Refund & Cancellation Policy

This policy explains how billing, cancellations, and refunds work for KovaVerse subscriptions. It applies alongside our Terms of Service and is written to comply with the Consumer Protection Act, 2008 (CPA) and the Electronic Communications and Transactions Act, 2002 (ECTA).

All payments are processed securely by PayFast. KovaVerse never stores your card or banking details. Prices are shown in South African Rand (ZAR), inclusive of VAT where applicable.

Every account includes free missions with no time limit and no card required. You only pay if you choose to subscribe. We encourage you to use the free tier first to make sure KovaVerse is right for your child.

Because subscriptions are bought online, you have a 7-day cooling-off period. You may cancel within 7 calendar days of your first subscription payment and receive a full refund, provided your child has not made substantial use of the paid content during that period.

• The cooling-off right applies to your first payment on a new subscription.
• It does not apply to renewals of a subscription you have already used.
• Where the service has already been substantially delivered with your consent, a pro-rata deduction for the portion used may apply, as permitted by law.

• You may cancel at any time — there is no lock-in contract.
• After you cancel, your subscription stays active until the end of the current billing period. Your child keeps full access until then.
• Once the period ends, the account reverts to the free tier. Learning progress is not deleted.
• We do not charge a cancellation fee, and outside the cooling-off period we do not pro-rate or refund the unused days of a billing period already paid for.

• 30-day money-back guarantee: a full refund of your first subscription payment if you ask within 30 days — no reason required.
• Cooling-off: within 7 days of your first payment (see section 3).
• Duplicate or incorrect charge: if you were billed twice or in error, we refund the full incorrect amount.
• Technical fault: if a defect on our side prevents your child from using the platform and we cannot resolve it within a reasonable time, you may request a refund for the affected period.
• Discontinued paid feature: if we permanently remove a paid feature, we offer a pro-rata refund or an equivalent replacement.

After the 30-day money-back period, refunds are not available simply for a change of mind or because the content was not used — you can still cancel anytime to stop future billing (section 4). Under the CPA, none of this affects your rights regarding services that are not of reasonably expected quality.

Email billing@kovaverse.co.za with your account email, the payment date, and a short description of the issue. We aim to:

• Acknowledge your request within 2 business days.
• Make a decision and, where approved, process the refund within 14 days.
• Refund to your original payment method via PayFast. Bank processing times may add a few days.

If a recurring payment fails, we may retry it and will notify you by email. If payment cannot be collected, the subscription pauses and the account reverts to the free tier until payment is updated. You are never charged for a period during which paid access was unavailable due to non-payment.

If we change subscription prices, existing subscribers will be notified by email at least 30 days before the change takes effect. You may cancel before the new price applies if you do not wish to continue.

We want every billing question resolved fairly. Contact us first at billing@kovaverse.co.za.

If you are not satisfied, you may refer a consumer dispute to the National Consumer Commission (thencc.gov.za) or the relevant consumer ombud. This policy is governed by the laws of the Republic of South Africa.

KovaVerse (Pty) Ltd
South Africa
billing@kovaverse.co.za