Refund and cancellation policy

1. Who this policy covers

This policy applies to every paid subscription to Festgro, the online fixed asset register for accounting firms. Festgro is supplied by Festgro Technologies (Pty) Ltd, trading as Festgro (“we”, “us”). “You” means the firm that holds the Festgro account.

Nothing in this policy takes away any right you have under the Consumer Protection Act or the Electronic Communications and Transactions Act.

2. Free trial

Every new firm gets 30 days free, and we don't charge anything during the trial. If you don't choose a paid plan by the end of the trial, your access pauses and you are not charged. Your data is kept as described in section 7.

3. Cancelling a monthly plan

You can cancel a monthly plan at any time, with no cancellation fee.

• Cancel from the Billing page in Festgro, or by emailing support@festgro.co.za.
• You keep full access until the end of the month you've already paid for. Your plan then ends and you are not charged again.
• We don't refund part months, except under the 7-day refund in section 5.

4. Cancelling an annual plan

Annual plans are paid upfront and cost the same as 10 months on the monthly price. You can cancel at any time, and the only cost of leaving early is losing that discount.

• Cancel from the Billing page in Festgro, or by emailing support@festgro.co.za.
• Your plan ends at the end of the current month. We then refund the unused whole months, counting the months you used at the monthly price of your plan.
• If the months you used, at the monthly price, add up to more than you paid, there is no refund and nothing more to pay.

Renewal. Between 40 and 80 business days before your annual plan ends, we'll email you the renewal date, the price and how to cancel. If you don't respond, your plan carries on month to month at the monthly price until you change it or cancel.

5. Refunds

We refund in three situations: the 7-day refund, a billing mistake, and unused months on an annual plan (section 4). Apart from these, payments are not refundable.

• 7-day refund on your first payment. If you cancel within 7 days of your first payment on any plan, we refund the full amount. You don't need to give a reason.
• Billing mistakes. If we charge you twice or the wrong amount, we refund the difference in full.
• How you're paid back. Refunds go back to the card you paid with, through our payment provider Paystack, within 10 business days of cancellation. Your bank may take a few more days to show it.

6. Changing plans

Plans are set by how many client registers your firm keeps in Festgro, and changes apply from your next billing date.

• Moving up. If your firm goes over its plan's client limit, we'll ask you to move to the next plan. The new price starts from your next billing date.
• Moving down. You can move to a smaller plan if your client count fits it. The change starts from your next billing date, with no refund for the current period.
• Network plan (more than 120 clients). Priced by agreement with each firm. Its cancellation terms are set out in that agreement.

7. Your data after you cancel

You have 30 days after your access ends to export your clients' asset registers.

• After those 30 days, we delete your firm's data within a further 30 days.
• We keep invoices and payment records for as long as tax law requires (currently five years), even after the rest of your data is deleted.

8. If we pause or end your account

We pause access if a payment stays unpaid for 14 days, and we only end an account after written notice.

• Failed payments. Paystack retries the payment and we email you. If it's still unpaid 14 days after it was due, access pauses until it's paid. Your data is kept as in section 7.
• Breaking our terms. If you seriously break the terms of your subscription, we'll tell you in writing and give you 20 business days to fix it before we end the account.
• If we stop offering Festgro. We'll give you at least 60 days' notice and refund any unused months you've paid for.

Contact

Email support@festgro.co.za for cancellations, refunds or questions about this policy, or see our contact page.