Refund policy

1. Overview

Refiloe Radebe (Pty) Ltd (“Refiloe,” “we,” “us,” or “our”) operates on a subscription-based model. This refund policy applies to all paid subscription plans for our WhatsApp AI assistant service for personal trainers.

By subscribing to Refiloe, you acknowledge that you have read, understood, and agree to be bound by this refund policy. This policy should be read in conjunction with our Terms of Service.

2. Monthly subscriptions

2.1 No refunds for partial billing periods

Monthly subscription fees are non-refundable. When you subscribe to a monthly plan, you are billed in advance for each billing cycle. If you choose to cancel your subscription, you will:

• Retain full access to Refiloe until the end of your current billing period
• Not be charged for subsequent billing periods after cancellation
• Not receive a refund for any unused portion of your current billing period

2.2 How cancellation works

When you cancel a monthly subscription:

• Your cancellation takes effect at the end of your current billing cycle
• You continue to have full access to all features until that date
• Automatic billing stops, and you will not be charged again
• Your data is retained for 30 days after your subscription ends, allowing you to reactivate if you change your mind

3. Annual subscriptions

3.1 Prorated refunds at standard monthly rate

Annual subscriptions are offered at a discounted rate compared to monthly billing. If you cancel an annual subscription before the end of your subscription term, you may be eligible for a prorated refund calculated as follows:

• The months you have used will be calculated at the full standard monthly rate (not the discounted annual rate)
• Your refund equals the amount you paid minus the total cost of months used at the standard rate
• If the calculated refund amount is zero or negative, no refund will be issued

3.2 Example calculation

This approach ensures fairness: you received a discount for committing to a full year. If you choose to end that commitment early, the discount no longer applies to the months you used.

4. Free trial period

4.1 Trial terms

New users may be eligible for a free trial period of up to one (1) month. During this trial:

• No payment information is required to start your trial
• You have full access to evaluate Refiloe's features
• You may cancel at any time before the trial ends with no obligation

4.2 Transition to paid subscription

We send reminder notifications before your free trial ends to ensure you have time to make an informed decision. These reminders are sent:

• 7 days before your trial ends
• 3 days before your trial ends
• On the day your trial ends

If you do not cancel before the trial period ends and have provided payment information, your subscription will automatically convert to a paid plan. Charges incurred after the trial period are subject to the standard refund policy outlined in this document.

5. Exceptional circumstances

While our general policy is that subscription fees are non-refundable, we recognise that exceptional circumstances may warrant consideration. We may, at our sole discretion, offer refunds or service credits in the following situations:

5.1 Billing errors

• Duplicate charges: If you are charged twice for the same billing period, we will refund the duplicate charge in full
• Incorrect amount: If you are charged an incorrect amount due to a system error, we will refund the difference
• Unauthorised charges: If a charge was made without your authorisation due to our error, we will investigate and refund if appropriate

5.2 Service issues

• Extended service outages: If Refiloe experiences significant downtime (more than 48 consecutive hours) that materially affects your ability to use the service, you may be eligible for a prorated refund or service credit
• Critical feature unavailability: If a core feature you rely on becomes unavailable for an extended period without prior notice
• Data loss: If we experience a data loss event that significantly impacts your business operations through no fault of your own

5.3 How to request consideration

If you believe your situation qualifies as an exceptional circumstance:

• Contact us within 14 days of the issue occurring
• Provide a clear description of the circumstances
• Include any relevant documentation or evidence
• Allow up to 5 business days for our team to review your request

6. Service credits

In certain situations, we may offer service credits as an alternative to monetary refunds. Service credits:

• Are applied to your account and used towards future subscription payments
• Do not expire as long as your account remains active
• Cannot be transferred to another account or converted to cash
• Will be forfeited if your account is terminated for violation of our Terms of Service

We may offer service credits when a full refund is not warranted but some compensation is appropriate, such as for minor service interruptions or as a goodwill gesture.

7. Plan changes

7.1 Upgrades

When you upgrade to a higher-tier plan:

• The upgrade takes effect immediately
• You are charged a prorated amount for the remainder of your current billing period
• Your next full billing cycle will reflect the new plan rate

7.2 Downgrades

When you downgrade to a lower-tier plan:

• The downgrade takes effect at the start of your next billing cycle
• You retain access to your current plan features until then
• No refunds are provided for the difference in plan pricing
• Features exclusive to your current plan may become unavailable after the downgrade

8. How to cancel your subscription

You can cancel your Refiloe subscription at any time through the following methods:

• Via WhatsApp: Send a message to Refiloe requesting cancellation
• Via email: Contact us at refiloe@refiloeradebe.co.za

When cancelling, please include:

• Your registered phone number
• Your account email address
• Reason for cancellation (optional, but helps us improve)

9. Your data after cancellation

When your subscription ends:

• 30-day retention: We retain your data for 30 days, allowing you to reactivate your account if you change your mind
• Data export: We recommend exporting any data you wish to keep before your subscription ends
• Permanent deletion: After 30 days, your data will be permanently deleted in accordance with our Privacy Policy

Certain data may be retained longer if required by law (such as payment records for tax purposes).

10. Questions about refunds

If you have questions about this refund policy or wish to discuss your specific situation, please contact us:

11. Changes to this policy

We may update this refund policy from time to time. When we make changes:

• We will update the “Last updated” date at the top of this page
• For material changes, we will notify you via email or through the service
• Changes will apply to subscriptions purchased or renewed after the effective date
• Your continued use of Refiloe after changes are posted constitutes acceptance of the updated policy