Payments, Billing, Refunds & Chargebacks Policy

1Introduction & Scope

This policy explains how payment, billing, refunds and chargebacks work across every payment method accepted on the HmperCo Platform, for Individual, Business, Stokvel and Split & Sell ("SnS") customers.

2Legal Framework

• National Payment System Act 78 of 1998 — governs the payment clearing and settlement infrastructure that underlies electronic payments processed on the Platform, overseen by the South African Reserve Bank ("SARB") and the Payments Association of South Africa ("PASA").
• Financial Intelligence Centre Act 38 of 2001 ("FICA") — HmperCo and its payment service provider apply customer due diligence and transaction-monitoring obligations to detect and report money laundering and terrorist financing.
• Consumer Protection Act 68 of 2008 ("CPA") — governs fair pricing, disclosure, and the correction of pricing errors (see clause 5.2 of the Master Terms).
• Value-Added Tax Act 89 of 1991 — governs VAT charged on Orders and the tax invoices HmperCo issues where required.
• Electronic Communications and Transactions Act 25 of 2002 ("ECTA") — governs the validity of electronic payment instructions and records.
• National Credit Act 34 of 2005 — applies only to the extent HmperCo or a third party offers credit facilities in connection with a purchase (for example, a third-party "buy now, pay later" provider integrated at checkout); HmperCo itself does not extend consumer credit.

3Accepted Payment Methods

3.1 HmperCo accepts payment via the following methods, displayed at checkout:

3.2 Pay on Delivery (cash-on-delivery). HmperCo offers a Pay on Delivery option, capped at a maximum Order value of R499.99 for first-time buyers. This option is subject to additional terms and conditions disclosed to you at checkout where Pay on Delivery is selected, including verification requirements and any applicable handling fee. HmperCo may decline to offer Pay on Delivery on a specific Order at its discretion, including where the delivery address falls outside an eligible zone or where fraud is suspected.

4Payment Authorisation

4.1 Your Order is only accepted once payment has been successfully authorised by your bank or payment provider, as described in clause 5.4 of the Master Terms.

4.2 For card payments, HmperCo's payment service provider may perform a temporary authorisation hold on your account, which is released automatically if the Order is not subsequently accepted.

5Declined, Pending & Duplicate Payments

1. Declined payments are not processed as Orders; you will be notified at checkout and may retry with the same or a different payment method.
2. Pending payments that do not clear within a reasonable time will result in the Order being cancelled and any hold released; contact your bank if a hold persists beyond 10 business days.
3. Duplicate payments arising from a technical error (for example, a double-submitted checkout) will be identified and refunded by HmperCo within 5 business days of being reported to info@hmperco.co.za; please provide your bank statement reference if requested.

6Invoices, Receipts & Tax

6.1 A tax invoice or receipt is issued electronically for every completed Order and is accessible in your Account order history.

6.2 Prices displayed are inclusive of VAT at the applicable statutory rate, unless clearly stated otherwise (for example, for zero-rated items where applicable under the VAT Act). Business customers requiring a VAT number reflected on their invoice must ensure this is captured accurately in their Business Account.

7Refunds

7.1 Approved refunds (whether for returns, cancellations, pricing corrections, or unavailable stock) are processed to your original payment method within 5–10 business days of approval, depending on your bank's processing times, save where a Voucher/store-credit refund applies under the Vouchers & Gift Vouchers Policy.

7.2 Where your original payment method is no longer valid (for example, an expired card), HmperCo will contact you to arrange an alternative refund method.

8Chargebacks & Disputed Payments

8.1 If you dispute a transaction directly with your bank or card issuer (a "chargeback") without first contacting HmperCo, HmperCo may suspend your Account pending resolution and will provide evidence of the transaction, delivery, and any communication to the payment service provider and card scheme as part of the chargeback process.

8.2 We encourage you to contact info@hmperco.co.za before initiating a chargeback, so that a genuine issue can usually be resolved faster directly with HmperCo.

8.3 Repeated illegitimate chargebacks (for goods validly received and not defective) may be treated as payment fraud under clause 11 and the Fraud, Abuse, Account Security & Responsible Disclosure Policy.

9Business, Bulk & Recurring Payments

9.1 Business Accounts approved for invoicing terms must settle invoices within the payment terms agreed at account activation; late payment may result in account suspension until settlement.

9.2 Stokvel contribution payments and SnS subscription/fulfilment fees are processed under the additional terms of the Stokvel Legal Framework and the Split & Sell Terms, including treatment of missed or failed recurring payments.

10Payment Security

HmperCo's payment service provider maintains PCI-DSS-compliant infrastructure for processing card payments. HmperCo applies reasonable technical and organisational safeguards, consistent with POPIA, to protect payment-related personal information it does hold (such as billing name and address).

11Fraud & Unauthorised Transactions

If you believe a payment was made on your Account without your authorisation, contact info@hmperco.co.za immediately. HmperCo will investigate, may place the Account on hold pending investigation, and will cooperate with law enforcement and the payment service provider where unauthorised use is confirmed, in accordance with the Fraud, Abuse, Account Security & Responsible Disclosure Policy.

12Contact Details