Refund Policy

Last Updated: 2026-02-25 (Version 2.0.0)

1. Overview

This Refund Policy ("Policy") sets out the rules governing reimbursements, subscription cancellations, and billing corrections across MyProtektor's cloud-based security management platform and associated offerings ("Services"). It covers every subscription tier, optional add-on module, and consumption-based fee.

2. Subscription Plans

MyProtektor provides a range of subscription options tailored to organisations of varying sizes and role compositions. Up-to-date plan information, including pricing in South African Rand (ZAR), is published on our website and accessible within the application.

2.1 Plan Types

• Role-Based Plans: Tiered packages mapped to the five user roles within your organisation
• Monthly and Annual Billing: Choose between month-to-month flexibility or discounted annual commitments
• Enterprise Solutions: Bespoke pricing and feature bundles for large-scale security operations
• Add-On Services: Supplementary modules and premium capabilities available for separate purchase

2.2 Plan Features

• Scalable Solutions: Subscription capacity grows in step with your operational demands
• Feature Access: Each tier unlocks a distinct set of platform capabilities
• User Limits: Every plan specifies the maximum number of active user seats
• Support Levels: Higher tiers receive prioritised and more comprehensive technical support

3. Refund Eligibility

3.1 Eligible Refund Scenarios

A refund request will be considered where any of the following circumstances apply:

• Technical Issues: Platform defects that materially prevent you from using the Services
• Billing Errors: Charges applied incorrectly or in amounts that differ from the agreed plan price
• Service Interruptions: Prolonged outages that exceed the thresholds defined in our Service Level Agreement
• Duplicate Charges: Instances where the same transaction was processed more than once
• Unauthorized Access: Fees incurred as a direct result of a compromised account
• Account Termination: Closure of your account caused by an error on our side

3.2 Non-Eligible Refund Scenarios

Reimbursement will not be provided in the following circumstances:

• Change of Mind: A shift in business priorities or general dissatisfaction unrelated to a defect
• User Error: Incorrect use of features or failure to follow published guidance
• Partial Usage: Portions of a monthly billing cycle that remain unused after voluntary cancellation
• Policy Violations: Account closure resulting from breaches of our Acceptable Use Policy
• Third-Party Issues: Failures attributable to external providers, integrations, or connectivity
• Force Majeure: Disruptions arising from events outside our reasonable control

4. Refund Types and Timelines

4.1 Full Refunds

• New Subscriptions: A 7-day satisfaction guarantee applies from the date of initial purchase
• Billing Errors: Complete reversal of any incorrectly applied charge
• Service Failures: Full reimbursement where the Services were wholly unavailable
• Processing Time: Expect the funds within 5 to 10 business days via the original payment instrument

4.2 Partial Refunds

• Downgrade Requests: A pro-rata credit for the difference when moving to a lower-tier plan
• Service Interruptions: Proportional reimbursement corresponding to documented downtime
• Mid-Cycle Cancellations: Pro-rata refund available exclusively on annual billing cycles
• Processing Time: Allow 7 to 14 business days for the refund to reach your account

4.3 Credits and Adjustments

• Account Credits: Balance credits issued for minor service disruptions or inconveniences
• Billing Adjustments: Corrections applied where consumption-based charges were miscalculated
• Goodwill Credits: Discretionary credits extended under exceptional circumstances
• Application: All credits are offset against the following billing cycle automatically

5. Subscription Cancellation

5.1 How to Cancel

You may terminate your subscription via any of the channels listed below:

• Account Dashboard: Navigate to your organisation settings and initiate cancellation online
• Email Request: Forward a written cancellation notice to info@myprotektor.co.za
• Phone Support: Contact us at +43 676 441 2714 during standard business hours

5.2 Cancellation Timing

• Monthly Plans: Terminate at any point; access persists until the close of the current billing period
• Annual Plans: A minimum of 30 days' written notice is required prior to the renewal date
• Enterprise Plans: Governed by the specific terms and notice periods in your contract
• Immediate Cancellation: Available upon request, subject to an early-termination charge

5.3 Cancellation Effects

• Service Access: You retain full platform access through the end of your paid term
• Data Retention: Organisation data is preserved for 90 calendar days post-cancellation
• Reactivation: Your subscription may be reinstated within the 90-day retention window
• Data Export: We recommend exporting all critical data before your subscription lapses

