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Our Policies & Returns

This page outlines Whale Coast IT Solutions' General Terms and Conditions, Warranty Information, and Returns Policy. It provides essential details on our terms of service, product warranties, and the process for returns and refunds. Please review these policies for a clear understanding of your rights and responsibilities when using our services.

General Terms and Conditions

These terms and conditions constitute the entire agreement between you and Whale Coast IT Solutions regarding your purchase and the use of our services.
 

  • If any provision of these terms is deemed unenforceable or invalid, that provision shall be enforced to the maximum extent permitted by applicable law. Such a determination will not affect the validity and enforce-ability of the remaining provisions.

  • New products are delivered directly from manufacturers in sealed packaging.

  • Whale Coast IT Solutions reserves the right to withhold technical support for any reason.

  • Whale Coast IT Solutions reserves the right to withhold services and products in the event of a payment dispute.

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Purchasing Terms:

  • A sale is not considered concluded until full payment has been received in full and cleared by our bank.

  • In the event of stock unavailability, Whale Coast IT Solutions reserves the right to either fulfill the order with a comparable product of equal value or refund the purchase amount.

  • All pricing and specifications are subject to change without prior notice. The applicable exchange rate will apply. Errors and omissions excepted (E&OE).
     

Product Delivery:

  • The full balance must be reflected in our bank account before any orders are processed or dispatched.

  • The standard lead time for deliveries is 3 to 5 business days, unless otherwise specified.

  • Whale Coast IT Solutions is not responsible for delays in delivery resulting from unforeseen circumstances or external factors, such as strikes, riots, looting, or Covid-19-related issues.

  • Whale Coast IT Solutions ensures that orders are in good condition upon receipt.

  • If the client uses a third-party courier to ship the product from our premises, the client assumes all risk and costs associated with the shipping. Courier fees are the responsibility of the client.

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Transfer of Ownership and Responsibility:

  • The full balance must be reflected in our bank account before ownership of the product will be transferred.

  • Ownership of the product will be transferred to the client upon collection at Whale Coast IT Solutions, with the client signing a receipt confirming collection.

  • The client is required to confirm that the product received is in working condition and free from any damages before the transfer of ownership can be completed. This confirmation is necessary prior to finalizing the ownership process. 

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General Terms Of Warranty

Limited Warranty: Except as expressly stated in this warranty, Whale Coast IT Solutions makes no other warranties, either express or implied, including but not limited to any implied warranties of merchant-ability or fitness for a particular purpose. Whale Coast IT Solutions expressly disclaims any warranties not stated within these terms.
 
Warranty Period: The warranty term commences on the date of the invoice and remains valid for the period applicable to the specific product purchased.
 
Product Operation: Whale Coast IT Solutions does not guarantee that the operation of the product will be uninterrupted or error-free. It is the sole responsibility of the customer to ensure the regular servicing and backup of the product and its data. Whale Coast IT Solutions will not be liable for any loss or damage that arises.
 
Exclusions: The warranty does not apply to expendable parts and is void if the product's serial number has been removed or altered.
 
Damage or Defects: The warranty does not cover products that have been damaged or rendered defective due to:
(a) Accidents, misuse, abuse, or external causes such as electrical power issues
(b) Use outside the manufacturer’s specified parameters
(c) Service or modifications performed by unauthorized personnel
(d) Claims of damage upon arrival, not submitted within 2 days of receipt
Software: The warranty does not cover software, including:
(a) Operating system software, whether pre-loaded or not
(b) Application software, whether pre-loaded or not.
 
Warranty Claims: To make a warranty claim, the original invoice must be provided. Please note that warranties are non-transferable. 
 
Shipping and Packaging: If you are shipping the product to Whale Coast IT Solutions, ensure it is securely packaged in its original packaging or an equivalent, including all original accessories (such as chargers and power cables). Shipping costs are the responsibility of the customer, and the customer assumes the risk of loss or damage during transit.
 
Data and Software Disclaimer: Whale Coast IT Solutions assumes no liability for any lost data or software. Customers are required to back up all data on hard drives and other storage devices before sending the product for warranty service. All removable media, such as diskettes, CDs, PC cards, and adapters, must be removed from the product prior to shipment.
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Product Warranty
Manufacturer’s Warranty: The warranty for each product is determined by the respective manufacturer and is maintained as per their terms.
 
Claiming Warranty: Warranty claims may be made directly with the manufacturer, through an accredited agent, or via Whale Coast IT Solutions.
 
Whale Coast IT Solutions as Intermediary: Should you prefer Whale Coast IT Solutions to handle the warranty claim on your behalf, the product must be returned and booked in with Whale Coast IT Solutions.
 
