Refund and Cancellation Policy
Applying to the Base Platform Fee, Modules, and the Remittance Review.
| Version | v1.0 |
|---|---|
| Effective date | 17 August 2026 |
| Published at | remmed.co.za/refunds |
| Supplier | Vowels Africa (Pty) Ltd t/a RemMed SA, registration number 2025/722562/07 |
| Address | 57 Innis Road, Wynberg, Cape Town, Western Cape, 7800 |
| Contact | hello@remmed.co.za · +27 79 211 3719 |
| Payment provider | Paystack |
| Relationship to other documents | Supplements clauses 5, 5A and 6 of the Master Services Agreement. Where this policy and a signed Master Services Agreement conflict, the Agreement prevails. |
| Review cycle | On any pricing or product change, and at least annually |
1. Summary
The detail follows. This table is the short answer.
| What you paid for | Cancelling | Refunds |
|---|---|---|
| Base Platform Fee (R1,000 per month) | Any time, on 30 days' written notice. No lock-in, no cancellation fee. | Billed monthly in advance. Service runs to the end of the notice period. Part months are not refunded. |
| Additional mailboxes (R300 per month each) | Deactivate in writing; takes effect from the first day of the following month. | No part-month refund. The reduced fee applies from the following month. |
| Modules (Remeez, Engagement Features) | Deactivate in writing; takes effect from the first day of the following month. | As above. |
| Remittance Review (R500 once-off) | Free of charge before we begin ingesting your remittance history. | Full refund before work begins. Full refund if we cannot produce a usable result. No refund once the report has been delivered. |
| Success fee (3%) | Not applicable — dormant and not currently charged. | Disputed items are handled under clause 5.3 of the Agreement, not under this policy. |
2. Cancelling your subscription
2.1 The Base Platform is a month-to-month service. There is no minimum term, no lock-in period, and no cancellation fee.
2.2 You may cancel at any time by giving 30 days' written notice to hello@remmed.co.za, in accordance with clause 6.2 of the Master Services Agreement. Notice takes effect from the date we receive it.
2.3 During the notice period the service continues and remains payable. At the end of it, billing stops and your recurring payment mandate with our payment provider is cancelled.
2.4 We may also cancel on 30 days' notice. If we do, and you have paid in advance for a period extending beyond the date service ends, we refund the unused portion in full. The asymmetry is deliberate: it is our decision, so we carry its cost.
2.5 Either party may cancel immediately where the other commits a material breach and does not remedy it within 14 days of written demand, as set out in clause 6.3.
2.6 Cancelling does not affect your data rights. On termination we return or delete your data on your election, as set out in clauses 6.5 and 6.6.
3. Refunds on the monthly subscription
3.1 Fees are billed monthly in advance. Where you cancel, the service continues to the end of the notice period, and the month in progress is not refunded on a pro-rata basis. You keep access for what you have paid for.
3.2 Deactivating an additional mailbox or a Module takes effect from the first day of the following calendar month, in accordance with clause 5.5. The fee for the month in progress is not refunded, and the reduced fee applies from the following month.
3.3 We do not refund a month because the platform identified less recoverable revenue than you hoped. The fee buys the reconciliation work, not a recovery outcome. Clause 10.2 of the Agreement records that we do not warrant that every recoverable amount will be identified, and clause 3.1 records that the service is billing administration and reporting, not clinical, coding or financial advice.
3.4 We do refund where the fault is ours. See section 6.
4. The Remittance Review
4.1 The Remittance Review is a once-off service costing R500. It is the one thing we sell that is delivered rather than subscribed to, so it is treated differently.
| Situation | What happens |
|---|---|
| You cancel before we begin ingesting your remittance history | Full refund. No charge, no questions. |
| You cancel after ingestion has begun but before delivery | We refund the fee less any work already performed, and will tell you what that amount is before processing. In practice we usually refund in full at this stage. |
| We cannot produce a usable result — for example your remittance advices are in a format we cannot parse, or too few are available to reconcile | Full refund. If we cannot give you something useful, we do not keep the money. |
| The report has been delivered | No refund. The value has been transferred: you now know what we found, and that information cannot be returned. |
| The report is delivered but contains a material error we made | We correct it at no charge. If we cannot correct it, we refund in full. |
| The report is accurate but identifies little or no recoverable revenue | No refund. A clean result is a valid result, and often a useful one — it tells you your billing is working. |
4.2 Access to the dashboard containing the Review result runs for 30 days from delivery, in accordance with clause 5A.4. Expiry of that access is not a ground for a refund; the result was delivered.
