Cancellation & Refund Policy

1. What this policy covers

This policy applies to SupplierAdvisor® platform fees only — the company SaaS subscription (and related prepaid platform plans) you pay us so your organisation can use the Platform.

It does not cover money that never flows through SupplierAdvisor, including: gym or clinic member/patient fees; goods or services you buy or sell with trading partners; logistics or carrier charges; or any fees you set inside FitAdvisor®, clinic Advisors, or other vertical modules. Those arrangements stay between you and your customers or suppliers.

2. Free trial

• Where a free trial is offered (e.g. 30 days), you may cancel at any time during the trial without a platform subscription charge for that trial period.
• If you do not cancel before the trial ends and a paid plan is required to continue, billing may start as described at checkout or in-app Billing.
• Cancel during the trial from Dashboard → My business → Billing (or by emailing us — see Contact).

3. Cancelling a paid subscription

• You may cancel a recurring platform subscription at any time. Cancellation stops future renewals.
• Access typically continues until the end of the paid period already purchased (unless we agree otherwise or terminate for breach under our Terms of Service).
• How to cancel: use in-app Billing where available, or email hello@supplieradvisor.com from an account admin address with your company name and the email on the account.
• We will confirm cancellation by email when processed. Keep the confirmation for your records.

4. Refunds — monthly plans

Monthly platform subscriptions are generally billed in advance for the month.

• Cooling-off / good-faith review. If you cancel within 7 days of the first paid charge for a new monthly subscription and have not made material productive use of paid features (for example, only exploratory setup), you may request a full refund of that first charge.
• After that window, or after material use of the paid service, monthly fees are non-refundable for the current period. Cancellation prevents the next renewal.
• Duplicate or accidental charges (e.g. double billing due to a technical error) are refundable once verified.

5. Refunds — prepaid and multi-year plans

• Prepaid multi-month or multi-year platform plans are sold at a discount because they are committed terms.
• Unless required by law or expressly stated at purchase: prepaid amounts are not pro-rated for early cancellation after the first 7 days of the prepaid term (same good-faith review as monthly for brand-new first-time prepaid purchases).
• If we permanently discontinue the Platform and cannot provide a reasonable substitute, we may refund a fair portion of unused prepaid time at our discretion or as required by law.

6. How refunds are paid

• Approved refunds are returned to the original payment method (e.g. card via Paystack) where possible.
• Bank or card networks may take several business days to show the credit after we process the refund.
• Refunds are issued in the currency charged (typically ZAR for South African billing) unless the payment provider requires otherwise.

7. What we do not refund

• Third-party costs (identity verification, SMS, blockchain network fees, payment-provider fees not reversed by the provider).
• Commercial payments between you and your buyers, suppliers, members, patients, or other users — SupplierAdvisor is not the merchant of those trades.
• Periods of suspended access resulting from your breach of the Terms, fraud, or illegal use.
• Services already fully delivered (for example, a completed paid onboarding or one-off professional service we invoice separately, unless that invoice states otherwise).

8. Chargebacks and payment disputes

Please contact us before raising a chargeback so we can resolve the issue quickly. Unwarranted chargebacks may lead to account review or suspension. If a payment is reversed by the bank or processor, we may suspend access until the account is current. Referral or partner payouts tied to a reversed payment may be voided (see Terms on supply-chain referral fees).

9. Changes to plans and pricing

We may change plan features or pricing for future periods. Material changes will be communicated through the site or account notices. Price changes do not retroactively alter a prepaid term already paid, except where required by law.

10. South African law and consumer rights

SupplierAdvisor is primarily a business-to-business platform. Where mandatory consumer or other protections under South African law apply to you, those rights are not excluded by this policy. This policy is intended to explain our commercial refund practice for platform subscriptions; it sits alongside our Terms of Service and Privacy Policy.

11. Contact

Cancellation or refund requests: hello@supplieradvisor.com. Include company name, billing email, approximate payment date, and reason for the request. We aim to respond within 5 business days.

Phone (South Africa): +27 (0) 82 581 4215.

12. Changes

We may update this policy. The date at the top of this page will change when we do. Continued use of the Platform after posting means you accept the updated policy for future charges, subject to any rights you already have for periods already paid.