Terms, refunds & privacy

Last updated: 28 May 2026

These terms and policies apply to the use of the ZuluAlpha website, online payments, reservations, deposits, hosting subscriptions, equipment procurement, remote telescope hosting, ground-station hosting and related services.

ZuluAlpha provides remote telescope and ground-station hosting services from a private dark-sky site near Sutherland in the Northern Cape, South Africa. Our services include, as applicable, hosting space, telescope pier reservations, shared or dedicated infrastructure, power, connectivity, remote access, support, remote hands, installation assistance, and related add-on services.

By using this website, placing an order, paying a deposit, making a reservation, accepting a quotation, or using any ZuluAlpha service, you agree to these terms and policies.

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1. Terms and Conditions

1.1 Business details

Trading name: ZuluAlpha

Legal entity: ZuluAlpha Pty Ltd

Company registration number: 2025/485856/07

VAT number: 4740322591

Email: info@zulualpha.co.za

Registered business address: 11 Newark Road, Kenilworth, Cape Town, 7708

Operational site: Private observatory site near Sutherland, Northern Cape, South Africa

Website: www.zulualpha.co.za

1.2 Definitions

In these terms:

“ZuluAlpha”, “we”, “us” or “our” means the ZuluAlpha business entity identified on the relevant quotation, invoice or agreement.

“Client”, “customer”, “you” or “your” means the person or organisation using the website, making a payment, reserving a service, purchasing equipment, or entering into an agreement with ZuluAlpha.

“Services” means the hosting, reservation, installation, support, power, connectivity, remote hands, ground-station hosting, equipment procurement or related services supplied by ZuluAlpha.

“Equipment” means any telescope, mount, camera, computer, antenna, enclosure, instrument, accessory, cabling or related item owned by the Client or procured on the Client’s behalf.

“Remote Hands” means practical on-site operational assistance performed by ZuluAlpha staff, such as power cycling, cable checks, visual inspections, basic cleaning, rebooting systems, or following specific client instructions.

“Engineering Work” means more technical work, including configuration, software troubleshooting, guiding optimisation, automation, collimation assistance, firmware updates, network configuration, integration work, mechanical work, or other specialist tasks.

1.3 Scope of services

ZuluAlpha offers remote telescope hosting, ground-station hosting and related services from its site near Sutherland, South Africa.

Depending on the package, quotation or service agreement, services may include:

• reservation of telescope hosting space or a pier;
• installation and commissioning support;
• access to shared or dedicated infrastructure;
• power supply and backup power;
• internet connectivity;
• remote access support;
• weather monitoring and automated enclosure operation;
• remote hands and technical support;
• optional maintenance and monitoring services;
• procurement assistance for equipment, where agreed;
• commercial or research-grade hosting arrangements.

The exact services, pricing, technical specifications and service levels applicable to a Client will be set out in the relevant quotation, invoice, service schedule or signed agreement.

Civil works, foundations, structures, private domes, antenna pads, special cabling, dedicated power upgrades, dedicated fibre, regulatory licensing, customs clearance, shipping, import duties and other project-specific costs are excluded unless expressly included in writing.

1.4 Pricing, currency and taxes

Prices may be shown in United States Dollars (USD), South African Rand (ZAR), or another agreed currency, depending on the product or service.

Unless stated otherwise:

• hosting fees are billed monthly in advance;
• usage-based charges, such as power consumption or remote hands, may be billed in arrears;
• prices exclude VAT, taxes, import duties, customs charges, bank charges and payment-processing fees unless expressly stated;
• any bank fees, foreign exchange charges, card-processing fees or international transfer costs are for the Client’s account unless otherwise agreed;
• annual prepaid plans, discounted terms, promotional offers or custom commercial arrangements may be offered at ZuluAlpha’s discretion.

For South African card payments through the website, the merchant outlet country is South Africa. Transactions may be processed in South African Rand (ZAR) unless another currency is expressly made available at checkout or agreed in writing.

