Refund and Cancellation Policy

1 Free Trial — No Payment Required

Setwel Biz Suite offers a full 30-day free trial on all subscription plans. During the trial:

• No credit card or payment details are required
• You have access to all features of your chosen plan
• No charges are made at any point during the trial
• Your data is preserved if you choose not to subscribe after the trial

2 Monthly Subscription — Cancellation

2.1 How to Cancel

You may cancel your monthly subscription at any time by contacting us via any of the following methods:

• WhatsApp: +27 82 082 9050 (fastest — response within 1 hour during business hours)
• Email: support@setwelbusiness.co.za

2.2 When Cancellation Takes Effect

Cancellation takes effect at the end of your current billing period. You will continue to have full access to the Software until that date. No further charges will be made after cancellation is confirmed.

2.3 Refunds on Monthly Subscriptions

Monthly subscription fees are non-refundable for the current billing period. This means:

• If you cancel mid-month, you retain access until the end of that month — no refund is issued for unused days
• If you were charged in error (duplicate charge, charge after cancellation, etc.), you will receive a full refund of the incorrect amount within 5 business days

3 Annual Subscription — Cancellation and Refund

3.1 Cooling-Off Period

If you purchase an annual subscription and wish to cancel within 30 days of the payment date, you are entitled to a full refund, provided you have not used the Software extensively. Contact us within 30 days and we will process your refund promptly.

3.2 Cancellation After 30 Days

For annual subscriptions cancelled after the 30-day cooling-off period, we will issue a pro-rata refund for the unused months remaining in your annual subscription, calculated from the date of your cancellation request. Refunds are issued within 10 business days via the original payment method.

Example: if you cancel an annual subscription after 4 months, you will receive a refund for the remaining 8 months (less a 10% administration fee).

3.3 How to Request a Refund

4 Lifetime Licence — 30-Day Money-Back Guarantee

We stand behind our product. If you purchase a Lifetime Licence and the Software does not meet your needs, you may request a full refund within 30 days of your purchase date.

4.1 Conditions for Lifetime Licence Refund

• Refund request must be received within 30 days of the original purchase date
• The Software must not have been used to prepare or submit actual tax returns or VAT201 returns to SARS
• The licence key must be deactivated upon refund (we will guide you through this)

4.2 After 30 Days

After the 30-day period, Lifetime Licences are non-refundable. This is because a perpetual software licence, once used, cannot be returned in the same way as a physical product. However, if the Software is materially defective or fails to function as described, we will work with you to resolve the issue or provide a replacement licence.

4.3 Upgrade Credit

If you choose not to request a refund but want to switch from a Lifetime Licence to a monthly subscription, we will apply 50% of your licence purchase price as credit toward your first year of subscription. Contact us to arrange this.

5 Defective Software

If the Software fails to function as reasonably expected due to a defect in the Software itself (not user error), you have the following rights regardless of your plan type:

• Within 6 months of purchase: In accordance with section 56 of the Consumer Protection Act, you are entitled to have the defect repaired, a replacement of the equivalent Software, or a full refund — at your choice.
• After 6 months: Setwel will repair or replace defective Software at no charge. If a repair or replacement is not possible, a pro-rata refund will be offered.

A "defect" means a material failure of the Software to perform its core advertised functions. It does not include user error, issues caused by incompatible third-party software, or hardware problems on your device.

6 Refund Processing

6.1 Timeframes

• Billing errors: Refunded within 5 business days
• 30-day cooling-off (annual/lifetime): Refunded within 7 business days
• Pro-rata annual refunds: Refunded within 10 business days
• Defective software: Refunded within 10 business days

6.2 Refund Method

Refunds are returned via the original payment method wherever possible. If the original payment method is no longer available (e.g. a closed bank account), we will arrange an alternative refund method. We do not issue refunds in cash.

6.3 Currency

All refunds are processed in South African Rand (ZAR). Setwel is not responsible for any foreign exchange differences if you paid in a currency other than ZAR.

7 Non-Refundable Items

The following are not eligible for refund:

• Monthly subscription fees for the current billing period (unless charged in error)
• Lifetime Licences after the 30-day guarantee period has expired
• Setup, onboarding, or training fees (unless the service was not rendered)
• Discounted or promotional pricing where the promotion terms excluded refunds
• Upgrades and update fees after the updated Software has been downloaded and activated

8 Your Data After Cancellation

Your business data is stored locally on your own device — not on Setwel's servers. This means:

• Cancellation does not delete your data. Your financial records remain on your device and are accessible even after cancellation.
• We strongly recommend exporting your data (reports, customer lists, invoice records) before or immediately after cancelling, using the Software's built-in export features.
• Setwel is not responsible for data loss resulting from device failure, loss, or theft — we recommend regular backups to an external drive or cloud storage.

9 Consumer Protection Act — Your Rights

This policy operates in addition to, and does not limit, your statutory rights under the Consumer Protection Act, 68 of 2008. Specifically:

• You have the right to cancel a fixed-term agreement with 20 business days' written notice at any time
• Where a fixed-term agreement is cancelled, Setwel may charge a reasonable cancellation penalty which will not exceed the value of the remaining subscription period at a pro-rata rate
• You have a 5 business day cooling-off period for any agreement concluded as a result of direct marketing, during which you may cancel without penalty or reason

If you believe your consumer rights have been violated, you may contact:

• Consumer Goods and Services Ombud (CGSO): www.cgso.org.za
• National Consumer Commission: thencc.org.za

10 How to Contact Us

To cancel your subscription, request a refund, or raise any concern related to this policy, please contact us through any of the following channels. We aim to respond to all queries within 1 business day.

We are a South African business and we treat every customer with the respect and fairness we expect ourselves. If something has gone wrong, please give us the opportunity to make it right before escalating to any external body.