Refund Policy

Last updated: 6 June 2026  ·  Effective date: 6 June 2026

1. Summary

Scenario	Refund available?
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

2. Business Portal Subscriptions

2.1 Monthly billing

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.

2.2 Cancellation

You may cancel your subscription at any time from the Subscription page in the Business Portal. On cancellation:

• No further monthly charges will be made;
• Your access continues until the end of the current billing period that you have already paid for; and
• We do not issue pro-rata refunds for the remaining days in the current billing period.

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.

2.3 Billing errors

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.

2.4 Tier changes

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.

3. How to Request a Refund

To request a refund, please email support@letterup.co.za with:

• Your full name and email address used for the purchase;
• Your PayFast payment reference number or transaction ID;
• A brief description of the reason for the refund request; and
• Any screenshots or error messages if the request relates to a technical failure.

We will acknowledge your request within 1 business day and respond with a decision within 5 business days.

4. Refund Processing

Approved refunds are processed via PayFast back to the original payment method. Refunds typically reflect within 3 to 7 business days, depending on your bank. LetterUp does not charge any administration fee for processing refunds.

5. Consumer Rights

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).

6. Changes to This Policy

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.

7. Contact

For any questions about this policy or to submit a refund request:

• Email: support@letterup.co.za
• Website: letterup.co.za