Refund & Cancellation Policy

This Refund & Cancellation Policy explains how customers of Allocentra (Pty) Ltd (“Allocentra”, “we”, “us”) may cancel a subscription, when refunds may be granted, and how disputes are handled under South African law, including the Consumer Protection Act 68 of 2008 (CPA) where it applies.

You may cancel your Allocentra subscription at any time from Settings → Billing in the dashboard, or by emailing billing@allocentra.co.za from the account admin email address.

• Monthly plans: cancellation takes effect at the end of the current billed month. You retain access until that date.
• Annual plans: cancellation takes effect at the end of the current annual subscription period unless a refund is approved under Section 4.
• Cancelling stops future automatic renewals. It does not delete your account immediately — see data retention in our Privacy Policy.

New workspaces receive a 30-day free trial. A payment method is tokenised at signup so charging can start on day 30 if you continue. You will not be charged for the trial period if you cancel before the trial ends.

After the trial ends without conversion, the workspace may be locked until a paid plan is activated. Trial cancellations do not attract fees.

Unless required by applicable law, subscription fees are generally non-refundable once a billing period has started. We may grant refunds in the following cases:

• Cooling-off / early dissatisfaction (paid subscriptions): if you request a cancellation and refund within 7 days of the first paid charge (first conversion from trial to paid, or first charge on a new paid workspace) and have not made material use of the Service beyond reasonable evaluation, we will issue a full refund of that charge.
• Duplicate or erroneous charges: we will refund confirmed duplicate or incorrectly processed payments in full once verified.
• Service failure attributable to us: where a material failure of the Service (excluding customer network, endpoint, or third-party outages beyond our control) prevents use for a sustained period, we may offer a pro-rata credit or refund at our discretion after investigation.
• Annual plans — bona fide early exit: within the first 30 days of an annual subscription, we may consider a pro-rata refund for unused full months, less any promotional discount already applied. After 30 days, annual fees are non-refundable except as required by law.

Partial-month refunds on monthly plans are not provided: if you cancel mid-cycle you keep access until period end.

1. Email billing@allocentra.co.za from your workspace admin address.
2. Include: company / workspace name, Billing → subscription reference or invoice number, reason for the request, and preferred refund outcome.
3. We acknowledge within 2 business days and aim to decide within 10 business days.
4. Approved refunds are processed to the original payment method via Paystack, typically within 5–10 business days depending on the card issuer.

If you are unhappy with a charge, please contact us first so we can resolve it — this is faster than a bank chargeback and helps protect ongoing access.

Where a chargeback (dispute) is lodged with the bank or Paystack:

• We will respond with evidence of the subscription, card authorisation, and service delivery.
• Pending chargeback outcomes, we may suspend the workspace to limit further exposure.
• If a chargeback is lost by Allocentra for an authorised recurring charge, the account may remain locked until outstanding amounts are settled.

Fraudulent use of cards or deliberate dispute abuse may result in permanent account termination and referral where required by law.

Allocentra’s commercial relationship with you is governed by the Terms of Service. In short:

• You may cancel under Section 2; access continues to the end of the paid period.
• Refunds follow Section 4 and applicable South African consumer law.
• We will attempt good-faith resolution of complaints via support@allocentra.co.za and billing@allocentra.co.za.
• Unresolved disputes follow the negotiation and jurisdiction clauses in the Terms of Service.
• Except as required by law, aggregate liability is capped as set out in the Terms (generally fees paid in the preceding 12 months).

After cancellation or non-renewal, Customer Data is retained for a recovery window as described in our Privacy Policy (typically 90 days for account recovery eligibility, then deletion subject to legal retention of billing records). You should export needed data before the retention window closes.

We may update this policy from time to time. Material changes will be notified by email or in-app notice at least 14 days before they take effect for existing subscriptions. Continued use after the effective date constitutes acceptance.