Return & Refund Policy

1. Introduction

PayOnTime is a payment processing platform that facilitates recurring payments and DebiCheck mandates between service providers and their customers. This Return & Refund Policy outlines the terms and conditions for refunds and payment disputes.

2. Service Information

3. Nature of Service

PayOnTime provides the following services:

• Payment Processing: Facilitating recurring payments via DebiCheck mandates
• Agreement Management: Digital platform for creating and managing payment agreements
• Payment Notifications: Automated reminders and payment confirmations
• Transaction Records: Secure storage of payment history and agreement details

PayOnTime does not provide: Rental properties, levy collection services, loan products, or any underlying services for which payments are being collected. We are solely a payment technology platform.

4. Refund Eligibility

4.1 Service Provider Refunds

Refunds for payments made through PayOnTime are subject to the refund policy of the service provider (landlord, body corporate, business, etc.). Common scenarios include:

• Rental Payments: Refund eligibility determined by lease agreement and landlord policy
• Levy Payments: Refund eligibility determined by body corporate rules and sectional title regulations
• Recurring Services: Refund eligibility determined by service provider's terms and conditions
• Group Funds: Refund eligibility determined by group fund rules and administrator

4.2 PayOnTime Platform Fees

PayOnTime charges transaction fees for payment processing. These fees are generally non-refundable except in the following circumstances:

• Duplicate Payments: If a payment is processed twice due to a system error
• Unauthorized Transactions: If a payment was processed without proper DebiCheck authorization
• Technical Errors: If a payment failed but funds were still debited
• Incorrect Amounts: If the wrong amount was processed due to platform error

4.3 Non-Refundable Scenarios

The following are NOT eligible for refunds:

• Payments made for services already rendered
• Payments made according to a valid, authorized DebiCheck mandate
• Change of mind after authorizing a payment agreement
• Disputes with service providers regarding service quality or delivery
• Transaction fees for successfully processed payments
• Payments made more than 60 days ago (unless legally required)

5. Refund Request Process

5.1 Step-by-Step Process

5.2 Required Information

When submitting a refund request, please provide:

• Full name and ID number
• Email address and phone number
• Agreement reference number
• Payment date and transaction reference
• Amount to be refunded
• Detailed reason for refund request
• Supporting documentation (bank statements, correspondence, etc.)
• Bank account details for refund (if approved)

6. Refund Processing Time

Once a refund is approved:

• Review Period: 5-10 business days for PayOnTime to review the request
• Processing Time: 3-5 business days to initiate the refund
• Bank Processing: 5-10 business days for funds to reflect in your account
• Total Time: Up to 25 business days from approval to funds received

Note: Refund processing times may be longer during peak periods or if additional verification is required.

7. Refund Method

Refunds will be processed using the following methods:

• Original Payment Method: Refunds are typically processed back to the original bank account used for payment
• Alternative Account: If the original account is closed, refunds can be processed to an alternative account (verification required)
• Currency: All refunds are processed in South African Rand (ZAR)

Important: PayOnTime cannot issue refunds via cash, cheque, or third-party accounts.

8. Partial Refunds

Partial refunds may be issued in the following circumstances:

• Pro-rata refunds for early termination of agreements (subject to service provider approval)
• Overpayments or incorrect payment amounts
• Agreed-upon settlements between payer and service provider
• Refunds minus applicable transaction fees or penalties

The service provider determines the partial refund amount based on their terms and conditions.

9. Payment Disputes

9.1 Dispute Resolution Process

If you dispute a payment:

1. Contact the service provider immediately to resolve the issue
2. If unresolved, contact PayOnTime customer service at thanya@payontime.co.za
3. Provide detailed information and supporting documentation
4. PayOnTime will investigate and mediate between parties
5. If necessary, escalate to your bank's dispute resolution process

9.2 DebiCheck Mandate Disputes

For disputes related to DebiCheck mandates:

• You have the right to dispute unauthorized DebiCheck transactions with your bank
• Banks must investigate disputes within 40 business days
• If a mandate was not properly authorized, funds will be reversed
• Contact your bank immediately if you notice unauthorized debits

9.3 Escalation to Regulatory Bodies

If disputes cannot be resolved, you may escalate to:

10. Delivery Policy

PayOnTime is a digital payment platform. Our services are delivered electronically:

• Instant Access: Platform access is provided immediately upon registration
• Agreement Delivery: Payment agreements are delivered via email and accessible through the platform
• Payment Notifications: Sent via email and SMS in real-time
• Transaction Records: Available instantly in your dashboard
• No Physical Delivery: PayOnTime does not deliver physical goods or services

Note: If you are paying for physical goods or services through PayOnTime, delivery terms are determined by the service provider, not PayOnTime.

11. Cancellation Policy

11.1 Cancelling Payment Agreements

You can cancel a payment agreement by:

• Contacting the service provider to terminate the underlying service agreement
• Cancelling the DebiCheck mandate through your banking app
• Requesting cancellation through the PayOnTime platform

11.2 Cancellation Notice Period

Cancellation notice periods are determined by the service provider's terms:

• Rental Agreements: Typically 30-60 days notice (as per lease agreement)
• Levy Payments: Subject to sectional title regulations
• Recurring Services: As per service provider's terms and conditions

11.3 Refunds After Cancellation

Cancelling a payment agreement does not automatically entitle you to a refund. Refunds for payments made before cancellation are subject to the service provider's refund policy and the terms of your agreement.

12. Exceptions and Special Circumstances

PayOnTime may consider refund requests outside of this policy in exceptional circumstances:

• Death of the payer (with death certificate and executor documentation)
• Proven fraud or identity theft
• Court orders or legal judgments
• Insolvency or liquidation of service provider
• Force majeure events affecting service delivery

Each case will be reviewed individually, and decisions are at PayOnTime's sole discretion.

13. Customer Service Contact

For refund requests, payment disputes, or questions about this policy:

14. Changes to This Policy

PayOnTime reserves the right to update this Return & Refund Policy at any time. Changes will be communicated via email and posted on our website. The "Last updated" date at the top indicates when changes were made. Continued use of the platform after changes constitutes acceptance of the updated policy.