Refund and Credits Policy

1. What credits are

Credits are prepaid units suppliers use to unlock a buyer’s lead and to send quotes. Buyers never pay. Credits are not money, cannot be transferred between accounts, and have no value outside iNEED.PARTS. Prices are in South African Rand and include VAT where it applies.

Credits do not expire while your account is open and in good standing.

2. Cooling off — unused credits

Under section 44 of the Electronic Communications and Transactions Act you may cancel an online purchase within 7 days and get your money back. We apply this to any credits you have bought and not yet spent: ask within 7 days of the purchase and we refund that purchase in full, to the method you paid with.

If you spent some of the bundle, we refund the unspent balance at the price you paid per credit.

3. Spent credits

A credit is spent the moment you unlock a lead — that is the service you bought, and it is delivered immediately. Spent credits are not refundable merely because:

• the buyer did not reply;
• the buyer bought from someone else;
• the part turned out not to be in your stock;
• you unlocked a lead you did not mean to unlock.

4. When we do refund a spent credit

We return the credit to your wallet when the fault was ours or the lead was not what it claimed to be:

• Duplicate lead — the same buyer request appeared twice and you unlocked both.
• Fake or abusive lead — we close the lead for breaching the Acceptable Use Policy.
• Contact details unusable — the phone number and email address on the unlocked lead are both invalid or unreachable.
• Technical failure — the unlock failed, was charged twice, or the chat could not be opened because of a fault on our side.

Tell us within 14 days of the unlock, with the lead reference. We credit the wallet rather than refunding cash, unless you are also closing the account.

5. Account closure, suspension and country withdrawal

• You close your account — we refund unspent credits at the price you paid, provided the account is in good standing. Ask before you request deletion; see the Data Deletion Policy.
• We suspend or close your account for a breach — unspent credits are forfeited. If a suspension is later found to have been our error, we restore the credits.
• We withdraw from your country or discontinue the service — we refund every unspent credit, no time limit.
• We change credit prices — credits you already bought keep the value you bought them at.

6. How to claim

Email [email protected] from the address on your account with:

• your supplier name;
• the purchase date or lead reference; and
• what you are claiming and why.

We answer within 7 business days. Approved cash refunds are paid to the original payment method within 10 business days of approval; wallet credits appear immediately.

7. Disputes

If you are unhappy with our decision, reply and ask for it to be escalated — a different person will review it. Nothing in this policy limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act, or your right to approach the Consumer Goods and Services Ombud.