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Refund & Cancellation Policy

Last updated: 19 June 2026

This policy explains how subscriptions to Syncra ("the Service", a product of CoastalTechSolutions) are billed, cancelled, and refunded. It forms part of our Terms of Service.

1. Try before you pay — 30-day free trial

Every new organisation gets a 30-day free trial with no payment details required. This lets you evaluate Syncra fully before any money changes hands. You are only ever charged once you choose to subscribe to a paid plan after the trial.

2. How billing works

• Syncra is billed per user, in advance — R249 per full user and R99 per technician, per month — in South African Rand, and renews automatically via our payment provider (PayFast) until you cancel. Annual billing is charged at ten times the monthly rate (two months free).
• By subscribing you authorise a recurring-debit mandate — we charge your chosen payment method on the same date each billing period, on a billing day you choose (1st to 28th).
• Seats added part-way through a period are charged pro-rata for the remaining days only, and that amount is added to your next payment rather than taken immediately. Removing someone lowers your amount from the next payment; no refund is due for the part of the period already paid for.
• All purchases are made on our website, not inside the app.

3. Cancelling your subscription

• You may cancel at any time — in the Syncra app under Subscription & Billing → Cancel subscription, or by contacting us.
• Cancellation takes effect at the end of your current paid period. You keep full access until then, and you are not charged again.
• You can re-instate a cancelled subscription any time before the period ends without losing data.

4. Refunds

• Because we offer a 30-day free trial, subscription fees are generally non-refundable, and we do not provide pro-rata refunds for the unused part of a billing period after you cancel.
• Under South African consumer law (ECTA), the standard cooling-off right does not apply to a subscription service once it has started with your consent and after a free trial has been provided.
• We will refund a charge that resulted from a genuine billing error — for example a duplicate charge, a charge after a valid cancellation, or a technical fault on our side. Contact us within 30 days of the charge and we'll investigate and put it right.
• Approved refunds are returned to the original payment method, normally within 5–10 business days.

5. Failed payments

If a recurring payment fails (for example an expired card), we'll notify you and retry. Your access continues during a grace period of about 7 days; if payment still hasn't succeeded, access is suspended until it does. You can always export your data.

6. Price changes

We may change our prices on reasonable notice. Changes never apply to a period you've already paid for, and you can cancel before a new price takes effect.

7. Contact