This Refund Policy explains when and how you can obtain a refund for payments made to IDEAI (Pty) Ltd trading as Faktuur ("Faktuur", "IDEAI", "we", "us" or "our"). All payments are processed in South African Rand (ZAR) through Paystack, and approved refunds are returned to your original payment method via Paystack.
Faktuur is a subscription SaaS. Subscription fees are billed in advance for each monthly period and renew automatically until you cancel. The sections below set out how refunds work in practice. In all cases, this policy does not limit any rights you have under the Consumer Protection Act or the Electronic Communications and Transactions Act, which apply where relevant.
You may cancel your Faktuur subscription at any time from within the app. Cancellation takes effect at the end of the current paid period — you keep access until then. You will not be charged for the next period after cancellation.
If you have just upgraded to or activated a new subscription tier and decide within 14 days that it isn't for you, email us at hello@faktuur.co.za and we will refund the most recent subscription charge in full, provided that:
These conditions exist because we want to refund cleanly without creating any downstream accounting issue for your business.
Outside the 14-day window, we do not provide pro-rata refunds for unused parts of a billing period — your subscription remains active until the end of the period you have paid for, and we do not bill again after cancellation. If we cancel a paid subscription from our side without cause, we will refund the unused portion of that period.
If you switch from a higher tier to a lower tier mid-period, the new tier takes effect at your next renewal date. We don't credit or refund the difference for the remaining days of the current period — you keep the higher-tier features until the period ends.
Where a free tier or trial is offered, you will not be charged anything during that period and there is nothing to refund. The plan converts to a paid tier only with your explicit consent.
Faktuur aims for high availability, but if the Service experiences a significant outage caused by us and that materially prevents you from using your subscription for a continuous period, you can email us within 30 days and we will issue a credit or refund proportionate to the impact.
When your customer pays one of your invoices through the Paystack link on a Faktuur invoice, the funds settle to your Paystack-registered bank account, not to Faktuur. Refunds to your customers for those invoices are between you and your customer (managed through your Paystack dashboard) — Faktuur is not a party to that transaction and cannot issue or reverse those refunds.
Email hello@faktuur.co.za with your account email, the subscription tier, the Paystack reference of the charge, the date of payment and the reason for your request. We aim to acknowledge and assess your request within 5 business days. Approved refunds are processed back to your original Paystack payment method; depending on your bank or card provider, it may take a further few business days for the funds to appear.
If you believe a charge is incorrect, please contact us first — we can usually resolve it faster than a formal dispute. Raising a chargeback without contacting us may delay resolution while we provide your bank with the transaction records.
Questions about a payment or refund? Email us at hello@faktuur.co.za.