Cancellation and Refund Policy

1. Purpose and Scope

1.1 This Policy sets out how a Customer may cancel an agreement with Easy Rentals Group (Pty) Ltd ("Easy Rentals Group", "we" or "us"), the fees that may apply, and how refunds are processed. It applies to Appliance Rentals, Holiday Storage and Student Accommodation.

1.2 This Policy is applied in accordance with section 44 of the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), section 14 of the Consumer Protection Act 68 of 2008 ("CPA") and its Regulations, and, for Student Accommodation, the Rental Housing Act 50 of 1999.

1.3 This Policy forms part of every Service Agreement. If this Policy conflicts with a Service Agreement, the Service Agreement prevails, except where this Policy gives the Customer a right that cannot lawfully be excluded.

1.4 All cancellation fees in this Policy are intended to be reasonable. They reflect the actual costs and losses Easy Rentals Group incurs when an agreement ends early, and are not a penalty for cancelling.

2. How to Cancel

2.1 A cancellation must be submitted in writing, through the customer portal or by email to info@easyrentalsgroup.co.za with the subject line "Cancellation" and the Customer's reference number.

2.2 We will acknowledge receipt of a cancellation within 2 business days and confirm the effective cancellation date, any fees payable, and the arrangements for collection, return or vacating.

2.3 A cancellation takes effect on the date stated in our confirmation, calculated in accordance with this Policy. A verbal or WhatsApp message alone does not constitute notice of cancellation.

3. Cooling-Off Period

3.1 Where an agreement is concluded through our website or portal, the Customer may cancel it without reason and without penalty:

3.1.1 for Appliance Rentals, within 7 days after receiving the appliance; and

3.1.2 for Holiday Storage, within 7 days after the agreement is concluded, provided the items have not yet been collected or dropped off.

3.2 On cancellation within the cooling-off period, the only charge payable is the direct cost of collecting a delivered appliance. All other payments are refunded in full within 30 days.

3.3 The cooling-off period does not apply to Student Accommodation provided for a specific period, or to storage services that have begun with the Customer's consent, as permitted by section 42 of ECTA.

4. Appliance Rentals

4.1 Cancellation by the Customer. After the cooling-off period, the Customer may cancel a rental agreement before the end of its term by giving 20 business days' written notice.

4.2 On cancellation under clause 4.1, the Customer is liable for:

4.2.1 all rental due up to the end of the 20-business-day notice period;

4.2.2 a cancellation fee equal to [one month's rental], or the total rental remaining for the term, whichever is less;

4.2.3. where the agreement is cancelled after the December and January no-charge period has been used, the rental attributable to those months, being [one month's rental for each no-charge month already used]; and

4.2.5 the cost of repairing any damage to the appliance beyond fair wear and tear, as recorded on the collection inspection form.

4.3 Rental structure. The rental for each 12-month term is charged over 10 months, with no rental charged for December and January. The no-charge period forms part of the pricing of the full term and is only fully earned by a Customer who completes the term.

4.4 Activation fee. The activation fee covers the cost of preparing, delivering and installing the appliance. It is not refundable after the cooling-off period.

4.5 Deposit. The deposit is refunded within [7] business days after the appliance has been collected and inspected, less any amounts owing under this Policy or the rental agreement. An itemised statement of any deductions will be provided.

4.6 Cancellation by Easy Rentals Group. If the Customer materially breaches the rental agreement, including by failing to pay rental for [30] days after the due date, we will give written notice requiring the breach to be remedied within 20 business days. If it is not remedied, we may cancel the agreement and the amounts in clause 4.2 will become payable.

4.7 Recovery of appliances. On cancellation, the Customer must make the appliance available for collection on the date we arrange. We will only remove an appliance with the Customer's consent, or under an order of court. Staff are not permitted to enter a Customer's room or premises without consent.

4.8 End of term. Between 40 and 80 business days before the term expires, we will notify the Customer in writing of the expiry date and of the option to renew or return the appliance. If the Customer does not respond, the agreement continues on a month-to-month basis at the current rental, as provided in section 14 of the CPA, and may be cancelled by either party on 20 business days' notice.

5. Holiday Storage

5.1 Storage credit instead of cash refund. Storage capacity, collection slots and staff are reserved for each Customer for the full storage period, and cannot readily be re-allocated to another customer during the holiday season. Accordingly, once the cooling-off period has ended, storage fees are not refunded in cash. Instead, the unused amount is issued to the Customer as a storage credit ("Storage Credit"), as follows:

5.1.1 where the Customer cancels before the items are collected or dropped off, the full storage fees paid are issued as Storage Credit; and

5.1.2 where the Customer retrieves the items before the end of the storage period, the storage fees paid for each full month remaining after the retrieval date are issued as Storage Credit.