6. Usage-Based Charges

6.1 Usage Billing

• Feature Allowances: Each plan includes a baseline quota for consumption-metered features
• Overage Charges: Usage exceeding plan allowances is billed at published per-unit rates
• Billing Transparency: All potential overage fees are disclosed before the relevant feature is activated
• Emergency Access: Panic-button and emergency-dispatch capabilities are never gated by billing status

6.2 Usage Charge Refund Policy

• Generally Non-Refundable: Consumption charges are final once the underlying service has been delivered
• System Errors: Charges generated by a platform malfunction are fully reversible
• Accidental Activation: Requests arising from unintentional feature activation are assessed individually
• Dispute Process: You have 30 days from the invoice date to formally dispute a usage charge

7. Refund Request Process

7.1 How to Request a Refund

When submitting a refund request, please include all of the following details:

• Account Information: The email address and organisation name associated with your subscription
• Transaction Details: The relevant invoice number, billing date, and charged amount
• Reason for Refund: A clear, detailed explanation of why you are seeking reimbursement
• Supporting Evidence: Attach relevant screenshots, error logs, or other documentation

7.2 Refund Request Methods

• Email: info@myprotektor.co.za
• Support Ticket: Open a case through the customer support portal
• Phone: +43 676 441 2714 during business hours
• In-App: Access the refund-request form directly from your account dashboard

7.3 Review Process

• Initial Review: A preliminary assessment is completed within 2 to 3 business days
• Investigation: An in-depth review takes between 5 and 7 business days
• Decision: A written outcome is communicated within 10 business days of receipt
• Processing: Approved refunds are disbursed within 5 to 14 business days thereafter

8. Payment Methods and Refunds

8.1 Refund Methods

• Original Payment Method: Reimbursements are returned via the instrument used for the original charge
• Credit Card: Card refunds typically settle within 5 to 10 business days
• Bank Transfer: EFT refunds may take 7 to 14 business days to clear
• Alternative Methods: Where the original payment method is no longer valid, an alternative arrangement will be offered

8.2 Currency and Exchange Rates

• Base Currency: All reimbursements are denominated and processed in South African Rand (ZAR)
• Exchange Rate: The prevailing exchange rate at the time of processing applies to cross-currency refunds
• Conversion Fees: Your financial institution may levy its own currency-conversion surcharges
• International Payments: Cross-border refunds may require additional processing time

9. Disputes and Appeals

9.1 Dispute Resolution

• Internal Review: Submit a formal request for reconsideration of any refund decision
• Escalation: Elevate unresolved matters to senior management for further review
• External Mediation: Engage an independent mediator where internal processes have been exhausted
• Legal Action: Retain the right to pursue remedies through the courts

9.2 Chargeback Protection

• Chargeback Prevention: We endeavour to resolve billing disputes directly before they escalate
• Evidence Submission: Transaction records and service logs are furnished in response to chargeback claims
• Account Review: Accounts with a pattern of repeated chargebacks are subject to formal review
• Service Termination: Persistent chargeback misuse may result in permanent account closure

10. Special Circumstances

10.1 Force Majeure

• Extraordinary Events: Includes natural disasters, epidemics, civil unrest, and government-mandated restrictions
• Service Credits: Account credits may be granted for prolonged outages caused by such events
• No Refunds: Monetary refunds are generally not issued for force-majeure-related disruptions
• Case-by-Case: Truly exceptional situations will be evaluated on their individual merits

10.2 Business Closure

• Customer Impact: Affected subscribers will receive fair treatment in any wind-down scenario
• Partial Refunds: Pro-rata reimbursement for the unused portion of prepaid service periods
• Data Migration: Reasonable assistance to help you export and transfer your data
• Notice Period: A minimum of 60 days' advance notice before any discontinuation of Services

11. Policy Changes

MyProtektor may amend this Refund Policy from time to time. Any revisions will be communicated via:

• Email Notification: Direct correspondence sent to every active subscriber
• Website Updates: The revised document published on our official site
• In-App Notifications: Alerts surfaced within the platform interface
• Effective Date: Material changes carry a 30-day advance notice period

12. Contact Information

To lodge a refund request or raise a billing enquiry, get in touch with our team: