Refund guidelines

Try it before you pay

Every new organisation gets a 14-day free trial with full access to Growth plan features, and no card details are required to start it. The trial exists so you can test learner onboarding, course building, sponsor linking and your SETA reporting workflow before any money changes hands.

There is a legal reason to use it, too. ECTA's seven-day cooling-off right does not extend to services that began with your consent before those seven days expired — which is exactly what happens when a workspace is activated on signup. Fourteen days without a card is a better protection than seven days of argument, so please use the trial to confirm Zazify fits. A change of mind after the trial is not on its own a ground for refunding a period already billed, though you can cancel at any time so nothing further is charged.

Your statutory refund rights

Where the CPA or ECTA applies to you, these rights sit on top of everything below, and we will not ask you to sign them away.

• Cooling-off refunds — ECTA section 44. A natural person who cancels an electronic transaction within the seven-day cooling-off window is entitled to a full refund, and the Act requires it to be paid within 30 days of the cancellation. The only charge that may be levied is the direct cost of returning goods, which does not arise for a hosted service.
• Substandard service — CPA section 54. Where the CPA applies, you are entitled to services performed in a manner and quality that a person is generally entitled to expect. If we fall short, you may require us to remedy the defect or to refund a reasonable portion of what you paid, having regard to the value of what you did receive.
• Unilateral changes — CPA section 14. Where a fixed-term agreement is cancelled because of a material change we imposed, you are not left carrying the cost of the balance of the term.
• Overcharging. An amount collected that you never agreed to comes back in full, whatever your size and whichever Act applies. That is a term of this policy, not a concession.

When we refund

We issue a refund, without argument, where

• You were charged twice. The full duplicate amount goes back to the original payment method.
• We made a billing error. You get the full difference between what you were charged and what you should have been charged.
• A charge landed after a valid cancellation. The whole charge that should never have been raised is refunded.
• The transaction was unauthorised or fraudulent, once confirmed with the gateway and the acquiring bank. The full amount is refunded.
• Zazify cancelled your paid plan through no fault of yours. You get a pro-rata refund of the unused portion of the term.
• The platform was materially unavailable for a prolonged period. You get a pro-rata credit or refund for the affected time.

Non-refundable situations

Refunds are generally not available for

• the remainder of a monthly period after you cancel — cancellation stops the next renewal, and you keep access until the period ends;
• periods in which the account was live and available to you, whether or not your team actually used it;
• a downgrade mid-period, which is handled as a prorated credit against your next invoice rather than a cash refund;
• accounts suspended or closed for breach of our terms of service or acceptable-use rules;
• bank charges, card issuer fees and interchange costs we never received;
• custom implementation, migration, integration or facilitator training already delivered.

Downtime falling within scheduled maintenance windows, or caused by your own network, devices, load-shedding at your premises, or third-party integrations, is not treated as platform unavailability for the purposes of the section above. None of these exclusions displaces a right you have under the CPA or ECTA.

How to request a refund

Simply follow these easy steps

1. 1

   Email support@zazify.co.za from your billing address.

   Write from the billing administrator's registered email address so we can verify the request against the account without a back-and-forth.

2. 2

   Give us the organisation, transaction and reason.

   Include your organisation name and plan, the transaction date and amount, the reference from your tax invoice or the gateway, and what went wrong. The more detail, the faster we can act.

3. 3

   We review and process it.

   We acknowledge within two business days and aim to decide within five. Where we need something from PayFast, Paystack or your bank, we will tell you and keep you posted.

Requests should reach us within 30 days of the charge you are querying. We will still consider a later request, and a statutory right is not lost because an internal window has closed — but the gateways and card schemes impose their own limits on reversals, so older transactions often have to be settled by EFT instead.

Refund processing time

Approved refunds go back to the original payment method, through the gateway used for the original transaction — a rule set by the card schemes and by South African anti-money-laundering law, not by us. We cannot refund to a different card, account or person. Where the original method is closed or unreachable, we arrange an EFT to a verified South African bank account in the account holder's name.

• Credit and debit cards: 5–10 business days after approval, depending on your issuing bank.
• Instant EFT and bank transfers: 3–7 business days after approval.
• SnapScan, Apple Pay and other wallets: 5–10 business days after approval.
• ECTA cooling-off refunds: within 30 days of cancellation, as the Act requires.

Apart from the statutory 30-day rule, these windows are set by the card schemes and the banks. Our part — releasing the refund at the gateway — happens as soon as the request is approved.

Rand, VAT and credit notes

All Zazify pricing, billing and refunds are in South African Rand. Where we are registered as a VAT vendor, prices shown include VAT at the standard rate, and you receive a tax invoice that meets the requirements of the Value-Added Tax Act 89 of 1991.

• Refunds are made for the exact Rand amount originally received, VAT included where VAT was charged.
• Every refund is accompanied by a credit note issued under section 21 of the VAT Act, available on your Billing page, so your bookkeeper can reverse the input tax cleanly.
• If your bank or card issuer converted the original payment from another currency, the amount you receive back may differ slightly once it is converted again. That difference comes from exchange rates and issuer fees, and is outside our control.

Chargebacks and disputed collections

You are entitled to dispute a transaction with your bank, and nothing here takes that away. We would simply rather fix it faster than the banking system can.

• A chargeback freezes the transaction while the acquiring bank and the gateway investigate, which typically runs for weeks. A refund from us usually clears in days.
• Where a recurring card mandate has been collected in error, tell us and we will reverse it directly at PayFast or Paystack.
• Where a dispute is lodged against a charge we have already refunded, we will send you and your bank the proof of refund so the matter closes without a double credit.

If you disagree with our decision

Reply to the decision email and ask for it to be escalated. A senior member of the team who was not part of the original decision will review it and respond within ten business days.

If you are still not satisfied, South African law gives you further routes and using them costs you nothing: the Consumer Goods and Services Ombud; 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; or the ordinary courts, including 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. Refund requests already submitted are assessed under the policy in force when we received them.

We appreciate your feedback

If you do ask for a refund, we would be grateful to know why. That feedback is the fastest way we find out what is not working for South African training providers, and it shapes what we build next. 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.