Effective date: 1 January 2026
Last updated: 27 August 2026

1. About this Policy

This Refund and Cancellation Policy applies to products and services supplied by:

Divblox (Pty) Ltd
Registration number: 2021/927569/07
Divblox supplies the Divblox software product, licences, subscriptions, hosted environments, support plans, and product-related add-ons.

Stratusolve (Pty) Ltd
Registration number: 2014/176066/07
Stratusolve supplies professional services, including custom software development, implementation, configuration, migration, integration, consulting, and training.

Both companies operate from:

39 Sovereign Drive
Route 21 Corporate Park
Irene, 0178
South Africa

In this Policy:

• “Divblox” means Divblox (Pty) Ltd;
• “Stratusolve” means Stratusolve (Pty) Ltd;
• “we”, “us” or “our” means the company identified as the supplier on the relevant quotation, Order Form, invoice, or statement of work; and
• “you” or “customer” means the person or organisation purchasing the applicable product or service.

This Policy forms part of the applicable terms of use, Order Form, quotation, statement of work, or other written agreement.

If a specific written agreement contains different cancellation or refund terms, that agreement will apply to the extent permitted by law.

Nothing in this Policy limits any rights or remedies available under applicable law, including the South African Consumer Protection Act, 2008.

2. Separate suppliers and agreements

Divblox and Stratusolve provide different offerings:

• Divblox supplies the Divblox software product, subscriptions, licences, hosted deployment environments, product support, and add-ons.
• Stratusolve supplies professional services relating to software development, implementation, migration, integration, consulting, and training.

The relevant quotation, Order Form, invoice, or statement of work will identify which company is supplying the product or service and receiving payment.

Cancelling a Divblox subscription does not automatically cancel a Stratusolve professional-services engagement. Cancelling professional services supplied by Stratusolve does not automatically cancel a Divblox subscription.

A cancellation request must identify each product or service that the customer wishes to cancel.

3. Divblox subscriptions

Divblox subscriptions may be billed monthly or annually in advance, as stated during checkout or in the applicable Order Form.

Subscriptions automatically renew for the same billing period unless cancelled before the next renewal charge.

The applicable price, billing period, taxes, and renewal date will be disclosed when the subscription is purchased.

You remain responsible for usage-based charges and approved third-party costs incurred before cancellation takes effect, even if those amounts are invoiced afterwards.

4. Cancelling a monthly Divblox subscription

You may cancel a monthly subscription at any time through the available account or billing settings, or by sending a recorded written request to support@divblox.com.

Unless applicable law requires otherwise:

• cancellation takes effect at the end of the billing period already paid for;
• you may continue using the paid product until that date;
• no further subscription fee will be charged; and
• fees paid for the current billing period will not be refunded or prorated.

To avoid the next renewal charge, your cancellation request must be submitted before that payment is processed.

5. Cancelling an annual Divblox subscription

You may prevent an annual subscription from renewing by cancelling it before the next renewal charge.

Unless otherwise stated in your Order Form, you may continue using the product until the end of the paid annual term.

Annual fees paid in advance are ordinarily non-refundable when a customer cancels for convenience during the subscription term.

Where section 14 of the Consumer Protection Act applies to a fixed-term agreement, you may cancel by giving Divblox at least 20 business days’ notice in writing or another recorded form.

You will remain responsible for:

• amounts owed up to the effective cancellation date;
• products and services already supplied;
• non-recoverable third-party costs incurred for your account; and
• any reasonable cancellation charge permitted by law.

Divblox will refund or credit any balance that remains yours after these amounts have been deducted.

Any cancellation charge will be reasonable and will take account of the circumstances, including:

• the notice given;
• products and services already supplied;
• the remaining term of the agreement;
• benefits or discounts granted because the customer selected a fixed term;
• costs already incurred; and
• costs that Divblox can reasonably avoid.

6. Free trials and promotional periods

If a free trial does not require payment details, access will end or revert to a free plan when the trial expires.

If payment details are required, the price and billing commencement date will be disclosed before the trial starts.

You must cancel before the disclosed billing date if you do not wish to continue with a paid subscription.

Except where required by law, failing to cancel before the disclosed billing date does not by itself qualify the resulting subscription charge for a refund.

