Refund and cancellation policy

There is no contract period, no notice period and no cancellation fee. You may stop using Connect24 whenever you like. To close your account entirely, email support@connect24.co.za from the address on the account, or use the account settings in the portal. We confirm closure by email.

Closing your account stops all scheduled and recurring sends. Anything already handed to a network or a mailbox provider cannot be recalled.

Section 44 of the Electronic Communications and Transactions Act gives you seven days to cancel an electronic transaction without reason and without penalty. We apply it to credit purchases: within seven days of a purchase you may ask for that purchase back in full, less any credit you have already spent.

Ask by emailing billing@connect24.co.za from the address on the account. You do not have to give a reason.

Unused credit does not expire while your account is open, so there is no need to rush to spend it. If you decide to leave, you may ask us to refund whatever is unspent at the time you close the account, and we will. We do not keep the balance of a customer who has stopped using the platform.

The one thing we ask is that the request reaches us within twelve months of closing the account, while the records and the payment authorisation behind it are still current enough to pay it back safely.

• Messages that were sent. Once a message has been accepted by a network, a mailbox provider or WhatsApp, we have paid for it and it cannot be recalled. What the recipient then does with it — ignores it, reports it, never opens it — does not make it refundable.
• AI replies and generated video that were produced. The model work was done, and charged at the rate shown before you started it.
• Credit spent before an account was suspended for abuse. Suspension does not forfeit unspent credit, but it does not undo what was already sent.

Some refunds are not a request at all — they happen on their own, because the alternative is charging you for something that did not happen:

• a message we charged for that the provider then rejected is credited straight back to your balance;
• an AI reply that was paid for but never sent — the model returned nothing, or the send failed — is credited back;
• a video job that failed is credited back for the seconds that were never produced.

Each of these appears on your statement in the portal as its own line, so a refund is something you can see rather than something you have to take on trust.

If you think a charge is wrong, email billing@connect24.co.za with the message id or the statement line. We will look at the delivery record behind it and tell you what we find. Where we got it wrong we refund it, whether or not the seven days have passed and whether or not the account is closing.

Refunds are paid back to the original payment method through the payment provider that took it, wherever that is possible, because a refund to the card that paid is the safest route for both of us. Where the original method can no longer accept it, we pay by electronic transfer to a bank account in the account-holder’s own name.

We acknowledge a refund request within two business days and pay approved refunds within ten business days. Refunds are made in South African rand, for the rand amount charged; we cannot control what your bank does with exchange rates or card fees on a foreign card.

We do not refund to a third party, to a different person’s account, or in cash. Credit is a prepayment for our services, not money we hold for you.

If you are unhappy with how a refund was handled, say so to billing@connect24.co.za and ask for it to be escalated. You keep every right you have under the Consumer Protection Act and the Electronic Communications and Transactions Act, and nothing in this policy limits them.