Refund Policy
Effective date: 08 July 2026 • All amounts in ZAR
We want you to be satisfied with your purchase. If you are not happy with your report or subscription, here is how refunds work for each plan.
Summary
Full refund if you contact us within 14 days of purchase and no scans have been run yet. Once a scan has been delivered, the service has been performed and no refund is available.
Cancel anytime. If you cancel within 14 days of your first subscription payment, we will refund the pro-rata value of unused days in that billing month. After 14 days, no refund is issued for the current billing period; access continues until the end of the paid month.
Within 14 days of first payment: full refund, no questions asked.
After 14 days: pro-rata refund for remaining complete months, minus a R150 administration fee to cover payment-processing costs.
What "no scans run yet" means
For the Starter once-off plan, a refund is only available if we have not yet delivered a completed scan report to you. If you submitted a URL and received results (whether by email or on-screen), the service has been performed and the R99 is non-refundable - regardless of whether you were satisfied with the score.
How to request a refund
- Email hello@nel404labs.co.za
- Subject line: Refund request
- Include your order ID (from your PayFast confirmation email) and the email address used at checkout
- Briefly describe the reason (optional but helpful)
We aim to process refund requests within 3 business days. Refunds are returned to the original payment method via PayFast. Bank processing times (typically 3–7 business days) apply after we initiate the refund.
Exceptions
We reserve the right to decline a refund request if there is evidence of abuse, such as requesting a refund after running multiple scans, or repeatedly purchasing and refunding. This policy is intended to be fair - not gamed.
Subscription cancellation
Cancelling a subscription prevents future billing but does not automatically trigger a refund. Refunds must be requested explicitly per the terms above. To cancel, email hello@nel404labs.co.za with your subscription details.