Refund Policy

Refund Policy

SynrgiseLearn (Pty) Ltd Registration No. 2010/016796/07 | VAT Registration No. 4180257794

Last updated: 29 July 2026

 

1. Scope

This Refund Policy applies to all fees paid to SynrgiseLearn (Pty) Ltd (“Synrgise”, “we”, “us”) for subscriptions to the SynrgiseLearn platform, KreateAI, eLearning content, and related services, whether paid online via Paystack or by EFT against invoice. It forms part of our [Terms of Service]. If you have a signed Master Agreement, its refund provisions prevail to the extent of any conflict. Nothing in this policy limits rights you have under the Consumer Protection Act 68 of 2008 (“CPA”) or the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”) where those Acts apply to you.

2. General principle

Subscription fees are charged per billing cycle for access to a digital service. Once a billing cycle has commenced and the Services have been made available to you, fees for that cycle are non-refundable, except in the circumstances set out below. Cancelling a subscription stops future billing (see the [Cancellation Policy]); it does not, by itself, entitle you to a refund of the current cycle.

3. When we do refund

3.1 Service unavailability (SLA refunds and credits). - If an error, omission, delay, or failure in the Services caused by Synrgise or our systems persists for more than 48 hours, you are entitled to service credits equal to the number of full days of interruption, applied against future invoices. - If such an interruption exceeds 5 (five) working days, you may terminate the affected Services with immediate effect and will receive a pro-rata refund of prepaid fees for the period during which no service was provided. - Interruptions caused by your own systems, connectivity, third-party services outside our control, scheduled maintenance notified in advance, or force majeure events do not qualify.

3.2 Non-delivery by Synrgise. If we are unable to provide the contracted Services for reasons solely attributable to Synrgise, we will refund fees paid for Services not delivered, including any upfront deposit.

3.3 Billing errors and duplicate payments. If you are charged in error, charged twice, or charged the wrong amount, contact us within 60 days of the charge and we will correct it and refund the difference in full.

3.4 Cancellation before commencement. If you cancel a new subscription before your platform instance has been provisioned and before onboarding work has begun, we will refund amounts paid, less any third-party costs already irrevocably incurred.

3.5 Statutory cooling-off (ECTA section 44). If you are a consumer who concluded the transaction electronically and ECTA’s cooling-off right applies to you, you may cancel within 7 (seven) days of concluding the agreement without reason and without penalty, and we will refund any payment within 30 days of cancellation. Note that under section 42(2) of ECTA this right does not apply, among other cases, where performance of the services has begun with your consent before the end of the cooling-off period, or to transactions to which the exclusions in that section apply. Business-to-business transactions fall outside ECTA’s consumer protections.

3.6 CPA remedies. Where the CPA applies to you (generally natural persons, and juristic persons below the prescribed asset/turnover threshold), nothing in this policy limits your rights under sections 54–56 of the CPA, including the right to services performed in a manner and quality that persons are generally entitled to expect, and the associated remedies.

4. What is not refundable

Unless clause 3 applies or the law requires otherwise, the following are non-refundable:

  • Fees for billing cycles already commenced or completed, including where the platform was available but under-utilised or unused
  • Setup, implementation, onboarding, training, and configuration fees for work already performed
  • Consumed usage-based charges, including KreateAI credits used; unused monthly credits do not roll over and are not redeemable for cash
  • Ad hoc consulting, development, and content-creation work already delivered or in progress per an agreed scope
  • Third-party costs incurred on your behalf (for example SMS bundles or licensed third-party content)
  • The upfront deposit, where implementation or go-live is delayed, paused, or cancelled due to client-side delays, non-cooperation, change of requirements, internal approval delays, or failure to provide required inputs (the deposit is otherwise credited against your first subscription invoice at go-live)

5. How refunds are processed

  • Request channel: log a ticket at helpdesk.synrgise.com or email [billing@synrgise.com] with your company name, invoice or Paystack transaction reference, and the reason for the request.
  • Assessment: we acknowledge refund requests within 2 business days and assess them within 7 business days, and may request supporting information.
  • Method: approved refunds are made to the original payment method. Card refunds are processed through Paystack and typically reflect within 5–10 business days, depending on your bank. EFT refunds are paid to the bank account from which payment originated, subject to verification.
  • Currency and amounts: refunds are made in the currency charged. VAT is refunded proportionally, and a credit note is issued against the original tax invoice.

6. Chargebacks

If you believe a charge is incorrect, please contact us first; almost all billing issues can be resolved within days. Initiating a chargeback for a valid, delivered charge without first contacting us may result in suspension of the Services pending resolution, and we reserve the right to dispute unfounded chargebacks with the payment processor and recover associated costs where the chargeback is found to be unjustified.

7. Contact

Billing queries and refund requests: chris@synrgise.com | helpdesk.synrgise.com