1. Scope

1.1 This Policy explains how you can cancel a Thungo subscription and when subscription fees are refunded. It forms part of our Terms & Conditions. Thungo is operated by Aluma Holdings (Pty) Ltd, a South African company.

1.2 It applies to Thungo subscription plans (Starter, Professional, and Enterprise), billed monthly or annually in South African rand (ZAR).

1.3 Subscription fees are the only payments Thungo receives. This Policy does not cover invoice payments between service providers and their clients: Thungo does not process those payments, online invoice payment is not yet available, and any refund or dispute is between the service provider and the client, as set out in section 6 of our Terms.

2. Cancelling your subscription

2.1 You can cancel at any time from Settings, then Subscription, in your Thungo account. You can also ask support to cancel for you at supports@thungo.app.

2.2 When you cancel:

• You keep full access to your plan until the end of the current billing period
• Recurring card billing stops, so you will not be charged again
• Any open subscription invoices are voided
• You can resume your subscription at any time before the period ends

2.3 Once the period ends, your account moves to read-only access until you choose a plan again.

3. Free trials

3.1 Service providers on a plan marked Early access get free access until launch. Other new accounts get a 14-day free trial. You are not charged during early access or a trial and no payment details are needed to start either.

3.2 If you do not choose a paid plan before the trial ends, the trial simply lapses. There is nothing to cancel.

4. Refunds

4.1 Subscription fees are paid in advance and are non-refundable, except as set out in section 5. This includes:

• Partly used monthly or annual billing periods after you cancel
• Features or seats you did not use during a billing period
• Moving to a lower plan. Downgrades take effect immediately and the price difference for the rest of the period is not credited or refunded

5. When we do refund

5.1 We will refund a subscription payment, in full or in part, where:

• You were charged more than once for the same invoice or billing period (a duplicate charge)
• You were charged the wrong amount, or charged after cancelling, because of an error on our side
• A refund is required by law, including any cooling-off right under the Electronic Communications and Transactions Act 25 of 2002 (ECTA) or the Consumer Protection Act 68 of 2008 (CPA) that applies to you

5.2 Nothing in this Policy limits rights you have under ECTA, the CPA, or any other applicable law.

6. How to request a refund

6.1 Email supports@thungo.app from the email address on your account. Include the invoice or payment reference and the reason for your request.

6.2 We will review your request and let you know the outcome. Approved refunds are paid as follows:

• Card payments: refunded to the original card through our payment provider, Paystack. Your bank may take several business days to show the refund
• EFT payments: refunded by bank transfer to the account the payment came from

7. Chargebacks

7.1 If you think you were charged incorrectly, please contact us before disputing the charge with your bank. Most billing problems can be resolved faster directly with us.

8. Your data after cancellation

8.1 After your subscription ends, your account data is kept for 90 days so you can export it, as described in section 11 of our Terms. Invoices and financial records are kept for 7 years to meet legal requirements, in line with our Privacy Policy and POPIA.

9. Changes and contact

9.1 We may update this Policy from time to time. Changes are reflected in the date shown at the top of this page and apply to payments made after that date.

9.2 Questions about cancellation or refunds can be sent to supports@thungo.app.