Last updated: 21 October 2026
1. Unused credits
You may cancel a credit purchase within 7 days of buying it and ask for a refund of the credits you have not used. This follows the cooling-off right for online purchases in the Electronic Communications and Transactions Act. Credits already used for a completed check are not refundable, because the report has been delivered to you.
After 7 days, unused credits stay in your account and do not expire while the account is active. If you have a special problem, contact us and we will consider it fairly.
2. A check that did not complete
If a check fails or cannot be finished because of an error on our side, the credits for that check are returned to your balance automatically. You do not need to ask. If your balance looks wrong, contact us and we will check the record.
3. Payment problems
- Paid but no credits: with PayFast or Ozow, credits normally appear within a minute after the payment is confirmed. If they have not appeared after 30 minutes, contact us with the payment time and amount. We will add the credits or refund the payment.
- Bank transfer or PayShap: we add credits after we see the payment, usually within one business day. If you forgot the payment reference or used a different one, contact us with proof of payment and we will match it.
- Charged twice or by mistake: contact us and we will refund the extra payment.
- Cancelled payment: if you cancel on the payment provider's page, no charge is made.
4. How to ask for a refund
Use the details on our contact page. Please give the mobile number on your account, the date and amount of the payment, and the reason. Do not send card numbers or your PIN.
5. How refunds are paid
Approved refunds are paid back the way you paid: card and PayFast or Ozow payments through the same provider, and bank transfers or PayShap payments by EFT to the account the payment came from. This usually takes up to 10 business days. Your bank may take extra days to show it.
6. Your legal rights
This policy does not limit any rights you have under the Consumer Protection Act or other laws.