Refund & Cancellation Policy

Version: 3.1.0 | Effective Date: 2026-03-11

1. Overview

This Refund and Cancellation Policy ("Policy") governs all subscription payments, refund requests, cancellation procedures, and service credits associated with the MyProtektor platform. MyProtektor is operated by Mike Roth, Founder, Michael-Gaismayr-Strasse 52b, 6900 Bregenz, Austria, European Union ("MyProtektor," "we," "us," or "our"). By subscribing to any paid plan, you acknowledge that you have read and agree to the terms set out in this Policy.

We process all payments through Stripe, a PCI DSS Level 1 certified payment processor. We do not store your credit card numbers, bank account details, or other sensitive payment credentials on our own servers. All billing disputes, refund processing, and payment reversals are handled in coordination with Stripe's secure infrastructure.

2. Subscription Plans

MyProtektor offers tiered subscription plans designed to serve security firms of varying sizes. Each plan provides access to specific features and capacity limits as described on our pricing page at the time of purchase.

• Free Tier: A limited-functionality plan that allows prospective customers to explore the platform before committing to a paid subscription. No payment information is required for the free tier, and no refunds apply.
• Monthly Plans: Paid on a recurring monthly cycle. Your subscription renews automatically on the same calendar date each month unless cancelled before the renewal date.
• Annual Plans: Paid as a single lump-sum payment covering twelve months of service at a discounted rate. Annual plans are non-refundable after the first fourteen (14) days. Your subscription renews automatically at the end of the twelve-month period unless cancelled at least 30 days before the renewal date. See Section 4.2 for full cancellation terms.

Plan features, pricing, and capacity limits are subject to change. Any changes to pricing will apply only at the start of your next billing cycle and will not affect the current paid period. We will notify you by email at least 30 days before any price increase takes effect on your account.

3. Refund Eligibility

3.1 Seven-Day Satisfaction Guarantee for New Subscribers

If you are subscribing to a paid MyProtektor plan for the first time and you are not satisfied with the platform for any reason, you may request a full refund within seven (7) calendar days of your initial subscription payment. This guarantee applies once per customer and covers both monthly and annual first-time subscriptions.

To qualify for the seven-day satisfaction guarantee, the following conditions must be met:

• The refund request must be submitted within seven calendar days of the original payment date.
• The request must come from the account owner (the individual who holds the billing relationship with MyProtektor).
• The account must not have been previously refunded under this guarantee.

This satisfaction guarantee meets and exceeds the consumer's right of withdrawal under Section 44 of the Electronic Communications and Transactions Act 25 of 2002.

3.2 Renewal Payments

After the initial seven-day satisfaction period, renewal payments for monthly subscriptions are generally non-refundable. We encourage you to cancel before your renewal date if you no longer wish to continue using the Service. If you believe a renewal charge was made in error or you did not receive adequate renewal notification, please contact us and we will review your case individually.

3.3 Situations Where Refunds Are Not Available

Refunds will not be issued in the following circumstances:

• Accounts terminated for violations of our Terms of Service or Acceptable Use Policy.
• Requests submitted more than seven calendar days after the initial payment or more than fourteen calendar days after a disputed renewal charge.
• Partial-month usage on monthly plans after the seven-day guarantee window has closed.
• Annual plan cancellations after the fourteen-day satisfaction window (access continues until term end).
• Downgrade differences when switching from a higher-tier plan to a lower-tier plan mid-cycle.
• Third-party fees, taxes, or currency conversion charges imposed by your bank or payment provider.

4. Types of Refunds and Credits

4.1 Full Refund

A full refund of the most recent payment is issued when the seven-day satisfaction guarantee is invoked by a new subscriber, or when MyProtektor determines that a billing error resulted in an incorrect charge. Full refunds are returned to the original payment method.

4.2 Annual Plan Cancellation and Pro-Rata Credits

Annual subscriptions represent a twelve-month commitment at a discounted rate compared to monthly billing. The following rules apply:

• First 14 days: You may cancel for a full refund within fourteen (14) calendar days of your initial annual payment (the satisfaction guarantee period). This applies to first-time annual subscribers only.
• After 14 days: Annual subscriptions are non-refundable. If you cancel after the fourteen-day window, your access continues until the end of your paid twelve-month term. No partial or pro-rata cash refunds will be issued for the remaining period.
• Account credit (discretionary): In exceptional circumstances and at our sole discretion, we may offer a pro-rata account credit for full, unused months remaining in your term, minus a ten percent (10%) early termination adjustment. Such credits are applied to future subscriptions and are not refunded as cash unless required by applicable law.
• Renewal: Annual plans renew automatically. We will notify you by email at least 30 days before renewal. You may cancel before the renewal date to avoid being charged for the next annual term.

4.3 Service Credits for Extended Outages

If the MyProtektor platform experiences an unplanned outage that lasts for more than four (4) consecutive hours during a calendar month, affected subscribers on paid plans may request a service credit. Service credits are calculated as follows:

• 4 to 12 hours of downtime: Credit equal to five percent (5%) of the monthly subscription fee.
• 12 to 24 hours of downtime: Credit equal to fifteen percent (15%) of the monthly subscription fee.
• More than 24 hours of downtime: Credit equal to thirty percent (30%) of the monthly subscription fee.

