Refund Policy

1. Purpose

The purpose of this Policy is to set out clearly and transparently the rules that govern subscription billing, cancellation and refunds for all Perceptix products. We aim to treat customers fairly while recognising the practical realities of digital subscription services and the billing systems operated by third-party app stores.

2. Scope

This Policy applies to:

• Individual users of the EchoGuard Mobile Application who subscribe through Google Play or the Apple App Store;
• Individual users who may in future subscribe directly through Perceptix;
• Business customers who subscribe to the EchoGuard Construction Site Platform; and
• Trial users of any of the above services.

Enterprise or custom agreements may contain specific commercial terms that take precedence over this Policy to the extent of any inconsistency.

3. Subscription Services

Perceptix offers paid subscription access to features of the EchoGuard Mobile Application and the EchoGuard Construction Site Platform. Subscriptions are generally billed on a recurring basis until cancelled.

3.1 EchoGuard Mobile Application

Consumer subscriptions for the Mobile Application are typically purchased and managed through Google Play (Android) or the Apple App Store (iOS). In those cases the billing relationship is primarily between you and the relevant app store. Perceptix receives confirmation of active subscriptions but does not process the card or store payment itself for store-billed subscriptions.

3.2 EchoGuard Construction Site Platform

Business subscriptions for the Construction Site Platform are managed directly by Perceptix (or its designated payment partners such as Ozow or Paystack). Billing, invoices, upgrades, downgrades and cancellations for Platform subscriptions are handled through Perceptix account or support channels.

4. Monthly Plans

Most consumer and many business plans are offered on a monthly subscription basis. The subscription renews automatically each month on the anniversary of the billing date until cancelled. Prices for current Mobile Application plans are displayed in the app at the time of purchase and may include Basic, Pro and Enterprise tiers. Platform pricing is set out in the applicable order form or commercial proposal.

5. Annual Plans

Where annual plans are offered, the subscription is billed for a twelve-month period in advance (or as otherwise stated) and renews automatically for successive annual periods unless cancelled before the renewal date. Annual plans may attract a discount relative to monthly billing. Specific terms for any annual plan will be shown at the point of purchase or in the order form.

6. Free Trials

New users may be offered a free trial (commonly seven days for Mobile Application plans). During the trial you have access to the features of the selected plan. At the end of the trial the subscription converts to a paid plan unless you cancel before the trial period expires. If you do not cancel, you will be charged the applicable fee and the subscription will renew thereafter according to the terms of the plan.

Trial eligibility, duration and features are determined by Perceptix and may be limited to new users or specific plans. We reserve the right to modify or withdraw trial offers.

7. Automatic Renewals

All paid subscriptions renew automatically at the end of each billing period until cancelled. By subscribing you authorise the relevant billing party (the app store or Perceptix / its payment partners) to charge the payment method on file for the then-current plan price.

Renewal charges for store-billed Mobile Application subscriptions appear on your statement under the name of Google Play or Apple. Charges for Platform subscriptions managed by Perceptix appear under the name of the payment provider used (for example Ozow or Paystack) or as otherwise indicated on the invoice.

8. Cancellation Process

You may cancel a subscription at any time. The method of cancellation depends on how the subscription was purchased.

8.1 When Cancellations Take Effect

Cancellation takes effect at the end of the current paid billing period. You retain access to the paid features until that period ends. No cancellation fee is charged. Cancelling stops future renewals. It does not by itself generate a refund for the current period unless a refund is approved under the limited circumstances described later in this Policy.

9. Mobile App Subscription Cancellations

Subscriptions to the EchoGuard Mobile Application that were purchased through Google Play or the Apple App Store must be cancelled through the respective store’s subscription management tools. Perceptix cannot directly cancel a store-managed subscription on your behalf.

9.1 Google Play Billing

To cancel a Google Play subscription:

• Open the Google Play Store app on your Android device.
• Tap your profile icon, then Payments & subscriptions, then Subscriptions.
• Select the EchoGuard subscription and follow the prompts to cancel.
• Further guidance is available in Google’s help documentation on managing subscriptions.

Refund requests for Google Play purchases are generally handled by Google according to Google’s refund policies. You may also contact Perceptix support, and we will assist where we are able to do so within the constraints of the store’s rules.

9.2 Apple App Store Billing

To cancel an Apple App Store subscription:

• Open Settings on your iPhone or iPad, tap your name, then Subscriptions.
• Select the EchoGuard subscription and follow the prompts to cancel.
• Alternatively, manage subscriptions via your Apple ID account page on a computer.

Refund requests for Apple App Store purchases are handled by Apple according to Apple’s terms and policies. You can request a refund through reportaproblem.apple.com or by contacting Apple Support. Perceptix cannot issue refunds directly for App Store transactions.

10. Business Subscription Cancellations

Subscriptions to the EchoGuard Construction Site Platform that are billed directly by Perceptix may be cancelled through the account or subscription settings in the Platform, or by contacting support at the address given at the end of this Policy. Cancellation takes effect at the end of the current paid billing period unless a different arrangement is set out in an order form or enterprise agreement.

You retain access to paid features until the end of the paid period. No cancellation fee is charged. Early termination fees apply only if expressly agreed in a signed commercial agreement.

11. Refund Eligibility

EchoGuard services are digital subscription products. Once a subscription period has begun and the service has been made available, the fee for that period is generally non-refundable. This reflects the nature of continuous online access and digital content.

