Refund & Cancellation Policy

Nothing in this Policy limits any right you have under the CPA or ECTA that cannot lawfully be excluded.

1. Summary

2. How to cancel

1. 2.1 You can cancel by:
   • using the cancel subscription option in your Account's billing settings; or
   • submitting a cancellation request through the contact form at https://redcore360.co.za, stating your company name and the Account concerned.
2. Please send it from, or quote, the account owner's email address so we can verify the request.
3. 2.2 We will confirm cancellation in writing. Cancellation is effective from the date we receive your request, and your subscription will not renew after the current paid period.
4. 2.3 If you bought through a Reseller, you may cancel through the Reseller or directly with us. Any refund of amounts you paid to the Reseller will be processed by the Reseller under its agreement with you, but your statutory rights remain enforceable.

3. Free trials

1. No payment details are required to start a free trial and no payment is taken during it. If you do not select a paid plan when the trial ends, your Account will be restricted. Your trial data is kept for 30 days so you can subscribe and continue, after which it may be deleted.

4. Monthly and annual subscriptions

1. 4.1 Monthly plans may be cancelled at any time. Cancellation takes effect at the end of the current billing month. Fees already paid for that month are not refunded, but you keep full access until it ends.
2. 4.2 Annual plans carry a 14-day satisfaction guarantee from the date of your first annual payment. If you cancel within this period, we will refund the annual fee in full, less any once-off onboarding or setup fees for services already performed. After 14 days, annual plans are non-refundable for the remainder of the term, except as set out in clauses 5 and 6, and will not renew once cancelled.
3. 4.3 Renewals. We will send annual subscribers a renewal reminder at least 30 days before renewal. If you cancel within 7 days after an annual renewal charge and have not materially used the Service since renewal, we will refund the renewal fee.
4. 4.4 Downgrades and user reductions take effect from the next billing period. We do not refund the difference for the current period.
5. 4.5 Once-off services such as onboarding, data migration, configuration or training are non-refundable once performed. If cancelled before work starts, they are refunded in full; if partly performed, we will refund the portion not yet performed.

5. Your statutory rights

1. 5.1 ECTA cooling-off (natural persons only). If you are an individual (not a company, close corporation, trust or other juristic person) and you bought the Service online, you may cancel within 7 days after concluding the agreement, without giving a reason and without penalty, in terms of section 44 of ECTA. We will refund any payment within 30 days of cancellation. We may deduct only the direct cost of returning any goods, which does not apply to an online service.
2. 5.2 CPA direct marketing cooling-off. If you entered into the agreement as a result of direct marketing and the CPA applies to you, you may cancel by written notice within 5 business days under section 16 of the CPA.
3. 5.3 Fixed-term agreements (CPA section 14). If the CPA applies to you and you are a natural person on a fixed-term agreement (such as an annual plan), you may cancel on 20 business days' written notice. We may charge a reasonable cancellation penalty as allowed by the CPA and its regulations, taking into account the amount of the term remaining, the value of any discount you received for committing to the term, and the fact that the unused portion of a subscription is not easily resold. Any balance of prepaid fees in excess of amounts due and the penalty will be refunded within 15 business days.
4. 5.4 Who the CPA protects. The CPA applies to natural persons and to juristic persons with annual turnover or asset value below the threshold set by the Minister (currently R2 million). Section 14 does not apply to juristic persons.

6. Service failures and our changes

1. 6.1 If the Service fails to perform materially as described and we cannot fix the problem within a reasonable time after you notify us in writing, you may cancel and we will refund prepaid fees for the unused portion of your Subscription Term (pro rata), or apply a credit if you prefer to stay.
2. 6.2 If we materially reduce the core functionality of your paid plan, change these terms to your material disadvantage, or increase the price during a prepaid term (which we undertake not to do), you may cancel before the change takes effect and receive a pro rata refund of prepaid fees for the unused period.
3. 6.3 If we terminate your account for convenience (not because of your breach), we will refund prepaid fees for the unused period in full.

7. When refunds are not given

1. To the extent permitted by law, refunds are not given where:
   • you have not used the Service or forgot to cancel before renewal (other than under clause 4.3);
   • your account is suspended or terminated because of your breach of the Terms, including non-payment or breach of the acceptable use rules;
   • the issue is caused by third-party services, your own systems, internet connectivity or power supply; or
   • you downgrade or remove users partway through a billing period.

8. How refunds are paid

1. 8.1 Refunds are paid to the original payment method or, if that is not possible, by EFT to a South African bank account in the account holder's name, after we verify the request.
2. 8.2 We will process approved refunds within 10 business days, and in any event within 30 days where ECTA applies. Your bank may take additional time to reflect the funds.
3. 8.3 Refunds are made in ZAR and include any value-added tax originally charged. Where VAT was charged, we will issue a credit note in accordance with the Value-Added Tax Act 89 of 1991.

9. Billing disputes and chargebacks

1. If you believe you were charged incorrectly, please tell us through the contact form at https://redcore360.co.za within 30 days of the charge so we can investigate and correct it quickly. We ask that you contact us before initiating a chargeback or debit-order dispute. This does not affect your rights against your bank.

10. Your data after cancellation

1. 10.1 After your subscription ends, your Account becomes read-only or restricted and you have 30 days to export your data using the export tools or by request to us.
2. 10.2 After 30 days, we delete your Customer Data from live systems, and from backups within 90 days, unless we are required by law to keep it. Billing records are retained for 5 years as required by tax law. See our Privacy Policy for details.
3. 10.3 If you reactivate within the 30-day period, your data will be restored as it was.

11. Contact

1. If we cannot resolve a complaint, and the CPA applies to you, you may refer it to the National Consumer Commission (https://thencc.org.za) or an accredited ombud.

Need Assistance with Billing?

Our accounts team is here to assist. Email us at billing@redcore360.co.za