Refund & Cancellation Policy

Last updated: 6 July 2026

This Refund & Cancellation Policy ("Policy") applies to subscriptions and payments made to Access Capital Holdings (Pty) Ltd, trading as Flowa ("Flowa", "we", "us"), for use of the Flowa software platform. It forms part of, and must be read with, our Terms & Conditions. Payments are processed securely by Payfast (a Network Group company).

1. Nature of what you are paying for

Flowa sells access to a software subscription, not a physical product. Access is provisioned and made available to you immediately on successful payment. Because the service is delivered continuously and consumed in real time, and because we incur third-party costs on your behalf, subscription fees are non-refundable once a billing period has commenced, except in the limited circumstances expressly set out in this Policy or where a non-excludable right applies under the Consumer Protection Act, 2008.

2. 7-day first-payment guarantee (new customers only)

If you are a first-time paying customer and are not satisfied with the Service, you may request a refund of your first subscription payment within 7 calendar days of that payment. This guarantee:

applies once per business/account and to the first paid period only;
excludes any usage, message, template, or third-party fees already incurred (see clause 6); and
does not apply where the account has been suspended or terminated for breach of the Terms or acceptable-use rules.

To claim, email info@flowa.co.za within the 7-day window with your account details. Approved refunds are returned to the original payment method within 10 business days.

3. Cancellations & renewals

You may cancel at any time from your account settings or by emailing info@flowa.co.za.
Cancellation stops future renewals; you retain access until the end of the current paid period.
No pro-rata refunds are given for the unused portion of a billing period once it has started, except where required by law.
To avoid the next charge, cancel at least 24 hours before your renewal date. Charges already processed at renewal are non-refundable.
Downgrades take effect at the next renewal; no credit is given for the difference in the current period.

4. Annual plans

Annual plans may be refunded on a pro-rata basis for full unused months only if cancelled within the first 30 days of purchase, less any transaction fees and less usage/third-party fees already incurred. After 30 days, annual plans are non-refundable but remain active until the end of the paid term.

5. Where refunds are NOT available

Without limiting the above, refunds are not available:

for fees relating to any period during which the Service was available to you, whether or not you used it;
where your account is suspended or terminated for breach of the Terms, non-payment, or acceptable-use violations;
for interruptions, failures, delays, policy changes, account bans, template rejections, or price changes caused by Third-Party Services (including WhatsApp/Meta, SMS operators, or Payfast), which are outside Flowa's control;
for dissatisfaction with results, message deliverability, or business outcomes, the Service being provided on an "as is" basis;
for change of mind after the guarantee periods above; or
where a refund is requested outside the timeframes stated in this Policy.

6. Usage & third-party fees

Fees already incurred for delivered WhatsApp or SMS messages, template usage, and any charges levied by Meta or network operators are non-refundable, as the corresponding service has been rendered by the relevant third party.

7. Duplicate or incorrect charges

If you are charged in error, more than once, or an incorrect amount, contact us within 30 days of the charge and we will investigate and refund any verified billing error in full to your original payment method.

8. Chargebacks

If you believe a charge is incorrect, please contact us first so we can resolve it quickly. Initiating a chargeback or payment dispute without first contacting us may result in immediate suspension of your account pending resolution. We reserve the right to dispute chargebacks we believe to be invalid and to recover associated fees.

9. Purchases from businesses that use Flowa

Flowa is a software platform. If you bought goods or services from a business that uses Flowa to sell over WhatsApp, your purchase and payment are with that business — not with Flowa. Flowa is not the merchant, is not a party to that sale, and is not responsible for fulfilment, quality, or refunds. Refund requests for such purchases are governed by that business's own refund policy; please contact them directly. Flowa may, as a courtesy, help put you in touch with the seller.

10. How to request a refund

Email info@flowa.co.za with: (a) the email address on your Flowa account; (b) the date and amount of the payment; and (c) the reason for your request. We aim to acknowledge within 5 business days. Approved refunds are returned to the original payment method via Payfast within 10 business days.

11. Changes to this Policy

We may update this Policy from time to time. The version in effect at the time of your payment applies to that payment. Material changes will be posted on this page with a new effective date.

12. Contact

Access Capital Holdings (Pty) Ltd t/a Flowa
Email: info@flowa.co.za
Republic of South Africa

This Policy is intended to be fair and lawful and does not limit or exclude any rights you may have under the South African Consumer Protection Act, 2008, or other law that cannot be excluded by agreement.