The first amount you ever pay us is refundable in full for seven days, for any reason at all. You do not have to explain yourself, you do not have to justify it, and we will not ask you three questions before agreeing.
It applies to every self-service plan, whether monthly or once-off. It applies even if you used the service in those seven days, including if you spent AI actions and built packs. We would rather lose that payment than keep money from someone who feels they were sold something that did not fit.
Why we do this rather than argue about it: section 44 of the Electronic Communications and Transactions Act gives a natural person seven days to cancel an electronic transaction, and section 42(2) contains exceptions a supplier could try to hide behind for a service you started using immediately. We do not rely on those exceptions. Every customer gets the seven days — companies too, who would not have the section 44 right at all.
Monthly plans run month to month and you can cancel with one click at any time. Cancelling stops the next charge; it does not refund the month you are in, because you keep the plan and everything on it until that month ends.
There is one exception, and we apply it without arguing: if a renewal charge caught you by surprise and you have not used a metered AI action or built a pack since it was taken, tell us within 14 days and we will refund that charge in full. A subscription you forgot about is not something we want to be paid for.
Annual prepayment is offered only to juristic persons. If you cancel part-way through the year, we refund the unused whole months, calculated from the amount you actually paid, less any month in which you used the service. We do not keep a year's money for two months of use.
One Bid is a single once-off payment that unlocks one tender for 30 days. The seven-day refund in clause 1 applies to it in full, including if you have already run the deep read and built the pack. After those seven days it is not refundable, because the tender you bought it for has usually closed or is about to.
If a metered action starts and produces nothing useful — an error, a timeout, a truncated result we cannot use — the allowance is returned to you automatically and you do not have to notice or ask. You should never be charged for our failure, and you should never be invited to click again on something that already took your allowance.
If you ever see an action deducted for a result you did not receive, tell us and we will put it back the same day.
This is a narrow, specific promise about the one thing this product exists to prevent. Read both panels. They are the same size on purpose.
If our responsiveness check showed a required returnable document as present and valid, and your bid was rejected at the responsiveness stage because of exactly that document, we refund what you paid us for that bid.
That means the One Bid fee, or one month of your subscription, whichever applies to the bid in question.
You do not have to prove the rejection with a letter. South African bidders are routinely given no written reasons and have to request them, sometimes for months. A promise that demands a document the organ of state never gave you is not a promise, so we do not demand one. Tell us the tender reference, what our gate showed, and what you were told, and we pay.
Ask within 90 days of the rejection, by email to admin@countpilot.co.za.
Three real blind spots in the software. They are published here, next to the promise, because you should know them before you rely on it and not at the moment you claim:
The promise is also capped at what you paid us for that bid. It is not the value of the tender, not your lost profit and not your preparation costs — and anyone offering you those is not going to pay them.
The free responsiveness verdict is labelled in the product as provisional and rule-based, for exactly these reasons. We would rather show you the limits than let a green tick carry more weight than it can hold.
Cohort seats are sold by quotation and invoiced against a purchase order. Refunds, cancellation and any credit for undelivered seats are governed by the signed agreement between us and the sponsoring organisation, not by this page. If seats are provisioned and not used, we will discuss a credit — that conversation is with the sponsor, not with a beneficiary.
If you think a charge is wrong, email admin@countpilot.co.za first. We answer within one working day, and if we agree the charge was wrong we refund it without argument — which is faster than a chargeback and costs you nothing.
If you go straight to a chargeback we will not lock you out, delete your data or threaten you. We will simply give the gateway the invoice, the log of what was used, and this policy, and let them decide.
This policy adds to your legal rights; it does not replace them. Where the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002 gives you a stronger right than anything written here, that right applies and nothing on this page limits it.
If we cannot agree, you may approach the National Consumer Commission, the Consumer Goods and Services Ombud, or a court with jurisdiction. Our full details are on the supplier disclosure page.