1.5 Payment methods

Payment may be made using one or more of the following methods, where available:

• credit or debit card through the approved online payment gateway;
• electronic funds transfer into ZuluAlpha’s South African bank account;
• international EFT or wire transfer;
• USD payment to ZuluAlpha’s nominated international account;
• other payment methods expressly agreed in writing.

Online card payments are processed securely through Peach Payments or another approved payment gateway. Card details are entered on the secure payment gateway environment and are not stored directly by ZuluAlpha on this website.

The Client must use the correct invoice, order or quotation number as the payment reference.

1.6 Deposits and reservations

A reservation deposit may be required to secure a telescope pier, hosting slot, installation window, equipment order or other service.

Unless otherwise stated in the relevant quotation:

• the reservation deposit is equal to one month’s hosting fee or another amount specified in the quotation;
• the deposit secures the Client’s place in the installation or hosting queue;
• the deposit may be applied to installation, setup, hosting fees, account credit or other agreed charges;
• a reservation is only confirmed once payment has cleared and ZuluAlpha has confirmed acceptance in writing;
• ZuluAlpha may decline, defer or cancel a reservation if the Client’s equipment, technical requirements, regulatory requirements, site-readiness requirements or operational risk profile cannot reasonably be accommodated.

If ZuluAlpha is unable to provide the reserved service, the Client will be refunded the applicable deposit or amount paid for the unavailable service, subject to the refund policy below.

1.7 Installation and equipment requirements

Clients are responsible for providing accurate technical information about their equipment, including dimensions, swing diameter, weight, power requirements, voltage, connectivity needs, operating system, control software, environmental requirements and any special installation requirements.

ZuluAlpha may rely on this information when allocating a pier, enclosure space, power allocation, support level, installation method or pricing tier.

If the equipment supplied differs materially from the information provided, ZuluAlpha may:

• reclassify the hosting tier;
• require additional installation or infrastructure charges;
• delay installation until the issue is resolved;
• decline to host the equipment if it cannot be safely or reasonably accommodated.

The Client remains responsible for ensuring that equipment is suitable for remote operation, including software, drivers, authentication, remote access, automation, safety behaviour and recovery procedures.

1.8 Client equipment, ownership and insurance

All Client equipment remains the property of the Client unless otherwise agreed in writing.

The Client is responsible for insuring their own equipment against loss, theft, damage, transit risk, electrical damage, environmental damage, mechanical failure and other risks. ZuluAlpha strongly recommends that all Clients maintain appropriate insurance for hosted equipment.

ZuluAlpha will exercise reasonable care when handling, installing, operating or storing Client equipment. However, except in cases of gross negligence or wilful misconduct, ZuluAlpha is not liable for damage, loss, theft, interruption, equipment malfunction, software failure, data loss, loss of observing time, loss of revenue, scientific opportunity cost, consequential loss or indirect loss.

1.9 Power, connectivity and weather

ZuluAlpha aims to provide reliable power and connectivity appropriate to the selected service tier.

Power may be billed by consumption, reserved capacity, fixed allocation, package rate or project-specific agreement.

Connectivity is dependent on upstream network providers, available infrastructure, weather conditions, power availability, regulatory constraints and other operational factors.

Weather closures, roof closures, wind holds, humidity holds, safety shutdowns, maintenance shutdowns and other equipment-protection actions may occur automatically or manually. These actions are taken to protect equipment and site infrastructure and do not constitute service failure.

ZuluAlpha cannot guarantee usable observing time, image quality, seeing, atmospheric transparency, photometric conditions, satellite pass availability, uninterrupted network connectivity, or clear weather.

1.10 Uptime and service levels

ZuluAlpha targets high availability for power and network services during clear observing hours, subject to the Client’s selected package and any applicable service level agreement.

