Terms of Service

These terms apply to enquiries and remote IT support services supplied by SHWX Group (PTY) LTD. A formal quotation, support agreement or service-level agreement may include additional terms.

Last updated: 15 September 2026

1. Who supplies the service

SHWX Group (PTY) LTD provides remote IT support for schools and creators from Pretoria, South Africa. Contact us at website@shwx.co.za or +27 64 519 4267. Our website is shwx.co.za.

Additional company details are available on request. Please email website@shwx.co.za for more information.

2. Enquiries, quotations and acceptance

An enquiry is a request for contact, not a booking or service agreement. Before work starts, we will agree the scope, price, payment terms and session or delivery arrangements with you in writing. You may review the details, correct errors and decline the quotation before accepting it. Only a person authorised to act for the client may accept work or grant access.

A quotation or support agreement may add service-specific terms. Mandatory legal rights take priority over every agreement. Keep a copy of the accepted quotation, these terms, correspondence and invoices; you can save or print this page and request a copy of your transaction documents by email.

3. Scope, availability and remote access

Support is remote unless an on-site arrangement is expressly agreed. Physical installations, hardware, software licences, ongoing monitoring, backup management and after-hours support are included only if the quotation says so. Support times, any response targets and recurring service periods must be agreed; this website does not promise 24-hour availability or a guaranteed resolution time.

You must provide a stable internet connection and authorised access. We will explain the remote connection and obtain permission before connecting. Unattended access needs a separate agreement. You may end a connection at any time; we will explain any effect on unfinished work and agreed charges. If a problem needs a different service, we will discuss the options before extra work is authorised.

4. Fees and payment

The quotation will identify the currency, full payable amount or agreed charging basis, applicable taxes, deposits, payment dates, included hours and any additional costs. Diagnostic charges, travel, after-hours work and third-party purchases must be disclosed and authorised before they are incurred. We will seek approval before exceeding an agreed estimate or spending limit.

Pay using the details or payment link on your invoice. This website does not take card details. Verify unexpected changes to payment instructions through our existing contact number. The payment provider's own terms and privacy notice apply to its processing; they do not remove rights you have against SHWX Group.

5. Cancellation, rescheduling and refunds

Contact us by email or WhatsApp as soon as you need to cancel or reschedule. Outside a statutory cooling-off right, you may be responsible for authorised work already completed and a reasonable, lawful cancellation charge disclosed before booking. Deposits are not automatically non-refundable. We will explain any deduction and refund the balance that is due.

Where section 44 of the Electronic Communications and Transactions Act applies to an electronic service agreement, a consumer may cancel without reason or penalty within seven days after concluding it, with payments refunded within 30 days of cancellation. Statutory exclusions apply, including services begun with the consumer's consent before that period ends. Any request to start early must be explicit; submitting an enquiry is not that consent.

Where the Consumer Protection Act applies, its cancellation and remedy rights remain available. Qualifying direct-marketing transactions carry a five-business-day cooling-off right under section 16, where ECTA section 44 does not apply. Qualifying fixed-term agreements can be cancelled on 20 business days' recorded notice, subject to lawful amounts owed and a reasonable cancellation penalty. Section 14 does not apply to agreements between juristic persons. Any recurring agreement must specify its duration and renewal arrangements.

If we cannot provide agreed services, we will contact you about a revised arrangement or refund for unperformed work, subject to your legal rights. Refunds will be made within the applicable statutory deadline. Contact us using your quotation or invoice reference; do not send card credentials.

6. Service quality and responsibility

We will perform agreed work with reasonable care and skill and communicate material delays. Where the Consumer Protection Act applies and services fail its quality requirements, you may require the defect to be remedied or a reasonable portion of the price refunded, as provided by section 54.

Nothing in these terms excludes liability for fraud, gross negligence, or any liability that cannot lawfully be excluded, or waives your statutory rights. A third-party outage or an unsuccessful repair does not automatically remove responsibility for our own work. Any additional allocation of commercial risk must be expressly agreed, lawful and clearly brought to your attention.

7. Backups, credentials and client systems

Keep current, tested backups before changes are made unless backup work is expressly included in our agreement. Tell us about critical systems and restrictions before a session. We will discuss material risks and planned disruption before proceeding. Your backup responsibilities do not excuse negligent work or remove statutory remedies.

