Refund & Cancellation Policy

1. Free trial

New accounts include a 14-day Pro trial. You are not charged during the trial. If you do not subscribe before the trial ends, your account drops to the Free plan automatically — your data is kept, not deleted.

2. Billing

Paid plans (Starter, Pro, Business) are billed in advance in ZAR via Paystack. You choose monthly or annual billing — annual plans are charged once for the year and include 2 months free versus the monthly rate. Enterprise plans are billed per the terms of your written agreement.

3. Cancellation

You may cancel at any time from your account settings, or by emailing gareth@providuslabs.co.za. When you cancel:

• Your subscription stays active until the end of the current paid billing period.
• You are not billed again after that period ends.
• Your account moves to the Free plan; your delivery records and documents remain available subject to plan limits.

4. Refunds

Because plans are billed in advance and can be cancelled at any time, fees are generally non-refundableand we do not pro-rate part-months. For annual plans, cancelling stops the next year's renewal — the current paid year is not refunded except in the cases below. We will issue a refund where:

• You were charged in error or charged twice for the same period.
• A prolonged service outage attributable to SignedOff prevented you from using the platform for a material part of the billing period.
• A refund is required under the South African Consumer Protection Act or other applicable law.

Approved refunds are returned to the original payment method within 5–10 business days.

5. Failed payments

If a payment fails, we retry and notify you by email. If payment cannot be collected, paid features are paused until the account is brought up to date; your data is retained during this period.

6. How to request a refund

Email gareth@providuslabs.co.za from the address on your account, with your organisation name and the charge in question. We respond to refund requests within 3 business days.