We want you to buy with confidence. This policy explains when payments to Canaan AI (Pty) Ltd can be cancelled or refunded. It applies alongside your rights under the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA), which this policy does not reduce.
Last updated: 14 August 2026
1. Software products (licences and subscriptions)
- Try before you buy — every ready-made product comes with a free trial period, so you can install it, use it and make sure it fits your needs before paying anything.
- No refunds after activation — because you can evaluate the software fully during the free trial, and because software is delivered digitally, payments are not refundable once your licence key has been issued and activated on a device.
- Subscriptions — cancel any time — cancel from your Client Portal and you are not billed again. Your access runs to the end of the period you have already paid for; a period that has started is not refunded or pro-rated. There is no cancellation penalty and no minimum term.
- Defective software — your statutory rights are unaffected: if a product materially fails to do what we advertised, report it to support@canaanai.co.za and we will put it right — by fixing it, replacing it or, where the law requires, refunding it.
- Problems caused by hardware, operating-system or network issues on your side are not grounds for a refund — but talk to us; support will always try to get you running.
2. Custom systems and professional services
- Cancellation and refund terms for a custom build are set out in its quotation and agreement, including payment milestones.
- If you cancel a project midway, work completed and costs committed up to cancellation are payable; any unearned portion of what you have paid is refunded.
3. Canaan AI Academy tuition
- Before a month starts — an unpaid month simply lapses; nothing is owed. A paid month is refundable in full if you request it before the month's first class.
- After classes begin — a started month is not refundable, except where we cancel classes and cannot offer a replacement session, in which case we credit or refund that portion.
- EFT / cash payments marked "awaiting confirmation" — these can be called off at any time before we confirm receipt; nothing has been taken.
- Enrolment is month-to-month. There is no long-term contract and no cancellation penalty — to stop attending, simply don't pay further months (a note to us helps us plan classes).
4. Duplicate or incorrect payments
If you are charged twice, pay the wrong amount, or pay for the wrong month or product, we refund or reallocate the payment in full — email accounts@canaanai.co.za with your receipt number.
5. How to request a refund
- Email accounts@canaanai.co.za (or message us from your portal) with your name, receipt or invoice number, and the reason.
- We respond within 2 business days and pay approved refunds within 10 business days.
- Refunds go back to the original payment method — card refunds are reversed through PayFast; EFT and cash payments are refunded by EFT to your bank account.
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