1. Overview
Doc-Assure is a digital software-as-a-service (SaaS) product of Manergy Consulting (Pty) Ltd (reg 2015/246879/07), registered at 25 Casablanca Van Heerden Rd, Halfway House, 1685, South Africa. This Refund Policy explains when and how refunds are issued for paid subscriptions, credits, and add-ons. It forms part of, and should be read with, our Terms of Service and Privacy Policy.
2. Subscriptions & billing
Paid plans are billed in advance on a recurring basis (monthly or annually) until cancelled. You can cancel at any time from your account. Cancelling stops future renewals, and you keep access to paid features until the end of the period you have already paid for.
3. Refunds for subscriptions, plan changes & add-ons
Because Doc-Assure is a digital service delivered immediately, fees already paid are generally non-refundable, except where required by law or expressly stated below:
- Cancelling a subscription does not refund the unused portion of the current period — your access continues until that period ends and then does not renew.
- Downgrading to a lower plan does not refund the difference; the change takes effect at the end of the current paid period.
- Upgrading to a higher plan takes effect immediately; where your payment provider supports it, the unused value of your current plan is credited toward the upgrade.
- One-time purchases, credits, and add-ons are non-refundable once the service has been provided or the credits have been made available.
4. Your statutory rights
Nothing in this policy limits any non-waivable rights you may have under applicable consumer-protection law. In particular:
- Consumers in the EU/EEA and the UK may have a 14-day right to withdraw from a digital-services purchase — unless you asked us to begin the service immediately and acknowledged that you would lose that right by doing so.
- Consumers transacting electronically in South Africa have cooling-off rights under the Electronic Communications and Transactions Act, subject to the exemption for digital content that is supplied, or begins to be supplied, with your consent.
Where a mandatory right applies, we will honour it.
5. How purchases are processed & refunded
How a refund is issued depends on where you purchased:
- Web purchases are processed by our Merchant of Record or payment processor — Paddle for international customers and PayFast for South African customers. Approved refunds are returned to your original payment method through that provider.
- In-app purchases made through the Apple App Store or Google Play are managed by Apple or Google under their own refund policies, and must be requested from them directly (Apple: reportaproblem.apple.com; Google: the Play Store account → order history).
6. Billing errors & discretionary refunds
If you have been charged in error, charged more than once, or experienced a material failure of the Service, contact us and we will investigate and make it right. We may also issue refunds or account credits at our discretion.
7. How to request a refund
Email support@doc-assure.africa from your account email address, including the date and amount of the charge and a brief reason. We aim to respond within a few business days. For App Store or Google Play purchases, please use Apple's or Google's refund process described above.
8. Changes & contact