Unless a formal SLA is agreed in writing:

• all service levels are targets and not absolute guarantees;
• weather-related closures and safety-related shutdowns are excluded from downtime calculations;
• outages caused by upstream providers, force majeure, client equipment failure, client software failure, third-party systems, regulatory interventions or scheduled maintenance are excluded;
• ZuluAlpha may, at its discretion, offer service credits for material provider-side outages.

Premium, managed, commercial, research or ground-station clients may enter into separate written service level agreements with specific uptime, response-time, maintenance and credit provisions.

1.11 Support and remote hands

ZuluAlpha may provide support by email, phone, messaging platform, remote access session or on-site intervention, depending on the Client’s package and the nature of the issue.

Basic support may be included in certain hosting tiers. Additional remote hands, engineering work, after-hours work, emergency intervention, installation work, mechanical work, software configuration, network work, hardware upgrades or troubleshooting may be billed separately.

Billable support will normally be approved by the Client before work is carried out, unless urgent action is reasonably required to protect equipment, prevent damage, restore service or secure the facility.

1.12 Acceptable use

The Client may only use ZuluAlpha services for lawful purposes and in accordance with applicable South African law, astronomy reserve regulations, telecommunications regulations, environmental requirements, licence conditions and site rules.

The Client may not use the services to:

• interfere with other clients’ equipment or data;
• access systems without authorisation;
• transmit unlawful, harmful or malicious material;
• overload shared power, network or infrastructure resources;
• operate equipment outside agreed technical limits;
• conduct regulated radiofrequency, optical communication, laser, satellite, telemetry, tracking or transmission activities without the necessary approvals, licences or written authorisation;
• create safety, regulatory, environmental or reputational risk for ZuluAlpha.

ZuluAlpha may suspend or terminate access if it reasonably believes that a Client’s use creates risk to the site, other clients, infrastructure, regulatory compliance or the business.

1.13 Website information and availability

ZuluAlpha makes reasonable efforts to keep website information accurate and up to date. However, pricing, specifications, service availability, technical details, installation timelines, infrastructure status and package descriptions may change.

Website content is provided for general information and does not constitute a binding offer unless confirmed in a quotation, invoice, written acceptance or signed agreement.

ZuluAlpha may update, suspend, modify or remove website content, products, packages, promotions or services at any time.

1.14 Intellectual property

All website content, logos, images, graphics, photographs, videos, designs, text, package descriptions and other materials are owned by or licensed to ZuluAlpha unless otherwise indicated.

Users may not copy, reproduce, modify, distribute, scrape, republish or commercially exploit ZuluAlpha content without prior written permission.

1.15 Limitation of liability

To the maximum extent permitted by law, ZuluAlpha’s liability for any claim arising from the website, online payment, hosting service, support service, equipment procurement, installation, reservation or related service is limited to the amount paid by the Client to ZuluAlpha for the affected service during the three months preceding the event giving rise to the claim.

ZuluAlpha is not liable for indirect, consequential, special or economic loss, including loss of data, lost observing time, lost imaging time, lost revenue, loss of scientific opportunity, loss of business opportunity, reputational harm, third-party claims, equipment downtime, or costs arising from client-side equipment or software failure.

Nothing in these terms excludes liability that cannot lawfully be excluded under South African law.

1.16 Force majeure

ZuluAlpha is not liable for delay, interruption, non-performance or service failure caused by events beyond its reasonable control, including extreme weather, natural disasters, fire, flood, lightning, civil unrest, crime, theft, network failure, utility failure, supply-chain delays, government action, regulatory delay, war, labour action, pandemics, transport disruption, or failure by third-party providers.

1.17 Governing law

These terms are governed by the laws of the Republic of South Africa.

Any dispute will be dealt with in accordance with South African law and, where necessary, by the competent South African courts, unless otherwise agreed in a written contract.

1.18 Precedence

If there is a conflict between these website terms and a signed agreement, quotation, service schedule or formal SLA, the signed or specifically agreed document will take precedence for that Client.

