Refund & Cancellation Policy

This policy covers refunds and cancellations for a business's or organisation's own Distinct-app subscription. This page replaces any previous app-specific Refund or Cancellation Policy pages, which now redirect here.

Distinct-app subscriptions

Businesses and organisations may subscribe to one or more Distinct-app applications. The applicable subscription price and billing frequency are displayed before signup.

Customers can select an application and complete the online signup process, providing the required account and business information and accepting the applicable policies. Where payment is made by EFT, Distinct-app provides the required payment instructions and activates access once payment has been received and verified. Where an application offers card payment, it is processed by Paystack South Africa (Pty) Ltd and the card is charged each billing period until you cancel; the payment method and recurring terms are displayed before payment.

Subscriptions continue according to the applicable billing frequency until cancelled. Customers may cancel from within an application that offers it (for example Agree, under Plan & usage) or by contacting support@distinct-app.com. Cancellation prevents future subscription periods from becoming payable after the applicable cancellation effective date. Usage fees for the period already running (for example, per-signature fees in Agree) are still billed once.

Fees already paid for a current billing period are generally not refundable solely because the customer stops using the application before the end of that billing period, except where required by applicable law or where a refund is otherwise approved under this policy. Where an incorrect payment, duplicate payment or legitimate service issue occurs, use the Refund Request form or contact support@distinct-app.com to request a review. Refunds are reviewed and processed manually, not automatically.

Agree Client plan (paid by a person who signs)

A person can subscribe to the optional Agree Client plan, paid monthly by card, so that a copy of each document they sign is kept for them from the day they subscribe. They can cancel at any time from the client login; the plan then runs to the end of the period already paid, and copies already kept stay available until they are deleted under the Data Retention Schedule. A month already paid is not refunded because the plan is cancelled part-way through it, except where the law requires. Because the plan starts keeping copies immediately, documents signed before subscribing are never included, and that is not a service fault.

How an approved refund is processed

Refunds are handled manually by Distinct-app, based on a request submitted through the Refund Request form or by email - there's no automatic or self-service refund process. Once a refund is approved, Distinct-app processes it back to the customer's original payment method, or by EFT, as soon as reasonably possible.

Your consumer rights aren't affected

Nothing in this policy limits any right you have under South African consumer protection law, including any cooling-off right that applies to an online purchase by a consumer under the Electronic Communications and Transactions Act 25 of 2002. Where this policy and the Consumer Protection Act or that Act (or other applicable law) differ, your statutory rights take priority.

Questions about a refund

Use the Refund Request form, or email support@distinct-app.com.