Last updated: 6 June 2026 · Effective date: 6 June 2026
LetterUp provides digital document generation services. Because our product is delivered instantly and digitally, our refund policy distinguishes between cases where delivery succeeded and cases where a technical failure occurred. We always aim to resolve genuine issues fairly.
| Scenario | Refund available? |
|---|---|
| Individual letter (R79) — successfully generated and downloaded | No |
| Individual letter (R79) — payment taken but letter failed to generate | Yes — full refund |
| Individual letter (R79) — dissatisfied with quality | Case by case |
| B2B subscription — cancel before next billing date | No partial-month refund |
| B2B subscription — accidental double-charge | Yes — full refund |
| B2B subscription — cancelled but still charged after cancellation | Yes — full refund |
When you pay R79 and your letter is successfully generated and made available for download, the service has been fully delivered. Because the product is a digital document delivered instantly, we are unable to offer a refund once the letter has been generated — even if you change your mind, decide not to send the letter, or are unhappy with the outcome of sending it.
This is consistent with the Consumer Protection Act 68 of 2008 (CPA), which allows suppliers to decline returns of digital goods that have been delivered and accessed.
If you were charged and the letter was not generated due to a technical fault on our side (e.g. a system error prevented the AI from generating a document), you are entitled to a full refund. Please contact us within 7 days of the transaction at support@letterup.co.za with your payment reference and a description of the error.
If you believe the generated letter was materially defective — for example, it cited the wrong legislation, contained obviously incorrect information, or was clearly unsuitable for the category you selected — please contact us. We will review your case and, where we agree the quality fell below a reasonable standard, we will either regenerate the letter for you or issue a refund at our discretion.
Please note: we cannot refund based on the outcome of sending the letter (e.g. the recipient did not respond), as LetterUp provides a document drafting service only and makes no guarantees about legal or commercial outcomes.
Business Portal subscriptions are billed monthly in advance via PayFast recurring billing. Your subscription gives you access to LetterUp's portal features for the full billing month.
You may cancel your subscription at any time from the Subscription page in the Business Portal. On cancellation:
Example: if you are billed on the 1st of the month and you cancel on the 10th, you retain access until the end of that month. No refund is issued for the remaining 20 days.
If you are charged after a confirmed cancellation, or if a double-charge occurs due to a system or payment-processor error, you are entitled to a full refund of the incorrectly charged amount. Please contact us within 30 days of the erroneous charge.
Upgrading or downgrading your subscription tier takes effect at the start of your next billing cycle. No credit or refund is issued for mid-cycle tier changes.
To request a refund, please email support@letterup.co.za with:
We will acknowledge your request within 1 business day and respond with a decision within 5 business days.
Approved refunds are processed via PayFast back to the original payment method. Refunds typically reflect within 3–7 business days, depending on your bank. LetterUp does not charge any administration fee for processing refunds.
Nothing in this Refund Policy limits your statutory rights under the Consumer Protection Act 68 of 2008 or any other applicable South African consumer protection legislation. If you believe we have not resolved your complaint fairly, you may refer a dispute to the Consumer Goods and Services Ombud (CGSO) or to the National Consumer Commission (NCC).
We may update this Refund Policy from time to time. Material changes will be notified to active B2B subscribers by email at least 14 days before they take effect. Your continued use of the service after the effective date of any updated policy constitutes your acceptance of the changes.
For any questions about this policy or to submit a refund request: