Refund and cancellation policy
Credits are bought in advance, so the question is only ever whether they have been spent. This says when we give money back, and when the law says we must.
Last updated . Material changes are announced to workspace owners by email before they take effect.
1The seven-day cooling-off period
Section 44 of the Electronic Communications and Transactions Act 25 of 2002 gives a consumer seven days to cancel an electronic transaction without reason and without penalty.
Unspent credits: we refund them in full, within seven days of purchase, no reason needed. Ask and it is done.
Credits you have already spent are excluded, because section 44(2) excludes services that began to be performed with your consent before the seven days elapsed. Spending a credit sends an envelope; the envelope has been sent. We say this plainly rather than leaving you to discover it: if you intend to rely on the cooling-off period, do not spend the credits first.
Section 44 applies to consumers. If you are buying for a business, clause 2 is the one that applies to you — and in practice we treat both the same.
2Outside the seven days
- Unspent credits, any time. If you have stopped using the service, write to us and we will refund what you have not spent. We would rather return the money than hold a balance for someone who has gone.
- Spent credits are not normally refundable, for the same reason a posted letter cannot be unposted.
- Unless we broke it. If a credit was consumed and the thing it paid for did not happen — an envelope that failed to send, a document that would not seal, a fault on our side — we refund or restore the credit. You should not pay for our defect, and you should not have to argue about it.
- Voiding within the hour. An envelope voided within an hour of sending, before any recipient has opened it, returns its credit automatically. That is in the product, not a concession.
3How to ask
Email support@isixty.co.za from the address on the account, with the workspace name and roughly when you bought. You do not need to explain yourself for an unspent-credit refund.
We aim to answer within one business day and to pay within five business days of agreeing. Refunds go back to the card that paid, through Paystack. We cannot pay to a different card or account — that is a fraud-prevention rule of the payment provider, not a preference of ours.
4Chargebacks
If something has gone wrong, please write to us before asking your bank. A chargeback costs us a fee and takes weeks; an email usually takes a day. We have never refused a refund for an unspent credit and have no intention of starting.
5Closing your workspace
You can close a workspace at any time from the profile page and export your documents first. Closing does not automatically refund unspent credits — ask, and we will. What survives closure is described in the terms and the privacy policy.