Refunds for store-billed Mobile Application subscriptions are subject to the policies and processes of Google Play or the Apple App Store. Perceptix will cooperate reasonably with any refund process initiated through those platforms.

For subscriptions billed directly by Perceptix, refunds are considered only in the limited situations set out below.

12. Non-refundable Situations

Refunds are not ordinarily available in the following situations:

• You change your mind after purchase or after a free trial has converted to a paid plan.
• You simply stop using the application or Platform or do not make use of the available features.
• You selected a plan that later proved unsuitable for your needs.
• You forgot to cancel before the renewal date and were charged for a new period.
• Device, operating-system or hardware limitations that prevent the application from running as expected, where those limitations fall outside Perceptix’s control.
• Internet connectivity problems or network outages on your side.
• Failures or disputes involving a third-party payment method after the subscription service itself was successfully delivered.
• Requests made long after the relevant payment date without a compelling reason.

13. Exceptional Refunds

Perceptix may, at its discretion, approve a full or partial refund in the following cases (for subscriptions billed directly by Perceptix):

• Duplicate charges for the same subscription period.
• Clear billing errors attributable to Perceptix or its payment processors.
• Verified technical problems that prevented you from accessing the paid features for a substantial portion of the billing period, where the problem was caused by the service itself and could not reasonably be resolved through normal support channels.
• Other exceptional circumstances that Perceptix, in its sole judgment, decides warrant a refund.

Refund requests should ordinarily be submitted within 14 days of the relevant payment. Later requests may still be reviewed, but approval becomes less likely as time passes.

14. Duplicate Payments and Billing Errors

If you are charged more than once for the same subscription period, or if a clear error has occurred in the amount charged, please contact us promptly with the relevant transaction details. We will investigate and, where a duplicate or erroneous charge is confirmed, arrange a refund or credit as appropriate.

For store-billed transactions you should also raise the issue with Google or Apple, as they control the payment.

15. Failed Payments

If a renewal payment fails or is declined, access to paid features may be suspended until the outstanding amount is settled. Perceptix or its payment partners (or the app store, as applicable) may attempt the charge again. If the payment cannot be collected after reasonable attempts, the subscription may be cancelled. You remain responsible for any amounts that became due before cancellation.

16. Suspension for Non-payment

We may suspend access to paid features if payment is overdue. Suspension does not cancel the underlying obligation to pay amounts already due. Once the outstanding balance is settled, access will ordinarily be restored. Prolonged non-payment may result in termination of the subscription.

17. Enterprise Agreements

Business customers who have entered into a signed order form, master services agreement or other enterprise contract with Perceptix are subject to the commercial terms of that agreement. Where those terms address cancellation, notice periods, early termination fees or refunds, they take precedence over this Policy. In the absence of specific provisions, the principles of this Policy apply.

18. Termination by Perceptix

Perceptix may suspend or terminate a subscription or account if you materially breach the Terms of Service, if payment remains outstanding after reasonable notice, if required by law, or if continued provision of the service poses an unacceptable legal, security or operational risk. In such cases, refunds are not ordinarily payable except where required by applicable law or where we determine in our discretion that a partial refund is appropriate.

19. Changes to Pricing

Prices are displayed at the time of purchase and may be updated from time to time. Any change in pricing will apply to subsequent billing cycles after notice is provided in the application, by email, or through the relevant app store. Continued use of a paid subscription after a price change takes effect constitutes acceptance of the new price for subsequent periods. If you do not accept a price increase you may cancel before the new price applies.

20. How to Request a Refund

For subscriptions billed directly by Perceptix, email support@perceptix.co.za (or the support address shown in the relevant application) with the following information:

• The email address or account identifier linked to the subscription.
• The date and amount of the payment in question.
• The reason for the request and any supporting details (for example transaction references or screenshots of error messages).

We aim to acknowledge requests within a few business days and to reach a decision within a reasonable period thereafter. Approved refunds are returned to the original payment method where possible. Processing times depend on the payment provider and your bank.

For Google Play or Apple App Store purchases, please use the refund mechanisms provided by the respective store, as described earlier in this Policy.

21. Consumer Rights

If you are a consumer as defined in the Consumer Protection Act 68 of 2008, nothing in this Policy is intended to exclude or limit any right or remedy that cannot be excluded or limited under that Act or under other mandatory consumer protection law. In the event of a conflict between this Policy and a non-excludable statutory right, the statutory right prevails to the extent of the conflict.

22. Changes to this Policy

Perceptix may update this Policy from time to time. The version published in the relevant application or on the Perceptix website is the current version. Material changes will be notified through the application or by email to the address associated with your account. Continued use of a paid subscription after the effective date of a change constitutes acceptance of the revised terms for subsequent billing periods.

23. Contact Information

Questions about this Policy, cancellations or refund requests may be directed to:

Perceptix (Pty) Ltd

AI Security & Data Analytics

Email: support@perceptix.co.za

South Africa

This Policy forms part of the overall terms governing your use of EchoGuard services. In the event of any conflict between this Policy and the general Terms of Service regarding refunds and cancellations, the more specific provisions of this Policy will apply.

— End of Refund and Cancellation Policy —

Last updated 29 July 2026 · Questions? info@perceptix.co.za