Refund and Cancellation Policy

Customers may cancel a paid SANQOR subscription at any time.

Unless otherwise agreed in writing, cancellation takes effect at the end of the customer's current paid subscription period. The customer will retain access to the services included in the subscription until the end of that period.

SANQOR currently uses customer-initiated renewal. A customer is not automatically charged for a new monthly subscription period unless the customer has expressly initiated and completed the applicable renewal payment process.

Payments for a subscription period that has already been activated and made available to the customer are generally non-refundable.

A full or partial refund may be provided where:

• a duplicate payment has been processed;
• an incorrect amount has been charged;
• payment has been received but the purchased service could not be activated or provided;
• SANQOR determines that a material service failure justifies a refund; or
• a refund is required under applicable law.

Refund eligibility is assessed based on the circumstances of the transaction and the services already provided.

Subscription plans may include screening volumes, API calls, exports, users, bulk-screening jobs or other usage allowances.

Unused allowances do not have a cash value, are not transferable for cash and are not refundable at the end of a subscription period.

Where a customer upgrades during an active subscription period, SANQOR may calculate an additional or prorated amount payable for the upgraded service. The upgrade becomes effective once any required payment has been successfully confirmed.

A downgrade will normally take effect from the customer's next subscription period. A downgrade does not create a refund for the remaining portion of an existing paid subscription period.

Where a refund is approved, SANQOR will normally return the funds through the original payment method where that payment method supports refunds.

The time required for the refunded amount to appear in the customer's account may depend on the payment service provider, payment method and the customer's financial institution.

Customers may submit refund or cancellation enquiries to:

Email: info@sanqor.com
Website: https://sanqor.com
Location: Johannesburg, Gauteng, South Africa

Please include sufficient information to identify the relevant SANQOR account and payment.

Customers should not send payment card details, passwords or other sensitive authentication information by email.

Nothing in this policy is intended to exclude or limit any rights or remedies available to a customer under applicable South African law.

SANQOR reserves the right to update this policy from time to time. Material changes will apply prospectively and will be published on the SANQOR website.