Refunds and cancellation

The Free plan

• Every shop starts on the Free plan. No card is needed and nothing is charged, for as long as you stay on it.
• You only pay once you upgrade to a paid plan, and paying starts on the day you upgrade.

Monthly or yearly

• Monthly: paid in advance each month through Paystack, per store, plus any extra devices. It renews every month until you cancel.
• Yearly: paid in advance for 12 months at 20% off the monthly price. It renews every year until you cancel, and we remind you by e-mail before it does.
• Prices are on our pricing page and the Plan and billing page. Klyvelo is not registered for VAT, so there is no VAT in them.
• Paystack e-mails you a receipt for every payment, and your past payments are on the Plan and billing page.
• If a payment does not go through, you get 7 more days with everything working. After that your business moves to Free: the point of sale still sells, refunds, cashes up and syncs, within the Free plan's limits, until you pay again. There is no interest and no fee.

Cancelling

You can cancel at any time, with no cancellation fee.

• How: on the Plan and billing page, choose Cancel plan (the owner or an admin on the website; at the point of sale with the Administrator's PIN). Or e-mail our help address from the e-mail address on the account. We confirm by e-mail.
• What happens: your plan stops renewing. You keep everything you paid for until the end of the current month or year, then your business moves to Free. Nothing is deleted, and you can upgrade again whenever you like.
• Mid-month: we do not refund a month that has already started. Cancelling simply means the next month is not charged.

Changing plans

• Upgrades start now. A bigger plan, another store or extra devices start at once, and you pay only the difference for the days left in the period you already paid for. Your billing date stays the same, and the new price applies from then. For example: you pay R299 for Starter on the 1st and move to Growth on the 16th, with half the month left. You pay about R150 now (half of the R300 difference), then R599 from the 1st. A difference under R10 is not charged.
• Monthly to yearly. Your year starts on the day you switch. The unused part of the month you already paid for comes off the yearly price.
• Downgrades start at renewal. A smaller plan, fewer devices, or moving from yearly to monthly, starts at your next renewal date. Until then you keep what you paid for, so there is nothing to refund.
• On a smaller plan, features and devices it does not include pause. Your data stays.

Refunds

• Monthly plans: no refund for a month that has started. Cancelling stops the next payment.
• Yearly plans: you can keep the plan to the end of the year, or ask for a refund when you cancel. The refund is what you paid for the year, less each month started so far at the monthly price. For example: Starter yearly is R2 990; cancel in the third month and you have used 3 × R299 = R897, so we refund R2 093. From the tenth month on there is nothing left to refund, because 10 months at the monthly price is what the year cost.
• If the Consumer Protection Act's section 14 applies to you (for example a sole proprietor, see Terms, section 20), you may cancel a yearly plan on 20 business days' notice, and the months are counted to the end of that notice. We remind you 40 to 80 business days before your year ends; if you do nothing, your plan then carries on month to month at the monthly price, and you can cancel it at any time.
• WhatsApp message bundles: bundles do not expire while your account is open. Changed your mind? We refund a bundle in full if you ask within 7 days of buying it and none of it has been used. After that, or once any of it has been used, a bundle is not refunded, also not when you close your account. This 7-day refund is for bundles only: a plan you have paid for starts at once, so the monthly and yearly rules above apply to it.
• Our mistakes: if we charge you wrongly, or twice, we refund the difference in full, whenever you tell us.
• If we end the service, or make a change that materially reduces what you pay for, or change these terms in a way you do not accept, you may cancel and we refund any prepaid period left, pro rata, and any unused bundles.

Nothing on this page takes away any right you have under the Consumer Protection Act or the Electronic Communications and Transactions Act where those Acts apply to you.

How to ask for a refund

1. E-mail our help address from the e-mail address on the account, or have the owner or an admin do so.
2. Tell us your business name, what you are asking about (the plan, a bundle or a charge) and the date of the payment. A Paystack receipt helps.
3. We reply within 2 business days, say what we will refund and how we worked it out.
4. Approved refunds go back to the card you paid with, through Paystack, within 10 business days. Your bank may take a few more days to show it. Paystack can only refund a card payment within a year of it; for an older payment we pay you by EFT to your business's bank account.

If you are not happy with our answer, see Law and disputes in our Terms.

What happens to your data

• Cancelling does not delete anything. Your sales, products, members and reports stay, and the point of sale keeps working with them on Free.
• Export at any time. You can download your data as CSV files from the point of sale and the website.
• Closing your account. If you want the account closed and your data deleted, ask us. You then have 30 days to export, after which we delete your business's data from the hub, and from our backups within a further 90 days. We keep our billing records for as long as the tax laws require.
• Data stored only on your own devices stays on them until you delete it or uninstall the app.

More detail is in our Terms of Service and Privacy Policy.

Questions

E-mail our help address. Klyvelo is run by Klyvelo (Pty) Ltd, registration number 2026/842870/07.

Our business address will be published here.