Refund Policy

Thuthu (Pty) Ltd t/a myPilotPost · Registration Number: 2025/102758/07

23 Fielding Crescent, Mondeor Green, Johannesburg, Gauteng, 2091, South Africa

Introduction

This Refund Policy outlines the circumstances under which Thuthu (Pty) Ltd t/a myPilotPost (Registration Number: 2025/102758/07) will provide refunds for subscription payments.

We are committed to customer satisfaction and transparency in all our business practices. This policy complies with the Consumer Protection Act, 2008 (South Africa) and other applicable consumer protection legislation.

How to Request a Refund

To apply for a refund, please contact our support team using one of the following methods:

• Email: support@mypilotpost.com
• Through your myPilotPost account settings
• Via the contact form on our website

Technical Difficulties

If you have experienced technical difficulties with myPilotPost that prevented you from using the service, you may be entitled to a refund. The refund amount will be determined on a case-by-case basis.

To request a technical difficulty refund, please:

• Contact our support team describing the issue in detail
• Provide screenshots or error messages if available
• Allow us reasonable time to attempt to resolve the issue
• Include dates and times when the issue occurred

We will review your case and respond with a resolution or refund determination within 5 business days.

Monthly Subscription Refunds

Monthly refunds are only available on your initial payment after your trial period has ended.

Full Refund - Within 3 Days

If your trial on a monthly plan has ended within the last three (3) days, you are entitled to a full refund on your subscription payment.

Eligibility requirements:

• Request must be made within 3 days of initial payment
• Must be the first payment after trial period
• Account must not have been used extensively during the paid period
• Request must be submitted through proper channels

Partial Pro-Rated Refund - 4 to 14 Days

If your trial on a monthly plan has ended more than three (3) days ago but within fourteen (14) days of the initial payment, myPilotPost will offer a partial pro-rated refund if requested.

Monthly Renewals - No Refunds

Monthly renewals will not be refunded for any reason.

Monthly renewals are defined as any subscription payment made after your first month's subscription charge. This includes:

• Second month payment and beyond
• All subsequent monthly charges
• Automatic renewal payments

Note: You can cancel your subscription at any time to prevent future charges, but no refund will be provided for the current billing period.

Yearly Subscription Refunds

Full Refund - Within 14 Days of Initial Payment

If your trial on a yearly plan has ended within the last fourteen (14) days, you are entitled to a full refund on your subscription payment.

This applies only to the initial yearly payment after the trial period ends.

Partial Refund for Yearly Renewals

Yearly renewals will not be eligible for a full refund. However, a partial refund of 6 months can be provided if requested within fourteen (14) days of the renewal payment.

This means:

• If you cancel within 14 days of renewal, you receive a 50% refund
• The first 6 months of the subscription are non-refundable
• The second 6 months can be refunded if requested within 14 days
• After 14 days from renewal, no refunds are available

Renewal Reminders

All users are reminded of their yearly renewal twice: 14 days and 7 days before the payment takes effect.

We send these reminders via:

• Email to your registered email address
• In-app notifications (if you have them enabled)
• Dashboard notifications when you log in

Refund Processing Time

Refund processing timeline:

• Review and approval: 2-3 business days
• Processing to payment provider: 1-2 business days
• Appearance on your statement: 3-10 business days
• Total time: Up to 10 business days

The exact processing time depends on your bank or payment provider. If you have not received your refund after 10 business days, please contact us at support@mypilotpost.com

Non-Refundable Items and Services

The following are non-refundable:

• Add-on services or features purchased separately
• Custom development or consultation services
• Setup fees or one-time charges
• Subscription fees outside the timeframes specified in this policy
• Payments for violations of our Terms and Conditions
• Charges incurred due to account misuse or violation of our policies

Subscription Cancellation

You can cancel your subscription at any time through:

• Your account settings page
• Contacting our support team
• Emailing support@mypilotpost.com

Important Notes on Cancellation:

• Cancellation takes effect at the end of your current billing period
• You will retain access to the service until the end of the paid period
• No pro-rated refunds are provided for mid-cycle cancellations (except as outlined above)
• You can reactivate your account at any time

Your Consumer Rights

This Refund Policy does not affect your statutory rights under the Consumer Protection Act, 2008 (South Africa). You may have additional rights depending on your circumstances and local consumer protection laws.

If you believe you have been treated unfairly or wish to dispute a refund decision, you may:

• Contact our support team for escalation to management
• Lodge a complaint with the Consumer Protection Commission of South Africa
• Seek independent legal advice
• Utilize dispute resolution mechanisms as outlined in our Terms and Conditions

Exceptions and Special Circumstances

myPilotPost reserves the right to grant refunds outside the standard policy in exceptional circumstances, including but not limited to:

• Extended service outages or unavailability
• Billing errors or duplicate charges
• Unauthorized account access resulting in charges
• Force majeure events significantly affecting service delivery
• Circumstances required by law or regulatory authorities

All such exceptions will be evaluated on a case-by-case basis and are at the sole discretion of myPilotPost management.

Contact Information

For questions about this Refund Policy or to request a refund, please contact: