Cancellation, Refund & Return Policy

A typical payment may contain:

• A TLG service/administration fee;
• Government, statutory or third-party fees;
• Additional fees that become necessary during processing.

Unless alternative payment terms are approved in writing, customers must pay the required amount before TLG begins processing.

Payment authorises TLG to proceed with the requested transaction, subject to applicable consumer law.

Additional fees may arise where a licence is expired or additional work becomes necessary. These may include:

• Late-licensing penalties;
• Arrear licence fees;
• Additional statutory charges;
• Additional documents;
• Additional applications;
• Additional visits or submissions;
• Additional administrative work;
• Corrections to vehicle records;
• Additional authority-required procedures;
• Other third-party costs required to complete the transaction.

These costs may only become apparent after checking official records or submitting the transaction.

Where extra fees are required, the customer may be asked to make an additional payment before processing continues.

The original quotation is not a guarantee that no further government, statutory or third-party charges will arise where information was not available when the quote was prepared.

Extra work may be required where:

• The licence has expired;
• Arrears/penalties are discovered;
• Vehicle records contain discrepancies;
• Documents are missing, incorrect or outdated;
• Ownership details do not match;
• A previous transaction must be corrected;
• Extra applications are required;
• An authority rejects a submission and requires additional action;
• The transaction requires work outside the original scope.

TLG may charge a reasonable additional service fee for work outside the agreed scope and will notify the customer of a material additional service charge where reasonably possible before proceeding.

If cancellation is requested before TLG has begun the service and before government or third-party money has been paid or committed, the customer should contact TLG immediately.

Where the transaction is still reversible, the cancellation will be processed in accordance with applicable law. Lawful costs already incurred may be taken into account where permitted.

Once TLG has paid a licence fee, statutory fee, penalty, registration charge or other amount to an authority or third party, that amount may no longer be within TLG's control.

A government or third-party fee already paid or irreversibly committed cannot ordinarily be refunded by TLG unless the relevant authority or third party refunds it, or a refund is otherwise required by law.

TLG cannot guarantee that an authority or third party will reverse a payment once processed.

Any refund relating to TLG's own service fee will take into account:

• Work already completed;
• Costs already incurred;
• The stage of the transaction;
• Additional work already performed;
• External payments already made;
• Whether the transaction can still be stopped;
• The circumstances of cancellation;
• Applicable consumer law.

TLG does not charge for work not performed where a refund is legally required.

Once a licensing or administration service is fully completed, the TLG service fee is generally not refundable merely because the customer changes their mind.

Government and statutory fees paid as part of a completed transaction are generally not refundable by TLG.

This does not remove rights arising where TLG failed to perform the service as required by law.

TLG cannot guarantee government approval. An application may be delayed or rejected because of:

• Outstanding documents;
• Incorrect customer information;
• Incorrect vehicle information;
• Expired licences;
• Outstanding penalties/arrears;
• Outstanding licensing requirements;
• Police or administrative holds;
• Authority system issues;
• Legal restrictions;
• Requirements imposed by the authority.

If a transaction cannot proceed, TLG will review what external fees were already paid, what work TLG performed, what extra work was completed, and what amount remains recoverable. Any refundable balance will be handled appropriately.

Customers are responsible for providing accurate and genuine information and documents.

If extra work or official fees are caused by incorrect, outdated or incomplete information, TLG may quote the additional cost before continuing.

Payments already made to an authority may not be recoverable.

Government departments, licensing offices, testing stations and other third parties operate independently of TLG.

An external delay does not automatically create a refund entitlement where TLG properly performed the requested service.

If TLG makes an error, TLG will investigate it and take reasonable steps to correct it.

Where TLG fails to perform a service to the legally required standard, any remedy, repeat performance or refund will be handled according to statutory rights and the circumstances of the transaction.

Where a customer pays twice, overpays, pays an incorrect amount or pays an already-settled invoice, TLG will verify the payment and refund any amount not lawfully due, or allocate it as an agreed customer credit.

Customers may cancel future renewal of an eligible subscription. Unless otherwise required by law or expressly agreed:

• Cancellation prevents future renewal charges;
• Access may continue to the end of the already-paid period;
• Cancellation does not automatically create a pro-rata refund for an already-used period.

Certain transactions may carry statutory cancellation or cooling-off rights. This policy does not remove or override those rights. If legislation conflicts with this policy, the legislation prevails.

For physical or customised items such as number plates, return or cancellation may depend on whether production has started, whether the item is customised, whether it is defective, whether it is reasonably resellable, and applicable consumer rights.

Approved refunds may require reasonable identity, payment or account verification to protect against fraud.

Approved refunds are processed as soon as reasonably practical. Banks and payment providers may affect how long a refund takes to reflect.

Please provide:

• Customer/company name;
• Invoice/reference number;
• Vehicle registration number where applicable;
• Reason for the request;
• Proof of payment where required.

Accounts: financetlg@outlook.com

General: licenseguys@outlook.com

Telephone / WhatsApp: 082 657 6447

The License Guys

4 Robben Road, Morganridge, Boksburg, 1459, South Africa

Telephone / WhatsApp: 082 657 6447

General: licenseguys@outlook.com

Accounts: financetlg@outlook.com

Website: licenseguys.app

No provision of this policy is intended to waive or exclude a consumer right that cannot legally be waived or excluded. If a provision conflicts with mandatory consumer legislation, the legislation prevails.