Refund Policy
1. 7-Day Cooling-Off Period
In line with section 44 of the Electronic Communications and Transactions Act, 2002, you may cancel a new subscription without reason or penalty within 7 (seven) days of subscribing, and receive a full refund, unless the service has, with your express consent, already been fully performed within that window (for example, you have already consumed your full credit allowance for that period). Where some credits have been consumed, a cooling-off refund may reasonably be reduced by the value of the reports already generated. If the cooling-off refund does not apply, you may still cancel to stop future renewals.
Credits & Top-Up Purchases
Plan credits are part of your subscription and are covered by the subscription rules above: they reset each cycle and carry no cash value. Top-up credit packs are one-off purchases: unused top-up credits never expire while your account exists, and an unused pack purchased within the last 7 days can be refunded on request under the cooling-off rules. Consumed credits (reports already generated) are not refundable. Prorated upgrade charges (the difference paid when upgrading mid-cycle) follow the same rules as subscription fees.
2. Refunds Outside the Cooling-Off Period
Outside the 7-day cooling-off period, subscription fees are generally non-refundable for the remainder of an already-paid billing period, in line with our Terms & Conditions (access continues until the end of the period you've paid for). We review refund requests manually on a case-by-case basis, for example where a technical fault prevented you from using the service, or where you were charged in error. We may issue a full, partial (pro-rata) or no refund depending on the circumstances.
3. Failed Reports
If a report cannot be produced, the credits reserved for it are returned automatically to the pocket that paid them, and a failed scan does not consume a free daily allowance. You are never charged for an answer you did not receive. If you believe you were, tell us and we will check the transaction.
4. How to Request a Refund
Email hello@realteasy.co.za with your account email address and the reason for your request. We aim to acknowledge within 2 business days and respond within 5. If we cannot resolve it between us, the complaints procedure sets out the ombud and the regulator you may approach.
5. Disputing a Renewal Charge
If you believe you were charged for a renewal in error (for example, after you believe you already cancelled), contact us before initiating a chargeback with your card issuer, so we can investigate and resolve it directly. Chargebacks on legitimately authorised renewal charges may result in suspension of your account pending resolution.
6. Receipts & VAT
Every successful payment generates a receipt, emailed to your account address and available from your account settings, showing the amount charged. We are not a registered VAT vendor, so no VAT is charged and none is shown. The prices you see are the full amounts payable. Receipts are issued as invoices rather than tax invoices, and cannot be used to claim input VAT.
