Altelo Refund Policy

At Altelo, we take pride in delivering a professional, easy-to-use CRM platform that helps businesses manage clients, projects, and operations efficiently. Your satisfaction is our top priority. This Refund Policy outlines the terms and conditions under which refunds may be issued.

Purpose of This Policy

This policy is designed to protect both our clients and our business. It ensures transparency and fairness in how we handle refund requests for services purchased directly from Altelo.

General Refund Terms

Altelo provides access to a fully managed CRM platform with features including client management, invoicing, task tracking, time tracking, and more. Once access to the platform is provisioned and onboarding begins, your purchase is considered active and in use.

Refunds are not automatically granted. However, we may consider refund requests under limited circumstances, as outlined below.

Eligible Refund Scenarios

a) Platform Access Failure

If you are unable to access the Altelo platform due to a verified issue on our side (not caused by your internet, device, or system), and our team cannot resolve the issue within 10 business days, you may be eligible for a full or prorated refund for that billing period.

b) Service Delivery Failure

If a paid service (such as onboarding, account setup, or training) was not delivered as agreed within the specified timeframe — and you have provided us with reasonable opportunity to resolve the issue — a partial or full refund may be offered.

c) Duplicate or Accidental Payment

If a payment was made more than once in error, we will promptly refund the duplicate charge once it is confirmed.

Non-Refundable Situations

Refunds will not be issued in the following cases:

  • Change of mind after account setup or onboarding
  • Lack of use or inactivity on your part after activation
  • Issues caused by third-party services, internet providers, or device limitations
  • Delays in business performance unrelated to the Altelo platform
  • Failure to cancel your plan before a billing cycle renews

How to Request a Refund

To request a refund, contact us at support@altelo.com with the following details:

  • Your business name and registered email address
  • Date of transaction
  • Reason for the refund request
  • Any relevant supporting documentation

Our support team will respond within 3–5 business days and advise whether the refund request has been approved or denied.

  1. Refund Processing

If your refund is approved:

  • It will be processed to the original payment method
  • Refunds typically take 7–10 business days to appear on your statement, depending on your bank or payment provider

Subscription Cancellation

You may cancel your subscription at any time. When you cancel, you will continue to have access to the platform until the end of your current billing cycle. No refunds will be issued for the remaining period unless you meet one of the criteria in Section 3.

Changes to This Policy

Altelo reserves the right to update or amend this Refund Policy at any time. Any changes will be posted on our website and will take effect immediately upon publication.

Questions?

Please reach out to support@altelo.co.za with any questions or concerns about this policy or your account.