How we deliver Vigil services and handle cancellation, refunds and billing corrections.
Last updated: 8 October 2026
1. Who provides the service
Vigil is a digital managed email-authentication service provided by The Vigilance Initiative Group (Pty) Ltd (“TVIG”, “we”, “us”) in South Africa. Vigil is our service brand, not a separate contracting party.
This policy should be read with our Terms of Service, Privacy Policy and your accepted agreement and order. It explains our delivery and refund arrangements; it does not replace an existing agreement or remove any right you have under applicable law.
If a reseller invoices you for the service, contact that reseller about your retail contract and payments. TVIG handles charges under its own agreements with its contracting partners and customers.
2. Electronic delivery and activation
Services are delivered electronically through managed configuration, portal access and reporting as agreed for your package. No physical goods are shipped.
Once payment and the required customer authority, access and sender information have been received, activation is normally completed on the same business day or by the end of the next business day, unless a later start date is agreed. Business days are Monday to Friday, excluding South African public holidays. Weekend and public-holiday assistance is discretionary unless separately agreed.
If missing information or a technical dependency prevents activation, we will explain what is needed and communicate the revised timing. We confirm when the agreed activation work is complete. Creating an account alone is not completed delivery.
Activation does not guarantee immediate DNS propagation, incoming DMARC reports or enforcement of a particular policy. Policy changes follow the agreed approval process. Service levels and responsibilities remain those in your accepted agreement.
3. Contract term and renewal
Your accepted agreement and order specify your service, charges, term and renewal arrangements. New reseller customer packages normally carry a minimum commitment of twelve full calendar months plus any opening partial month. Monthly billing does not shorten that commitment. Existing agreed terms remain in place.
Where your accepted reseller agreement uses the standard renewal terms, each term renews for another twelve months unless written non-renewal notice reaches us by 17:00 South African Standard Time on the last day of the month before the final full month of the term. For a 1 January renewal, that deadline is 30 November. Your accepted agreement and any applicable statutory rules determine the notice required.
4. Cancellation and early termination
A request to stop using the service or prevent renewal does not by itself end an existing commitment. Early release requires our written agreement or a lawful right to terminate. Fees properly due remain payable under the agreement. This policy does not automatically make every remaining instalment immediately due or introduce an automatic exit penalty.
Lawful termination, including for an unremedied material breach, remains available under the applicable agreement and law. Agreed notice and remedy periods, handover arrangements and data-export rights continue to apply. Closing a partner account does not automatically cancel every committed customer package.
This policy does not retrospectively remove a cancellation or notice right in your existing accepted terms, including a shorter notice period. Where a statutory cancellation right applies, exercising it does not depend on us granting discretionary approval.
5. Refunds and billing corrections
We do not offer an automatic change-of-mind refund for a committed service. Refunds remain available where required by law or agreed in writing.
We will investigate duplicate payments, overpayments, billing errors and complaints about service not supplied as agreed, and correct confirmed errors. A service credit will not replace a monetary refund where a refund is legally due.
We will explain any refund due, including the amount, payment method and expected timing, subject to applicable legal deadlines. Card refunds are returned to the card used for the original payment, with a refund receipt. Other payment methods follow the applicable provider process. We do not promise instant bank clearance.
Nothing in this policy excludes a cancellation, cooling-off, refund or other right that applicable law gives you. Where such a right applies, it takes precedence over inconsistent wording in this policy or an agreement. Service activation alone does not remove those rights.
6. How to contact us
Send cancellation, non-renewal, refund and billing-correction requests to partner@vigil.solutions. Include enough information to identify your organisation and invoice or service, the outcome you are requesting and a reason where relevant. You do not need to give a reason where the law allows cancellation without one. Follow the notice requirements in your accepted agreement where applicable.
For activation or service-delivery problems, contact operations@vigil.solutions.
Do not send full card numbers, card security codes, passwords or banking credentials with your request.
7. Supplier details
The Vigilance Initiative Group (Pty) Ltd
Company registration number: 2026/385557/07
Registered office and notice address: 45 Wingate Square, Sunningdale, Bloubergstrand, Western Cape, 7441, South Africa
Transaction currency: South African rand (ZAR)
Commercial contact: partner@vigil.solutions