Refund and Cancellation Policy

1. Scope

This Refund and Cancellation Policy ("Policy") applies to fees you pay Zeroed for access to our software and metered messaging usage.

It does not apply to money your customers pay you. When a debtor settles an overdue account, that payment goes directly to your own PayFast account. Zeroed never holds, routes, or refunds those collections. Disputes about debtor payments are between you and your customer.

This Policy supplements our Terms of Service. If there is a conflict between this Policy and a signed Custom or Enterprise agreement, the signed agreement prevails.

2. What you pay for

Zeroed bills businesses in two parts:

• Base subscription — a recurring monthly or annual fee based on your plan tier and the number of active overdue accounts being worked during the billing period.
• Metered usage— charges for WhatsApp, SMS, and (where available) AI voice or drafting usage beyond your plan's included allowance. Usage is never unlimited.

Prices are shown in South African Rand (ZAR).

3. Free trial

Zeroed offers a 14-day free trial. During the trial you can explore the product within the trial usage limits shown in the app.

• No subscription fee is charged during the trial, so no refund is needed if you do not convert to a paid plan.
• To send at full volume or continue past day 14, you must add a payment method and choose a paid plan.
• If the trial ends without a payment method, your account moves to a limited, read-only state: reminders are paused and your data is kept, but the account is not deleted immediately.

If you add a payment method and convert to a paid plan during or at the end of your trial, the refund rules in sections 5 and 6 below apply from the date of your first charge.

4. Billing cycles

Monthly subscriptions

Monthly plans renew automatically each month on your billing anchor date. You may cancel at any time. Cancellation takes effect at the end of the current paid period — there is no lock-in beyond the month you have already paid for.

Annual subscriptions

Annual plans are billed upfront for twelve months at the annual rate (equivalent to ten months of the monthly price — two months free). An annual subscription is a commitment for the full term. Mid-term cancellation stops renewal but does not automatically entitle you to a cash refund for unused months, except as stated in section 6.

Usage

Metered usage is calculated at the end of each billing period and charged together with your base subscription on your Zeroed invoice.

5. How to cancel

You can cancel your subscription at any time from Settings → Billing in the app at https://app.zeroed.co.za, or by emailing hello@zeroed.co.za from your registered account email.

When you cancel:

• Your subscription remains active until the end of the current paid billing period (monthly or annual, as applicable).
• You will not be charged again after that period unless you reactivate or start a new subscription.
• Outbound reminders and other paid features stop when the paid period ends and your account moves to canceled status.
• You can export your data before or after cancellation, as described in our Privacy Policy.

Canceling your Zeroed subscription does not cancel your PayFast account, any payment links already sent, or any obligations you have to your own customers.

6. Refunds

Unless required by South African law or expressly agreed in writing, fees are non-refundable once a billing period has started. The following applies in addition:

Monthly plans

We do not offer partial-month refunds. If you cancel a monthly plan, you keep access until the end of the paid month and are not charged again. This is the trade-off for month-to-month flexibility with no long-term lock-in.

Annual plans

If you are unhappy with Zeroed after converting to an annual plan, you may request a full refund within 14 days of your first annual charge. Contact us at hello@zeroed.co.za with your organisation name and the reason for the request. If approved, we refund the annual subscription fee to your original payment method.

After the 14-day window, annual subscription fees are non-refundable for unused months. You retain access for the remainder of the paid term.

Metered usage

Usage charges for WhatsApp, SMS, voice, or similar channels that have already been sent or consumed are generally non-refundable. These costs reflect real third-party provider charges and work already performed.

Billing errors

If we charge you incorrectly through our fault (for example a duplicate charge or a clear miscalculation on your invoice), we will correct it promptly. Depending on the circumstances, we may issue a cash refund or an account credit — see section 7.

Chargebacks

Please contact us before initiating a chargeback or payment reversal. We will work in good faith to resolve billing disputes. Unjustified chargebacks may result in suspension of your account.

7. Account credits

In some situations we apply a credit to your next Zeroed invoice rather than a cash refund. Credits are used automatically against your next bill.

Credits may be issued when:

• You downgrade your plan and the change takes effect at the next billing cycle — any amount already paid for the higher tier may be credited forward.
• An upgrade or plan change is prorated and the calculation results in an overpayment on your account.
• We confirm a billing error and a credit is the appropriate remedy.

Credits have no cash value, are non-transferable, and expire if your account is closed and not reactivated within the data-retention window described in section 9.

8. Pausing your subscription

If your business has a seasonal or temporary pause in collections activity (for example a school holiday period), you may request a voluntary pause from Settings or by contacting support. While paused:

• Outbound reminders and metered sending stop.
• Your data is retained.
• Base subscription fees may continue unless otherwise agreed — contact us if you need a tailored arrangement on a Custom plan.

Pausing is not the same as canceling. A paused account can be resumed without setting up from scratch.

9. What happens after cancellation

When your paid period ends and your account is canceled:

• Reminders, payment-plan automation, and other outbound features stop.
• Your data is retained for approximately 90 days so you can export it or reactivate. After that window, data is deleted in line with our retention rules in the Privacy Policy and POPIA notice.
• We recommend exporting your records before the retention window closes if you do not plan to return.

Reactivating within the retention window restores access to your historical data, subject to choosing a current plan and payment method.

10. Non-payment and suspension

If a scheduled charge fails, we retry on a reasonable schedule and notify your billing contact with a link to update payment details. Service may continue during a short grace period.

If payment remains outstanding after the grace period, we may suspend your account: outbound reminders pause, the app becomes read-only, and your data is retained until the issue is resolved or the account is canceled. Suspension for non-payment is not grounds for a refund of fees already paid for periods in which service was available.

11. Custom and Enterprise plans

Businesses on Custom or Enterprise tiers may have refund, cancellation, or notice periods defined in a separate order form, statement of work, or master agreement. Where those terms differ from this Policy, the signed agreement controls.

12. Plan changes

Upgrades (including moving from monthly to annual billing) take effect immediately and may include a prorated charge for the remainder of the current cycle. Downgrades take effect at the start of the next billing cycle to prevent tier gaming; any credit owed is applied to your next invoice rather than refunded in cash.

13. Changes to this Policy

We may update this Policy from time to time. Material changes will be posted on this page with an updated date. Continued use of a paid plan after the effective date constitutes acceptance of the revised Policy for future billing periods. Changes do not retroactively alter amounts already charged unless required by law.

14. Contact

For cancellation requests, refund questions, or billing disputes:

Email: hello@zeroed.co.za
App: https://app.zeroed.co.za → Settings → Billing
New accounts: https://app.zeroed.co.za/sign-up

Related documents: Terms of Service, Privacy Policy, POPIA notice.