Last updated: 10 June 2026
This Refund and Cancellation Policy explains how refunds, cancellations and digital delivery issues are handled for purchases made from SolidBase Software.
1. Contact for Refund Requests
Refund requests must be sent to dev@solidbasesoftware.com. Please include your name, order number, purchase email address, payment date and the reason for the request.
2. SolidBase Ledger Launch Guarantee
SolidBase Ledger launch purchases include a 14-day money-back guarantee. If SolidBase Ledger is not the right fit, or if you cannot reasonably install, activate or use the software after giving SolidBase Software a fair opportunity to assist, you may request a refund within 14 calendar days of purchase.
This 14-day period is intended to give customers enough time to install the product, check suitability and contact support if something is not working as expected.
3. Refund Conditions
A refund may be approved where:
- the request is received within 14 calendar days of the purchase date;
- the purchase can be matched to a valid SolidBase Software order;
- the customer provides enough information for SolidBase Software to assess the request; and
- the customer stops using the software after the refund is approved.
After a refund is processed, SolidBase Software may cancel or deactivate the related licence, download access, support access and account entitlements.
4. When Refunds May Be Refused
Refunds may be refused where the request is made after the 14-day refund period, the product was misused, licence controls were bypassed, the customer refuses reasonable support steps, the order cannot be verified, or the request appears fraudulent or abusive.
This policy does not limit any rights a customer may have under applicable South African law.
5. Cancellations
For once-off downloadable software purchases, cancellation is normally only possible before the order has been fulfilled or before download/licence access has been issued. After fulfilment, the refund process above applies.
If a future product includes a subscription, support plan or renewal, cancellation terms for that product will be stated in the product description or renewal notice.
6. Processing Approved Refunds
Online payments are processed through Payfast. Approved refunds for Payfast payments will generally be processed through the Payfast refund process and may be subject to Payfast processing timelines and payment-method rules.
Refunds will not exceed the original transaction amount and may need to be returned to the same payment method used for the original purchase, depending on Payfast rules and the payment method used.
7. Failed, Duplicate or Incorrect Payments
If a payment is duplicated, incorrectly processed or fails but still appears to have been deducted, please contact SolidBase Software as soon as possible with the Payfast transaction reference or bank/payment proof. SolidBase Software will investigate and, where appropriate, arrange a correction or refund.
8. Related Terms
This policy forms part of the SolidBase Software Terms and Conditions.