Refund Policy

1. Automatic Credit Refunds

If a report fails to generate successfully due to a system error or platform connection issue, the credits deducted for that report are automatically refunded to your account balance. No action is required on your part. You will see the refund reflected in your transaction history on the Billing page.

2. Monthly Subscription Payments

Monthly subscription fees (Starter, Growth, or Agency plans) are billed in advance and are non-refundable once the billing period has commenced and the monthly credits have been issued to your account.

If you cancel your subscription before the next billing date, you will retain access and credits for the remainder of the current billing period. No further charges will be made after cancellation.

Exception: If you were charged due to a technical error (e.g. double-charged, charged after cancellation), you are entitled to a full refund of the erroneous charge. Contact us within 14 days of the charge.

3. Top-Up Credit Packs

Top-up credit purchases are non-refundable once the credits have been added to your account, as they are a digital product delivered immediately upon payment.

Unused top-up credits roll over indefinitely and do not expire, so there is no risk of losing credits you have purchased.

Exception: If credits were not added to your account after a successful payment (due to a webhook or system failure), contact us and we will either add the credits or issue a full refund.

4. When You Are Entitled to a Refund

You are entitled to a refund in the following circumstances:

• You were charged twice for the same transaction
• You were charged after a confirmed cancellation
• A top-up credit pack was paid for but credits were never added to your account
• The Service was completely unavailable for more than 72 consecutive hours during a paid billing period

5. How to Request a Refund

To request a refund, email info@reportlab.co.za with:

• Subject line: Refund Request
• Your registered email address
• The date and amount of the charge
• A brief description of the issue

We will acknowledge your request within 2 business days and aim to resolve it within 7 business days.

6. Refund Processing

Approved refunds are processed via the original payment method through PayFast. Refunds typically appear within 5–10 business days depending on your bank or card issuer. We will confirm by email once a refund has been initiated.

7. Consumer Protection Act

Nothing in this Refund Policy limits your rights under the Consumer Protection Act 68 of 2008 of South Africa. Where applicable law provides greater rights than those described here, those rights take precedence.

8. Contact

IMC Media PTY LTD (Registration No. 2019/502353/07)
Email: info@reportlab.co.za
Website: reportlab.co.za