Refund & Cancellation Policy

1. 7-day free trial

Eligible new CutFlow businesses receive a 7-day free trial. The trial itself is R0. If no paid subscription is activated by the end of the trial, subscription-controlled access may be locked. No refund is required for the free trial because no CutFlow subscription fee is charged for that trial period.

2. Paid subscription plans

The current standard CutFlow plans are:

• Monthly: R299 per month.
• Annual: R3,300 per year.

Subscription payments are made by EFT to the bank account shown on the CutFlow invoice. A paid period begins once the payment is received and verified by Isiphosendalo Solutions.

3. Cancelling a subscription

A Business may cancel or request cancellation through any cancellation option made available in CutFlow or by contacting Isiphosendalo Solutions. Once cancellation is processed, future renewal charges will stop, subject to any applicable notice period or other rights and obligations under South African law.

Unless applicable law or an approved refund requires otherwise, cancelling a subscription does not automatically refund a billing period that has already started or an annual period that has already been paid for.

4. When a refund may be considered

Refund requests are assessed fairly and in accordance with applicable law. A refund may be approved where, for example:

• the same CutFlow subscription charge was processed more than once;
• an incorrect amount was charged because of a verified billing error;
• a payment was taken after a cancellation had already been properly processed and should not have renewed;
• a material service problem attributable to CutFlow prevented meaningful use of the paid service and could not be remedied within a reasonable time;
• the law requires a refund, rescission, cancellation or other remedy; or
• Isiphosendalo Solutions approves an exceptional refund after reviewing the circumstances.

5. Situations that are generally not refundable

Subject always to rights that cannot lawfully be excluded, we generally do not provide refunds merely because:

• the Business changed its mind after the free trial and after a paid period began;
• the Business did not use the service during part or all of a paid period;
• staff did not adopt the system or customers were not directed to use the booking link;
• the Business forgot to cancel before a valid renewal that it had authorised;
• the Business expected a particular increase in revenue, bookings or customer retention that was not achieved; or
• the problem was caused by the Business's internet connection, device, incorrect settings, third-party service or unauthorised account use rather than a CutFlow service failure.

6. Monthly subscriptions

For a monthly subscription, cancellation normally stops the next renewal. The current paid month is generally non-refundable once it has started, except where a refund is required by law or approved under this Policy.

7. Annual subscriptions

For an annual subscription, the R3,300 payment covers 12 months of access. Cancelling an annual plan normally stops future renewal but does not automatically create a pro-rata refund for unused months, except where required by law or specifically approved after review.

If an annual agreement is subject to any mandatory cancellation right, notice requirement or reasonable cancellation-charge rule under applicable South African law, that legal right will apply despite anything in this Policy.

8. Direct marketing and statutory rights

Nothing in this Policy removes any cooling-off, rescission, cancellation, refund or other consumer right that applies by law. Depending on the facts of a transaction, South African legislation such as the Consumer Protection Act 68 of 2008 or Electronic Communications and Transactions Act 25 of 2002 may provide rights that override a contractual policy.

9. Customer payments to salons and barbers

Payments made by a salon's or barber's own customers for haircuts, beauty services, deposits, EFTs, card payments, Yoco, Ozow or other business-specific payment methods are separate from the CutFlow subscription.

The relevant salon, barber or Business is responsible for its own customer refund policy and for resolving customer-service payment disputes, except where CutFlow has expressly accepted responsibility for a particular transaction. Customers should contact that Business directly about a refund for a service booking or purchase.

10. Unauthorised or suspicious charges

If you believe a CutFlow subscription payment was unauthorised, contact us promptly and also contact your bank or payment provider where appropriate. We may ask for information reasonably necessary to investigate the payment. Do not send PINs, passwords or full card details by email or WhatsApp.

11. How to request a refund

Send the request to Isiphosendalo Solutions using the contact details below. Please include:

• business name;
• account email or mobile number;
• payment date and amount;
• payment or transaction reference, if available; and
• a short explanation of why the refund is requested.

We may request additional information to verify the payment or account before deciding the request.

12. Refund processing

If a refund is approved, we will normally return it to the original payment method where reasonably possible. We aim to initiate approved refunds within 10 business days after approval, but the payment provider or receiving bank may take additional time to reflect the funds.

A refund may be reduced or withheld only where permitted by applicable law, for example if a lawful reasonable cancellation charge applies.

13. Chargebacks

Before initiating a chargeback for a billing issue, we encourage you to contact us so we can investigate and try to resolve the matter. This does not prevent you from exercising any lawful right available through your bank, card issuer or payment provider.

14. Changes to this Policy

We may update this Policy from time to time. Any change will apply prospectively from its stated effective date and will not remove rights that have already arisen or rights that cannot lawfully be excluded.

Contact us

Refund and cancellation requests should be sent using the contact details above.