Refund & Cancellation Policy

1. Digital nature of the service

BillCheck SA provides digital services: automated bill analysis, anomaly reporting, and on-demand generation of dispute letter PDFs. Because these services are delivered electronically and consumed immediately upon generation, standard physical-goods return rights do not apply. This policy sets out the specific terms that do apply.

2. Per-statement checks (R49 once-off)

A per-statement check payment of R49 is non-refundable once the anomaly analysis has been completed and the dispute letter PDF has been generated and made available for download or email delivery.

If you pay for a per-statement check and a technical error on our side prevents delivery of the letter (i.e., the PDF is never generated or delivered), you are entitled to a full refund. To claim, contact us within 5 business days of the transaction using the contact method in Section 6 below.

3. Monthly subscriptions

BillCheck SA offers monthly subscriptions (Household at R59/month, Landlord at R149/month, Pro at R399/month). The following cancellation terms apply:

• You may cancel your subscription at any time from within your account under My Account → Subscription → Cancel subscription.
• Cancellation takes effect at the end of your current paid billing cycle. You retain full access to all subscriber features until that date.
• No partial-month refunds are issued. If you cancel mid-cycle, you will not be charged for the following month, but the current month's payment is non-refundable.
• Your subscription will not auto-renew after cancellation.

4. CPA cooling-off period

In terms of Section 44 of the Consumer Protection Act 68 of 2008 (CPA), consumers who enter into a distance transaction (including online purchases) have the right to cancel the agreement within 5 business days of the transaction, without penalty or reason.

However, where a digital service has already been rendered during that 5-day period — specifically, where you have run a bill check or downloaded a dispute letter — the right of cancellation under CPA Section 44 applies only to the unused portion of the service. The value of any service already rendered will be deducted from any refund due.

For the avoidance of doubt: if you subscribe, use no features within 5 business days, and then cancel within that window, you are entitled to a full refund of that month's subscription fee. Contact us as set out in Section 6.

5. Technical failure refunds

If a payment is successfully processed but the service fails to deliver the expected output (check result, dispute letter, or subscription activation) due to a verified technical error on our side, you will receive a full refund of the amount paid, processed within 5–7 business days via the original payment method (Paystack).

We do not issue refunds for errors in the data you submitted, or for dispute outcomes (i.e., whether your municipality accepts or rejects the dispute). BillCheck SA generates analysis and template letters based on the data you provide; the outcome of any dispute with a third party is beyond our control.

6. How to request a refund

To request a refund or report a technical failure, contact us within 5 business days of the transaction:

• Contact form: billcheck.co.za/contact
• Email: info@billcheck.co.za

Include your registered email address, the date of the transaction, and the Paystack reference number (found in your payment confirmation email) when contacting us. We will respond within 2 business days.

7. Chargebacks

If you believe an unauthorised charge has been made to your card, please contact us first — we resolve legitimate disputes quickly and without requiring you to go through your bank. Initiating a chargeback before contacting us may result in your account being suspended pending investigation.

8. Changes to this policy

We may update this policy. The date at the top of this page reflects the most recent revision. Material changes will be communicated to active subscribers by email at least 5 business days before they take effect.