Privacy & Company Policies
Policies & Guidelines
Here is important information about our company, including key policies, guidelines, and answers to common enquiries. These policies outline how we manage customer information, product returns, cylinder rentals, and communication with our customers.
Kovco (Pty) Ltd is committed to protecting the privacy and personal information of our clients, customers, suppliers, and website visitors. In accordance with the Protection of Personal Information Act (POPIA), we take reasonable and appropriate measures to ensure that personal information is collected, processed, stored, and protected in a lawful and responsible manner.
Personal information may be collected when individuals interact with Kovco through communications, business transactions, website forms, account registrations, quotations, orders, or other interactions with our company. This information may include names, company details, contact information such as telephone numbers and email addresses, delivery and billing addresses, order or transaction information, and records of communications. Personal information is collected only where necessary to conduct legitimate business activities or provide requested services.
The personal information collected by Kovco may be used for a variety of business purposes including responding to enquiries, preparing quotations, processing orders, arranging deliveries, providing customer support, issuing invoices, maintaining internal records, improving our services, and complying with legal or regulatory obligations. Personal information will not be sold, rented, or distributed to third parties for marketing purposes.
In order to operate our business effectively, Kovco may share limited personal information with trusted third-party service providers where necessary. These may include courier and logistics providers, payment processing providers, IT and hosting providers, and other service partners involved in fulfilling business operations. Any such third parties are required to handle personal information responsibly and only for the purposes for which it was provided.
Kovco takes reasonable technical and organisational measures to protect personal information from unauthorised access, disclosure, alteration, loss, or misuse. While appropriate safeguards are implemented, no method of electronic transmission or storage can be guaranteed to be completely secure, and users provide information at their own risk.
Personal information will be retained only for as long as reasonably necessary to fulfil the purposes for which it was collected or as required by applicable law, including accounting, tax, and regulatory obligations.
When visiting our website, certain technical information may be collected automatically for analytical and operational purposes. This may include information such as browser type, device information, IP address, pages visited, and general usage patterns. This information is used to improve website functionality, performance, and user experience and generally does not identify individual users.
In the future, where online ordering or customer account functionality is available on our website, additional information may be collected to process orders, manage customer accounts, facilitate payments, and arrange deliveries. Such information will be processed in accordance with this privacy policy and applicable laws.
In terms of POPIA, individuals have the right to request access to personal information held by Kovco and may request corrections, updates, or deletion of such information where appropriate. Requests relating to personal information may be directed to Kovco using the contact details available on our website.
By interacting with Kovco, submitting information through our website, requesting services, or conducting business with our company, you consent to the collection and processing of your personal information as described in this policy.
Kovco reserves the right to review and update this policy from time to time in order to ensure continued compliance with applicable laws, regulations, and business practices.
Kovco (Pty) Ltd offers a return period of up to 30 days from the date of purchase for standard stocked products. To qualify for return, items must be unused, uninstalled, and returned in their original packaging and condition. Proof of purchase must be provided for all return requests.
Due to the specialised nature of HVAC and refrigeration components, products that have been installed, connected, energized, modified, or used in any way may not be eligible for return. Electrical and electronic components, compressors, motors, control boards, sensors, and similar equipment that show signs of installation or use cannot be accepted for return unless confirmed to be defective under the applicable manufacturer warranty.
Compressor and motor warranty claims may require supporting technical information, including installation details, system conditions, electrical supply information, or oil and refrigerant analysis where applicable. Failures resulting from incorrect installation, improper electrical supply, system contamination, lack of lubrication, incorrect refrigerant use, or inadequate system protection devices are not considered manufacturing defects. Kovco (Pty) Ltd reserves the right to submit such products to the manufacturer or authorised service provider for inspection before any warranty decision is made.
Products supplied in sealed containers, including refrigerants, compressor oils, lubricants, chemicals, and similar consumables, may not be returned once opened unless confirmed to be defective.
Refrigerant cylinders supplied by Kovco (Pty) Ltd are intended solely for the storage and transport of the refrigerant originally supplied in that cylinder. Cylinders must not be used for refrigerant recovery or mixing of refrigerants. Cylinders returned contaminated, damaged, or altered may be subject to cleaning, testing, recertification, or repair charges.
Products that are specially ordered, imported, manufactured to specification, or supplied for a specific customer requirement are generally non-returnable unless supplied incorrectly or confirmed to be defective. Where an incorrect product was supplied, it must remain unused and in its original sealed condition to qualify for return.
All returns are subject to inspection and approval by Kovco (Pty) Ltd. Returns that do not comply with this policy or cannot reasonably be resold as new may be refused. Approved returns may be subject to a reasonable handling or restocking fee.
Refunds or account credits will only be processed once the returned product has been received and inspected.
Kovco (Pty) Ltd primarily supplies specialised HVAC and refrigeration products intended for installation by qualified technicians and industry professionals. Customers are responsible for ensuring products are correctly specified, installed, and operated according to manufacturer guidelines and industry standards.
This policy is applied in accordance with the provisions of the Consumer Protection Act 68 of 2008 and other applicable South African legislation. Nothing in this policy is intended to limit any rights afforded to consumers under applicable law.
Kovco (Pty) Ltd reserves the right to update or amend this policy from time to time.
