Refund Policy

Last updated: September 2026

This Refund Policy explains how Altosky handles refund requests for its connectivity, hosting, domain, voice, mobile, server, and related services.

1. When a refund may be available

We will assess refund requests fairly and in line with the applicable agreement, service description, payment terms, and South African consumer law. A refund may be considered where a payment was duplicated, a service was not supplied as agreed, or a refund is otherwise required by law.

2. Service-specific charges

Unless applicable law or the relevant service agreement provides otherwise, charges for services already activated, consumed, provisioned, or completed are not automatically refundable. This may include setup work, usage charges, domain registration or renewal fees, third-party charges, and custom work already performed.

3. How to request a refund

Send a written request to accounts@altosky.co.za with your name, account or invoice number, payment date, amount, service, and reason for the request. We may ask for supporting information to verify the payment and account.

4. Processing

Approved refunds are normally returned using the original payment method, subject to payment-provider processing times. We will confirm the outcome of the request and any amount approved after reviewing the relevant account and service records.

5. Statutory rights

Nothing in this policy limits a consumer right or remedy that cannot lawfully be excluded or limited. Where a statutory cooling-off, cancellation, service-quality, or other remedy applies, it will be handled in accordance with the applicable law.

6. Contact

For refund questions, contact accounts@altosky.co.za.