Refunds and cancellations
The short version
- Cancel any time, from your account page or by email. No phone queue, no retention script.
- Within 7 days of your first payment you get all of it back, no reason needed.
- After that, email us and tell us what happened. We read every one.
- Charged by mistake, or after cancelling? We refund it in full.
Cancelling
Open your account page and choose Cancel subscription, or email support@sibona.co.za from the address on your account. Cancelling stops the next payment. You keep access until the end of the period you have already paid for, and your conversations stay where they are until you delete them.
The 7-day cooling-off period
Section 44 of the Electronic Communications and Transactions Act 25 of 2002 lets a consumer cancel an electronic transaction within 7 days of the transaction, without reason and without penalty. If you ask within 7 days of your first payment, we refund it in full and close the subscription. The only cost that may be charged to you is the cost of returning goods, and there are no goods here.
After the first 7 days
We do not refund automatically for a period you used. But we would rather fix something than keep money from someone who feels badly treated, so email us and say what happened. We refund in full when:
- a renewal was taken after you cancelled, or on a subscription you did not recognise;
- you were charged twice for the same period;
- the service was unavailable for a significant part of the period you paid for;
- you paid for a year and told us within 14 days that you had meant to buy a month.
How to ask
Email support@sibona.co.za from the email address on your account, with:
- the date of the payment;
- the amount;
- the last four digits and the brand of the card;
- one line about what happened.
We usually answer within two working days. An approved refund goes back to the card you paid with, through Stripe, and usually shows within 5 to 10 working days — the timing at that point is your bank’s, not ours.
Chargebacks
Please email us before asking your bank to reverse a payment. A chargeback takes weeks and suspends the account while it runs; an email usually takes a day.
Your other rights
Nothing on this page limits your rights under South African law, including the Consumer Protection Act 68 of 2008 and the ECT Act. If we cannot agree, you may take the matter to the National Consumer Commission.
Questions about this document: support@sibona.co.za.