Refund Policy

Monthly subscriptions

You can cancel a recurring monthly subscription from the Subscription section of your Profile. Once PayFast confirms cancellation, your Profile shows the date through which paid access remains available, and no future renewal should be charged. If you cannot access your Profile or cancellation does not complete, use the support form. Unless applicable law requires otherwise, cancellation does not create a prorated refund for unused time.

If you believe a subscription charge was duplicated, unauthorized, for the wrong amount, or made after a confirmed cancellation, contact us promptly so we can investigate and correct any confirmed billing error.

Pay-per-share top-ups

Top-ups add prepaid ZAR balance to your SecureSend account. Unused top-up balance is generally not refundable or transferable, except where a refund is required by applicable law or where we confirm a duplicate, unauthorized, incorrectly processed, or otherwise erroneous payment. Charges for eligible share activity are not reversed merely because a recipient did not open or retain a share, once the charge has correctly been applied under the service rules.

How to request a refund review

Use our support form to request a review. Include the account email, transaction date, amount, and a PayFast payment reference if available. Never send your password, card number, security code, one-time code, or share contents.

We may ask for reasonable information needed to locate and verify a transaction. We aim to acknowledge requests within 5 business days and provide an outcome or update within 10 business days. If approved, refunds are normally returned through the original payment method; processing time depends on PayFast and the payment provider.

Your legal rights

This policy does not limit any refund, cancellation, cooling-off, or other consumer right that cannot legally be excluded. If this policy conflicts with a mandatory legal right, the legal right applies.

Contact

For billing support, contact us using the support form.