Skip to Content

STANDARD TERMS AND CONDITIONS OF SALE

Retail IT Group (Pty) Ltd · Effective from 1 September 2026

Acceptance of Quotation

Acceptance of this quotation, whether by signature, written approval, payment of a deposit, purchase order, or instruction to commence work, constitutes acceptance of these Terms & Conditions together with any applicable Retail IT Group (Pty) Ltd Service Level Agreement, Scope of Work, proposal or supporting documentation.

Scope of Work

Services, products and deliverables are limited to those specifically stated in the approved quotation, proposal or Scope of Work. Any additional work, changes, enhancements or requirements outside the approved scope may be quoted or billed separately and will only proceed once approved.

Project Payment Terms

Unless otherwise stated on the quotation, system builds and project work are billed as follows:

  • 70% upon approval of the scope or quotation
  • 30% upon delivery

Project invoices are payable within seven (7) days of invoice date.

Monthly support packages are invoiced in advance and are payable prior to the commencement of the applicable support period.

Support Services and Included Hours

Where a quotation, proposal or Service Level Agreement includes a monthly allocation of support hours ("Included Hours"), the following applies unless that quotation or agreement expressly states otherwise.

  • Included Hours apply per calendar month and may be shared across the legal entities named on the quotation.
  • Included Hours cover support only. Custom development, implementations, website builds and other project work fall outside Included Hours and are quoted separately.
  • Support time includes all time spent on a request, whatever the channel used, including helpdesk tickets, email, phone and video calls, WhatsApp messages and voice notes, and remote sessions. This includes time spent reading, investigating, testing, resolving and following up on the request.
  • Requests made by any of the Client's staff count toward Included Hours.
  • Unused Included Hours do not roll over to the following month. Time used beyond the Included Hours in one month is not deducted from a future month's allocation.
  • These terms apply whether Included Hours are paid for or provided at no charge, including during trial, promotional or complimentary periods. Where support is provided at no charge, only the Included Hours are free of charge. Additional time is dealt with under Additional Support Time below.

Additional Support Time

  • Retail IT will use reasonable efforts to notify the Client or its Designated Representative once the Included Hours for the month have been used.
  • Once the Included Hours have been used, further support proceeds only with approval from the Client or its Designated Representative. Approval may be given in writing, including by email or WhatsApp. A request submitted or forwarded to Retail IT by the Designated Representative after the Included Hours have been used is regarded as approval.
  • Approved additional time is billed at the hourly rate stated on the applicable quotation or agreement or, where no rate is stated, at Retail IT's standard hourly rate at the time. Additional time is billed in 30-minute increments and invoiced monthly in arrears.
  • Where an issue materially prevents the Client from trading and neither the Client nor its Designated Representative can be reached, Retail IT may, at its discretion, attend to the issue. The time is billed as additional time and Retail IT will notify the Client as soon as reasonably possible.
  • Retail IT is not obliged to perform additional support before approval is received. Time taken to obtain approval does not count toward any response or resolution target.

Designated Representative

The Client may nominate, in writing, one or more people authorised to approve additional support time on its behalf ("Designated Representative"). Until a nomination is received, approval must be given by the person who accepted the quotation. The Client may change its Designated Representative at any time by written notice.

Time Records

Support time is recorded on Retail IT's helpdesk against the relevant request and forms the basis of hours reporting and billing.

The Client may query recorded time in writing within fourteen (14) days of the relevant monthly report or invoice. After this period, the recorded time is regarded as accepted.

Retail IT may, at its discretion, choose not to record or not to charge for certain time. Doing so does not waive Retail IT's right to record and charge for similar time in future.

Overdue Accounts

Overdue amounts may attract interest at the South African prime lending rate plus five percent (Prime + 5%), calculated from the due date until payment is received in full.

Retail IT reserves the right to suspend or restrict services where accounts remain overdue, including support, hosting, software subscriptions, websites, domains, integrations, API connectors, custom developments, add-ons and managed systems.

Third-Party Costs

Third-party software, hosting, licences, subscriptions, domains, contractors and other external services are excluded unless specifically stated.

Where Retail IT facilitates payment to a third-party provider on behalf of the Client, an administration and banking fee of 2% of the transaction value may apply, together with any applicable international transaction or banking fees.

Odoo subscription payments facilitated by Retail IT are excluded from the additional 2% administration fee but remain subject to applicable international transaction fees.

Client Approval & Responsibility

The Client is responsible for reviewing and approving all configurations, implementations, developments, data, pricing, inventory, tax settings and other operational information before use.

Once work has been approved or signed off, it will be regarded as accepted and complete.

Custom Development & Intellectual Property

Unless expressly agreed otherwise in writing, custom developments, source code, scripts, integrations, API connectors, workflows, automation logic, methodologies and system tooling developed or supplied by Retail IT remain the intellectual property of Retail IT Group (Pty) Ltd.

The Client receives the applicable right of use subject to the terms of the relevant agreement. No transfer of intellectual property ownership occurs merely through payment of an invoice.

Delivery & Timelines

Any delivery date or implementation timeframe provided is an estimate unless expressly guaranteed in writing. Timelines may be affected by Client approvals, access, information, third-party providers, platform limitations, technical dependencies or changes to scope.

Limitation of Liability

To the fullest extent permitted by South African law, Retail IT shall not be liable for indirect, incidental or consequential losses, including loss of revenue, profit, goodwill, business opportunity or data, or for losses resulting from third-party service failures, Client decisions or suspension of services in accordance with the applicable agreement.

Third-Party Platforms

Retail IT is not responsible for the availability, performance, pricing, functionality, security, policies or changes made by third-party platforms or service providers.

Where the Client holds an Odoo Enterprise subscription, Odoo S.A. provides support for standard Odoo functionality directly to the Client under that subscription, at odoo.com/help. This support is available to the Client's staff independently of Retail IT and does not count toward Included Hours. Odoo S.A. does not support custom developments supplied by Retail IT, which remain covered under the applicable Retail IT agreement.

Taxes

Prices are exclusive of VAT unless expressly stated otherwise. VAT will be charged where applicable in accordance with South African legislation.

Quotation Validity

Unless otherwise stated on the quotation, quoted pricing is subject to confirmation at the time of acceptance where supplier pricing, exchange rates, licensing fees or third-party costs have changed.

Changes to These Terms

Retail IT may update these Terms & Conditions from time to time. Updated terms apply to quotations accepted after the update. For ongoing monthly services, updated terms apply from the start of the next billing period following thirty (30) days' written notice to the Client.

Governing Law

These Terms & Conditions and all transactions with Retail IT Group (Pty) Ltd are governed by the laws of the Republic of South Africa.

Entire Agreement

These Terms & Conditions must be read together with the applicable quotation, invoice, approved Scope of Work, proposal and, where applicable, the Retail IT Group (Pty) Ltd Service Level Agreement.

In the event of a conflict between documents, any specifically agreed written Scope of Work, quotation or variation applicable to the particular project will apply to that project to the extent of the conflict.

Payment of an invoice, approval of a quotation, or instruction to commence work confirms acceptance of the applicable commercial terms.