Your API key issues — invalid keys, insufficient credits, or account suspensions

•       Third-party messaging platforms (Telegram, Discord, etc.)

•       Broker platform issues (for trading tools)

•       Your internet connection or hardware

3.4 User Error or Misuse

Refunds are not available for:

•       Incorrect configuration of the software

•       Use of the product in violation of our Terms & Conditions

•       Failure to follow setup instructions or documentation

•       Issues caused by modifications to the software

3.5 Trading Losses

Important: Phoenix Link trading tools and bots are provided "as is" and carry inherent financial risk. Refunds are not available for trading losses, poor market performance, or any financial outcomes resulting from use of our trading products. Past performance does not guarantee future results.

3.6 Consumed Services

Refunds are not available for subscription periods that have already been used or for services that have already been rendered.

4. Product-Specific Refund Policies

Product	Refund Policy
AIChatFriends	Subscription refunds available within 7 days if platform is non-functional. No refunds for third-party API issues or BYOK-related problems.
Phoenix SmartFlow CRM	Refund within 14 days if material defect cannot be resolved. License keys are non-refundable once activated.
DeepTree	Refund within 14 days if product fails to perform as described. No refunds for SharePoint connectivity issues outside our control.
Phoenix Whisper	Refund within 14 days for material defects. No refunds once fully deployed and operational.
Trading Bots / MT5 Tools	Refund only for non-delivery or complete non-functionality. No refunds for trading performance, losses, or broker-related issues.
Custom Development	Governed by individual project agreements. Generally non-refundable once work has commenced.
Lifetime Deals	Refund within 30 days for material defects only. No change-of-mind refunds.

5. Subscription Cancellations

5.1 How to Cancel

You may cancel your subscription at any time by:

•       Logging into your account and navigating to subscription settings

•       Contacting support@phoenixlink.co.za

5.2 Effect of Cancellation

•       Cancellation takes effect at the end of your current billing period

•       You will retain access until the end of the paid period

•       No further charges will be made after cancellation

•       Past subscription payments are not refundable

5.3 Refunds for Unused Subscription Time

Pro-rata refunds for unused subscription time are not provided except where required by law or at Phoenix Link's sole discretion (e.g., long-term subscriptions with significant unused time).

6. How to Request a Refund

6.1 Refund Request Process

To request a refund:

1.    Contact us at support@phoenixlink.co.za within 7 days of purchase (or as specified for specific products)

2.    Include the following information:

•       Your name and email address associated with the purchase

•       Order number or transaction reference

•       Product name

•       Reason for the refund request

•       Any relevant screenshots or error messages

3.    Allow us to investigate — we may attempt to resolve the issue before processing a refund

4.    Receive our decision within 7 business days of your request

6.2 Refund Processing

If your refund is approved:

•       Refunds will be issued to the original payment method

•       Processing time: 5-10 business days (depending on your bank or payment provider)

•       You will receive email confirmation when the refund is processed

•       Your access to the product will be revoked upon refund

7. Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank or payment provider.

•       Chargebacks initiated without first contacting Phoenix Link may result in account suspension

•       We will contest chargebacks that we believe are not legitimate

•       Fraudulent chargebacks may be reported to relevant authorities

8. Your Rights Under the Consumer Protection Act

Nothing in this policy limits your rights under the Consumer Protection Act (CPA) of South Africa. Under the CPA, you have the right to:

•       Return defective goods within 6 months of delivery

•       Choose between a refund, replacement, or repair for defective goods

•       Receive goods that are of good quality, in good working order, and free of defects

•       Receive goods that are fit for the purpose for which they are generally intended

Note: The CPA acknowledges that digital products have unique characteristics. The "cooling off" period that applies to direct marketing does not apply to digital products that have been delivered or activated.

9. Contact Us

For refund requests or questions about this policy:

Phoenix Link (Pty) Ltd Email: support@phoenixlink.co.za Website: www.phoenixlink.co.za Response Time: Within 2 business days Refund Decision: Within 7 business days of request

10. Changes to This Policy

Phoenix Link reserves the right to update this Refund Policy at any time.

•       Changes will be posted on our website with an updated "Last Updated" date

•       The policy in effect at the time of your purchase will apply to that transaction

•       Material changes will be communicated via email to existing customers

By making a purchase from Phoenix Link, you acknowledge that you have read and understood this Refund Policy.