Refund and Cancellation Policy

This Refund and Cancellation Policy explains how you can cancel a paid Ann-Connect service and when you are entitled to a refund. It applies to purchases of Ann-Workspace, Room, Nexa AI and other paid Ann-Connect services (“the services”), and forms part of our Terms of Service. In this policy, “Ann-Connect”, “we”, “our” and “us” means Ann-Connect, based in Pretoria, South Africa.

Where you use the services through a school, university or organisation that has its own agreement with us, that agreement takes priority over this policy for everything it covers.

• Room and Nexa AI plans are billed monthly in South African Rand (ZAR).
• Ann-Workspace plans for schools, universities and academies are billed per student, per year, in ZAR.
• Enterprise and custom plans are priced and billed under a written agreement with us.
• Free plans and free trials carry no charge, so nothing is refunded when you cancel them.

Card and other online payments are processed securely by our payment provider, Paystack. We do not store your full card details. The price you are shown before you pay is the price you are charged, and a payment confirmation is sent to the email address you provide.

Monthly plans: You can cancel at any time. To cancel, contact us using the details in section 9, or use the cancellation option in your account where it is available. Once cancelled, you will not be billed again. You keep access until the end of the month you have already paid for.

Annual and per-student plans: These renew each year. To stop the renewal, cancel before the renewal date. If you cancel after a renewal has been charged, section 4 and section 5 apply. Access continues until the end of the period you have paid for.

Enterprise and institutional agreements: Cancellation follows the notice period and terms in your signed agreement.

Cancellation by us: We may cancel or suspend a service if these terms or our Terms of Service are seriously breached, or if a payment fails and is not resolved after we have contacted you. If we cancel a paid service for any reason other than your breach, we will refund the unused part of what you paid.

If you are an individual buying a service online, you may cancel within 7 days of the date you completed your purchase, without giving a reason and without a penalty, and receive a full refund of what you paid. This is your right under section 44 of South Africa’s Electronic Communications and Transactions Act, where it applies to your purchase. To use it, contact us within the 7 days.

Apart from the cooling-off period, we will refund you in these cases:

• You were charged twice for the same purchase, or charged the wrong amount.
• You were charged without your authorisation.
• The service you paid for could not be provided or was unavailable for a significant part of the period you paid for, and we could not fix it within a reasonable time.
• We cancel a paid service, as described in section 3.
• A refund is required by law.

We do not give refunds in these cases:

• You cancel after the cooling-off period and ask for a refund of the part of a paid month or year you did not use.
• Your access was suspended or ended because you broke our Terms of Service.
• You forgot to cancel before a renewal. Where this happens, contact us anyway and we will review each case fairly.
• Fees paid to a school, university or other institution. Those are governed by that institution’s own policy.

Email us at the address in section 9 from the email address you used when you paid. Please include your name, the payment reference or the date and amount of the payment, and the reason for your request. We will reply within 5 business days to confirm whether the refund is approved or to ask for more information.

Approved refunds are paid back to the card or account you used to pay, through Paystack, in the same currency you paid in. We start the refund within 5 business days of approving it. Your bank or card issuer then decides how long it takes to show on your statement, which is usually between 5 and 10 business days, and sometimes longer. We cannot refund to a different card or account.

If a payment fails, you are not charged for that attempt. If money left your account but you did not receive the service, contact us with your payment reference and we will investigate and put it right. If you are unhappy with a charge, please contact us first so we can solve it quickly. Raising a dispute with your bank over a valid charge may lead to your access being suspended while the dispute is resolved.

• Email: hello@ann-connect.com
• Legal enquiries: legal@ann-connect.com
• Tel: 012 006 5187
• Website: https://ann-connect.com
• Address: 1 Mark Shuttleworth Street, Lynwood, Pretoria, 0087, South Africa

We may update this policy from time to time. The date at the top shows when it last changed. A change does not affect a purchase you completed before it was published.