Refunds & Cancellation Policy
1. What this policy covers
This policy explains when a Solace Cloud Mining contract can be cancelled and when money is refunded. It supplements the Terms & Conditions and applies to every purchase made through scloudmining.co.za. Nothing in it limits any right you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002 — where the law gives you more than this policy does, the law wins.
2. Before payment — reservations cost nothing
Choosing a budget and term on the calculator reserves hash rate capacity for 30 minutes while you pay. An unpaid reservation can be abandoned at any time at no charge, and expires automatically if payment is not completed — the capacity is simply released for other customers. No money has changed hands, so there is nothing to refund.
3. After payment — the cooling-off period
You may cancel an activated contract within 7 days of payment, for any reason. We will refund the full purchase price, less the value of any Bitcoin already credited to your account balance for days the contract has run (those credits are reversed when the contract is cancelled). The refund is paid in Rand to the payment method you paid with, via our payment provider, within 30 days of your cancellation notice.
To cancel, email support@scloudmining.co.za from your account email address within the cooling-off period, identifying the contract. The date your email reaches us is the date that counts.
4. After the cooling-off period
Once 7 days have passed, the contract's hash rate allocation is committed for its full term and the purchase price is no longer refundable, except where South African consumer protection law requires it or at our discretion in exceptional circumstances (for example, serious illness or bereavement — ask us). This is because your allocation is backed by physical mining capacity we commit to your contract and withhold from sale to anyone else for the entire term.
Cancelling an account does not end active contracts early — they run to term, and the Bitcoin they earn remains yours to withdraw subject to the Terms & Conditions.
5. Refunds we initiate
Some refunds do not need to be asked for. We refund the full purchase price, without deduction, where:
- your payment is confirmed after your capacity reservation has expired and the capacity is no longer available, so the contract never activates;
- a force majeure event means a paid reservation can never activate (see Terms & Conditions §14); or
- we cancel a contract for a reason that is not a breach of the Terms by you.
In each case we contact you, and the refund is processed to the original payment method within 30 days.
6. Payment disputes and chargebacks
If you dispute a payment through your bank or our payment provider, we cooperate fully with the provider's dispute-resolution procedures and supply the transaction records they reasonably require. Raising a dispute with us directly first (Section 7) is usually faster — most issues are resolved without a formal chargeback.
7. How to ask, and how long we take
Send refund and cancellation requests to support@scloudmining.co.za from your account email, or call 012 004 8717 during business hours. We acknowledge requests within 5 business days and resolve them within 20 business days. If you are not satisfied with the outcome, you may escalate to legal@scloudmining.co.za or refer the matter to an applicable ombud or regulator — see Terms & Conditions §16.