1. Scope
This policy applies to paid Lekana subscriptions purchased directly from us and processed through Paystack. Lekana supplies digital services; no physical goods are shipped, so product returns and exchanges do not apply.
If a separate written order form or enterprise agreement contains refund terms, those terms apply to the extent that they differ from this policy.
2. Standard refund position
Except where applicable law requires otherwise, subscription fees are non-refundable once a billing period has begun. We do not ordinarily issue refunds because a customer did not use the service, changed their mind after an applicable cooling-off period, or forgot to cancel before renewal.
We will, however, investigate a refund or correction where:
- a charge was duplicated or the amount charged was incorrect;
- a charge was taken after a confirmed cancellation became effective;
- paid access was not supplied because of a failure within Lekana’s control; or
- a refund or other remedy is required by applicable law.
Where a service problem can reasonably be remedied, we may first restore access, correct the service, or provide an appropriate credit, subject to any remedy you are entitled to by law.
3. Statutory consumer rights
Nothing in this policy limits a right or remedy that cannot lawfully be excluded. Depending on the circumstances, consumers may have cooling-off, cancellation, refund, or performance rights under the Electronic Communications and Transactions Act 25 of 2002, the Consumer Protection Act 68 of 2008, or other applicable law.
Some statutory rights have conditions or exceptions, including where digital services begin with the consumer’s consent before a cooling-off period ends. Where a statutory right applies, the statutory time period and remedy take precedence over this policy.
4. Requesting a refund
Email support@lekana.org.za. For non-statutory requests, please contact us within 30 days of the relevant charge so that we can investigate promptly. Include:
- the billing email address and organisation name;
- the Paystack payment reference, if available;
- the date and amount of the charge; and
- a short explanation of the request.
Do not send full card or banking details by email.
5. Processing approved refunds
Approved refunds are returned through Paystack to the original payment method where possible. We aim to initiate an approved refund promptly, but Paystack, the relevant bank, and the card network control when the amount appears in your account. Any mandatory statutory deadline will continue to apply.
We may ask for reasonable information needed to verify the account holder or payment before processing a refund.
6. Questions
Questions about a charge or this policy can be sent to support@lekana.org.za. Please contact us before initiating a chargeback so that we have an opportunity to investigate, without limiting any right you may have with your payment provider.