Cancellation guidelines

Which law protects your organisation

South African consumer law does not treat every customer the same, and it is worth knowing where your organisation sits before you rely on a statutory right.

• The CPA covers smaller organisations and individuals. The Act applies to you as a “consumer” if you are a natural person, or a juristic person — a company, close corporation, trust, school governing body or non-profit — whose asset value or annual turnover is below the threshold set by the Minister, currently R2 million.
• Section 14 of the CPA is narrower still. The fixed-term cancellation right in section 14 expressly does not apply to transactions between juristic persons, whatever their turnover. Most of our customers are colleges, schools and companies, so section 14 will usually not apply — the contractual terms below are what governs.
• ECTA's cooling-off right is for natural persons. ECTA defines a consumer as a natural person, so the seven-day cooling-off right in section 44 is available to a sole proprietor or individual signing up in their own name, not to an organisation.
• Larger organisations contract on ordinary commercial terms. If you are above the CPA threshold, the terms of this policy and your order form govern, together with the common law of contract.

Cancelling during the free trial

Every new organisation gets a 14-day free trial with access to Growth plan features. No card details are required to start one, so there is nothing to cancel and nothing to pay if you decide Zazify is not for you.

• You may cancel a trial at any point before it ends, at no cost.
• If you do not add a paid plan, the trial simply expires after 14 days and the account becomes read-only. Nothing is charged automatically, because we hold no payment mandate.
• If you upgrade during the trial, billing starts immediately on the plan you choose, and the paid-plan terms below apply from that point.

Cancelling a paid subscription

Paid plans are billed in advance — monthly or annually, in South African Rand — and renew automatically until cancelled. Cancelling switches off the automatic renewal. It does not cut short the period you have already paid for.

• Monthly plans. Your plan stays active until the end of the current monthly period, then closes. No further collection is presented to your bank or card issuer.
• Annual plans. Your plan stays active until the end of the current 12-month term, then closes. The next annual charge is not raised.
• Once-off payment methods. Where you paid by instant EFT, SnapScan or a wallet, each period is a fresh push payment rather than an automatic collection — so simply not paying the next invoice ends the plan. Please still tell us, so we close the account properly and stop invoicing you.

How to cancel

Simply follow these easy steps

1. 1

   Open Billing in your Zazify dashboard.

   Sign in as the billing administrator and go to Billing. You will see your current plan, billing cycle and next renewal date.

2. 2

   Choose Cancel plan and confirm.

   The change is recorded immediately and the screen shows you the exact date your access ends. Prefer it in writing? Email support@zazify.co.za from the registered billing address instead, naming your organisation and plan. Both routes count as written notice.

3. 3

   Keep our written confirmation.

   We confirm every cancellation by email, with the effective date. Keep it — it is your proof of the date notice was given. If it has not arrived within one business day, contact us, because an unconfirmed cancellation may not have been recorded.

Stopping the payment at your bank is not a cancellation. Reversing a collection or asking your bank to block the mandate prevents future collection, but it does not close your Zazify account and it does not settle amounts already due. Cancel with us as well.

When cancellation takes effect

Cancellation is effective at the end of the billing period during which we receive your notice, provided it reaches us at least five business days before the renewal date. Notice received inside that window may only take effect at the end of the following period, because the collection has already been submitted to the payment gateway.

• More than five business days before renewal. No further charge. Access runs to the end of the current period.
• Within five business days of renewal. The pending collection may still go through. That period then runs in full and the plan closes at the end of it.
• Straight after an unwanted renewal. Contact us — early-renewal reversals are assessed under the Refund Policy.

Remember that public holidays shift these dates. A notice sent on the afternoon of 15 December will be counted from the next business day, and the December and Easter periods carry several public holidays in quick succession.

Statutory cancellation rights

Where the CPA or ECTA does apply to you, these rights sit on top of everything above and we will not ask you to waive them.

• Fixed-term agreements — CPA section 14. Where section 14 applies, you may cancel a fixed-term agreement at any time by giving 20 business days' written notice, even before the term ends. The Act allows a supplier to charge a reasonable cancellation penalty in that case, and we will tell you the amount in writing before it is raised. Section 14 also caps a fixed term at 24 months unless a longer term demonstrably benefits you.
• Cooling-off — ECTA section 44. A natural person who buys electronically may cancel within seven days of concluding the agreement, without reason and without penalty, and is entitled to a full refund within 30 days of cancelling. Note the statutory exclusion in section 42(2) for services that started with your consent before those seven days expired — which is what happens when you activate a Zazify workspace immediately.
• Automatic renewals — CPA section 14(2)(d). Where section 14 applies, we must notify you in writing between 40 and 80 business days before a fixed term expires, setting out any material changes that would apply if it renews. We send that notice to your billing administrator.

