Refund & Cancellation Policy¶
Effective date: 1 September 2026
Policy version: 1.0
This policy explains how South Dune, a software platform developed, owned and operated by Pitonix Digital Pty Ltd · Registration No. 2025/545878/07 ("South Dune", "we", "us"), handles subscription payments, cancellations and refunds. It forms part of our Terms of Service.
1. What this policy covers¶
This policy applies to the fees you pay to South Dune for a paid plan (currently Basic and Advanced). The Free plan has no fee, so there is nothing to refund.
It does not cover payments between an organization and its own members or account holders (for example swimming lessons or gym fees). South Dune does not collect those payments and is not a party to them. If you are a member or parent with a question about a charge from an organization, please contact that organization directly.
2. How the service is provided and paid for¶
- South Dune is an online software subscription, delivered digitally. Nothing is shipped.
- Paid plans are billed monthly, in advance, in South African Rand (ZAR).
- Payments are processed by PayFast. Your card or bank details are entered on PayFast's secure page and are never seen or stored by South Dune.
- Your subscription renews automatically on the same day each month until you cancel.
- The plan, price and billing details are shown to you at checkout before you pay. Current plans are also shown in the app under Settings → Subscription → Change plan.
3. How to cancel¶
You can cancel at any time, without penalty and without contacting us:
- Sign in to South Dune as the owner of the organization.
- Go to Settings → Subscription.
- Choose Cancel and confirm.
If you cannot sign in or need help, email support@southdune.com from the address registered on your account and we will cancel it for you.
What happens when you cancel¶
- Your recurring payment with PayFast is cancelled immediately, so no further charges are taken.
- Your paid plan stays active until the end of the period you have already paid for.
- After that, your organization returns to the Free plan. Your data is kept, but Free plan limits apply (for example, you may not be able to add new members until you are within the limit).
- Any promotional or launch pricing ends when you cancel and cannot be restored if you subscribe again later.
To avoid being charged for the next month, cancel before your next billing date, which is shown on Settings → Subscription. Cancelling after a renewal payment has been taken does not cancel that payment (see section 5).
Switching plans¶
To switch between paid plans, navigate to Settings → Subscription → Change Plan and select your preferred plan.
- Upgrading: If more than 7 days remain in your current billing period, the upgrade will be prorated, and you will be charged the adjusted amount for the remainder of the period. If 7 days or fewer remain, your upgrade will take effect immediately, but the new plan's fee will only be charged at the start of your next billing cycle.
- Downgrading: Your new plan will take effect at the start of your next billing cycle. Until then, you will continue to have access to your current plan's features.
- Switching to the Free plan: Cancel your paid subscription. You will retain access to your paid plan's features until the end of the billing period you have already paid for, after which your account will move to the Free plan.
4. Cooling-off period (7 days)¶
If you subscribe to a paid plan for the first time, you may cancel within 7 days of your first payment and receive a full refund of that first payment, without giving a reason. This applies whether or not you have used the service during that time.
This is in addition to, and does not limit, any cooling-off or cancellation rights you have under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002, where those laws apply to you.
To use the cooling-off period, email support@southdune.com within 7 days of your first payment, quoting your account email address.
5. Refunds¶
Because the service is provided monthly and you can cancel at any time, subscription fees for a billing period that has already started are generally not refundable, and we do not give pro-rata refunds for part of a month. You keep access until the end of that period.
We will refund you in the following situations:
| Situation | Refund |
|---|---|
| You cancel within the 7-day cooling-off period after your first payment | Full refund of that payment |
| You were charged in error or more than once for the same period | Full refund of the incorrect or duplicate amount |
| You were charged after you cancelled (for example because of a fault on our side) | Full refund of the charge taken after cancellation |
| We discontinue the service, or terminate your paid subscription other than for your breach | Refund of the unused part of the period you have paid for |
| A serious fault on our side stopped you using the paid service for a substantial part of the period, and we could not fix it within a reasonable time | A refund or credit proportionate to the time affected, at our discretion, acting reasonably |
| You are otherwise entitled to a refund under applicable law | As required by that law |
We will not normally refund:
- a renewal you forgot to cancel before the billing date (although if you contact us within 48 hours of a renewal and have not used the service in that period, we will usually refund it as a goodwill gesture);
- partial months, or time left on a plan you cancel or switch away from; or
- fees where your access was suspended or ended because you breached the Terms of Service.
6. How to request a refund¶
- Email support@southdune.com with the subject "Refund request".
- Include the email address on your account, the date and amount of the payment, and the reason for the request.
- We will confirm receipt, may ask for further information, and will tell you the outcome, normally within 5 business days.
7. How refunds are paid¶
- Approved refunds are returned to the original payment method through PayFast, in South African Rand.
- We aim to process approved refunds within 10 business days. After that, the time for the money to appear on your statement depends on your bank or card issuer and is outside our control.
- If a payment cannot be returned to the original method, we will agree an alternative with you.
8. Failed payments¶
If a renewal payment fails, PayFast may retry it. While a payment is outstanding your subscription is shown as Past due. If it is not resolved within a reasonable time, we may downgrade your organization to the Free plan. Your data is not deleted. You can resolve the problem by updating your payment details with PayFast or by subscribing again.
9. Disputes and chargebacks¶
If you think a charge is wrong, please contact us first at support@southdune.com. We will investigate promptly and resolve genuine errors. If you raise a dispute or chargeback with your bank or PayFast, we may suspend paid features on the affected subscription while it is investigated.
10. Changes to this policy¶
We may update this policy when our plans, pricing or processes change. When we make material changes, we will update the effective date and version. Changes do not affect fees you have already paid, and do not reduce rights you have under law.
11. Contact¶
South Dune is a software platform developed and maintained by Pitonix Digital Pty Ltd · Registration No. 2025/545878/07.
- Billing, cancellation and refund queries: support@southdune.com
- Website: https://southdune.com/