Refund Policy

1. Overview — no refunds except for proven technical failure

SIYA MP Global Systems (Pty) Ltd operates a strict no-refund policy on all payments made through the PayFast payment gateway, including the 5-Day Trial (R160 once-off), the Pro monthly subscription (R816/month) and Enterprise invoiced arrangements. By making a payment you accept this policy.

The only circumstance in which a refund will be considered is a proven technical failure on SIYA MP's side — i.e. the platform was materially unable to deliver a paid feature and this failure can be demonstrated with reproducible evidence (error IDs, screen recordings, timestamps, support ticket references, or server-side logs we can verify). Change of mind, unused subscription time, user error, third-party outages (ISP, device, browser) and dissatisfaction that is not linked to a reproducible platform defect are not refundable.

2. Proving a technical failure

To open a technical-failure refund request, email finance@siyampglobalsystems.co.za within 7 days of the failure with all of the following:

• The PayFast reference / m_payment_id and the exact plan purchased.
• A clear description of the feature that failed and what you were trying to do.
• Reproducible evidence — screenshots, screen recording, error message text, or the error ID shown by SIYA.
• Approximate date & time (with timezone) so we can correlate with server logs.

Requests without reproducible evidence will be declined. We audit every claim against our platform logs.

3. Duplicate payments

If PayFast bills you twice for the same subscription cycle or the same one-off item, we refund the duplicate in full within 3–5 business days of confirming the duplicate on our merchant statement. Email finance@siyampglobalsystems.co.za with the PayFast reference / m_payment_id.

4. Failed or partially completed payments

Where a payment is captured but subscription activation fails on our side, we automatically retry activation. If activation cannot be completed within 24 hours we refund the transaction in full — no ticket required.

5. Accidental purchases

Contact finance@siyampglobalsystems.co.za within 24 hours of the charge and before you have materially used the service (no AI Assistant sessions run, no courses started, no downloads issued). We will refund in full at our discretion.

6. Non-refundable items

• Consumed AI Assistant credits or usage-based add-ons already delivered.
• Courses where a completion certificate has already been issued.
• Bespoke Enterprise engineering, integration or consulting work already delivered against a signed statement of work.

7. Dispute process

1. Email finance@siyampglobalsystems.co.za with your name, email on file, the PayFast reference and a description of the issue.
2. We acknowledge within 1 business day and issue a case number.
3. We investigate and respond with a decision within 5 business days.
4. Approved refunds are processed to the original payment method via PayFast within 3–10 business days depending on your bank.

You retain your rights under the South African Consumer Protection Act, 68 of 2008, and applicable equivalent laws in your jurisdiction. This policy does not limit those statutory rights.

8. Chargebacks

Please contact us first — fraudulent or bad-faith chargebacks may result in account suspension and recovery of associated PayFast dispute fees. Legitimate chargebacks are respected without penalty.