Legal
Cancellation and refunds
This policy applies to fixed-price services bought on genbotix.co.za from GenBotix Marketing (Pty) Ltd, trading as AlphaPanga. "Business day" means Monday to Friday, except South African public holidays. Days and times are South African time. The version of this policy that you accepted at checkout applies to your order (Terms of service, clause 2).
1. Your 7-day cooling-off right. If you are an individual (not a company or other organisation), you may cancel your order within 7 days after the day the agreement is made, as Terms of service clause 2 defines it (usually the date on your Yoco receipt; if you paid by EFT, the date your full payment reached our bank account; if you confirmed an earlier version of your order in writing, the date your confirmation reached us; our order confirmation states that date. For example, for an agreement made on 1 March, until midnight on 8 March), without giving a reason and without any charge. We refund you in full.
2. If you ask us to start straight away. At checkout you may tick "Start my order now". If you tick it and we actually start work on your order within those 7 days, the 7-day cooling-off right in clause 1 no longer applies to that order. If you do not tick it, we do not start until the 7 days have passed (Terms of service, clause 14), so your cooling-off right stays whole.
3. Orders that came from our direct marketing. This clause applies if your order came about because we approached you to sell to you, for example by phone, message or visit.
- Within 5 business days after the agreement was made. You may cancel without reason or penalty within 5 business days after the agreement was made, whether or not clause 1 applies and whether or not you asked us to start straight away. Tell us in writing (an e-mail is fine) or in another way that is recorded.
- Within 5 business days after we deliver. You may also cancel without reason or penalty within 5 business days after we deliver, on the same terms, whether or not clause 1 applies and whether or not you asked us to start straight away. Together, these two periods give you at least the right that section 16 of the Consumer Protection Act gives for direct marketing.
In both cases we refund you in full.
4. If we are late, or cannot do the work. If we have not delivered by the delivery date (Terms of service, clause 14), you may cancel straight away by telling us, and we refund you in full. You do not have to wait or give us extra time. If we find that we cannot provide the service at all, we tell you as soon as we know and refund you in full.
4A. Cancelling at any other time before delivery. You may cancel any order at any time before we deliver it, even if clauses 1 to 4 do not apply. If we have not started work, we refund you in full. If we have started, we refund the price less a fair amount for the work already done, which we explain to you in writing; it is never more than is reasonable for the work done and the notice you gave us. We keep nothing back if you cancel because of the death or hospitalisation of the person the order was for.
4B. If our website did not give you the required information. If, before you ordered, our website did not give you the information the law requires or the chance to review your order, correct mistakes and withdraw before paying, you may cancel within 14 days after receiving the service. You must then stop using what we delivered, and we refund you in full.
5. If the service is not up to standard. Tell us. You choose whether we fix it or refund a reasonable part of the price, considering how far we fell short (Terms of service, clause 6).
6. How to cancel. E-mail hello@genbotix.co.za or call or WhatsApp +27 76 268 0017, giving your order number. A cancellation counts from the moment it reaches us (the time our e-mail server or WhatsApp receives it, or the time of your call), even if we read it later. We confirm it by e-mail.
7. How and when we refund.
- When. We send every refund within 10 business days after it falls due. If you cancel under clause 3, we return your money within 15 business days after your notice of cancellation reaches us (or, if goods were delivered, after we receive them back from you). This applies however the refund is paid, including by EFT after a failed card refund. To keep to this, we check before the 15 business days end that a card refund has reached you and, if it has not, we pay you by EFT within those 15 business days without waiting for the periods in the next points.
- 30-day outer limit. If you cancel under clause 1, 4 or 4B, your money is returned within 30 days after your cancellation reaches us. If we tell you that we cannot provide the service (clause 4, or Terms of service clause 3), your money is returned within 30 days after we tell you, and you do not need to cancel. This applies however the refund is paid, including by EFT after a failed or missing card refund. To keep to this, we check before that date that a card refund has reached you and, if it has not, we pay you by EFT within the 30 days without waiting for the 10-business-day period in the next points.
- How. Card payments are refunded through Yoco to the card you paid with. When the money shows on your statement depends on your bank. If you paid by EFT, we refund to the account you paid from.
- If a card refund fails or does not arrive. If Yoco tells us that a card refund failed or was returned, or if it has not reached you within 10 business days after we sent it and you tell us, we contact you and pay you by EFT within 5 business days after you have confirmed your bank account, and always within the 15-business-day or 30-day limit above where it applies.
- Keeping your refund safe. Before we pay any refund by EFT, we check that the bank account is in the name of the person who paid, either through the bank or by calling you back on the phone number on your order. We never change refund bank details because of an e-mail or message alone.
- If you also dispute the payment with your bank. Tell us. A dispute does not delay a refund that is due to you: we work with Yoco so that you get your money back once, within the time above. We never ask you to pay anything back because of our own error.
- Charged twice for the same order. Each order has its own order number. If your card was charged more than once for the same order number, we refund every extra charge in full, within the time above, as soon as we find it or you tell us. Two orders with different order numbers are two purchases. If you placed one by mistake, tell us: if we have not started it, we cancel it and refund it in full; otherwise clauses 1 to 4B apply.
- No fees. We charge no fee for a refund. The only amount we ever keep back on a cancellation is the fair amount for work already done under clause 4A.
8. Your other rights. This policy does not reduce any right you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.
Version 6 · Last updated: 24 October 2026