Refund Policy

We offer a full refund of your first subscription payment if you ask within 14 days of that payment.

• Applies to your first payment on a Professional, Business or Practitioner plan
• Applies whether you are a business or a consumer
• No reason required
• Available once per customer

Email support@sormalitics.com from your account address, or ask through the support portal. We aim to process within 5 business days; your bank may take a few days more to show it.

Your account reverts to the Free plan. You keep your data and can carry on using SORMALITICS within the Free plan limits.

Nothing in this policy or in our Terms of Service removes or reduces a right you have by law. If your statutory right gives you more than this policy does, the statutory right wins.

If you are a consumer, you keep the mandatory protections of the country where you live.

Beyond the goodwill window, subscription fees are not refundable — but cancelling is free and immediate:

• Cancel any time from your account settings
• You keep full access until the end of the period you have paid for
• You are not charged again
• Your data stays available for export

Annual plans are not refunded pro-rata if you cancel mid-term. You keep access for the remainder of the year you paid for.

Practitioner plans are billed per client slot, with a minimum of two. Please note:

• Adding slots charges you immediately for the remainder of the current period.
• Removing slots does not produce a refund. The reduction is scheduled and takes effect at your next renewal date. You keep the capacity you paid for until then.
• The two-slot minimum is billed whether or not you use both.

If you added slots by mistake, tell us within 48 hours and we will sort it out. We would rather fix an honest error than argue about it.

Individual documents and templates bought from the Store are delivered immediately, so they are not refundable once accessed or downloaded — except where consumer law says otherwise, or where:

• You were charged more than once for the same item
• The item did not work, or was materially different from its description
• You have not opened or downloaded it

Outside every window above, we will refund you if:

• We charged you in error — duplicate charges, wrong amount, or a charge after you cancelled. Refunded in full, always.
• You paid but never got an account — payment taken and setup never completed.
• We materially change or withdraw a feature you are paying for — we refund the unused portion of your prepaid period.
• We change our Terms materially and you do not accept — cancel before the change takes effect and we refund the unused portion.
• We close your account without cause — the unused portion is refunded.

An account closed for breach of the Terms is not refunded.

1. Email support@sormalitics.com from your registered address
2. Tell us which payment, and roughly why — a sentence is plenty
3. We acknowledge within 2 business days
4. We decide and process within 5 business days of acknowledging
5. Refunds go back to the original payment method, in the original currency

Your bank or card issuer may take a further 5–10 business days to show the credit. Exchange-rate movement between payment and refund is outside our control.

If we say no and you disagree, reply and ask for it to be reviewed — a different person will look at it. If you are still unhappy, you may take it to your consumer authority: the National Consumer Commission in South Africa, or your national body in the UK or EU. Please come to us first; it is usually quicker.

If you think a charge is wrong, please contact us before raising a chargeback with your bank. We can usually resolve it faster, and a chargeback may suspend your account automatically while the dispute runs — including your access to your own documents.