Refund
Policy.

Last updated 19 October 2026. You can cancel any subscription with 30 days' notice, billing mistakes are always refunded in full, and work we have not started is refunded. This policy explains the details for each product.

1. Your rights under the law come first

Nothing in this policy limits rights you have under South African law.

• Online purchases by consumers (ECTA): if you are an individual consumer and bought online, you may cancel within 7 days without giving a reason, unless the service has already started with your agreement.
• Direct marketing sales (CPA): if the sale came from direct marketing and the Consumer Protection Act applies to you, you may cancel within 5 business days.

Most of our clients are businesses, so these rights will not always apply. Where they do, we follow them.

2. Subscriptions

• Subscriptions are billed monthly in advance.
• You may cancel with 30 days' written notice to accounts@thynkverse.co.za. Access continues until the end of the notice period.
• We do not refund part of a month that has already started.
• Annual plans paid upfront: if you cancel, we refund the remaining full months, less any discount you received for paying annually.

3. Setup, onboarding and training

• Cancelled before the work starts: full refund.
• Once the work has started: not refundable, because the time has been spent setting up your company.

4. Custom development and projects

• A deposit of 50% is paid before work starts.
• If you cancel, we refund what you paid for work not yet done, based on the milestones in your quote.
• Milestones already delivered and approved are not refundable.

5. Prepaid credits

This covers usage-based items such as ThynkSign signing credits.

• Unused credits are refundable in full within 7 days of purchase if none have been used.
• After that, credits are not refundable, and are valid for 12 months from purchase.

6. If a product is down

If a product you pay for is unavailable for more than 2 consecutive business days because of a fault on our side, you get a pro-rata credit for those days on your next invoice. If you cancel instead, we refund it.

This does not apply to:

• Scheduled maintenance we gave notice of.
• Outages of third-party services, such as Microsoft 365, WhatsApp, credit bureaus or the NCR's systems.
• Problems in your own environment, network or devices.
• Suspension because of non-payment or misuse.

7. Billing mistakes

If we charge you twice, charge the wrong amount, or charge after a cancellation took effect, we refund the difference in full within 14 days of confirming it.

8. What is not refundable

• Third-party costs paid on your behalf, such as Microsoft 365 licences, domains, WhatsApp or credit bureau fees.
• Support or work outside your plan that you asked for and we completed.
• Fees for periods when access was suspended because of non-payment or a breach of our terms.

9. How to ask for a refund

1. Email accounts@thynkverse.co.za or WhatsApp +27 82 683 6364 with your company name, invoice number and the reason.
2. We acknowledge your request within 2 business days.
3. We give you a decision within 10 business days.
4. Approved refunds are paid by EFT to the account that paid us, within 14 days of approval.

As we are not VAT registered, refunds include no VAT.

10. Product summary

11. Disputes

If you are unhappy with a refund decision, reply to it and a director will review it within 10 business days. Disputes that remain are handled as set out in our Terms and Conditions.