1. Cooling-Off Period
IntelliAI Group offers a statutory cooling-off period for all new subscription activations, in accordance with the Consumer Protection Act (CPA) and our Enterprise SaaS terms:
| Subscription Type | Cooling-Off Period | Refund Eligibility |
|---|---|---|
| Monthly Standard (ZAR 14,500/mo) | 14 calendar days from first payment | 100% refund — no questions asked |
| Monthly Enterprise (ZAR 29,500/mo) | 14 calendar days from first payment | 100% refund — no questions asked |
| Monthly Sovereign (ZAR 49,500/mo) | 14 calendar days from first payment | 100% refund — no questions asked |
| Annual Standard (ZAR 147,900/yr) | 30 calendar days from first payment | 100% refund — no questions asked |
| Annual Enterprise (ZAR 300,900/yr) | 30 calendar days from first payment | 100% refund — no questions asked |
| Annual Sovereign (custom agreement) | 30 calendar days from first payment | 100% refund — subject to custom agreement terms |
How to initiate cooling-off: Email billing@intelliaigroup.co.za with subject "COOLING-OFF REQUEST — [Invoice Number]" within the applicable period. Refunds are processed to the original payment method within 5–10 business days.
2. Pro-Rata Refund Formula (Post Cooling-Off)
After the cooling-off period expires, subscribers may cancel at any time and receive a pro-rata refund for unused service days. The formula is:
Where:
• Total Paid = Amount paid for the current billing period
• Monthly Fee = The monthly equivalent of the plan rate
• Months Used = Full months elapsed since last payment
• Processing Fee = Fixed administrative cost (ZAR 250)
Example — Enterprise Monthly: You paid ZAR 29,500 on 1 August. You cancel on 18 August. You used 18/31 of the month. Refund = 29,500 − (29,500 × 18/31) − 250 = ZAR 12,614.52.
Example — Standard Annual: You paid ZAR 147,900 on 1 January. You cancel on 15 May (4.5 months used). Monthly equivalent = 147,900 / 12 = 12,325. Refund = 147,900 − (12,325 × 4.5) − 250 = ZAR 92,187.50.
3. Cancellation Process
Subscribers may cancel through any of the following channels:
- Portal Cancellation: Log in to dashboard → Billing → Cancel Subscription. Effective at end of current billing period.
- Email Cancellation: Send to billing@intelliaigroup.co.za from the registered billing email with subject "SUBSCRIPTION CANCELLATION — [Account ID]".
- Written Notice: Postal notice to 8431 Ketting Road, Devland Ext 36, Johannesburg 1811. Effective 5 business days after receipt.
Cancellation does not delete your data immediately. Data is retained for 90 days post-cancellation (grace period) to allow reactivation, after which it is purged per our Retention Schedule (see Privacy Policy Section 7).
4. Non-Refundable Items & Exceptions
The following charges are non-refundable under all circumstances:
- Setup & Onboarding Fees: One-time implementation, configuration, and training fees (ZAR 5,000–ZAR 25,000 depending on tier).
- Custom Development: Bespoke code, API integrations, or division-specific model training commissioned outside standard subscription scope.
- Overage Charges: API call overages, storage overages, or compute burst charges incurred during the billing period.
- Third-Party Costs: Pass-through costs for external services (e.g., SARS filing fees, legal registry searches, geological survey data).
- Domain & SSL Certificates: Annual domain registration, wildcard SSL, and DNS management fees.
Exception — Service Unavailability: If IntelliAI Group fails to meet the SLA uptime guarantee (99.9% Standard, 99.99% Enterprise, 99.999% Sovereign) for a cumulative period exceeding the threshold in any billing month, the subscriber is entitled to a service credit equal to 1/30 of the monthly fee per full day of unavailability, up to a maximum of 100% of that month's fee. Service credits are applied to the next invoice or refunded if no further billing occurs.
5. Chargeback & Dispute Resolution
Before initiating a chargeback with your bank or card issuer, we require that you contact our billing team directly at billing@intelliaigroup.co.za and allow 10 business days for resolution. Unjustified chargebacks may result in:
- Immediate suspension of all services and API access.
- Reporting to credit bureaus and fraud monitoring databases.
- Legal recovery action for the disputed amount plus administrative costs.
All disputes are governed by the laws of the Republic of South Africa and subject to arbitration under the Arbitration Foundation of Southern Africa (AFSA) rules, with Johannesburg as the seat.
6. Enterprise & Government Contracts
Sovereign Tier clients and government entities operating under custom Master Service Agreements (MSAs) are subject to the refund and termination clauses specified in their signed contracts. Where the MSA is silent, this Refund Policy applies as a fallback. Custom contracts may specify longer notice periods (typically 90 days) and different pro-rata calculations.
7. Policy Updates
This Refund Policy is reviewed quarterly. Material changes are communicated via email 30 days in advance. The current version is effective 01 August 2026.
Version: 1.0.0
Effective: 01 August 2026
Next Review: 01 November 2026
Approved By: Solomon Makwedini, CEO