Manufacturer Terms: The terms and conditions of coverage for the warranty are governed by the relevant manufacturer’s policies.

Returns & Refund Policy

Return Policy:

  1. All return requests must be submitted in writing to Whale Coast IT Solutions within seven (7) days from the invoice date.

  2. Products are subject to assessment and must receive approval before a refund is processed.

  3. All returned products must be in their original packaging or an equivalent, along with all original accessories (e.g., chargers, display cables, power cables, etc.).

  4. Products with serial numbers removed or altered in any manner are not eligible for a refund.

  5. Products that exhibit any signs of tampering, damage, or have been opened will not be refunded.

  6. Products that show any form of damage will not be eligible for a refund.

  7. Whale Coast IT Solutions Management retains the right to approve or deny all return requests.

  8. Products Damaged Upon Arrival/Receipt/Delivery: The client is required to confirm that the product received is in working condition and free from any damages before the transfer of ownership can be completed. This confirmation is necessary prior to finalizing the ownership process. Any claims of damage upon arrival, receipt, or delivery will be considered void once this confirmation has been made. Any subsequent claims for defects or other issues will be processed in accordance with the General Terms of Warranty.

 

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Refund Policy:

  1. Refunds may take up to seven (7) days to process.

  2. Special request orders that are cancelled by the client after fulfillment will be refunded, less a handling fee of R280.00 (inclusive of VAT).

  3. Courier fees are the responsibility of the client and will not be refunded.

  4. In the event of a return, the client is responsible for the cost of returning the products.

  5. Products must be received by Whale Coast IT Solutions for assessment and approval before a refund can be issued.

  6. Whale Coast IT Solutions Management reserves the right to approve or deny all refund requests.

     

Privacy Policy

Last updated: [03/06/2025]

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At Whale Coast IT Solutions, your privacy is important to us. This Privacy Policy explains how we collect, use, store, and protect your personal information when you interact with our website, contact us, or use our services.

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1. Who We Are

Whale Coast IT Solutions is based at:
37 Schneider Street, Sandbaai, Hermanus, Western Cape, 7200, South Africa
You can reach us at: operations@wcconline.co.za
 

2. What Information We Collect

We collect the following personal information when you submit a contact or quote request form:

  • Name and Surname

  • Contact Number

  • Email Address

We do not collect ID numbers or financial details via our website
 

3. How We Collect Your Data

We collect your data directly through:

  • Website contact forms

  • Quote request forms

  • Our business WhatsApp link (voluntary use)

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4. Why We Collect Your Data

Your information is used to:

  • Create a client profile in our ticketing system (Freshdesk)

  • Log job cards and service requests

  • Communicate with you regarding services, updates, or support

  • Generate invoices and manage billing through our accounting software (IQ Retail)

You may request for your data to be deleted at any time.

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5. Data Sharing and Third Parties

We do not sell your personal data. We may share your information only with trusted third-party service providers where necessary:

  • Freshdesk / Helpdesk – to manage service tickets

  • GoDaddy – our website hosting provider

  • IQ Retail – for invoicing and financial record-keeping

  • Google Maps – embedded on our site (see section below)

These providers are bound by their own privacy and data protection policies.

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6. Your Rights

Under the Protection of Personal Information Act (POPIA) and other applicable laws, you have the right to:

  • Access the personal information we hold about you

  • Correct or update your information

  • Request deletion of your data at any time

To exercise any of these rights, please contact us at operations@wcconline.co.za.
 

7. Data Security

We take reasonable technical and organizational measures to protect your data, including:

  • Secure web hosting (GoDaddy)

  • Ticket management through a secure system (Freshdesk)
     

8. Changes to This Policy

This Privacy Policy may be updated from time to time. The most recent version will always be available on our website with the effective date shown above.
 

9. Google Maps

Our website features an embedded Google Map to help users locate our business. This service is provided by Google LLC and may collect data such as your IP address and location.​ By using the map, you agree to Google's Privacy Policy: https://policies.google.com/privacy​ . We do not store or access this data ourselves.

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10. Contact Us

If you have any questions or concerns about this policy or your personal data, please contact:
Email: operations@wcconline.co.za

Disclaimer:

Whale Coast IT Solutions reserves the right to amend, update, or modify these Terms and Conditions, Privacy Policy, and any other applicable policies at any time and without prior notice. All changes will be posted on this website, and it is your responsibility to review them regularly. By continuing to use our website and services after any modifications are made, you agree to be bound by the updated policies. If you do not agree with the revised terms, you must discontinue use of the website and our services immediately.

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