1. What this policy covers
This policy explains how Social Light subscriptions are billed, how you cancel one, and when you are entitled to a refund. It applies to subscriptions bought through the Social Light platform. Where you hold a separately signed agreement with us, that agreement takes precedence over this policy.
2. The free trial
New organisations receive a 14-day free trial. We do not ask for card details to start it and nothing is charged during it. If you do not choose a package before the trial ends, access simply stops. There is nothing to cancel and nothing to refund.
3. How subscriptions are billed
Packages are billed in advance, either monthly or annually, at the price shown on our published price list at the time of purchase. The same price list applies to every client. Payment is taken through our payment provider; we do not hold your card details.
4. Cancelling a subscription
You may cancel at any time by writing to [email protected] from the email address associated with your account, or by asking your account contact. We will confirm the cancellation in writing.
Cancellation takes effect at the end of the period you have already paid for. You keep full access until then, and you are not billed again. We do not pro-rate a partly used month or year, because access and the monitoring behind it continue for the whole of it.
5. Refunds
We refund a payment in full where:
- the payment was taken in error, was duplicated, or was for an amount other than the price of the package you selected; - we are unable to provide the service you paid for; or - you cancel within 14 days of your first payment for a new subscription and have not downloaded reports or exported data during that period.
We do not usually refund a subscription period that has already begun and been used, or a renewal you did not cancel before it was taken. Where a renewal was taken very shortly before you asked to cancel, tell us and we will look at it on its facts rather than applying this rule mechanically.
6. Failed and disputed payments
If a payment fails, your access continues and we will contact you to arrange settlement before anything is suspended. If you believe a charge is wrong, please contact us before raising a dispute with your bank — we can almost always resolve it faster directly, and a chargeback raised in error costs both of us time.
7. How to ask for a refund
Write to [email protected] with the organisation name, the date and amount of the payment, and what went wrong. We aim to acknowledge within two working days and to resolve within ten.
Approved refunds are made to the original payment method. The time it then takes to appear on your statement is set by your bank and by the card scheme, and is outside our control.
8. Changes to this policy
We may update this policy. The version in force is the one published on this page at the time of your payment, and we will not apply a later change retrospectively to a payment already taken.
9. Contact
Social Light (Pty) Ltd Plot 59065, Gaborone, Botswana [email protected]