Promotional credits, free service periods, and vouchers have no cash value and cannot be refunded or transferred unless expressly stated otherwise.

7. Stratusolve professional services

Professional services supplied by Stratusolve are governed primarily by the applicable quotation, proposal, Order Form, or statement of work.

Unless that document states otherwise:

• completed and accepted milestones are non-refundable;
• time already worked is payable at the agreed rate;
• committed personnel, licences, infrastructure, and non-recoverable third-party costs remain payable;
• deposits may be retained only to the extent reasonably necessary to cover work performed, capacity reserved, and costs incurred; and
• any remaining prepaid amount for work that will not be performed will be refunded.

A customer wishing to cancel professional services must provide recorded written notice to info@stratusolve.com.

Stratusolve will stop further work as soon as reasonably practicable and provide a final account showing:

• work completed up to the cancellation date;
• committed or non-recoverable costs;
• outstanding amounts payable; and
• any prepaid balance refundable to the customer.

Where practical, Stratusolve will provide the customer with work product for which payment has been received, subject to the applicable agreement and intellectual-property terms.

8. When a refund may be provided

Divblox or Stratusolve, as applicable, may provide a full or partial refund where:

• you were charged more than once for the same product or service;
• the amount charged differs from the amount you authorised;
• you were charged after a cancellation had already taken effect;
• the responsible supplier cannot provide a paid product or service and cannot remedy the failure within a reasonable time;
• a paid product or service materially fails to meet an agreed specification and the failure cannot reasonably be corrected;
• the responsible supplier terminates a prepaid product or service for convenience and not because of your breach; or
• a refund is required by applicable law.

The responsible supplier may first investigate and attempt to remedy a reported problem.

If the problem cannot be remedied within a reasonable time, any refund or credit will reflect the extent and duration of the failure.

Scheduled maintenance, short interruptions, beta functionality, free services, customer configuration errors, and outages caused by infrastructure outside the responsible supplier’s reasonable control will not ordinarily qualify for a refund.

This does not exclude any right or remedy that cannot lawfully be excluded.

9. When refunds are ordinarily not provided

Except where required by law or expressly agreed in writing, refunds are not provided for:

• unused time in a monthly billing period;
• unused time on an annual subscription cancelled for convenience;
• failure to use an active account or allocated professional-services capacity;
• a change of mind after a product or service has been supplied;
• failure to cancel before a renewal date;
• incompatibility caused by an unsupported or customer-controlled environment;
• problems caused by customer code, data, configuration, integrations, or security settings;
• suspension or termination resulting from non-payment, material breach, unlawful activity, or misuse;
• free, trial, beta, preview, or promotional products;
• completed and accepted professional-services milestones;
• purchased support hours or professional-services capacity reserved and made available;
• foreign-exchange differences or fees charged independently by a bank or payment provider; or
• third-party services already purchased, consumed, provisioned, or committed for your account.

10. Hosting, deployments, and third-party services

Cancelling a Divblox subscription does not necessarily cancel separate hosting, cloud infrastructure, domain, messaging, payment-processing, database, or other third-party services.

You are responsible for cancelling third-party services held directly in your name.

Where Divblox or Stratusolve procures a third-party service on your behalf, you remain responsible for:

• usage incurred before deprovisioning is completed;
• any notice period imposed by the third-party provider;
• non-cancellable commitments;
• services already consumed or reserved; and
• reasonable deprovisioning or data-transfer costs disclosed to you.

Any recoverable prepaid third-party amount will be credited or refunded after the third-party provider confirms the applicable credit.

11. Cooling-off and statutory rights

Where applicable law grants you a cooling-off or cancellation right, the responsible supplier will honour that right within the legally prescribed period.

If you expressly ask for a digital product or professional service to be supplied immediately, this may affect a statutory cooling-off right to the extent permitted by law.

Business customers and other juristic persons may not have all the same statutory cancellation rights as individual consumers. Their rights will generally be determined by the applicable agreement and applicable law.

12. Submitting a Divblox request

Divblox product support, subscription cancellations, refund requests, billing queries, and invoice enquiries may be submitted through:

• the cancellation or support function in your Divblox account, where available; or
• an email to support@divblox.com.

