Refund & Cancellation Policy

This policy explains when you can cancel an order with REMOLUHLE (PTY) Ltd., trading as Omeru, and what happens to your money. It applies to every bot ordered through omeru.io, however you paid.

The dividing line is simple: has work on your bot started? Before it has, your money is yours. After it has, you are paying for something built specifically for your business that cannot be resold to anyone else.

Every published template has a live demo you can use as much as you like without paying or creating an account. You only pay when you decide you want a bot built for your business, so there is no trial charge and nothing to cancel at that stage.

After you pay there is a window before any build work begins. During it, you may cancel for any reason and receive 100% of what you paid. That window covers the period between your payment clearing and the moment we send you the suggested bot experience for your approval.

You are inside this window if any of the following is true:

• You have paid but not yet sent us a brief.
• You have sent a brief but we have not yet sent back a suggested bot experience.
• We have sent a suggested experience and you have not yet approved it.

Email us and say you want to cancel. No reason is required and we will not try to talk you out of it.

When you approve the suggested bot experience, we begin building against it. From that point the payment is non-refundable, because what we produce is made to your specification and has no value to any other customer.

This is not a licence for us to deliver badly. If the delivered bot does not do what the approved experience says it does, that is our problem to fix, at no cost to you, and we will keep working until it matches. What is excluded is a change of mind, a change in your business circumstances, or a decision not to launch.

Orders that go quiet

If you pay but never send a brief, or stop responding before approving an experience, we will follow up. If an order is still unanswered 60 days after payment we may close it. You can ask for a refund at any point before we close it, because work has not started.

Section 44 of the Electronic Communications and Transactions Act 25 of 2002 gives consumers a 7-day cooling-off right on many electronic transactions. Section 42(2) excludes certain transactions from that right, including goods made to a consumer’s specifications and clearly personalised to them.

A custom bot built from your approved brief falls within that exclusion, which is why the rule above exists. We are telling you this plainly rather than relying on you not knowing it. Before you approve an experience, no work is personalised to you and you can cancel freely — which gives you a genuine window that is in practice longer than seven days.

Nothing in this policy limits rights you have under the Consumer Protection Act 68 of 2008 or any other law that cannot lawfully be excluded, including your right to goods and services of a reasonable quality.

We refund you in full, at any stage, if we cancel your order — for example if we cannot deliver what you asked for, if we decline the work, or if we are unable to continue trading. A full refund also applies where we cannot build the bot because of something outside your control, such as Meta declining to approve the WhatsApp Business account.

If we suspend an order because of a breach of our Terms & Conditions — unlawful use, a reversed payment, or a fraudulent one — refunds are at our discretion and may be withheld.

Email hello@omeru.io from the address or WhatsApp number you ordered with, and include:

• Your order reference, or the date and amount paid.
• How you paid — Ozow or crypto.
• For crypto: the transaction hash, and the wallet address you want the refund sent to.
• For Ozow: we refund to the account the payment came from, so no bank details are needed.

We acknowledge every request within 2 business days and, where the refund is due, process it within 10 business days of approving it. How long the money then takes to reach you depends on your bank or the network, not on us.

Refunds go back by the route the payment arrived. We do not pay refunds in cash, in store credit, or to a third party’s account.

• Ozow / instant EFT. Refunded by EFT to the South African bank account the payment came from.
• Crypto. Refunded in the same cryptocurrency, to a wallet address you nominate — see below.

Blockchain transactions are irreversible. We cannot recall a payment you have sent, and neither can the network — a refund is a new transaction we send back to you.

• We refund the same amount of cryptocurrency we received, not its Rand value on the day you ask. Crypto prices move; you carry that movement in both directions.
• The network fee for sending the refund is deducted from the amount returned.
• We send to the wallet address you give us in writing. Check it carefully — a refund sent to an address you supplied incorrectly cannot be recovered by us or by anyone else.
• If you paid the wrong amount or to the wrong address, tell us immediately. We will help where we can, but we cannot promise recovery.

If a payment fails, is declined, or is cancelled at the bank, no order is created and there is nothing to refund — any amount reserved by your bank is released by them.

If you are charged twice for the same order, tell us and we will refund the duplicate in full, by the route it came in. This is not treated as a cancellation and the rules above about work having started do not apply to it.

If you believe a charge is wrong, contact us before raising a dispute with your bank. We can usually resolve it faster, and a chargeback on a delivered custom build is a dispute we will defend with the brief and the approval record.

If we cannot resolve it between us, you keep every right you have under South African law, including a complaint to the National Consumer Commission. We will cooperate with any legitimate investigation by your bank, by Ozow, or by a regulator.

See also our Terms & Conditions and Privacy Policy.