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2. Refund, Cancellation and Returns Policy

2.1 General policy

ZuluAlpha provides a combination of services, reservations, subscriptions, installation work, hosting, support and, in some cases, equipment procurement. Refunds, cancellations and returns therefore depend on the nature of the product or service purchased.

This policy applies to online payments, deposits, hosting subscriptions, equipment procurement, support work and other payments made to ZuluAlpha.

2.2 Hosting subscriptions

Hosting services are generally billed monthly in advance unless otherwise agreed.

Unless a fixed-term agreement applies, a Client may cancel a hosting subscription by giving 30 days’ written notice.

The Client remains responsible for all fees, power charges, usage charges, support charges, remote hands, approved add-ons and other amounts incurred up to the effective cancellation date.

No refund is due for a partially used billing month unless ZuluAlpha agrees otherwise in writing or is unable to provide the service.

2.3 Reservation deposits

Reservation deposits are used to secure space, installation capacity, planning time and service availability.

Unless otherwise agreed:

• if the Client cancels before installation or service activation, ZuluAlpha may deduct reasonable administrative, payment-processing, planning, procurement, installation-readiness or third-party costs already incurred;
• if ZuluAlpha cannot provide the reserved service, the relevant deposit or reservation amount will be refunded in full;
• once installation work, procurement, infrastructure allocation or onboarding has begun, the deposit may become partly or fully non-refundable to the extent that costs have been incurred;
• after equipment removal and account settlement, any refundable balance may be returned less a reasonable processing fee, currently 5%, unless otherwise stated in the Client’s agreement.

2.4 Equipment procurement and special orders

Where ZuluAlpha procures equipment, parts, accessories, computers, networking equipment, mounts, cameras, telescopes, domes, enclosures or other items on behalf of a Client, the cancellation and return terms may depend on the supplier, importer, manufacturer, courier, customs authority or third-party vendor.

Special-order, imported, custom-configured, installed, used, opened, commissioned or client-specific items may not be returnable unless defective or unless the supplier accepts the return.

The Client is responsible for any supplier restocking fees, courier charges, import duties, customs charges, bank charges, foreign exchange losses, payment-processing fees or non-refundable third-party costs associated with a cancellation or return.

2.5 Returns of physical goods

Where physical goods are sold directly through the website, returns will be assessed in accordance with applicable South African law and the condition of the goods.

To request a return, the Client must contact ZuluAlpha at info@zulualpha.co.za with:

• order number or invoice number;
• reason for return;
• photographs, where relevant;
• serial numbers, where relevant;
• proof of purchase;
• confirmation that the item is unused, complete and in its original packaging, where applicable.

Returned goods must be complete, safely packaged and returned to the address specified by ZuluAlpha. The Client is responsible for return shipping unless the item is defective, incorrect or otherwise required by law.

2.6 Defective, damaged or incorrect goods

If goods supplied by ZuluAlpha are defective, damaged on arrival, materially different from the agreed order, or incorrectly supplied, the Client must notify ZuluAlpha as soon as reasonably possible.

ZuluAlpha may require photographs, diagnostic information, inspection, return of the item, supplier assessment or manufacturer assessment before confirming the remedy.

Depending on the circumstances and applicable law, the remedy may include repair, replacement, supplier warranty assistance, account credit or refund.

ZuluAlpha is not responsible for defects, damage or failure caused by misuse, incorrect installation by the Client or third parties, unauthorised modification, power events outside agreed protections, poor maintenance, software misconfiguration, environmental exposure outside the agreed use case, or normal wear and tear.

2.7 Digital services, remote work and completed work

Fees for completed services are generally not refundable. This includes:

• installation labour;
• remote hands;
• engineering work;
• consultation;
• configuration work;
• support sessions;
• project planning;
• site-readiness work;
• custom design;
• regulatory support;
• technical documentation;
• procurement administration.

If ZuluAlpha has not yet started the work, a refund or credit may be considered, less any payment-processing fees and reasonable administrative costs.

