Refund & Cancellation

General rule

Epicore wants the refund/cancellation process to be clear. Refund eligibility depends on what was bought, whether delivery/activation or services have started, the reason for cancellation and any statutory right that applies.

Free trials

A free trial can be stopped at any time. No refund is due for a free trial because no trial fee was paid, unless the specific offer says otherwise.

Monthly subscriptions

A Customer may normally cancel before the next renewal. The subscription remains usable until the end of the already-paid period and future recurring billing stops. Fees for an already-started paid period are not automatically refundable unless law or the order requires a refund.

Annual/fixed-term subscriptions

The accepted quotation/plan applies. Where Consumer Protection Act section 14 applies, the consumer may cancel on 20 business days' written or recorded notice and Epicore may charge only a lawful reasonable cancellation charge where permitted.

One-off software licence or digital delivery

If a one-off licence/download has not yet been delivered or activated, Epicore should normally cancel and refund the unused amount, less any lawful non-refundable work already completed and clearly agreed.

After software has been delivered/activated, a refund is not automatic. Epicore will consider statutory rights, whether the product is defective or materially misdescribed, whether implementation has started, and any applicable electronic-transaction cooling-off rule or exception.

Implementation, training and support work

Completed work is normally payable. If prepaid work is cancelled before it is performed, Epicore should refund the unused portion after deducting only amounts lawfully due for work already completed, committed third-party costs and any agreed reasonable cancellation amount.

Defective software or failed supply

A Customer should report a suspected defect through support. Epicore may first investigate and, where reasonable, correct, replace, reperform or otherwise remedy the problem. Nothing in this policy limits a statutory remedy that the Customer is entitled to require.

Duplicate or incorrect payment

Verified duplicate payments or payments collected in error should be refunded to the original payment method where practical, subject to fraud/security checks.

How to request a cancellation or refund

Email subs@epicorebusiness.co.za with your account name, order or invoice number, payment amount/date and reason. Do not include banking passwords or card PINs.

Epicore will confirm receipt, ask for any information needed and explain the decision. Approved refunds use the original payment method where reasonably possible.

Payment-provider timing

After Epicore approves a refund, the bank/card/payment provider may take additional time to show it in the Customer's account. Epicore should provide the refund reference where available.

Cooling-off and other statutory rights

Where the Electronic Communications and Transactions Act cooling-off rules apply, qualifying services can generally be cancelled without reason or penalty within seven days after the agreement is concluded. Statutory exceptions can apply, including certain services begun with consent during that period. Downloading or activation alone is not a blanket waiver of all rights.

Consumer Protection Act and other statutory remedies also remain available where applicable. Nothing in these terms removes a right or remedy that cannot lawfully be excluded. Where applicable law gives you stronger rights, those rights take priority.