1. Overview
Kovco (Pty) Ltd operates a cylinder rental system to enhance tracking and accountability of refrigerant cylinders. Each cylinder has a unique serial number, allowing full tracking and verification of rental periods. This system is managed by an independent IT development house, which maintains the rental records and applies a percentage charge on all rentals.
2. Rental Process for Account Customers
a. Customers are invoiced only for the refrigerant.
b. A separate Rental Note is issued, listing the cylinder numbers and the date taken.
c. Rental is charged monthly, invoiced in arrears on or near the first day of the month.
d. A monthly report is provided by the independent IT company, detailing rental charges for each cylinder.
3. Grace Period & Rental Charges.
a. The month in which the cylinder is taken is rental-free (e.g., if taken in January, no rental is charged for January).
b. The following month is also rental-free (e.g., if the cylinder is not returned in February, no rental is charged for February).
c. If the cylinder is still not returned by the end of February, a full month's rental will be charged in March for the entire month.
d. Rental will continue to be charged monthly until the cylinder is returned or reaches the maximum rental period of 44 months.
e. After 44 months, the cylinder is considered written off, and no further rental charges will apply.
4. Cylinder Condition & Refurbishment.
Cylinders supplied by Kovco (Pty) Ltd form part of a managed cylinder pool and must be returned in a serviceable condition suitable for reuse. If cylinders are returned damaged, excessively rusted, modified, contaminated, or otherwise requiring refurbishment, Kovco (Pty) Ltd reserves the right to charge the customer for the costs associated with restoring the cylinder to serviceable condition.
Such costs may include cleaning, internal flushing, valve replacement, sandblasting, pressure testing, certification, or other required servicing as required by the cylinder owner or appointed service provider.
5. Non-Return Valves.
Cylinders are supplied with non-return valves fitted for safety and contamination control. If a cylinder is returned with the non-return valve removed, damaged, or tampered with, Kovco (Pty) Ltd reserves the right to charge the customer for cleaning, flushing, valve replacement, and any associated labour required to restore the cylinder to safe operating condition, including any servicing required by the cylinder owner or appointed service provider.
6. Use of Cylinders
Cylinders supplied by Kovco (Pty) Ltd are intended solely for the storage and transport of the refrigerant originally supplied in that cylinder. Cylinders must not be used for refrigerant recovery, mixing of refrigerants, or storage of any other substances.
If a cylinder is returned containing incorrect refrigerant, mixed refrigerants, recovered refrigerant, oil, moisture, or any other contaminants, Kovco (Pty) Ltd reserves the right to charge the customer for all costs associated with testing, evacuation, cleaning, disposal of contaminated refrigerant, cylinder servicing, and any related losses incurred.
7. Lost Cylinders or Termination of Rental.
a. Customers remain responsible for cylinders while in their possession. If a cylinder is lost, not returned, or the customer wishes to terminate the rental before returning the cylinder, Kovco (Pty) Ltd reserves the right to charge the applicable cylinder replacement value (equivalent to the cylinder replacement or deposit value), together with any outstanding rental charges accrued up to that date.
b. Cylinders are considered returned only once they have been physically received and recorded in the Kovco cylinder tracking system.
8. Cylinder Rental for Cash Sales.
a. A cylinder prepayment rental charge is applied to all cash sales.
b. Upon return of the cylinder, a credit will be issued against the cylinder prepayment rental charge, and the incurred rental will be billed separately.
9. Customer System Access.
The suppliers of the system can provide you with access to the system so that you can on-charge rentals to your customers. There may be a small setup fee, and thereafter, charges will be a percentage of the rental value. You will no longer have cash flow tied up in deposits, with the added benefit of being able to track each and every cylinder that has moved into and out of your warehouse.
10. Refund Policy for Deposits.
a. Existing cylinder deposits are refundable within 12 months of system implementation (1 June 2016).
b. Cylinders returned after 12 months receive a refund minus accrued monthly rental fees beyond the changeover date.
Kovco (Proprietary) Limited – Email Disclaimer
- Confidentiality Notice
This email and any attachments are confidential and intended solely for the use of the named recipient(s). If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, distribution, or use of the contents is strictly prohibited and may be unlawful. Please notify the sender immediately and delete the email from your system. - Privacy & Data Protection
Kovco (Proprietary) Limited complies with the Protection of Personal Information Act (POPIA) and is committed to protecting personal data. Any personal information shared in this communication is handled in accordance with our privacy policies and applicable laws. Reasonable steps are taken to secure and safeguard all such information. - Limitation of Liability
Kovco accepts no liability for any loss, damage, or expense arising from this email or any attachments, including any harm caused by viruses or malicious software. While every effort is made to ensure the integrity of our communications, the recipient is responsible for verifying the safety of this message. The views and opinions expressed are those of the sender and may not necessarily reflect those of Kovco. - No Contractual Obligation
Unless expressly stated and confirmed in a duly signed written agreement, no email or attachment shall be interpreted as forming a legally binding contract on behalf of Kovco. - Reporting & Contact
If you have received this email in error, please notify the sender promptly and permanently delete it from your system.
You can reach our customer support team by emailing info@kovco.co.za or calling +27 21-511-0866. Our dedicated team is available to assist with any inquiries or issues.
We’re committed to providing prompt and effective solutions to ensure your satisfaction.