← Back to Home

Refund & Cancellation Policy

Effective Date: January 6, 2025

Last Updated: January 6, 2025

At SiteReady, we strive to provide high-quality SHEQ compliance and tender document generation services. This Refund & Cancellation Policy explains your rights regarding refunds, cancellations, and dispute resolution in accordance with South African consumer protection laws.

1. Refund Eligibility

1.1 Document Packs (Pay-Per-Pack)

Basic Pack (R499 / 1 credit) & Premium Pack (R999 / 3 credits)

  • Full Refund: Available within 5 business days of purchase if:
    • You have NOT used any document credits
    • You have NOT generated any documents
    • You request the refund via our contact form
  • Partial Refund: If you have used some (but not all) credits within 5 business days, you will receive a prorated refund:
    • Basic Pack: R499 per unused credit
    • Premium Pack: R333 per unused credit (R999 ÷ 3 credits)
  • No Refund: After 5 business days, OR if all credits have been used
  • Technical Issues: Full refund available at any time if documents fail to generate due to platform errors

1.2 Pro Monthly Subscription (R1,499/month)

  • First Payment: Full refund available within 5 business days of initial subscription if no documents have been generated
  • Subsequent Renewals: No refund for current billing period once payment is processed
  • Cancellation: You may cancel at any time; access continues until the end of the current billing period
  • Prorated Refunds: Not available for partial months

1.3 Technical Issues & Service Failures

We will provide a full refund or credit replacement if:

  • Document generation fails due to platform errors
  • Generated documents are corrupted or unreadable
  • Payment was processed but credits were not added to your account
  • Service is unavailable for more than 48 consecutive hours

2. Your Rights Under South African Law

In accordance with the Consumer Protection Act 68 of 2008, you have the right to:

  • Cooling-Off Period: Cancel your purchase within 5 business days for a full refund (subject to conditions in Section 1)
  • Fair Dealing: Receive clear information about pricing, features, and limitations before purchase
  • Quality Assurance: Receive services that are fit for purpose and of reasonable quality
  • Dispute Resolution: Lodge complaints with the Consumer Goods and Services Ombud if disputes cannot be resolved

Important: The cooling-off period does NOT apply to digital content (generated documents) that have already been downloaded or used.

3. How to Cancel Your Subscription

3.1 Pro Monthly Subscription Cancellation

You can cancel your Pro Monthly subscription at any time using either method:

Option 1: Dashboard (Recommended)

  1. Log in to your SiteReady account at siteready.co.za/dashboard/billing
  2. Click "Manage Subscription"
  3. Click "Cancel Subscription"
  4. Confirm cancellation
  5. You will receive an email confirmation

Option 2: Contact Support

  1. Use our contact form
  2. Subject: "Cancel Subscription"
  3. Include your registered email address and account details
  4. We will process your cancellation within 1 business day

3.2 When Does Cancellation Take Effect?

  • Immediate: Your subscription is marked as "Cancelled" immediately
  • Access Until Period Ends: You retain full access to unlimited document generation until the end of your current billing period
  • No Future Charges: You will NOT be charged for the next billing cycle
  • Example: If you cancel on January 15th but your billing period ends on January 31st, you can continue generating documents until January 31st

3.3 Document Packs (Pay-Per-Pack)

Document packs (Basic & Premium) do NOT auto-renew. Once you use your credits, you can purchase another pack if needed. No cancellation is required.

4. What Happens to Your Documents?

4.1 Document Pack Users (Basic & Premium)

⏰ 72-HOUR RETENTION POLICY

  • All generated documents are automatically deleted after 72 hours
  • You MUST download your documents within 72 hours of generation
  • Save documents locally to your device or cloud storage
  • After 72 hours, documents cannot be recovered

4.2 Pro Monthly Subscription Users

  • Documents are stored while your subscription is active
  • Upon cancellation, all documents are deleted immediately when the billing period ends
  • IMPORTANT: Download all documents BEFORE your subscription ends
  • Deleted documents cannot be recovered

💾 Backup Recommendation: Always keep local copies of important documents. SiteReady is a generation tool, not a permanent storage solution.

5. How to Request a Refund

Step-by-Step Process:

  1. Submit Request via Contact Form:
    • Visit: siteready.co.za/contact
    • Subject: "Refund Request - [Your Order/Invoice Number]"
    • Include: Registered email, purchase date, reason for refund
  2. We Review Your Request:
    • Response time: 2-5 business days
    • We verify your purchase and usage history
    • We check eligibility based on Section 1
  3. Refund Approval:
    • If approved, refund processed within 5-10 business days
    • Refunded to original payment method (PayPal or PayFast)
    • You receive email confirmation with refund reference number
  4. Refund Denial:
    • If denied, we provide detailed explanation
    • You may escalate to dispute resolution (see Section 6)

5.1 Refund Timeframes

  • PayFast: 5-10 business days to reflect in your bank account
  • PayPal: 3-5 business days to reflect in your PayPal balance
  • Bank Processing: Additional 2-5 days depending on your bank

6. Dispute Resolution Process

If you are unhappy with our service or have a dispute regarding refunds or cancellations:

Step 1: Contact SiteReady Support

  • Contact Form: siteready.co.za/contact
  • Response time: 2-5 business days
  • We will attempt to resolve the issue fairly and promptly

Step 2: Escalation to Management

  • If not resolved within 10 business days, request escalation to management
  • Management review: 3-5 business days
  • Final decision provided in writing via email

Step 3: External Dispute Resolution

If the dispute cannot be resolved internally, you may contact:

Consumer Goods and Services Ombud (CGSO)

National Consumer Commission (NCC)

7. Special Circumstances & Exceptions

7.1 Service Outages

If SiteReady is unavailable for more than 48 consecutive hours, Pro Monthly subscribers will receive:

  • 1 free document pack credit for every 24 hours of downtime
  • OR prorated credit towards next billing cycle

7.2 Force Majeure

Refunds may be delayed or denied if service disruption is caused by events beyond our control (natural disasters, power outages, internet service provider failures, government restrictions, etc.).

7.3 Account Termination for Violations

If your account is terminated for violating our Terms of Service, you are NOT eligible for refunds of unused credits or subscription fees.

8. Contact Us

For refund requests, cancellations, or questions about this policy:

Contact Form: siteready.co.za/contact

WhatsApp: Message our support bot and select "Help/Support"

Response Time: 2-5 business days (Mon-Fri, 9am-5pm SAST)

9. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of SiteReady after changes constitutes acceptance of the updated policy.

For significant changes affecting your rights, we will notify you via email.

Quick Summary

  • ✅ 5-day cooling-off period for all purchases (subject to usage)
  • ✅ Full refunds for technical issues caused by our platform
  • ✅ Cancel anytime - Pro Monthly subscriptions, no hassle
  • ⏰ Download within 72 hours - Document packs auto-delete after 72h
  • 📧 Use our contact form for all refund/cancellation requests
  • ⚖️ Consumer protection - Your rights under SA law are protected
Terms of Service|Privacy Policy|Contact Us

© 2026 SiteReady. All rights reserved.