Effective 29 September 2026. This policy explains how cancellations and refunds work for CRM Online, the hosted CRM service provided by CRM Online (Pty) Ltd, registration number 2026/741309/07. It forms part of our Terms and Conditions (section 8). Nothing in it takes away any right you have under the Consumer Protection Act.
1. What you pay for
CRM Online is a software subscription. The core plan is R575 per month; add-on modules and extra staff seats are priced inside your CRM. Every subscription is billed monthly in advance and carries on month to month until you cancel. We sell no physical goods, and no VAT is added to any price because CRM Online is not a VAT vendor at present. Card payments are processed by Paystack; EFT payments go to the bank account printed on your invoice.
2. The free trial
Every new CRM starts with a 30-day free trial. No card is taken for the trial, so there is nothing to refund. If you do not subscribe, the trial simply ends: your CRM stays available read-only for 90 days so you can export your data, after which it is deleted.
3. Cancelling
You may cancel at any time, from the subscription page inside your CRM or by emailing info@crmonline.co.za from the email address on your account. Cancellation takes effect at the end of the month you have already paid for: you keep full access until then, and no further invoices are raised. A single add-on module can be cancelled the same way while the rest of your subscription carries on. Your data stays yours; you can export it at any time before and for 90 days after the cancellation date.
4. When we refund
Because the service is billed monthly and you can cancel at any time, fees already paid are not refunded for unused days in a month, for downgrades, or for modules you stopped using. We do refund, in full and without argument:
- a duplicate charge, or a charge taken in error;
- a charge taken after your cancellation took effect;
- a month, or the affected part of a month, in which the service was unavailable for a material period through our fault; and
- any amount the law requires us to refund.
Tell us within 60 days of the charge so that we can trace it. Refunds are paid to the payment method the money came from: a card payment goes back to the same card through Paystack and usually shows within 5 to 10 business days depending on your bank; an EFT payment is refunded to the bank account it was paid from. We approve or answer every request within 2 business days and pay an approved refund within 10 business days.
5. Failed payments and chargebacks
If a monthly payment fails we retry it after 1, 3 and 5 days and email you each time, as set out in the Terms and Conditions. If you believe a charge is wrong, please contact us before raising a chargeback with your bank: we answer within 2 business days and resolve genuine errors faster than a dispute does.
6. How to ask
Email info@crmonline.co.za from the email address on your account, with your CRM address (yourbusiness.crmonline.co.za) and the invoice number. We confirm receipt within 2 business days.
7. Changes to this policy
We may update this policy. For a material change we email the address on your account at least 30 days before it takes effect, and the current version is always at crmonline.co.za/refund-policy/.
CRM Online (Pty) Ltd, registration number 2026/741309/07 · info@crmonline.co.za · support@crmonline.co.za