Terms of Service
Service and Installation Fee Policy
Our business hours are from 08:00 to 16:00.
Our service and installation fees are designed to cover the costs associated with providing high-quality service and professional installation of our products. This fee is charged on a per-hour basis and is based on the complexity of the installation, after-hours callout, or maintenance required. Our team consists of trained professionals to ensure that all products are installed correctly and safely. The installation fee varies depending on the product and the complexity of the installation.
Please note that these fees are subject to change without notice, and additional fees may apply for services that are not covered under our standard policies. If you have any questions about our service and installation fee policies, please don’t hesitate to contact our customer service team.
Please take note of our Fees:
- Installations are by appointment only and are charged at R750 per hour.
- Callouts for quoting, maintenance, and installation may be requested within a 2hr driving distance from Cape Town during business hours. The Callout fee is charged R250.
- While we mainly operate within the Western Cape, please contact us for inquiries in Southern Africa.
- Installation and callout services rendered outside of regular business hours, extending up to 10 pm, including public holidays and weekends, shall be subject to an elevated rate and categorized under our Emergency Service fees. These are on a case-by-case basis.
Payment, Checkout & Refund Policy
Please note that goods will only be dispatched once the funds have been credited to our account. Kindly note that proof of payment will not be accepted for your products to be dispatched.
While we endeavor to provide assistance with shipping, we will work together with our trusted shipping providers to get our product to you. We will provide you with the tracking information as soon as the order is dispatched. In the event of damage during transit, we will organize a replacement for the damaged product as soon as we are able. Please provide us with clear images of the damages so that we can submit a claim to our courier partners.
For product installations, please schedule an appointment by using the booking form available on our dedicated ‘Book an Installation’ page, accessible through the navigation menu. For any further assistance, please contact us via the contact form provided.
Refund & Returns Policy
At M Tech Communications, we take pride in the quality of our products and services. Because of the specialized nature of communication equipment, all sales are final except in cases where the product is defective, damaged on arrival, or incorrectly supplied.
1. No Refunds for Change of Mind
- We do not offer refunds or exchanges for:
- Change of mind
- Incorrect product ordered by the customer
- Buyer’s remorse
- Please ensure you carefully check product specifications and compatibility before placing an order.
- Refunds in special cases are handled on a case by case basis.
- A 10% handling fee will be charged to cover bank and admin charges.
2. Defective or Damaged Products
- If a product is defective, damaged during delivery, or the incorrect item was supplied, you must notify us within 7 calendar days of receipt with proof (photos/videos).
- We will review the case and may, at our discretion, offer one of the following remedies:
- Repair of the item
- Replacement of the item
- Refund (only if repair or replacement is not possible)
3. Warranty Claims
- All M Tech products are covered under a limited manufacturer’s warranty (typically 12 months, unless otherwise stated).
- Warranty only covers manufacturing defects – not damage caused by misuse, incorrect installation, accidents, or modifications.
- Warranty claims must be submitted with proof of purchase (invoice/receipt).
4. Services & Installations
- Installation and service fees are non-refundable once the work has begun or has been completed.
- If an issue is found to be due to our workmanship, we will correct it at no additional cost.
- No refunds will be issued for customer negligence, third-party interference, or misuse of equipment.
5. Returns Procedure
- To initiate a return (only for damaged/defective/incorrect items):
- Contact us at [Insert Email / Contact Page Link] within the required timeframe.
- Provide your invoice, photos of the issue, and a description of the fault.
- Await written approval before sending back any item. Unauthorized returns will not be accepted.
- Return shipping costs are the customer’s responsibility, unless the error was ours.
6. Exclusions
Refunds or exchanges will not be offered for:
- Consumable items (e.g., cables, connectors, brackets)
- Products damaged due to misuse, neglect, or incorrect installation
- Items returned without original packaging and proof of purchase
- Items reported after the return period (3 calendar days from delivery)
7. Processing Time
- Once a return is approved and received, we will process repair, replacement, or refund (if applicable) within 10 business days.
- Refunds, where approved, are issued only to the original payment method.
Product Maintenance and Warranty
In the event of a factory issue or installation issue done by our team at M Tech Communications, or one of our accredited dealers on one of our products, customers will not be charged for any associated costs. However, for issues arising from customer negligence, charges will apply. Such negligence may include incidents like driving into objects with excessive force, damage from underground parking, or incorrect installation practices among others.
Warranty claims for manufacturing defects or quality control problems will be considered on a case-by-case basis. Our products are covered by a one-year warranty from the date of purchase, and to avail of the warranty, an original invoice must be presented. Unfortunately, we cannot offer any assistance in the absence of the original invoice.