5.1.3 Storage Credit may be used towards the storage fees of any future Easy Rentals Group Holiday Storage booking made by the Customer.

5.1.4 Storage Credit is valid for 3 years from the date of issue, or until it has been fully used, whichever occurs first, in accordance with section 63 of the CPA.

5.1.5 Storage Credit is recorded on the Customer's portal account, is not exchangeable for cash, and may not be transferred to another person without our written consent.

5.1.6 Collection and return delivery fees for which the service has already been performed are not included in Storage Credit.

5.2 Failed collection. If our team arrives on the agreed date and the items are not available for collection, or the Customer or their authorised representative is not present, a failed collection fee of R250 is payable for each rescheduled attempt.

5.3 Early retrieval. The Customer may retrieve items before the end of the storage period by giving 20 business days' written notice, or shorter notice if we agree. In that case:

5.3.1 storage fees are payable up to the end of the notice period, or the end of the current month, whichever is later;

5.3.2 the return delivery fee is payable before the items are returned; and

5.4 Declined or prohibited items. If we decline to store items because they are prohibited or differ materially from the declaration and the Customer does not accept a revised quotation, the agreement is cancelled for those items. Collection costs already incurred are retained, and the balance is refunded.

5.5 Uncollected items. Items not retrieved at the end of the storage period are dealt with in accordance with the Storage Agreement. No refund applies to fees for the period the items were stored.

6. Student Accommodation

6.1 Cancellation before move-in. If a tenant cancels after their application has been approved and the deposit paid, but before moving in:

6.1.1 where notice is given at least [30] days before the move-in date, an administration fee of 50% of the paid amount is retained and the balance of the deposit and any prepaid rent is refunded; and

6.1.2 where notice is given less than [30] days before the move-in date, a cancellation fee equal to [one month's rent] is retained, or the rent until the room is re-let, whichever is less, and the balance is refunded.

6.2 Cancellation after move-in. A tenant may cancel the lease before the end of its term by giving 20 business days' written notice. The tenant is liable for:

6.2.1 rent up to the end of the notice period, or the date the tenant vacates, whichever is later; and

6.2.2 A cancellation fee equal to [one month's rent], or the rent until the room is re-let to a new tenant, whichever is less.

6.3 We will take reasonable steps to re-let the room as soon as possible, and any amount recovered from a new tenant for the same period reduces the amount payable under clause 6.2.2.

6.4 Cancellation by Easy Rentals Group. If the tenant materially breaches the lease, including by failing to pay rent or breaching the house rules, we will give written notice requiring the breach to be remedied within 20 business days. If it is not remedied, we may cancel the lease.

6.5 Deposit refund. In accordance with section 5 of the Rental Housing Act:

6.5.1 a joint inspection of the room is conducted with the tenant within the 3 days before the tenant vacates;

6.5.2 if no amounts are owing, the deposit and interest are refunded within 7 days after the lease ends;

6.5.3 if amounts are owing for unpaid rent or damage, the balance is refunded within 14 days after the room has been restored, with receipts or proof of the costs deducted; and

6.5.4 if the tenant does not attend the joint inspection, we will inspect the room within 7 days after the lease ends and refund the balance within 21 days.

7. Refund Process

7.1 Refunds are paid only by EFT into a bank account in the name of the Customer, or of the person who made the payment, on receipt of proof of the account. Card payments made through PayFast are refunded to the original card.

7.2 Unless a different period is stated in this Policy or required by law, refunds are paid within [10] business days after the amount due has been finalised.

7.3 We do not pay refunds in cash, or into a third party's account without written authority from the Customer.

7.4 Every refund is accompanied by a statement showing the amounts paid, any deductions and the reasons for them, and the amount refunded.

7.5 Amounts owing by the Customer may be set off against any refund, deposit or credit held by Easy Rentals Group.

8. Discretionary Relief

8.1 We understand that students' circumstances can change during the academic year. Where a Customer must cancel due to circumstances beyond their control, such as deregistration from their institution or the death of a family member, we may, on receipt of written supporting proof, reduce or waive a cancellation fee.

8.2 Any relief under this clause is granted at our discretion, case by case, and does not create a precedent or entitlement for any other Customer.

9. Schedule of Fees

9.2 Fees are reviewed annually. The fees applicable to an agreement are those in force on the date the agreement was concluded.