Introduction
Welcome to Khanya CRM (getkhanya.com), operated by Khanya ("we", "us", "our"), a registered business in South Africa. We strive to provide a high-quality SaaS CRM, lead engine, and invoicing service to South African freelancers, agencies, and teams.
This Refund and Cancellation Policy governs all paid subscription plans (including Basic and Starter) purchased on our platform. By subscribing to our services, you agree to be bound by the terms outlined in this policy.
1. Subscription & Billing Cycle
• Pricing Currency: All pricing on our website and application is listed in South African Rand (ZAR) and excludes 15% South African VAT. VAT will be added at checkout.
• Recurring Billing: Subscriptions are billed on a recurring monthly basis starting from the day you upgrade to a paid plan.
• Payment Processor: All transactions are securely processed by Paystack, a PCI-DSS compliant payment gateway. We do not store or process your credit card or bank details on our servers.
2. Cancellation Policy
We believe in making subscription management as simple as possible. You are never locked into a long-term contract and can cancel your subscription at any time.
2.1 How to Cancel
1. Log into your account at app.getkhanya.com.
2. Navigate to Billing & Plans (or Settings > Billing).
3. Click on the Cancel Subscription button.
4. Follow the brief prompts to confirm the cancellation.
Alternatively, you can email our support team at info@getkhanya.com to request cancellation, but please allow up to 48 hours for manual processing.
2.2 Effective Date of Cancellation
• Upon cancelling your subscription, the cancellation will take effect at the end of your current billing period.
• You will retain full access to all features and search quotas associated with your plan until your current billing cycle expires.
• Once the period expires, your account will be downgraded to the free/inactive tier, and no further charges will be made.
2.3 Partial Month Use
We do not offer pro-rata refunds, partial refunds, or billing credits for unused portions of a billing cycle or unused search engine quotas.
3. Refund Policy
Because we offer a 14-day free trial on our Basic plan to allow you to test the platform's features, Lead Engine, and CRM tools risk-free (without requiring a credit card), subscription fees are generally non-refundable after the trial period ends and a paid subscription begins.
However, we understand that billing issues can occur. We will review and process refund requests under the following specific circumstances:
3.1 Eligible Circumstances for a Refund
You may request a full or partial refund if:
• Billing Error / Duplicate Charges: You were charged twice for the same billing cycle or billed an incorrect amount due to a technical error on our side or on our payment processor's (Paystack) side.
• Unintentional Renewal / Mistaken Upgrade: If you forgot to cancel before the trial ended or before your monthly renewal, and you have not logged in or used the platform's services (such as running searches or generating invoices) since the charge occurred.
• Service Non-Performance: You experienced prolonged, unscheduled platform downtime (exceeding 48 consecutive hours) that prevented you from using the service, and we were unable to resolve the issue.
3.2 Claim Window
All refund requests must be submitted in writing within 14 calendar days of the disputed transaction date. Requests made after 14 days will not be considered.
3.3 Cooling-off Period (ECT Act Compliance)
In accordance with Section 44 of the South African Electronic Communications and Transactions Act (ECT Act) 25 of 2002:
• A cooling-off period of 7 days generally applies to online transactions.
• However, because Khanya is a digital software service that is consumed immediately upon access, the cooling-off period does not apply once you have accessed, searched, or utilized the software features.
• If you have subscribed but have not logged in or utilized the system in any way, you may claim a refund under the cooling-off provision within 7 days of the initial subscription.
4. Plan Upgrades and Downgrades
• Upgrades: If you upgrade your plan (e.g., from Basic to Starter), the change is applied immediately. Paystack will charge you a prorated rate for the remaining days of your current billing cycle, and your new search limits/quotas will be made available immediately.
• Downgrades: If you downgrade your plan, the change will take effect at the start of your next billing cycle. Your current limits will remain active until the end of the paid month, and your card will be charged the lower amount on the renewal date.
5. Failed Payments and Account Suspension
• Grace Period: If a recurring payment fails (due to insufficient funds, expired cards, etc.), Paystack will automatically retry the charge over a 7-day period.
• Suspension: During this retry period, your account status will be marked as "Past Due". If all payment retry attempts fail after 7 days, your paid subscription will be suspended, and your account will be restricted to "Expired" (read-only dashboard access).
• Restoration: You can restore full access at any time by updating your billing details and successfully completing the outstanding payment.
6. How to Request a Refund
To request a refund, please send an email to info@getkhanya.com with the following information:
1. Your Registered Email Address: The email used to log into Khanya.
2. Transaction Details: Date of transaction, payment amount, and the transaction ID from your Paystack receipt.
3. Reason for Request: A brief explanation of the request (e.g. duplicate billing, accidental upgrade, etc.).
Our support team based in Cape Town will review your request and get back to you within 1 to 2 business days. Approved refunds will be credited back to the original payment card/method used through Paystack. Depending on your bank, it may take 5 to 10 business days for the funds to reflect in your account.
7. Contact Details
If you have any questions or require assistance regarding cancellation or refunds, please reach out to us:
• Email: info@getkhanya.com
• Office Hours: Monday to Friday, 08:00 to 17:00 (SAST)
Disclaimer: This is a placeholder legal document template for Khanya CRM. These terms are presented for demonstration and layout evaluation. The official binding terms will be supplied by our legal compliance counsel prior to platform launch.