Refunds Policy

1. Overview

This Refunds Policy sets out the conditions under which StreetSmarts ("StreetSmarts", "we", "us", or "our") will consider refund requests for purchases made on the StreetSmarts platform.

StreetSmarts delivers digital information products — including neighbourhood Reports and Comparison Reports — that are generated on demand using data retrieved from third-party providers. Because these costs are incurred at the point of generation, all refund requests are assessed on a case-by-case basis.

We strongly recommend reviewing our sample Report to understand exactly what is included before purchasing. If you have questions, contact us before completing your purchase.

2. Digital Goods & Refund Eligibility

StreetSmarts Reports and Comparison Reports are digital information products produced on demand. Each report incurs real data retrieval and processing costs from third-party providers at the time of generation.

Because of this, refunds are not automatically granted. Each refund request is reviewed individually to determine whether the report was generated correctly and the data delivered accurately. We reserve the right to determine whether a refund request constitutes a valid claim.

3. Grounds for a Refund

We will consider issuing a full or partial refund in the following circumstances:

All refund requests are assessed at our sole discretion. We may offer a regenerated report, account credit, or monetary refund depending on the circumstances.

4. Non-Refundable Cases

Refunds will not be issued in the following circumstances:

• The Report was successfully generated with accurate data, and you are dissatisfied with the findings or the area itself
• Limited data availability for a particular area (some sections may have less coverage depending on the location — this is indicated in the report)
• The report content does not meet subjective expectations that differ from our sample report
• Accounts terminated for breach of our Terms & Conditions

5. Credit Bundles

StreetSmarts offers pre-paid credit bundles that allow you to generate multiple Reports at a discounted rate. Bundle credits are subject to the following terms:

• Bundle credits are non-transferable between user accounts
• Credits do not expire, but generated reports are valid for 90 days
• Used credits (applied to generated Reports) are non-refundable
• Unused credits may be considered for a pro-rata refund at our discretion, on a case-by-case basis

To enquire about a refund on unused bundle credits, contact us at platform@streetsmarts.co.za.

6. Agency Credits

Credits allocated to agency accounts are governed by the agency's account agreement. Agency credits are generally non-refundable once allocated.

Exceptions for technical failures (as described in Section 3) apply to agency accounts in the same manner as individual accounts.

Agency account administrators should contact their account manager or platform@streetsmarts.co.za for credit-related queries.

7. How to Request a Refund

To submit a refund request:

• Log in to your StreetSmarts account
• Navigate to Request Refund from your dashboard
• Select the Report or Comparison Report in question
• Provide a clear description of the issue (e.g. generation failure, incorrect data, corrupt report)

Alternatively, you may email us at platform@streetsmarts.co.za with the Report ID or order reference visible in your dashboard.

Please include as much detail as possible so we can assess your request promptly.

8. Processing Timeline

Once we receive your refund request:

• We will acknowledge your request within 2 business days
• We will assess and communicate our decision within 7 business days
• Approved refunds are processed within 7–10 business days to the original payment method
• Credit refunds (where offered) are applied to your account immediately on approval

Processing times may vary depending on your bank or payment provider. We will communicate any delays.

9. Consumer Protection Act

This Refunds Policy is intended to be read in conjunction with the Consumer Protection Act 68 of 2008 (CPA) of South Africa, where applicable.

For digital goods delivered electronically, the CPA's cooling-off period provisions apply to specific sales contexts (e.g. direct marketing). If you believe you have rights under the CPA that are not addressed by this policy, please contact us directly and we will assess your request accordingly.

Nothing in this policy is intended to waive or limit rights that cannot lawfully be waived under South African consumer protection legislation.

10. Contact

For billing, refund, or payment queries: