1. Overview and Core Philosophy
At UsizoClaims (Pty) Ltd (Registration Number: 2026/766240/07), we are dedicated to providing transparent, fair, and reliable technology solutions to accident claimants and legal practitioners across South Africa.
This Refund Policy outlines the conditions under which refunds may be granted for paid services on the UsizoClaims platform. Please note that RAF claim registration, full questionnaire completion, and basic merit assessments are always 100% free. This policy applies exclusively to optional, paid platform services.
2. Service Categories & Refund Eligibility
2.1 Free Services (Accident Assessment & Basic Outcome)
No payment is ever charged for completing the accident claim questionnaire, running our basic AI eligibility check, or viewing the preliminary outcome. Because these features are free, no refund rights or monetary claims apply.
2.2 Optional Claimant Dashboard Upgrade (R200 Once-Off)
- 7-Day Statutory Cooling-Off Period: In accordance with Section 44 of the Electronic Communications and Transactions Act (ECTA) No. 25 of 2002, you are entitled to cancel your electronic transaction within 7 (seven) days of payment without penalty, provided the digital service has not been fully performed or consumed.
- Eligibility for Refund: If you paid the R200 upgrade fee and experience technical failure preventing dashboard access, or if you request a refund within 7 days of purchase prior to accessing premium dossier preparation or initiating attorney matching, you are eligible for a full refund of R200.
- Non-Refundable Condition: Once an attorney connection has been actively accepted or completed dossier files have been generated, the service is deemed fully rendered and is non-refundable.
2.3 Attorney Monthly Subscriptions (Starter, Professional, Premium, Elite)
- Cancellation vs. Refund: Subscriptions may be cancelled at any time prior to the renewal date via the Attorney Dashboard (see our Cancellation Policy). Cancellation stops future recurring debits but does not automatically retroactively refund previously billed months.
- Refunds for Duplicate or Erroneous Billings: If your account is charged in error, debited twice for the same billing cycle, or billed after a confirmed cancellation date, you are entitled to an immediate 100% refund of the disputed amount.
- Lead Allocation Considerations: Monthly membership tiers provide access to lead allocations (up to 5, 12, 30, or 50 leads depending on plan). If a subscribed law firm has already viewed, accessed, or accepted allocated claimant leads for the current billing cycle, membership fees for that cycle are non-refundable.
2.4 Pay-Per-Lead Unlocks (R150 Once-Off)
- Individual lead unlock fees (R150 ZAR) give immediate digital access to full claimant contact details, police reports, and medical dossiers.
- Once the contact details and dossier have been unlocked, the fee is strictly non-refundable, except where the lead data is proven to be a duplicate or technically corrupt and inaccessible.
3. Summary Comparison Table
| Service / Item | Price (ZAR) | Refund Window | Conditions |
|---|---|---|---|
| RAF Assessment & Outcome | Free (R0) | N/A | 100% free initial evaluation |
| Optional Dashboard Upgrade | R200 once-off | 7 Days (ECTA) | Full refund if unused or technical access issue |
| Attorney Subscription | R5,000 – R30,000/mo | 7 Days from initial signup | Refundable if no leads consumed; billing errors 100% refunded |
| Pay-Per-Lead Unlock | R150 once-off | 48 Hours | Only refundable if duplicate or corrupt lead record |
4. How to Request a Refund
To submit a formal refund request, please follow this straightforward procedure:
- Send an email to support@usizoclaims.com with the subject line: "Refund Request - [Your Name / Law Firm]".
- Include your Paystack transaction reference number (e.g.,
PAY-CLM-XXXXorPAY-SUB-XXXX), the email address registered on your UsizoClaims account, and the reason for your refund request. - Our compliance team will review your account activity within 2 (two) business days to confirm eligibility under this policy.
5. Payout and Processing Timeframe
Approved refunds are credited directly back to the original payment method used during checkout via Paystack Payments. Depending on your South African commercial bank (e.g., Standard Bank, FNB, ABSA, Nedbank, Capitec), funds typically reflect within 5 to 10 business days. UsizoClaims does not charge any administrative fee for processing approved refunds.