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Legal

Refund and cancellation policy

Effective date: 5 October 2026.

1. Overview

This policy governs payments made for PayrollMaster Africa’s digital payroll software and related subscription services, operated by Mediacent Interactive Ltd. By purchasing or subscribing to PayrollMaster Africa, you agree to this policy, which forms part of our terms of service.

2. Free trial

PayrollMaster Africa may provide a 14-day free trial. No payment is required to start the trial unless otherwise stated. Customers may choose to subscribe to a paid plan after the trial period.

3. Subscription cancellation

Customers may cancel their subscription at any time through the cancellation process in the platform or by sending a written request to [email protected]. Unless otherwise agreed, cancellation takes effect at the end of the customer’s current paid billing period. The customer keeps access to the service until the effective cancellation date, subject to the applicable subscription terms. No further subscription charges are incurred after cancellation takes effect, and any automatic renewal is switched off.

4. Refund policy

PayrollMaster Africa services are digital and subscription-based. Payments are therefore generally non-refundable once the applicable subscription period has begun. Refunds may, however, be considered where:

  • a duplicate payment has been made;
  • the customer has been charged incorrectly because of a billing error;
  • a payment has been processed for a service PayrollMaster Africa is unable to provide;
  • a material technical or service issue attributable to PayrollMaster Africa prevents the customer from receiving the service paid for; or
  • another exceptional circumstance has been approved by management.

5. Free trial cancellation

Customers may stop using the service during the free trial without incurring a subscription fee, provided no paid subscription has been activated.

6. Failed or unsuccessful payments

Where a payment fails or is reversed, we may notify the customer and ask for an alternative payment method. Continued failure to settle amounts due may result in suspension or termination of the customer’s access to the service.

7. Duplicate payments

Where a customer makes a duplicate payment for the same subscription period, we will investigate the transaction. Where the duplicate is confirmed, the excess amount will be refunded or, with the customer’s agreement, applied to a future subscription period.

8. Billing errors

A customer who believes they have been charged incorrectly should contact us as soon as possible with the transaction details. We will investigate and, where an error is confirmed, make the appropriate correction or refund.

9. Service unavailability

We aim to provide reliable and continuous access to the platform. Temporary interruptions may occur because of maintenance, upgrades, technical issues, security incidents, third-party services or circumstances beyond our reasonable control. Where an interruption is attributable to PayrollMaster Africa and materially prevents the customer from accessing a paid service, we may provide an appropriate remedy, which may include an extension of the subscription period or a refund for the affected period.

10. How refunds are processed

Approved refunds are made to the original payment method wherever possible — the same card or mobile money account — through the payment service provider that processed the payment, in the currency it was charged in. We process approved refunds within 30 days of approval. The time the refund takes to reach the customer’s account then depends on the payment provider or financial institution.

11. Refund limit

Unless otherwise required by law, a refund will not exceed the amount actually paid for the relevant transaction or service.

12. Payment disputes and chargebacks

If you believe you have been charged incorrectly or wish to dispute a transaction, contact us promptly. We encourage customers to contact us before starting a chargeback with their bank so that the matter can be investigated and resolved quickly. We cooperate with the relevant payment service provider in investigating legitimate payment disputes.

13. Data following cancellation

After cancellation, access to the account and customer data is handled in accordance with our terms of service, privacy policy and data retention requirements. Customers are responsible for exporting, or asking us for, any information they need before the account is permanently closed.

14. Changes to this policy

We may amend this policy from time to time. The latest version is published on this page and takes effect on publication unless otherwise stated.

15. Contact us

For refund, cancellation or payment enquiries: