Refund Policy

This policy explains when Accounting Pilot will consider or provide a refund. It does not limit any refund, cooling-off or other remedy that must be provided under applicable South African law.

1. Free trial

The 14-day trial does not require a payment card and has no subscription charge to refund. The trial ends or pauses unless a paid package is selected.

2. Paid subscription periods

Subscription charges pay for access during the selected monthly or annual billing period. Once a paid period has started, charges are generally not refundable merely because the service was not used, was used only partly, or the customer changed its mind, except where a statutory cooling-off right or another legal remedy applies.

Cancelling a monthly renewal normally stops the next charge while access continues to the end of the current paid period. See the Cancellation Policy.

3. Cooling-off rights

Where section 44 of the Electronic Communications and Transactions Act 25 of 2002 applies to an electronic service transaction, a consumer may cancel without reason and without penalty within seven days after the agreement is concluded and is entitled to the refund required by that Act. The Act contains exceptions, including where service performance began with the consumer’s consent before the seven-day period ended.

Where a transaction resulted from direct marketing and section 16 of the Consumer Protection Act 68 of 2008 applies, a consumer may rescind it by written or otherwise recorded notice within five business days after the later of the agreement or delivery, with the refund handled in the period required by law.

These rights depend on the transaction and the legal definition of “consumer”. Contact us promptly if you believe a cooling-off right applies. We will not contract out of a right that cannot lawfully be waived.

4. Duplicate, incorrect and unauthorised charges

We will investigate a duplicate charge, an amount that differs from the confirmed checkout amount, or a charge made after a confirmed cancellation. Where the charge is verified as incorrect, we will correct it or submit an appropriate refund.

If a payment was unauthorised, contact your bank or card issuer and PayFast immediately and notify us so we can protect the related Accounting Pilot account. We may ask for information reasonably needed to identify the payment, but never send a full card number, PIN, CVV or online-banking password.

5. Service problems

If a paid service is materially unavailable or materially fails to match the service purchased, tell us promptly and give us a reasonable opportunity to investigate and remedy the issue. Where the problem cannot reasonably be remedied, we will provide any re-performance, credit, partial refund or full refund required by applicable law and appropriate to the affected period.

A brief maintenance window, customer internet failure, unsupported device, customer configuration issue or outage in an external service outside our reasonable control does not automatically create a refund right, without limiting any right available under law.

6. Annual-plan cancellations

If a statutory right to cancel a fixed-term agreement applies, any refund for the unused portion will be calculated after deductions or a reasonable cancellation charge permitted by law. Otherwise, cancelling an annual subscription stops renewal and access normally remains available until the annual period ends.

7. How to request a refund

Email support@accountingpilot.co.za from the registered account email. Include the company or workspace name, payment date, amount, PayFast payment reference if available, reason for the request and the outcome requested. Do not send card or banking passwords.

We may ask for identity or account-authority verification. We aim to acknowledge a complete request within five business days. Complex bank, fraud or provider investigations may take longer, and we will communicate material progress.

8. Refund method and timing

An approved refund is normally submitted to the original payment method through PayFast. The final time for funds to appear depends on PayFast, the bank and the card network. A refund is not treated as complete until the payment provider accepts it for processing.

Where law prescribes a specific refund deadline, that deadline takes priority over the general process described here.

9. Contact and legal information

Refund questions may be sent to support@accountingpilot.co.za or through the Contact Us page. The official Consumer Protection Act and Electronic Communications and Transactions Act are available from the South African Government.