Service credits are applied to your next billing cycle and do not accumulate beyond a maximum of thirty percent (30%) of one month's subscription fee in any single calendar month. Scheduled maintenance windows, of which you are notified at least 48 hours in advance, do not count toward outage calculations.

5. Cancellation Process

5.1 How to Cancel

You may cancel your MyProtektor subscription at any time through one of the following methods:

• Self-Service: Log into your MyProtektor account, navigate to Settings, then Billing, and select "Cancel Subscription." Follow the on-screen confirmation steps to complete the cancellation.
• Email Request: Send a cancellation request to info@myprotektor.co.za from the email address associated with your account. Include your organisation name and the reason for cancellation (optional but appreciated).

5.2 What Happens After Cancellation

When you cancel your subscription, the following sequence applies:

• Immediate Confirmation: You will receive an email confirming your cancellation request within one business day.
• Continued Access: Your subscription remains active and fully functional until the end of your current paid billing period. You will not be charged again after cancellation.
• Grace Period: After your paid period expires, your account transitions to a 30-day grace period during which your data is preserved but platform access is restricted to read-only mode. You may reactivate your subscription at any time during this grace period without data loss.
• Data Retention: After the 30-day grace period, your organisation's data is scheduled for deletion in accordance with our Privacy Policy. We retain anonymised, aggregated data for analytical purposes, but all personally identifiable information and operational records are permanently removed.
• Data Export: During the active subscription and grace period, you may export your data in CSV or PDF format through the platform's reporting tools.

6. Usage-Based Charges

Certain features of MyProtektor may incur usage-based charges that are billed in addition to your base subscription fee. These include but are not limited to:

• Additional guard seats beyond your plan's included capacity.
• SMS notification credits consumed beyond the monthly allocation.
• Premium API access or integration usage exceeding plan-included limits.

Usage-based charges are generally non-refundable once the corresponding service has been consumed. If you believe a usage-based charge is incorrect, contact our billing team for a detailed usage audit.

7. Refund Request Process

To request a refund, please follow these steps:

• Step 1: Send an email to info@myprotektor.co.za with the subject line "Refund Request - [Your Organisation Name]."
• Step 2: Include the following details in your email: your full name, the email address associated with your MyProtektor account, your organisation name, the approximate date and amount of the charge in question, and a brief explanation of why you are requesting a refund.
• Step 3: Our billing team will acknowledge your request within two (2) business days and may request additional information if needed.
• Step 4: Once your request has been reviewed and approved, the refund will be processed within five (5) to fourteen (14) business days, depending on your payment provider's processing times.

8. Payment Methods for Refunds

All approved refunds are returned to the original payment method used for the transaction. Refunds are processed through Stripe and credited back to your card, bank account, or other payment instrument on file. The time it takes for the refund to appear on your statement varies by financial institution but typically ranges from five to ten business days after processing.

If the original payment method is no longer valid (for example, an expired credit card), Stripe will attempt to route the refund to the replacement card issued by your bank. If routing is not possible, we will contact you to arrange an alternative refund method.

9. Disputes and Appeals

If your refund request is denied and you believe the decision is incorrect, you have the right to appeal. To file an appeal, send a written explanation to info@myprotektor.co.za with the subject line "Refund Appeal - [Your Organisation Name]." Appeals are reviewed by a senior member of our team and you will receive a final determination within ten (10) business days.

If you are still unsatisfied after the appeal process, you may pursue the matter through the dispute resolution mechanisms set out in our Terms of Service, including referral to the relevant consumer protection bodies in South Africa.

10. Special Circumstances

10.1 Billing Errors

If you identify a billing error, such as a duplicate charge, an incorrect amount, or a charge for a plan you did not subscribe to, please notify us immediately. We will investigate the issue within three (3) business days and, if the error is confirmed, issue a full refund or correction without requiring you to go through the standard refund request process.

10.2 Extended Platform Outages

In the event of a platform outage lasting more than 72 consecutive hours due to circumstances within our control, affected subscribers may request a full refund of that month's subscription fee in addition to any applicable service credits. This provision does not apply to outages caused by force majeure events, third-party service failures outside our control, or scheduled maintenance.

10.3 Account Compromise

If your account is compromised due to a security breach on our platform (not due to your own credential management), and unauthorised charges are incurred as a result, we will fully reverse those charges and work with you to secure your account. You must report suspected account compromise within 48 hours of becoming aware of it.

11. Changes to This Policy

We may update this Refund and Cancellation Policy from time to time to reflect changes in our billing practices, legal requirements, or platform features. When we make material changes, we will update the version number and effective date at the top of this page and notify existing subscribers by email at least fifteen (15) days before the updated policy takes effect.

Your continued use of any paid MyProtektor plan after the updated policy takes effect constitutes your acceptance of the changes. If you do not agree with a change, you may cancel your subscription before the new policy becomes effective.

12. Contact Us

If you have any questions about this policy, need assistance with a refund or cancellation, or wish to discuss your billing account, please reach out to us:

• Email: info@myprotektor.co.za
• Website: www.myprotektor.co.za

We aim to respond to all billing and refund enquiries within two (2) business days.