Refund, Cancellation & Delivery Policy

1. Scope

This policy applies to paid SafeGrid subscriptions purchased from Brunia Bay (Pty) Ltd ("SafeGrid", "we", "us"). It forms part of our Terms & Conditions.

It does not cover voluntary contributions a resident makes to their own neighbourhood watch. Those are arrangements between the resident and that organisation — see section 8 of our Terms.

2. What you are buying

SafeGrid is a hosted software service (software as a service). A subscription gives an organisation access to the SafeGrid platform for one site, for the period paid for. It renews automatically until cancelled.

No physical goods are sold or shipped. There is nothing to post, courier or return.

3. Prices, currency and billing

• All prices are in South African Rand (ZAR).
• Subscriptions are priced per site, per month, and billed monthly in advance.
• Current plan prices are Standard R349 per site per month and Pro R499 per site per month. Free and partner plans are R0.
• The plan name, the billing period and the exact amount are always shown for confirmation before any payment is taken.
• We are not currently registered for VAT, so no VAT is added to these prices.
• Prices shown in the mobile apps are set in the relevant app store and may differ slightly because of store pricing tiers, local taxes and currency conversion. The price shown to you at the point of purchase is the price you pay.

4. Free trial

Every new site starts with a 14-day free trial. No card details are required to start the trial and no payment is taken during it, so you can evaluate SafeGrid in full before you pay anything.

If you do not subscribe by the end of the trial, the site simply stops being billable — we do not charge you automatically for a trial you did not convert.

Where a free trial is offered through an app store, any unused portion of that free trial is forfeited when you purchase a subscription.

5. Delivery of the service

Delivery is electronic and immediate:

• Access is activated on your account as soon as payment is confirmed — normally within a minute.
• You use the platform at safegrid.online. The mobile app is downloaded from safegrid.online/app or your app store, at no extra cost.
• Because delivery is electronic, there are no delivery charges, delivery addresses or delivery timeframes.

If your access is not active within 24 hours of a successful payment, email support@safegrid.online and we will resolve it or refund that payment in full.

6. How you paid decides who handles your billing

A SafeGrid subscription can be bought through three channels. They are not interchangeable — find yours before reading sections 8 and 9.

At present, all SafeGrid subscriptions are sold through our website and billed by PayFast. In-app purchasing is not yet available; sections 6(b) and 6(c) apply only once it is.

a. Our website — billed by PayFast

We are the merchant of record. We bill you, and we handle cancellations and refunds directly. Payments are processed by PayFast; we never receive or store your card details.

Manage or cancel from the Billing page in the web app, or email support@safegrid.online.

b. Apple App Store (iPhone and iPad)

If you subscribe inside the iOS app, Apple processes the payment — not us. Apple's terms govern that transaction.

• Payment is charged to your Apple Account at confirmation of purchase.
• Manage or cancel your subscription in Settings → your Apple Account → Subscriptions. Cancellation must be done there at least 24 hours before the end of the current period.
• Refunds are requested from Apple at reportaproblem.apple.com and are granted at Apple's discretion. We cannot issue, approve or overrule a refund on a payment we never received.

c. Google Play (Android)

If you subscribe inside the Android app, Google processes the payment — not us. Google Play's terms govern that transaction.

• Payment is charged to your Google Account at confirmation of purchase.
• Manage or cancel your subscription in Play Store → Subscriptions. Cancellation takes effect at the end of the current billing period.
• Refunds are handled under the Google Play refund policy and are granted at Google's discretion. We cannot issue, approve or overrule them.

Two things that catch people out with store subscriptions: cancelling inside SafeGrid, or asking us to cancel, does not stop the store billing you — you must cancel in the store. And deleting the app does not cancel the subscription; it keeps renewing until you cancel it in the store.

If you are not sure which channel you are on, email support@safegrid.online and we will tell you and point you to the right place.

7. Automatic renewal

All SafeGrid subscriptions renew automatically so that cover is never interrupted:

• Your subscription renews for a further month, at the price then shown, unless you cancel before the renewal date.
• For app store purchases, your account is charged for renewal within 24 hours before the end of the current period, and the subscription renews unless auto-renew is turned off at least 24 hours before the end of that period.
• You can turn off auto-renewal at any time using the method for your channel in section 6.

8. Cancellation

You may cancel at any time. There is no minimum term, no lock-in contract and no cancellation fee.

• Website subscriptions: cancel from the Billing page in the web app, or email us.
• App store subscriptions: cancel in the store, as set out in section 6(b) or 6(c).
• In every case, cancellation stops the next renewal. Your site keeps full access until the end of the period you have already paid for.
• Moving to a cheaper plan takes effect at the end of the current paid period, so you keep what you paid for.

You can request export or deletion of your data at any time — see our Privacy Policy.

9. Refunds

This section applies to subscriptions bought on our website. For app store purchases, refunds are decided by Apple or Google as described in section 6.

Subscriptions are billed monthly in advance. We do not refund part-months or unused time. You may cancel at any time and your site keeps full access until the end of the period you have already paid for; it will not renew after that.

Because every site gets a 14-day free trial with no card required, you can evaluate SafeGrid fully before any payment is taken.

We will refund a payment in full where:

• you were charged in error, or charged twice for the same period; or
• you paid but access was never delivered (see section 5); or
• we are otherwise required to refund you by law.

Approved refunds are paid back to the original payment method within 10 business days.

Nothing in this policy limits any rights you have under South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

10. Failed payments

If a renewal payment fails, we show a notice in the app and allow a 7-day grace period to update your payment details before paid features are suspended.

Emergency features — panic and SOS — are never disabled for non-payment. We will not put someone at risk over a billing problem.

11. Changes to prices or plans

We may change plan pricing. Existing subscribers will be notified before a change applies to them, and the new price only takes effect from their next billing period. If you do not accept a price change, you may cancel as set out in section 8.

12. Billing queries and disputes

If you believe a charge is wrong, contact us first at support@safegrid.online — we will investigate and correct genuine errors promptly. Please raise it with us before lodging a chargeback, as that is almost always the faster route to a resolution. For app store purchases, the store's own dispute process applies.

13. Contact

Brunia Bay (Pty) Ltd, trading as SafeGrid

Email: support@safegrid.online

Website: safegrid.online