Refund Policy

1. Free Tier and Guest Try

Guest "Try" tools and the free logged-in tier are provided at no cost, so no refund applies to them.

This policy applies to every SizaPoint customer, whether in South Africa or elsewhere in the world. Charges to South African customers are billed in South African Rand (ZAR); customers in other countries are billed in the currency shown at checkout, and any refund is made in that same currency.

2. Paid Subscriptions

Study Capacity plans are billed on a recurring basis — monthly, six-monthly, or annually, unless a different period is shown at checkout. Charges are processed automatically on your renewal date until you cancel, where recurring billing applies in your country. Upgrades are charged immediately, with unused time on your previous plan applied as checkout credit toward the upgrade; downgrades take effect at the end of the period you have already paid for.

3. Refund Eligibility

Where our records confirm a billing error, we refund the affected charge in full. This includes a duplicate charge for the same period (together with any bank fees the duplicate caused), a charge for a period that began after you cancelled, or a charge raised contrary to these rules after a request to delete your account. Confirming a billing error is a records check — every cancellation, plan change, deletion request, and payment is timestamped — and usually takes minutes. Where the records do not support a claim, we will tell you in writing what they show, with the relevant dates and amounts.

All other refund requests are assessed case by case, fairly, against your actual account records, and every decision is given with its reasons.

The 14-day change-of-mind guideline: a request made within 14 days of a charge will normally result in a full refund only where the period paid for is essentially unused — included AI credits unused or virtually unused, storage and document allowances substantially untouched, and no documents or work submitted for AI processing, analysis, paraphrasing, transcription, or generation. Using credits and submitting work is what the payment is for; once work has been submitted or credits used beyond a trivial amount, the change-of-mind guideline no longer applies, and the request is assessed on its facts instead.

Trials come first: where your subscription followed a free trial or free-tier use, the change-of-mind guideline applies only if you used none of the included credits during that trial. A trial is your opportunity to evaluate the service before paying, and credits consumed while evaluating it count as use. Depending on the circumstances, and by mutual agreement, we may settle an approved refund as SizaPoint AI credits or wallet credit.

4. How to Request a Refund

Email billing@sizapoint.com (or use the Contact page under "Billing & subscriptions"), including your account email, the date and amount of the charge, and a short description of what happened.

We aim to respond within one business day. Once we have the information we need, we communicate the decision and its reasons. Approved refunds are processed within two (2) business days of approval and usually arrive within 5 to 10 business days, depending on your bank or payment provider; refunds settled as SizaPoint AI credits or wallet credit are available immediately.

If you disagree with a decision, reply to the decision email and a different member of our team will re-review the records. South African customers may escalate, free of charge, to the Consumer Goods and Services Ombud (CGSO) on 0860 000 272 or via www.cgso.org.za, and may lodge a complaint with the National Consumer Commission (NCC) through its e-Services portal at thencc.org.za. Nothing in this policy restricts your right to approach a court or any other forum with jurisdiction, including forums in your country of residence where its law so provides.

5. Cancellations

You can cancel a paid plan at any time from Study Capacity settings inside the app. Cancelling stops future renewals; access continues until the end of the period you have already paid for, after which your account moves to the free tier. We do not refund the unused days of a period that is still yours to use, and no partial refund arises from a downgrade taken mid-period, because the paid period is delivered in full. Requesting deletion of your account cancels your subscription on the same basis; deletion itself takes effect after a 30-day grace period.

These are our commercial positions only. Where the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any mandatory consumer-protection law of your country of residence gives you a right to cancel or to a refund in a particular situation, that right is not affected by anything in this policy, and we will give effect to it when you exercise it.

6. Credits and Prepaid Balances

Your SizaPoint wallet may hold credit from refunds settled as credit with your agreement, checkout credit from an upgrade, and separately purchased prepaid credits. Wallet credit can be applied to any future subscription charge or purchase, in part or in full.

Prepaid credits that you purchase separately remain redeemable for at least three years from the date of issue, as section 63 of the Consumer Protection Act requires, and we will not require any additional payment to redeem them. The allowances bundled into a subscription period — monthly AI credits, storage, and document limits — are benefits of that period rather than vouchers; they reset each period as described at checkout.

7. How Refunds Are Paid

Where the law entitles you to a refund, the choice of how you receive it is yours. Refunds are returned to the payment method you originally used, through the payment service provider you paid through — in Rand for South African customers, and in the currency you paid in for everyone else. With your agreement, a refund may instead be settled as SizaPoint wallet credit or AI credits, available immediately; agreeing to credit is always your decision — we may propose it, but never impose it.

Partial refunds, where a full refund would not be appropriate, are calculated on the unused portion of the period using VAT-inclusive amounts: you receive back no more and no less than what you paid for the part you did not use. Where a refunded charge earned an invite or referral reward, that reward may be reversed together with the refund.

8. Chargebacks

Please contact us before filing a chargeback with your bank or card issuer — most billing issues can be resolved faster directly. Accounts with unresolved chargebacks may be suspended pending investigation.

9. Contact, Governing Law and Changes

When we change this policy, we publish the new version with a new effective date in the Trust Centre; the version in force on the date of a charge governs that charge.

This policy, and any dispute arising from it, is governed by the laws of the Republic of South Africa. If you are a customer outside South Africa, the choice of South African law does not limit any mandatory consumer-protection right you have under the law of your country of residence. This policy is written in plain language, as section 22 of the Consumer Protection Act requires of consumer agreements; where a legal principle is summarised, the statute prevails.

Billing questions: billing@sizapoint.com, or the Contact page, topic "Billing & subscriptions."