Cancellation Policy

Last Updated: August 26, 2026

Entity: Plinth-Cloud (Pty) Ltd (operating as "Plinth")

Applicable Platform: www.plinthcloud.com

Effective Date: August 26, 2026

This Refund Policy outlines the terms and conditions under which Plinth-Cloud (Pty) Ltd ("Plinth", "we", "us", or "our") issues refunds or account credits for software subscriptions and integrated platform features.

1. General Refund Principle

Unless explicitly stated in this policy or required by applicable statutory South African law—specifically the Consumer Protection Act, No. 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act, No. 25 of 2002 ("ECTA")—all subscription payments made to Plinth arestrictly non-refundable.

2. Statutory Cooling-Off Refunds (ECTA Section 44)

Eligibility: New subscribers who sign up for a paid plan online are entitled to a full refund within seven (7) calendar days of initial payment under ECTA Section 44.
Deductions: In accordance with Section 44(2) of ECTA, Plinth reserves the right to deduct direct third-party transactional processing costs incurred during the initial payment transaction.
Exclusion: The cooling-off refund does not apply to renewals or mid-cycle upgrades once the initial 7-day period from original account creation has passed.

3. Subscription Cancellations & Mid-Cycle Upgrades/Downgrades

Mid-Cycle Cancellations
If you cancel your subscription during an active monthly or annual billing cycle:
- You will not receive a pro-rated monetary refund for the unused days remaining in that billing cycle.
- Your subscription will remain active until the end of the current billing cycle.
Plan Upgrades
When upgrading from a lower tier to a higher tier:
- The unused portion of your current billing cycle will be credited towards the price of the upgraded subscription.
- You will be charged the difference immediately.
Plan Downgrades
When downgrading to a lower subscription tier:
- The downgrade will take effect at the start of the next billing cycle.
- No partial monetary refunds are issued for the remaining period on the higher tier.

4. Billing Errors & Overcharges

Plinth takes transaction integrity seriously. You are entitled to a 100% full monetary refund or billing credit under the following verified conditions:

Duplicate Charges: You were charged multiple times for the same subscription period due to a gateway or billing engine error.
Incorrect Billing: You were billed an amount exceeding your agreed subscription plan rate.
Billing Post-Cancellation: Charges occurred after a documented, successful cancellation request was submitted in accordance with our Cancellation Policy.

Notice Requirement: You must report any billing discrepancy to billing@plinthcloud.com within thirty (30) days of the transaction date to be eligible for a refund.

5. Non-Refundable Third-Party Add-Ons

Plinth integrates with external service providers to deliver specialized functionality. The following third-party operational fees are strictly non-refundable:

Credit Bureau Tenant Screening Fees: Once a credit background check has been initiated or executed via our credit bureau integration partners, the screening fee cannot be refunded.
SMS Delivery Credits: Purchased bulk SMS communication bundles used for tenant invoicing and notifications are non-refundable once activated.
WhatsApp Delivery Credits: Purchased bulk WhatsApp communication bundles used for tenant communication and notifications are non-refundable once activated.
Payment Processing Transaction Fees: Third-party payment gateway processing fees incurred during automated tenant rental clearing loops are non-refundable.
External Service Subscription Fees: Fees for external service subscriptions purchased through Plinth are non-refundable once the subscription is activated.
Other Third-Party Fees: Any additional fees imposed by third-party service providers that are not explicitly listed above are non-refundable.

6. Service Availability & SLA Credits

In the event of extended, unscheduled downtime of the Plinth platform exceeding 99.5% core service uptime within a calendar month (excluding scheduled maintenance announced in advance):

Impacted subscribers may request a pro-rated billing credit applied to their subsequent billing cycle.
Monetary refunds for downtime are granted at Plinth’s sole discretion for severe, prolonged platform outages.
SLA credits are applied as account credits and cannot be exchanged for cash refunds.

7. How to Request a Refund

To request a refund under any eligible section of this policy:

Send an email to billing@plinthcloud.com with your refund request.
Include your Account Identifier / Organization Name, Registered Account Email, Invoice Number, and a brief description of the claim.
Our billing team will review your request within three to five (3-5) business days.
Approved refunds will be processed back to the original payment method (Credit Card / Direct Debit) within seven to ten (7-10) business days, subject to your financial institution’s processing times.

8. Contact Information

For any questions or concerns regarding this refund policy, please contact our billing team at billing@plinthcloud.com.