Downgrades and plan changes

You do not have to cancel to spend less. Plans can be upgraded or downgraded at any time from the Billing page, and the difference is prorated against your current period.

• Upgrades take effect immediately, and you are charged the prorated difference for the remainder of the period.
• Downgrades take effect immediately, with the prorated credit applied to your next invoice. Where a downgrade takes you below the seat, storage or feature limits of the lower plan, you will be asked to bring usage within those limits first.
• Seasonal intakes. If your enrolment swings with the academic year, talk to us before you downgrade — we would rather size the plan to your intake calendar than have you cancel in December and rebuild in January.

Your records after cancellation

Cancelling deletes nothing immediately. When the paid period ends, your organisation moves to a read-only state and we retain your data for 90 days. For learner personal information you are the responsible party under the Protection of Personal Information Act 4 of 2013 (POPIA) and Zazify is your operator, so we act on your instructions and we do not keep records for longer than the purpose requires.

• During those 90 days, administrators can sign in to export learner records, course content, assessment results and compliance reports — and can reactivate the account by choosing a plan.
• After 90 days, organisation data is scheduled for permanent deletion or de-identification, in line with section 14 of POPIA.
• We keep what the law obliges us to keep, and nothing more: accounting and tax records for five years under section 29 of the Tax Administration Act 28 of 2011, and company records for seven years under the Companies Act 71 of 2008.
• Residual copies in encrypted backups are purged on the normal backup rotation.

Enterprise, SETA-funded and public-sector agreements

Organisations on Enterprise plans, pilot programmes, sponsored cohorts, or any arrangement covered by a signed order form or master services agreement are governed by the notice period and termination terms of that agreement. Where those terms conflict with this policy, the signed agreement prevails.

Unless the agreement says otherwise, notice of non-renewal for a fixed-term enterprise agreement must reach us in writing at least 30 days before the end of the term.

• Where you contract through a purchase order, cancellation must come from a person authorised on that order, and we will issue a closing invoice or credit note against it.
• Where you are an organ of state, we invoice on the 30-day payment terms contemplated by the Public Finance Management Act 1 of 1999 and its Treasury Regulations, and cancellation does not affect amounts already certified as due.
• Where a SETA, employer or other sponsor pays for a cohort, cancellation ends new enrolment but we will not cut off learners mid-programme without agreeing an exit plan with you first.

Cancellation or suspension by Zazify

We may suspend or cancel an account where

• payment fails and remains unpaid after we have notified you and allowed a reasonable period to put it right;
• the platform is used unlawfully, or in breach of our terms of service or acceptable-use rules;
• continued use poses a security, privacy or integrity risk to other customers or to learner personal information.

Except where the law or a serious security risk requires immediate action, we give you written notice and a reasonable opportunity to remedy the problem first, as the CPA expects of a supplier. If we cancel a paid plan for a reason that is not your fault, we refund the unused portion of your term under the Refund Policy, and we will give you a reasonable window to export learner records before access closes.

Complaints and dispute resolution

Start with us — email support@zazify.co.za and ask for the matter to be escalated. A senior team member who was not part of the original decision will review it and respond within ten business days. If that does not resolve it, South African law gives you further routes, and using them costs you nothing:

• the Consumer Goods and Services Ombud, for complaints falling under the Consumer Goods and Services Industry Code;
• the National Consumer Commission, established under section 85 of the CPA, or the National Consumer Tribunal;
• the Information Regulator (South Africa), for complaints about personal information under POPIA;
• the ordinary courts, or a small claims court where the amount falls within its jurisdiction.

Nothing in this policy limits or replaces any right you have under the CPA, ECTA or POPIA. Where a statutory right gives you a better outcome than this policy, the statutory right applies.

Changes to this policy

We may update this policy from time to time. When we make a material change we will post the revised version here with a new effective date, and notify billing administrators by email at least 30 days before it takes effect. Cancellations already in progress are handled under the policy in force when the notice was received.

Talk to us first

If something is not working, or the plan is not the right shape for your intake, tell us before you cancel — most of the time we can fix it. Either way, our team is here, in South African hours:

• Email support@zazify.co.za
• Call 071 859 6647
• Post: Zazify (Pty) Ltd, Katherine & West Building, Sandton, Johannesburg, Gauteng, South Africa

This policy is written to be read and used, not to be litigated. It is not legal advice, and it does not limit your rights under South African law.