Refund & Cancellation Policy

Last updated: 3 July 2026

This policy forms part of our Terms of Service. Payments are processed in South African Rand by Paystack. Custom Artificial Intelligence Solutions (Pty) Ltd (trading as "Custom AI Solutions") is not currently VAT-registered; the document issued is a receipt, not a tax invoice.

1. Free trial

New accounts get 2 free text-only runs or 14 days, whichever comes first. No card is required and no payment is taken. Paid features are suspended at the end of the trial unless you upgrade.

2. Pay-as-you-go credits (R59 per run)

Credits are sold in advance and are valid for 3 years from purchase (in line with the Consumer Protection Act on prepaid credits). If one of our managed runs genuinely fails on our side, the credit for that run is automatically restored. Credits are otherwise non-refundable except where the law requires. If you requested immediate access and have used credits, no refund is due for credits already used.

3. Monthly subscription (R499/month)

You may cancel at any time from your billing page or by emailing support@ai-consensus.ai. Cancellation stops the next renewal; access continues until the end of the period already paid for. We do not give pro-rata refunds for the remainder of a paid month, except where required by law.

4. Annual subscription (R4,990/year) — early cancellation (CPA s.14)

You may cancel by giving 20 business days' written notice from your billing page or by email. Cancellation takes effect 20 business days after we receive your request. In line with Section 14 of the Consumer Protection Act, we may charge a reasonable cancellation penalty calculated to recoup the discount you received by choosing the annual plan. We work out what you would have paid on the monthly plan (R499/month) for the period from the start of your annual subscription to the effective cancellation date, deduct that from the annual fee you paid, and refund the balance. The refund is never less than zero, and if the monthly-equivalent value of your used period equals or exceeds R4,990 no refund is due. We do not charge an additional administration fee. We will confirm the exact figures to you before cancellation completes.

5. Bring-your-own-key provider charges

On Unlimited plans, charges from Anthropic, OpenAI, or Google on your own API keys are billed directly to you by those providers, are outside our control, and are not refunded by us.

6. Failed payments

If a subscription payment fails, access may be suspended or downgraded until payment is made. We may retry failed payments where Paystack and the law allow.

7. Duplicate or mistaken payments

If you believe you were charged twice or in error, email support@ai-consensus.ai with the payment reference. If we confirm a duplicate or mistaken charge, we will refund it.

8. Your statutory rights

This policy does not override any rights you have under the Consumer Protection Act, the Electronic Communications and Transactions Act, or other law that cannot be excluded. Where the law gives you a right to a refund, cancellation, or cooling-off period, we will honour it.

9. How to request cancellation or refund support

Email support@ai-consensus.ai with your account email, payment reference (if any), the plan or credits involved, and the reason.

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