5. Your statutory cooling-off rights
5.1 Nothing in this policy limits any right you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. Where a statutory right gives you more than this policy does, the statutory right applies.
5.2 Section 44 of ECTA gives a consumer who is a natural person seven days to cancel an electronic transaction without reason or penalty, and to receive a refund within 30 days. It does not apply where the consumer is a juristic person, nor where performance of the service has begun with the consumer's consent before the seven days expire.
5.3 In practice this matters most to sole practitioners, who contract as natural persons. If you are a sole practitioner and you cancel within seven days of signing, and we have not yet begun processing your data with your consent, we refund in full.
6. When we refund without being asked
We initiate a refund ourselves, without you having to request one, in each of the following cases.
- Duplicate or incorrect charges — a charge is taken in error, or twice for the same period.
- Charges after cancellation — a payment is processed after your cancellation has taken effect.
- Unauthorised payments — you tell us a payment was not authorised by you, we suspend the mandate immediately and refund while we investigate.
- Extended service failure — where the platform is unavailable or fails to ingest your remittances for a materially extended period through our fault, we credit or refund the affected portion of the month.
- We cancel — if we cancel your subscription for our own reasons, any period paid for beyond the end of service is refunded in full.
7. How to request a refund
| Step | Detail |
|---|---|
| Where to send it | hello@remmed.co.za, with "Refund request" in the subject line. |
| What to include | Your practice name, the amount and date of the payment, and a short description of why you are asking. You do not need to state a reason to cancel — only to claim a refund. |
| Acknowledgement | Within 2 business days. |
| Decision | Within 5 business days of acknowledgement. If we need longer, we tell you why and when to expect an answer. |
| Payment | Within 10 business days of approval. |
| If we decline | We give you the reason in writing, together with the clause of this policy or the Agreement we rely on. You may escalate to the Information Officer, and you retain any rights you have under the Consumer Protection Act and any recourse through your bank or card issuer. |
8. How refunds are paid
8.1 Refunds are made to the original payment method and to the original payer. We cannot refund a card payment to a different card, to a bank account, or to a third party. This is a card scheme requirement, and it also protects you.
8.2 Refunds are processed through our payment provider, Paystack. The time taken for the money to appear depends on your bank or card issuer and is outside our control. Card refunds commonly take a further 3 to 10 business days to reflect after we release them.
8.3 We do not charge a processing or administration fee on a refund. Where we refund in full, you receive the full amount you paid.
8.4 We do not receive, store or transmit your card details at any point. Card and bank details are entered with Paystack directly.
9. Chargebacks
9.1 If you believe a charge is wrong, contact us first. We can almost always resolve it faster than a chargeback, which typically takes weeks and involves your bank, our bank and the card scheme.
9.2 Where a chargeback is raised, we will provide the payment provider and the acquiring bank with the signed Master Services Agreement, the invoice, the payment mandate and the platform access records relevant to the period in dispute.
9.3 Raising a chargeback does not by itself cancel your subscription. Cancellation still requires notice under clause 6.2, or the fees continue to fall due.
10. The success fee
10.1 A success fee of 3% of recovered revenue is contracted from signature but is dormant. It is not charged and no amount is payable in respect of it until the automated Engagement Features are activated, on not less than 30 days' written notice, and then only on amounts recovered from items actioned by RemMed.
10.2 When it is active, a disputed item is not a refund matter. Clause 5.3 of the Agreement applies: you notify us within 10 business days of the invoice, we review the underlying audit trail together, and the undisputed portion falls due on the original date.
11. Contact and complaints
| Refunds and cancellations | hello@remmed.co.za |
|---|---|
| Telephone | +27 79 211 3719 |
| Postal and physical address | 57 Innis Road, Wynberg, Cape Town, Western Cape, 7800 |
| Escalation | Yaseen Samsodien, Information Officer |
| National Consumer Commission | complaints@thencc.org.za · thencc.gov.za |
If we cannot resolve a complaint, you may refer it to the National Consumer Commission, or to any other body having jurisdiction. Nothing in this policy requires you to exhaust our internal process before doing so.
12. Version history
| Version | Date | Change | Approved by |
|---|---|---|---|
| v1.0 | 17 August 2026 | Policy first issued, following a request from the payment provider and to satisfy card scheme disclosure requirements. Covers the Base Platform Fee, additional mailboxes, Modules and the Remittance Review, and records the dormant status of the success fee. | Information Officer |