Refund and cancellation policy

Last updated 2 August 2026. This policy applies to everything you buy from Digivi — credit packs and plan subscriptions alike. It is part of our terms. Nothing in it takes away a right you have under the Electronic Communications and Transactions Act 25 of 2002 (ECTA) or the Consumer Protection Act 68 of 2008 (CPA); where this policy and those Acts disagree, the Acts win.

1. Your 7-day cooling-off right on credit packs

Section 44 of ECTA gives you seven days to cancel an electronic transaction without giving a reason and without penalty. If you bought a credit pack and want to cancel, email us within seven days of the purchase and we will refund the credits you have not yet spent, to the card you paid with, within 30 days.

Credits you have already spent are not refunded. Section 42(2) of ECTA excludes the cooling-off right for a service that started, with your agreement, before the seven days were up — and each Explore, Calibrate or Report is a service we performed the moment you asked for it. Rather than treating that as forfeiting the whole pack, we refund whatever is left.

The seven days run from the moment you buy, not from first use. Any credits we gave you free — trial credits, promotional grants — are not part of a refund, because you did not pay for them.

2. Credits do not expire

Credits you buy never expire, and they stay yours until you spend them. That is deliberately more generous than section 63 of the CPA, which would let us expire them after three years.

Plan credits work differently, and this is the one distinction worth reading twice. The monthly credit allowance included in a Business or Enterprise plan is part of what your monthly fee buys, not credit you purchased separately. It is granted at the start of each billing cycle and any unused portion lapses when the next cycle starts — the same way an included call or data allowance does. Credit packs you top up with are separate: they roll over indefinitely and are never affected by a plan renewal, a downgrade, or a cancellation.

When you spend credits we draw from your monthly allowance first and only then from your purchased packs, so the credits you paid for are the last to be used and never lapse by accident. Your balance page shows the split at all times.

3. Cancelling a plan

An organisation admin can cancel at any time from Billing → Cancel plan. There is no cancellation fee, no penalty and no notice period.

• Your plan stops renewing immediately, and you keep full plan access until the end of the period you have already paid for.
• We do not refund the current month. You have use of it, so it is not unused.
• At the end of that period the organisation moves to pay-as-you-go. Purchased credits come with you; the plan's monthly allowance does not.

Section 14 of the CPA lets a consumer cancel a fixed-term agreement on 20 business days' notice and allows the supplier a reasonable cancellation penalty. We ask for neither.

4. When we refund in full, no questions

• You were charged twice, or charged for something you did not buy.
• Your card was charged but no credits arrived. This should correct itself automatically; if it has not within an hour, tell us.
• Credits were spent on output we failed to deliver — a report that never generated, a valuation that errored. We refund those credits automatically when we detect it, and on request when we do not.
• The card-verification charge we use to confirm a card is real is refunded in every case, automatically, whether or not the verification succeeds.
• We stop offering the service, or we close your account for a reason other than your breach of our terms. You get any unspent purchased credits back.

Section 54 of the CPA entitles you to a service performed with reasonable care and skill. If we did not deliver, you do not pay for it.

5. If we close your account for breach

We can withdraw access, but not your money. Unspent credits you paid for are refunded to you even where we close an account for breaching our terms — under section 63 of the CPA that unredeemed value is your property, not ours. Free and promotional credits are forfeited, and no subscription fee for the current period is refunded.

6. What is not refundable

• Credits already spent on work we delivered, once the 7-day cooling-off window has passed.
• The current billing period of a subscription you cancel part-way through.
• Free trial credits and promotional grants — nothing was paid for them.
• A plan's monthly credit allowance that lapsed unused at the end of a cycle.

We are not saying “all sales are final”. Section 48 of ECTA makes any term that strips out the rights described above void anyway, so we would rather set them out plainly than write a rule we could not enforce.

7. How to ask for a refund

Email [email protected] from the address on the account with the organisation name, the date and amount of the charge, and what you want refunded. We reply within 2 business days and pay approved refunds back to the original card, through Paystack, within 30 days — usually much sooner. We cannot pay a refund to a different card or to a bank account; Paystack reverses it along the path it came.

If we cannot resolve it between us, you may take the complaint to the National Consumer Commission or the Consumer Goods and Services Ombud. This policy does not limit that right.

8. Price and policy changes

We can change our prices and this policy. Changes apply from the date they are published and never retroactively: credits you have already bought keep the terms they were bought under, and a subscription price change takes effect on your next renewal after we have told you, giving you the chance to cancel first.

9. Who you are contracting with

Prices, credit-pack sizes and what each action costs are shown at checkout and on the pricing section of our home page. This policy governs refunds of whatever you were charged there.