Refund and Returns Policy
Overview
At SurvworX Labs, all bookings and subscriptions involve the reservation of limited resources, including survey equipment, lab access, and technical facilities.
Once a booking or subscription is confirmed, those resources are allocated exclusively to the client, which may prevent other users from accessing them.
For this reason, all refunds are governed by structured conditions to ensure fairness and operational sustainability.
Important Pre-Booking Notice
Before confirming any booking or subscription, clients must ensure:
- Project dates are accurate
- Equipment or access requirements are confirmed
- Availability aligns with their schedule
Once confirmed, reservations are locked into the system, and refund eligibility becomes time-dependent.
Equipment Hire – Refund Policy
Refunds for equipment hire bookings are based on how early the cancellation is made relative to the booking start date.
Cancellation Structure
| Cancellation Time | Inconvenience Fee | Refund |
|---|---|---|
| More than 72 hours before booking | 10% | 90% refund |
| 24 – 72 hours before booking | 25% | 75% refund |
| Less than 24 hours before booking | 50% | 50% refund |
| After booking start date | 100% | No refund |
Key Principle
Equipment is removed from availability immediately after booking.
Late cancellations result in lost booking opportunities, which is why fees apply.
Subscription (Lab Access) – Refund Policy
Monthly Subscriptions
Once activated, subscriptions are considered consumed services
Subscriptions grant access to lab facilities, equipment, and software for a fixed period (31 days)
Refund Conditions
- Before activation (unused subscription):
→ Eligible for refund (minus admin/processing fee) - After activation:
→ No refunds will be issued - Partial usage:
→ No prorated refunds
Rationale
Subscriptions provide immediate access to shared resources and capacity within the lab environment.
Returns Policy (Equipment Handling)
Equipment Collection
- Clients must collect equipment within the agreed booking window
- Failure to collect does not qualify for a refund
Equipment Returns
- Equipment must be returned within agreed timeframes
- Late returns may result in:
- Additional daily charges
- Penalties applied to the account
Condition of Equipment
Clients are fully responsible for equipment during the booking period.
If equipment is:
- Damaged
- Lost
- Mishandled
The client will be required to:
- Pay for repairs or
- Cover full replacement cost
Failure to comply may result in suspension or legal recovery.
Cancellation Process
All cancellations must be completed through the platform:
- Log into your account
- Navigate to bookings
- Select “Cancel Booking”
- System calculates:
- Applicable fee
- Refund amount
- Confirm cancellation
Refunds are processed after confirmation.
Non-Refundable Situations
Refunds will not be issued under the following conditions:
- Cancellation after booking start date
- Failure to collect booked equipment
- Partial use of subscription services
- Violation of operational rules or misuse of equipment
- Suspension due to misconduct
Refund Processing
Refunds are processed using the original payment method Processing time may vary depending on payment provider Clients will receive confirmation once the refund is completed
Policy Acceptance
By booking equipment or subscribing to SurvworX Labs, the client confirms that they:
- Understand resource allocation limitations
- Accept the cancellation and refund structure
- Agree to all charges and conditions outlined in this policy
Contact for Refund Queries
For any questions regarding refunds or cancellations:
SurvworX Labs Support
Email: info@survworxlabs.co.za
Phone: +260950494146