Refund Policy

Effective date: 1 May 2026 · GloWorm Guard (Pty) Ltd

This Refund Policy forms part of our Terms and Conditions and applies to all Subscription payments made to GloWorm Guard (Pty) Ltd for the GloWorm Guard Service. Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008.

1. Free Trial — No Charge

7-day free trial: All new Accounts receive a 7-day free trial. You will not be charged during the trial period. If you cancel before the trial expires, you will not be billed and no refund is required.

2. Subscription Cancellation

You may cancel your Subscription at any time through the Account settings page. Cancellation stops all future billing. You retain full access to the Service until the end of the current billing cycle. We do not issue pro-rata refunds for unused days remaining in the current billing period, except where expressly stated below.

3. When a Refund May Be Issued

We consider refund requests in the following circumstances:

3.1 Duplicate or erroneous charge
If you are charged more than once for the same billing period due to a technical error on our part, we will refund the duplicate amount in full within 7–10 business days.

3.2 Extended service outage
If the Service experiences an outage attributable to GloWorm Guard of more than 48 consecutive hours within a single billing month, you may request a pro-rata credit for the affected period. Credits are applied to your next invoice rather than refunded to your payment method, unless your Account has been cancelled.

3.3 Unauthorised payment
If a payment was made without your authorisation, notify us immediately at info@gloworm.co.za. We will investigate and, if confirmed, refund the unauthorised amount in full.

3.4 New paid subscription — unresolvable technical issue (within 48 hours)
If you subscribe for the first time (after the free trial ends) and encounter a significant technical issue that prevents you from using the core features of the Service, and we are unable to resolve it within 48 hours of your first written support report, we may at our sole discretion issue a full refund for that month's payment.

4. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

Change of mind after the free trial has ended;
Failure to cancel your Subscription before a scheduled renewal date;
Partial-month usage following voluntary cancellation;
Subscription fees relating to a period during which your Account was suspended or terminated due to a breach of our Terms;
Technical issues caused by your own hardware, software, internet connectivity, or third-party services;
Dissatisfaction with features that were accurately described on our website at the time of purchase.

5. How to Request a Refund

Email info@gloworm.co.za with the subject line "Refund Request".
Include your registered email address, Family ID, the date and amount of the charge in question, and a clear description of the reason for your request.
We will acknowledge your request within 2 business days and provide a final decision within 7 business days.

6. Refund Processing

Approved refunds are processed to the original payment method within 7–10 business days of approval, subject to your bank or card issuer's own processing times. All refunds are issued in South African Rand (ZAR). GloWorm Guard is not responsible for any currency-conversion fees applied by your financial institution.

7. Consumer Protection Act

Nothing in this Refund Policy limits, excludes, or restricts any rights you may have under the Consumer Protection Act 68 of 2008 or any other applicable South African consumer-protection legislation. Where any provision of this policy conflicts with the CPA, the CPA will prevail.

8. Chargebacks

We ask that you contact us at info@gloworm.co.za before initiating a chargeback with your bank or card issuer. If a chargeback is filed without prior contact and we determine it is unjustified, we reserve the right to suspend your Account pending investigation and to seek recovery of any chargeback-related fees incurred by us.

9. Contact

Billing and refund enquiries: info@gloworm.co.za

GloWorm Guard (Pty) Ltd — www.gloworm.co.za — info@gloworm.co.za