Refunds and cancellations

1. How plans work

Aukly plans are paid monthly in advance. Each payment gives you that plan's pages for one billing month. Plans renew automatically on the same date each month until you cancel. Unused pages don't carry over. The full plan details are in our Terms of Service.

2. When you can get a refund

You can get a full refund of a monthly payment when both of these are true:

1. You haven't used any pages from that payment's month. Pages given back to you because Aukly couldn't process a document don't count as used.
2. You ask before that billing month ends.

This applies to your first payment, to automatic monthly renewals and to upgrade payments. For example, if your plan renewed but you haven't used Aukly since, you can ask for that renewal to be refunded.

When we refund a payment, the plan it paid for ends straight away and that month's pages are removed. The plan also stops renewing.

3. When refunds don't apply

• Once any page from that month has been used. Using a page means you asked us to start providing the service for that month, so the month's payment is no longer refundable. This includes a renewal you forgot to cancel if you then used pages from the new month.
• After the billing month has ended. The month you paid for has been provided.
• Pages left over in a month you have used. We don't refund part of a month or unused pages.
• The free trial. It costs nothing, so there is nothing to refund.

4. Billing errors

If we charged you by mistake (for example, a duplicate charge, the wrong amount, or a charge after you had cancelled), we will refund the incorrect amount in full, whether or not you used any pages.

5. Fees

There are no refund or cancellation fees. We refund the full amount you paid to the card you paid with, even though Paystack doesn't return its processing fee to us. We can't refund to a different card or account.

6. How to ask for a refund

Email support@aukly.co.za from the email address on your Aukly account, with the subject "Refund request", and include:

• the payment reference (it starts with "AUK-" and appears on your Paystack receipt); and
• if you like, why you're asking. It helps us improve, but it doesn't affect your refund.

We will check your page usage for that billing month and confirm by email whether the refund is approved. If it isn't, we will tell you why.

7. How long it takes

• We acknowledge your request within 2 business days.
• If approved, we send the refund through Paystack within 5 business days of approval.
• Paystack says refunds usually reach the customer within 3 to 10 working days, depending on your bank.
• In every case, an approved refund will be paid within 30 days of your request.

8. Cancelling your plan

1. Sign in and open Billing & plan from the account menu.
2. Choose Cancel plan, then Yes, cancel my plan.

• When it takes effect: straight away for renewals. Your plan won't renew and your card won't be charged again.
• What you keep: your plan and remaining pages until the end of the month you have already paid for. The Billing page shows the date.
• Cancelling doesn't refund the current month on its own. If you haven't used any of its pages, ask for a refund as described above.
• You can subscribe again at any time. A new subscription starts a new billing month when you pay.
• Deleting your Aukly account also cancels your plan.
• If a renewal payment fails, your pages stop after a one-day grace period. Update your card on the Billing page to continue, or do nothing and you won't be charged.

9. Your rights under ECTA

If you are a consumer, section 44 of the Electronic Communications and Transactions Act (ECTA) gives you the right to cancel an online purchase within 7 days without giving a reason. Section 42(2)(d) says this right doesn't apply to services that began, with your consent, within those 7 days. Before you pay, Aukly asks you to confirm that you want your plan to start straight away and that a month you have used pages from can't be refunded, and your plan starts as soon as the payment is confirmed. Our policy is still more generous than the 7-day right: any month whose pages you haven't used can be refunded in full until that month ends, and the refund is paid within 30 days, as section 44 requires for a cancellation. Nothing in this policy limits your rights under ECTA or the Consumer Protection Act.

10. Contact

Refunds and billing questions: support@aukly.co.za.