Refund & Cancellation Policy
Version v1.0.3 · Effective 8 August 2026 · Forms part of the AnchorData Standard Terms & Conditions
1. Scope of this policy
This policy applies to all payments made to AnchorData (Pty) Ltd (Reg Nr 2026/513815/07) ("AnchorData") for its container tracking, demurrage & detention (D&D) accrual, dispute pack and recovery services, whether paid by card through our payment provider, by electronic funds transfer, or by any other accepted method. It forms part of, and must be read together with, the AnchorData Standard Terms & Conditions (STCs).
2. What you are paying for
AnchorData charges are made up of the following, as selected by the Customer at onboarding: (a) Per container tracked — $2.50 per container tracked via the AnchorData container tracking feed (carrier + terminal combo). (b) Accrual fee — 2.5% of each container's total accrued D&D, calculated against the carrier's published Master Tariff Table rates. (c) Monthly budget cap — the customer's own monthly spending limit. AnchorData never charges more than this cap in a single billing cycle. Because these are digital services delivered continuously and on demand, a charge becomes non-refundable at the point the corresponding service has been rendered, as set out below.
3. Free Trial (30 days)
AnchorData offers a 30-day free trial of the full platform (the "Free Trial"), selected by the Customer at onboarding. During the Free Trial: (a) The Customer pays nothing for 30 days — no per-container fee, no accrual fee, and no monthly budget cap is required. (b) Full features are available on up to 5 containers, including tracking, accruals, dispute packs, and API access. At the end of the 30-day trial period the AnchorData plan ($2.50/container + 2.5% of accruals, capped at the Customer's monthly budget cap) automatically applies from the first day of the following month, unless the Customer cancels before the trial ends (see section 6). No charge is raised during the trial itself.
4. Cooling-off period (unused pre-paid credits and unused monthly service)
Within 14 calendar days of the date of payment, the Customer may request a refund of: (a) any pre-paid container event log credits that have NOT yet been consumed (no provider tracking lookup has been performed against them); and (b) the current month's service rate, provided no containers have been tracked, no accrual has been calculated and no dispute pack has been generated in that month. Approved refunds under this clause are made in full, to the original payment method, with no administration fee.
5. When a charge is non-refundable
(a) Consumed credits: a container event log credit is non-refundable once a provider tracking lookup has been performed against a container number, because the third-party data has been purchased and delivered. (b) Rendered monthly service: the monthly service rate is non-refundable for any month in which the accrual engine has processed one or more containers, or in which a dispute pack has been generated, submitted or followed up. (c) Dispute pack fees: non-refundable once a DD reference has been issued, regardless of the carrier's decision. Carrier outcomes are outside AnchorData's control. (d) No refund is due on the grounds that a carrier declined a dispute, that a container fell out of scope for lack of a published tariff, or that third-party event data was incomplete. These outcomes are expressly addressed in the STCs.
6. Cancellation of the service
The Customer may cancel the AnchorData service at any time by giving written notice to AnchorData (via the Feedback control on the dashboard or by email to the AnchorData desk). Cancellation takes effect at the end of the calendar month in which notice is received. There is no cancellation penalty and no minimum contract term. On cancellation: (a) the monthly service rate for the month in which notice is given remains payable in full; (b) unconsumed pre-paid credits are refunded on request, less any credits already consumed; (c) the Customer retains access to download their accrual snapshots, dispute packs and credit notes for 30 days after the cancellation date. AnchorData may suspend or cancel the service on 30 days' written notice, or immediately for non-payment beyond the agreed payment terms. Where AnchorData cancels for a reason other than non-payment or breach, any pre-paid unconsumed credits and any pre-paid unrendered service period are refunded in full.
7. Billing errors and duplicate payments
Where an incorrect amount has been charged, or a payment has been duplicated, AnchorData will refund or credit the affected amount in full within 30 days of the error being notified in writing and agreed. Duplicate card payments are refunded to the original card.
8. How to request a refund
Send a written request to the AnchorData desk (via the Feedback control on your dashboard, or by replying to any AnchorData invoice email) stating your company name, the invoice or payment reference, the amount and the reason for the request. AnchorData will acknowledge the request within 2 business days and give a decision within 7 business days.
9. How refunds are paid
Approved refunds are made to the original payment method. Card payments are refunded to the same card via our payment provider; refunds typically reflect within 5–10 business days depending on the issuing bank. EFT payments are refunded by EFT to the account from which payment was received. Refunds are made in the original currency of the payment; AnchorData does not carry the cost of exchange-rate movement or bank charges levied by the Customer's bank.
10. Chargebacks
The Customer agrees to raise any billing concern with AnchorData first, before lodging a chargeback with its bank or card issuer. AnchorData will engage in good faith to resolve the concern.
11. Governing law and queries
This policy is governed by the laws of the Republic of South Africa. Any dispute will be resolved in the courts of Cape Town, Western Cape. Queries on this policy may be directed to the AnchorData desk via the Feedback control on the dashboard.
AnchorData (Pty) Ltd · Cape Town, Republic of South Africa