Refund & Cancellation Policy

This policy explains how cancellations and refunds work for MySportIQ subscriptions. It forms part of our Terms of Service. MySportIQ is an online service; we sell no physical goods.

1. Free trial

Every school starts with a 30-day free trial. No payment details are required to start, so you can evaluate the full service before paying anything.

2. Subscriptions and billing

• Paid plans (Starter, Professional, Enterprise) are billed monthly in South African Rand (ZAR), in advance.
• You can pay by card or instant EFT through our payment processor, PayFast, or by EFT against an invoice we send you.
• Prices are shown on our pricing page and in your billing settings before you pay.

3. Cancelling

• You can cancel at any time. There are no contracts or lock-in periods.
• Cancellation takes effect at the end of the billing period you have already paid for. You keep full access until then, and no further payments are taken.
• To cancel, use the cancellation link in your PayFast subscription emails, or email us at hello@zelar.co.za and we will cancel it for you, normally within one business day.
• After cancellation or the end of a trial, the school’s account moves to the Free plan. Data is kept as described in our Privacy Policy.

4. Refunds

We will refund you in these cases:

• Duplicate or incorrect charges — if you were charged twice, or charged an amount that does not match your plan, we refund the difference in full.
• Charge after cancellation — if a payment is taken after your cancellation took effect, we refund it in full.
• Service not delivered — if you paid and your plan was not activated, and we cannot fix it promptly, we refund the payment.
• First paid month — if you upgrade and the service is not what you expected, contact us within 7 days of your first payment and we will refund that first month.
• Where the law requires it — including any cooling-off or refund rights you have under the Consumer Protection Act, 2008 or the Electronic Communications and Transactions Act, 2002.

Beyond the above, payments for a billing period that has already started are not refunded, and we do not give partial refunds for unused days in a month.

5. How to request a refund

Email hello@zelar.co.za with your school name, the date and amount of the payment, and the reason. We respond within 2 business days.

6. How refunds are paid

Approved refunds are returned to the original payment method (card refunds go back to the same card; EFT refunds to the bank account that paid). Refunds are normally processed within 5–10 business days, depending on your bank.

7. Failed or declined payments

If a monthly payment fails, we will notify you and the account may move to a past-due status. Update your payment details through the link in your PayFast email. If payment is not resolved after reminders, the school’s account may be downgraded to the Free plan.