Refund & Cancellation Policy
Last updated: 1 May 2026
This policy describes your rights when cancelling your OrdersFlow subscription and the circumstances under which a refund may be issued.
1. Cancellation
1.1 Cancel Any Time
You may cancel your OrdersFlow subscription at any time. There are no long-term contracts, lock-in periods, or cancellation fees.
1.2 Access Until End of Billing Period
When you cancel, your subscription remains active until the end of the current billing period for which you have already paid. You will retain full access to the Service during this time. At the end of the billing period, your account will revert to a free (non-active) state and the Chrome extension will stop working.
1.3 How to Cancel
To cancel your subscription, log in to your account dashboard at ordersflow.co.za/dashboard and follow the cancellation steps, or email us at support@ordersflow.co.za with the subject line "Cancel Subscription" from the email address associated with your account. We will confirm your cancellation within one business day.
2. Refund Policy
2.1 General Policy
Because OrdersFlow provides immediate access to a digital service upon subscription, we generally do not offer refunds for partial months or for subscription fees already charged.
2.2 Exceptions: Billing Errors
If you have been charged incorrectly due to a billing error on our part (for example, charged twice for the same period, or charged after a confirmed cancellation), we will issue a full refund for the erroneous charge. Please contact us within 14 days of the disputed charge.
2.3 Exceptions: Service Unavailability
If the Service experiences significant and prolonged downtime (exceeding 72 consecutive hours in a billing period) due to factors within our control, you may request a pro-rated credit or refund for that period. This does not apply to downtime caused by third-party platform changes (Shopify or Aramex) or circumstances beyond our reasonable control.
2.4 Goodwill Refunds
We may, at our sole discretion, issue refunds in circumstances not covered by the above where we determine a refund is fair and reasonable. The existence of this clause does not obligate us to issue refunds in any particular circumstance.
3. How to Request a Refund
3.1 Contact Us
To request a refund, email support@ordersflow.co.za with the subject line "Refund Request". Please include:
- The email address associated with your account;
- The date and amount of the charge you are disputing;
- A brief description of the reason for your request.
3.2 Response Time
We aim to respond to all refund requests within three business days. If your request is approved, the refund will be processed to your original payment method via PayFast, typically within 5 to 10 business days depending on your bank.
3.3 Disputes via PayFast
If you are unable to resolve a billing dispute with us directly, you may contact PayFast through their dispute resolution process. However, we ask that you contact us first, as most issues can be resolved quickly and informally.
4. Consumer Protection
Nothing in this policy limits or excludes any rights you may have under the Consumer Protection Act 68 of 2008 or any other applicable South African consumer protection legislation. Where any provision of this policy conflicts with your statutory rights, your statutory rights will prevail.
5. Contact
For any questions about this policy, contact us at support@ordersflow.co.za.