Refund & Cancellation Policy

Last updated: 4 August 2026

This policy explains how billing, cancellation, and refunds work for the Konductro platform. It forms part of, and should be read together with, our Master Subscription Agreement.

The platform is operated by Konductro (Pty) Ltd (registration number 2026/423844/07) ("we", "us", "our"), a company registered in the Republic of South Africa.

This policy applies to customers who subscribe online and pay by card ("Standard Customers"), who are billed in arrears. Enterprise Customers who subscribe under a signed Order Form are billed in advance by invoice; their billing, cancellation, and refund terms are governed by the Master Subscription Agreement and their Order Form, not by this policy.

Summary

Every new customer gets a 14-day free trial — you evaluate the full product before you are charged anything.
Charges are billed in arrears — after each billing period, for the seats made available to you during that period. Because each invoice covers access we have already provided, charges are non-refundable.
You can cancel at any time. Cancellation stops future billing; it does not refund the current period.
We always correct genuine billing errors — duplicate charges, incorrect amounts, or being charged for the platform when you were never given access to it.
Nothing in this policy limits any right you have that cannot be excluded under South African law.

Free trial

New customers may access the platform on a 14-day free trial at no cost. The trial is your opportunity to evaluate whether Konductro is right for you before any payment is due. No card is charged, and no fee is payable, during the trial period.

You may cancel at any point during the trial without charge. If you do not cancel before the trial ends, your subscription begins and billing starts in line with the plan you selected.

Billing

Unless agreed otherwise in writing, we bill in arrears. Your subscription fee is based on the number of seats made available on your account. At the end of each billing period (for example, monthly), we invoice you for the seats provided during that period.

Because you are billed after the seats have been made available, every invoice covers access we have already provided to you — whether or not each seat was actively used.

Refunds

Because you are able to evaluate the full product during the free trial, and because our fees relate to seats we have already made available to you, fees are non-refundable. In particular, we do not provide refunds or credits for:

Subscription charges for seats already made available during a billing period.
Periods, or seats, that you did not use, or under-used.

This does not affect your right to cancel — see Cancellation below.

Cancellation

You may cancel your subscription at any time through your account settings or by contacting us. When you cancel:

Your cancellation takes effect at the end of the current billing period.
You keep access to the platform until the end of that period.
You will receive a final invoice, in arrears, for the services provided up to that point. This invoice is payable and, in line with the Refunds section above, is not refundable.
You will not be charged for anything after that.

We may suspend or terminate access in the circumstances set out in the Master Subscription Agreement and Acceptable Use Policy.

Billing errors

We will always put right a genuine billing error. If any of the following happen, we will refund or credit the affected amount:

You were charged more than once for the same period (a duplicate charge).
You were charged the wrong amount through an error on our side.
You were charged for the platform but never given access to it — for example, your paid account was never activated.

This covers billing and provisioning mistakes only. It does not create a right to a refund for bugs, defects, errors, interruptions, downtime, or the platform not meeting your expectations. Service availability, support, and any related remedies are governed by the Master Subscription Agreement and are not dealt with by refunds under this policy.

Please tell us within 30 days of the charge so we can investigate and, where a refund is due, process it to the original payment method.

Your statutory rights

This policy does not exclude or limit any right you have under the Consumer Protection Act, 2008, the Electronic Communications and Transactions Act, 2002, or other applicable South African law that cannot lawfully be excluded. Where the law gives you a right that is more favourable than this policy, that right applies.

How to request a refund or cancel

Email: support@konductro.com
Telephone: +27 18 175 0242
Post: Konductro (Pty) Ltd, Unit 2, Kilwa House, Bondev Office Park, Wierda Rd, Zwartkop 356-Jr, Centurion, 0185, South Africa

Changes to this policy

We may update this policy from time to time. The "Last updated" date at the top of the page tells you when it last changed. The version in force when you are charged is the version that applies to that charge.