Please include:

• the account holder’s name and organisation;
• the relevant account, project, invoice, or Order Form number;
• the product or subscription concerned;
• the requested cancellation date;
• the reason for any refund request; and
• supporting information such as an invoice or payment confirmation.

13. Submitting a Stratusolve request

Stratusolve professional-services cancellations, refund requests, billing queries, and accounts enquiries must be submitted to info@stratusolve.com.

Please include:

• the customer’s name and organisation;
• the relevant project, quotation, invoice, Order Form, or statement of work number;
• the professional service concerned;
• the requested cancellation date;
• the reason for any refund request; and
• supporting information relevant to the request.

14. Recording and confirming requests

An electronic cancellation or refund request is recorded from the time it is received by the relevant designated system.

The responsible supplier will confirm the request and explain:

• when cancellation will take effect;
• whether access or services will continue during a notice period;
• any final charges payable;
• any applicable cancellation charge; and
• any credit or refund due.

Billing errors should preferably be reported within 30 days after the relevant charge so they can be investigated promptly.

This reporting period does not remove any right that cannot legally be limited.

15. Refund processing

Approved refunds will ordinarily be initiated by the company that received the original payment within 10 business days after approval.

Refunds will be returned using the original payment method where reasonably possible.

A bank or payment provider may require additional time to reflect the refund. Divblox and Stratusolve are not responsible for processing delays caused by the customer’s bank or payment provider.

Refunds will include applicable tax originally charged to the extent required by law.

Promotional credits will ordinarily be restored as credits rather than paid in cash.

16. Effect of cancellation on Divblox projects and data

When a Divblox product subscription ends:

• access to paid functionality and hosted environments may stop;
• projects may be downgraded, suspended, archived, or scheduled for deletion;
• running deployments and integrations may stop operating; and
• data may be deleted in accordance with the applicable agreement and Privacy Policy.

You should export your code and data before cancellation takes effect.

Unless immediate deletion is required for security, legal, or technical reasons, Divblox will ordinarily allow up to 30 calendar days after termination for a customer to request a reasonable data export.

This does not apply where:

• a different retention period is stated in the applicable agreement;
• the customer has already requested deletion;
• retention would be unlawful or create a security risk; or
• Divblox does not control the relevant data.

Restoring an archived environment or preparing a non-standard export may attract a reasonable fee. The fee will be disclosed before the work begins.

17. Effect of cancelling Stratusolve professional services

When a Stratusolve professional-services engagement ends:

• work will stop as soon as reasonably practicable;
• access granted specifically for the engagement may be withdrawn;
• outstanding approved work and costs will be invoiced;
• customer property and credentials will be returned or handled in accordance with the applicable agreement; and
• completed work product will be delivered to the extent required by the applicable agreement and subject to payment of amounts due.

The customer remains responsible for securing its systems, rotating credentials, and arranging any necessary handover or transition assistance.

Transition or handover work requested after cancellation may be charged at the agreed or then-applicable professional-services rates.

18. Suspension or termination by Divblox or Stratusolve

The responsible supplier may suspend or terminate a product or service in accordance with the applicable agreement, including for:

• non-payment;
• material breach;
• unlawful activity;
• misuse of a product or service;
• a material security risk; or
• conduct that may harm the supplier, its systems, or other customers.

If a supplier terminates a prepaid product or service for convenience, it will refund the unused prepaid portion unless another remedy has been agreed.

Where termination results from the customer’s breach, refunds will not ordinarily be provided. The customer remains responsible for charges and costs incurred up to termination.

This is subject to applicable law and the return of any amount that legally remains the customer’s property.

19. Contact details

Divblox product, support, and billing enquiries

Divblox (Pty) Ltd
Registration number: 2021/927569/07
39 Sovereign Drive
Route 21 Corporate Park
Irene, 0178
South Africa

Product support, subscription cancellations, refunds, billing, and invoice enquiries: support@divblox.com

Stratusolve professional-services enquiries

Stratusolve (Pty) Ltd
Registration number: 2014/176066/07
39 Sovereign Drive
Route 21 Corporate Park
Irene, 0178
South Africa

Professional services, cancellations, refunds, billing, and accounts enquiries: info@stratusolve.com