Refund & Cancellation Policy

This policy explains how Conectir is billed by agreement, how cancellation works, and when a refund is available. It applies to Conectir licences provided to organisations by written agreement. It forms part of, and should be read with, our Terms of Service.

Conectir is licensed to government and public-sector organisations by written agreement. Fees, invoicing and any refund or cancellation terms are set out in that agreement or order form, which governs where it differs from this policy. There is no self-serve or consumer subscription. You can ask us to delete your account and data (see our Privacy Policy).

Conectir is licensed to organisations by written agreement. The fees, billing cycle, invoicing and payment terms are set out in that agreement or order form between your organisation and Conectir.

Where a payment is taken by card, it is processed by our payment provider, Paddle, which acts as merchant of record. Conectir never sees or stores card details. Any refund due under this policy is issued to the original payment method.

The term, renewal and cancellation rights for your deployment are as set out in your organisation's written agreement. You keep access for the period covered by that agreement.

Fees are generally non-refundable once the corresponding service has been provided, except where your written agreement provides otherwise or the law requires. We always refund a payment made in error or a double charge.

You can evaluate Conectir fully before committing: the sample previews on our product pages show complete, worked investigations — SCAN analysis, a merged timeline, a Case Council review, financial analysis and a court-ready report — at no cost.

AI actions in Conectir are metered in credits, included as part of your deployment. Credits have no cash value and are not separately refundable; a refund under section 5 concerns fees paid, not credits already used.

If an invoiced or card payment is not collected, paid features may be paused as set out in your agreement. Your case data is not deleted because of a payment issue — see the Privacy Policy for how long data is retained.

For a cancellation, a refund request or any billing question, contact your account manager or email support@conectir.com with your organisation and what you need. We aim to respond promptly.

We may update this policy from time to time. If we make a material change, we will update the date above and, where appropriate, notify you. This policy is governed by the laws of South Africa.