2.8 Annual or prepaid plans

Annual prepaid plans, promotional packages and discounted advance-payment arrangements may be subject to specific terms.

If a Client cancels before the end of a discounted prepaid term, ZuluAlpha may re-rate the period already used at the standard monthly rate and refund only the remaining balance, if any, after deducting applicable costs, discounts, fees, installation costs, payment charges and outstanding amounts.

2.9 Payment-processing fees

Refunds may be reduced by non-refundable card-processing fees, international transfer fees, bank fees, foreign exchange losses, gateway fees, chargeback fees or third-party costs where these costs are not recoverable by ZuluAlpha.

2.10 Refund timing

Approved refunds will be processed as soon as reasonably possible, normally within 7 to 30 business days after approval, depending on the payment method, banking system, card network, payment gateway and any required inspection or reconciliation.

Refunds will usually be made to the original payment method unless another method is agreed or required.

2.11 Chargebacks and payment disputes

Clients are requested to contact ZuluAlpha first at info@zulualpha.co.za before initiating a chargeback or payment dispute.

Where a chargeback is initiated, ZuluAlpha may suspend the relevant order, reservation, subscription or service until the dispute is resolved.

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3. Business Address, Location and Contact Details

3.1 Contact details

Business / trading name: ZuluAlpha

Legal entity: ZuluAlpha Pty Ltd

Company registration number: 2025/485856/07

VAT number: 4740322591

Email: info@zulualpha.co.za

Website: www.zulualpha.co.za

3.2 Registered business address

11 Newark Road

Kenilworth

Cape Town

7708

South Africa

3.3 Operational site

ZuluAlpha operates from a private observatory and ground-station hosting site near Sutherland in the Northern Cape, South Africa.

General location: Near Sutherland, Northern Cape, South Africa

Site coordinates: \-32.355847, 20.646532

Access: By prior arrangement only. The site is not open for unscheduled public visits.

For security, safety and operational reasons, all site visits must be arranged in advance and approved by ZuluAlpha.

3.4 Customer support

For sales, support, billing, refunds, reservations, hosting enquiries or technical queries, please contact:

Email: info@zulualpha.co.za

Response times: We aim to respond to general enquiries as soon as reasonably possible during South African business hours. Support response times may vary depending on the Client’s hosting tier, service agreement or urgency of the matter.

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4. Privacy Policy

4.1 Introduction

ZuluAlpha respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, protect and share personal information when you use our website, contact us, request a quotation, make a reservation, purchase a service, make an online payment, subscribe to updates, or become a Client.

This policy is intended to align with South African privacy law, including the Protection of Personal Information Act, 4 of 2013, commonly known as POPIA.

4.2 Information we collect

We may collect the following categories of personal information:

• name and surname;
• company or organisation name;
• email address;
• telephone or WhatsApp number;
• billing address;
• delivery or shipping address;
• VAT or tax information, where applicable;
• payment confirmation and transaction information;
• order history, invoices and quotations;
• equipment details, technical specifications and hosting requirements;
• support requests and correspondence;
• website usage information, cookies and analytics data;
• IP address, browser type, device information and referring pages;
• marketing preferences and newsletter subscription details.

We do not intentionally collect unnecessary personal information.

4.3 Payment information

Online payments are processed by a secure third-party payment gateway, such as Peach Payments.

ZuluAlpha does not directly store full card numbers, CVV numbers or sensitive card authentication details on its website.

Payment-related information may be processed by the payment gateway, banks, card networks, fraud-prevention providers and other payment-processing partners in order to complete, verify, secure and reconcile payments.

4.4 How we use personal information

We may use personal information to:

• respond to enquiries;
• prepare quotations;
• process orders and reservations;
• provide hosting, support and related services;
• manage subscriptions and billing;
• process payments and refunds;
• procure equipment or services on your behalf;
• arrange shipping, customs, receiving or installation, where applicable;
• provide technical support;
• maintain client records;
• comply with tax, accounting, legal and regulatory obligations;
• improve our website, services and client experience;
• send service updates, operational notices or billing notices;
• send marketing updates where you have consented or where otherwise permitted by law;
• protect our website, infrastructure, clients, equipment and business from fraud, misuse or security threats.

4.5 Legal basis for processing

We process personal information where:

• you have given consent;
• processing is necessary to provide a quotation, contract, order, reservation or service;
• processing is necessary for billing, payment, tax, accounting or legal compliance;
• processing is necessary for ZuluAlpha’s legitimate business interests;
• processing is necessary to protect our rights, property, infrastructure, clients or equipment;
• processing is required or permitted by law.

4.6 Sharing personal information

We may share personal information with trusted third parties where reasonably necessary, including:

• payment gateways;
• banks and card processors;
• accountants and tax advisers;
• legal advisers;
• website hosting providers;
• email and communication providers;
• courier, freight, customs and logistics providers;
• equipment suppliers and manufacturers;
• IT, cybersecurity and support providers;
• regulatory authorities, where required;
• insurers or loss adjusters, where relevant.

We do not sell personal information.

Third parties are expected to process personal information securely and only for the purpose for which it was provided.

4.7 International transfers

Some service providers, clients, suppliers or cloud systems may be located outside South Africa. Where personal information is transferred internationally, ZuluAlpha will take reasonable steps to ensure that appropriate safeguards are in place and that the information is handled in accordance with applicable privacy requirements.

4.8 Cookies and analytics

The ZuluAlpha website may use cookies, analytics tools and similar technologies to operate the website, improve user experience, understand traffic patterns, support marketing activity and maintain security.

Users may disable cookies in their browser settings, although some website functions may not work correctly if cookies are disabled.

4.9 Marketing communications

ZuluAlpha may send marketing emails, newsletters or updates to users who have subscribed, requested information, or otherwise engaged with the business in a manner that permits such communication.

You may unsubscribe from marketing communications at any time by using the unsubscribe link in the email or contacting us at info@zulualpha.co.za.

Operational, billing, service, safety and contractual communications are not considered marketing and may still be sent where necessary.

4.10 Data security

ZuluAlpha takes reasonable technical and organisational measures to protect personal information from loss, misuse, unauthorised access, disclosure, alteration or destruction.

These measures may include secure payment processing, password-protected systems, access controls, SSL encryption, limited access to personal information, backups and reasonable cybersecurity practices.

No website, email system, payment system or internet transmission is completely secure, and users submit information at their own risk.

4.11 Retention of information

ZuluAlpha retains personal information only for as long as reasonably necessary for the purpose for which it was collected, or as required for legal, tax, accounting, contractual, operational, warranty, dispute-resolution or legitimate business purposes.

When information is no longer required, we will take reasonable steps to delete, de-identify or securely archive it.

4.12 Your rights

Subject to applicable law, you may request to:

• access your personal information;
• correct or update your personal information;
• object to certain processing;
• withdraw consent where processing is based on consent;
• request deletion of personal information where legally permissible;
• ask questions about how your information is used.

To exercise these rights, contact us at info@zulualpha.co.za.

We may need to verify your identity before processing certain requests.

4.13 Children’s privacy

ZuluAlpha does not knowingly collect personal information from children for commercial transactions without appropriate consent from a parent or legal guardian.

4.14 Information officer

Information Officer: \[insert name\]

Email: info@zulualpha.co.za

Telephone: \[insert number\]

4.15 Changes to this Privacy Policy

ZuluAlpha may update this Privacy Policy from time to time. The latest version will be published on the website with the updated date.

Continued use of the website or services after an update means that you accept the revised policy.

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5. Contact for Legal, Billing and Privacy Queries

For questions about these terms, refunds, cancellations, returns, privacy or billing, please contact:

ZuluAlpha

Email: info@zulualpha.co.za