Refund Policy

Your monthly subscription covers access to the SyncPoint Notify platform for your organisation, based on your learner count. Text messages are charged separately at R0.40 per billable SMS part. A Standard message is always exactly one part; a Long message is charged per joined part, and the exact part count and cost are shown before you confirm any send.

SyncPoint Notify does not currently operate a prepaid credit wallet. When prepaid credits are introduced, one credit will equal one billable SMS part at R0.40, and this policy will apply to credit balances in the same way it applies to SMS charges today.

• Subscription fees are charged in advance for each billing period and are generally non-refundable once the period has started.
• We will refund a subscription payment where it was clearly charged in error, charged twice, or charged after a confirmed cancellation took effect.
• Where a verified platform fault materially prevented use of the service for a substantial part of a paid billing period, we will assess its duration and impact and may provide a reasonable proportionate refund, account credit, or another remedy required by applicable law.

If your organisation is not satisfied, you may request a refund of its first SyncPoint Notify platform subscription payment within 14 calendar days of that payment.

The guarantee:

• applies once per organisation;
• applies only to the first platform subscription payment;
• does not apply to renewals;
• does not automatically cover SMS charges or future prepaid-credit purchases;
• does not cover SMS parts already submitted to the provider or network;
• is additional to any mandatory rights under South African law.

• Not refundable: SMS parts that were submitted to the SMS provider or mobile network. Once the relevant SMS part has been submitted to the SMS provider or mobile network the charge has been incurred, whether or not the recipient read it.
• Not refundable: messages that failed because of an incorrect, inactive or unreachable number supplied by your organisation, or because a recipient opted out.
• Refundable or re-credited: charges arising from a verified fault on our side — for example a duplicate send caused by a platform defect, or SMS parts charged but never submitted to the SMS provider or mobile network.
• Delivery to a mobile network is outside our control. We do not refund delayed or undelivered messages that were correctly submitted to the SMS provider or mobile network.

Sign in and raise a request under Support. If you cannot access your account, email info@syncpointsolutions.co.za from your organisation’s recognised email address. Include your organisation name, the date and amount of the charge, and a short description of the issue. You do not need to cancel your subscription in order to request a refund.

We aim to acknowledge refund requests within 2 business days and normally decide them within 7 business days. Approved refunds are normally initiated to the original payment method within 10 business days. The customer’s bank or payment provider may require additional processing time before the funds appear.

The primary way to cancel is through the in-app Support feature. Sign in, open Support and select “Cancel subscription”. If you cannot access your account, email info@syncpointsolutions.co.za from your organisation’s recognised email address. Cancelling stops future renewals; it is not in itself a refund of an already-paid period. See the Cancellation Policy for the full process.

Nothing in this policy limits any right you may have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. Where those Acts give you a stronger right than this policy, that right applies.

SyncPoint Notify is operated by SyncPoint Digital Solutions (Pty) Ltd, South Africa. Contact: info@syncpointsolutions.co.za. All prices are stated in South African Rand (ZAR). Any applicable taxes will be shown before payment.