refunds &
cancellation.

last updated · 27 april 2026

1. how billing works.

no contracts, no minimum term, no cancellation fees. cancel from settings → subscription and the recurring charges stop. you keep access until the end of the month you've already paid for. once a month is paid, that month is non-refundable.

2. how to cancel.

you'll get a confirmation email right after. if you don't see it within 5 minutes, check your spam folder or email us.

don't want to do it yourself? email hello@unlockedonline.co.za from the address on your account and we'll cancel it manually within 24 hours.

3. what happens when you cancel.

• you keep access until the end of your current billing month — we don't kick you out early
• you're not billed again once you cancel
• your account stays — your workout history, logs, and chat are preserved. if you come back later, everything picks up where you left off
• whatsapp group — we'll remove you from the member community at the end of your billing month (you can rejoin any time as a paying member)

4. refund policy.

unlocked online is a monthly digital subscription. in line with industry standard and section 44 of the electronic communications and transactions act (2002), once a billing month has been paid, that month is non-refundable. you cancel → you keep access until month-end → no further charges.

we keep pricing low (r199 / r399), the cancel button two taps away, and billing dates predictable so there are no surprises.

5. the only exceptions: billing errors.

the only situations where we will reverse a charge are billing errors that aren't your fault:

• accidental double-billing caused by a payment gateway error — full refund
• billing after a confirmed cancellation — full refund of the erroneous charge
• fraudulent charges made without your permission — we'll reverse them

to report a billing error, email hello@unlockedonline.co.za with your full name, the date of the charge, and what went wrong. we respond within 2 business days and process approved error-correction refunds within 7 business days via the original payment method.

6. the cpa cooling-off period — clarification.

the south african consumer protection act (2008) gives a 7-day cooling-off period for goods bought via direct marketing. a digital subscription service you've actively signed up for does not trigger the cooling-off right. when you click "subscribe", you accept that the service starts immediately and the first month is non-refundable.

7. failed payments.

if your card fails on billing day:

• our processor (payfast) retries automatically for up to 7 days
• we email you on day 1, 3, and 7 with a link to update your card
• if payment still fails after 7 days, your subscription pauses (you lose access until the card is fixed)
• your account and data stay intact — you can resume any time

we don't charge late fees or penalties.

8. price changes.

if we ever increase the subscription price, we'll email you at least 30 days before the new price applies. you can cancel before the change takes effect — no new price, no questions. if you keep your subscription active past the change date, it means you've accepted the new price.

9. disputes.

if we can't resolve a dispute, you can escalate to:

• the national consumer commission (nccsa) — thencc.gov.za
• the consumer goods and services ombud — cgso.org.za

10. contact.

email: hello@unlockedonline.co.za
response time: within 2 business days
refund processing: up to 7 business days after approval