Cancellation and refund policy
How cancelling works, and the cases where we always refund. Part of our terms.
In short
- Payments are not refunded, except in the cases listed below.
- You can cancel any time and you're never charged again.
- Try a paid plan first with the free trial - no card needed.
Cancelling a subscription
- Cancel any time on the Billing page - no need to phone or email.
- Cancelling stops the subscription at the end of the period you've already paid for. No further debits are taken, and you keep your paid features until then.
- After that your account carries on on the Free plan, with everything you've saved kept.
Monthly plans
Monthly payments are not refunded, in full or in part. Cancelling means the next month isn't charged.
Annual plans
An annual plan is paid once for 12 months and doesn't renew by itself - we email you 40 to 80 business days before it ends so you can choose to renew. It isn't refunded when it simply runs to the end of its year. You may, however, cancel it early (Consumer Protection Act, section 14):
- On the Billing page, choose Cancel early with a refund. That is your notice; the Billing page shows the amount before you confirm.
- Your plan carries on for 20 business days (the notice period), then ends.
- We refund the paid days left in your year after the notice period, less a cancellation fee of 10% of that amount, as the Act's regulations allow.
- Free trial days that were added to your first year aren't refunded - they were free.
- We refund through PayFast, to the card or account you paid with.
No cooling-off period
A paid plan starts as soon as you've paid, and you ask for that at checkout. Because the service starts within 7 days with your consent, the 7-day cooling-off period in section 44 of the Electronic Communications and Transactions Act doesn't apply (section 42(2)(d)).
When we always refund
Whatever the plan, we refund or credit you in full for:
- a charge taken in error, or twice for the same period;
- a paid service we couldn't provide;
- an account we close ourselves when it's fair to refund the unused paid period (see the terms, section 12);
- any other case where the Consumer Protection Act or another law gives you that right.
Tell us through the contact form (choose "Billing/refunds") with the email address on your account.
Free trials
Trials are free and need no card, so there's nothing to refund - a trial simply ends and you move to the Free plan.
Questions
Use the contact form. Our company details are on the legal & contact page.