Use the secure channel agreed with us for temporary access details. Do not put passwords, payment-card details or learner records into the enquiry form. Revoke temporary access after the session. Clients remain responsible for lawful software licences; we will not bypass licensing, access controls or another person's rights.

8. Confidentiality and school information

Access must be limited to information needed for the agreed task. Close unrelated documents before connecting. Confidential client information may be used only for the authorised service, required administration or a lawful disclosure.

Where SHWX Group processes personal information on a client's instructions as an operator, a written operator agreement must cover instructions, confidentiality, security, any subcontractors, incident reporting and return or deletion of information. These website terms do not replace that agreement. Access to children's or special personal information requires a lawful basis and agreed safeguards before work begins; general device access alone does not authorise unrelated processing.

9. Privacy notice

Who uses your information and why

SHWX Group (PTY) LTD is responsible for personal information it collects to manage enquiries and its customer relationships. We use your name, email address, support selection and message to reply and arrange requested support. If you contact us by phone or WhatsApp, we also receive the contact details and information you share there. Quotes, invoices and service correspondence may contain business contact and billing information.

Providing an enquiry is voluntary. The form's required fields let us identify and respond to your request; without sufficient contact or issue details, we may not be able to assist. We process information where necessary to take steps towards or perform an agreement, meet legal duties, pursue justified legitimate interests, or with consent where required. An enquiry does not subscribe you to marketing.

Customer onboarding

The onboarding form collects your business or customer name, customer email, contact person’s name, contact email and phone number, address, and any VAT or company registration number you choose to supply. We use these details to arrange customer account setup and related administration. Required fields are identified in the form; optional fields may be left blank. Please provide only details you are authorised to share.

The website does not save onboarding drafts in cookies, browser storage or a website database. Entries are held temporarily in the open page and cleared after a confirmed successful submission or when you leave it. Submitted details are processed and stored by Formspree and sent to our configured email inbox, where they are retained according to the applicable provider and business retention arrangements. This is not a promise of zero storage by those services.

Providers and international processing

Form submissions are processed by Formspree and delivered to our business inbox. Hosting and email providers may process delivery and security logs, including IP addresses. Google Fonts receives technical connection information when fonts load. WhatsApp, remote-support and payment providers process information when you choose or agree to use those channels. Read Formspree's privacy policy for its practices.

Provider processing may occur outside South Africa. Any transfer by us must meet POPIA's requirements, such as adequate protection under law or a binding agreement, or another permitted basis. Ask us for details relevant to your service. Provider involvement does not remove our responsibilities.

Retention and protection

Information should be kept only for as long as needed for the enquiry, agreed service, applicable recordkeeping duties or a legitimate dispute, then securely deleted, destroyed or de-identified as appropriate. Contact us about the retention criteria for your records. Reasonable technical and organisational safeguards are required; no system is entirely risk-free. Security compromises will be assessed and notified to the Information Regulator and affected people where POPIA requires it.

The current website code does not use advertising trackers or store form entries in browser storage. External services have their own processing practices. We will update this notice if our website's collection practices materially change.

Your rights and complaints

You may request access to your personal information, correction or deletion where permitted, object to processing on applicable grounds, and withdraw consent where processing relies on it. Withdrawal does not undo earlier lawful processing. We may need reasonable identity verification and may retain information where the law permits or requires it.

Send privacy requests to website@shwx.co.za, marked “Privacy request”. You may also complain directly to the Information Regulator; you do not have to complete our internal process first.

10. Access to records (PAIA)

Requests for company records under the Promotion of Access to Information Act are distinct from ordinary support enquiries. Email our contact address to request assistance with the applicable process. The Information Regulator's PAIA guidance explains access rights and request procedures. Access is subject to the Act's requirements and lawful grounds for refusal; this paragraph is not a PAIA manual.

11. Complaints and disputes

Email website@shwx.co.za with your contact details, quotation or invoice reference, the issue and the outcome you seek. We will investigate and communicate the next steps. Do not include passwords or sensitive records.

You retain the right to approach an applicable ombud, the National Consumer Commission, Information Regulator, tribunal or competent court, using the procedures that apply to your complaint. These terms do not impose compulsory private arbitration or prevent statutory complaints.

12. Governing law and updates

South African law governs these terms, without removing mandatory protections that apply to a customer elsewhere. An unlawful provision will apply only to the extent legally permitted; other provisions remain effective where they can operate independently. Updates apply to future dealings and do not retrospectively change an accepted service agreement without lawful agreement.