This policy explains what is refundable, what is not, and why. It applies to every payment made to ProHighLevel (Pty) Ltd, registration 2026/384199/07.
It does not take away any right you have under the Consumer Protection Act 68 of 2008 or any other South African law. Where this policy and the law disagree, the law wins.
On this page
1. Three payments, three answers
We charge for three separate things, and they are not refundable on the same terms, because they are not the same kind of thing. A once-off build that has already been done cannot be handed back. A month of platform messages that have already been sent cannot be unsent. A monthly plan you have not used yet is a different matter entirely.
| What you paid for | Short answer | Detail |
|---|---|---|
| Setup fee Once off, at the start |
Refundable before work starts | Section 3 |
| Monthly plan Create, Automate, Elevate or Command |
Not refundable for a month already started, cancel to stop the next one | Section 4 |
| Platform usage WhatsApp, SMS, email, calls, AI |
Not refundable once used, billing errors always are | Section 5 |
2. Before you pay anything
Nothing is charged before we have both agreed what we are building. The consultation is free, the onboarding form is free, and no card details are taken at either stage. You see the setup fee, the monthly amount and an estimate of your platform usage in your own numbers before you sign anything.
Where a trial or a phased start is agreed with you, it is written into your service agreement, and billing starts when that agreement says it does. If it is not in writing, it is not agreed.
We never ask you for your card details. Not on this website, not on the phone, not by email, and not on any form we send you. Your card is entered on Paystack's own secure payment page and Paystack holds that information, not us. If anyone claiming to be from ProHighLevel asks you for a card number, a CVV or a PIN, it is not us. Report it to info@prohighlevel.co.za.
3. The setup fee
The setup fee is a once-off payment for building your account: provisioning and branding your CRM, creating users, importing and cleaning your data, connecting calendars, wiring the unified inbox, authenticating your sending domain, testing integrations, training your team, and fourteen days of post launch support.
Before the build starts
If you pay the setup fee and then change your mind before we have started building, tell us in writing and we will refund it, less any third-party costs already committed on your behalf and any processing fee already incurred. Where any of those deductions apply, we will itemise them for you before the refund is processed.
Once the build has started
The setup fee is not refundable once work has started, because by then the work exists. What we will always do is show you exactly what was done: the account, the configuration, the imported data and the time recorded against it. If you believe the work delivered does not match what was agreed, say so and we will deal with it under section 6 rather than argue about it.
If we do not deliver
If we fail to deliver the build described in your service agreement, and we cannot put it right within a reasonable period after you have told us in writing, you are entitled to a refund of the setup fee in proportion to what was not delivered. This is the position under the Consumer Protection Act and we do not contract out of it.
4. The monthly plan
Your monthly plan is a recurring subscription that you activate yourself on a Paystack link. Paystack collects the same amount on the same day every month until you cancel it.
- A month already begun is not refunded and is not pro-rated. Cancelling part way through a month stops the next collection, not the current one, and you keep access until the end of the period you have paid for.
- Cancelling stops future collections. See section 11 for how to cancel properly, because stopping the payment and ending the agreement are two different acts.
- A collection taken after a valid cancellation is refunded in full. If you gave us the required notice and a payment still went off, that is our error and we return it, not a portion of it.
Forgetting to cancel is not grounds for a refund. The subscription is disclosed as recurring on the pricing page, in the service agreement, on the Paystack page where you activate it, and on the confirmation screen afterwards. Paystack also emails you a receipt every single month. We will still talk to you about it, and where somebody has plainly not used the service at all we will look at it on its merits, but the default answer is no.
5. Platform usage
Platform usage is what the underlying platform charges for the WhatsApp messages, SMS, emails, call minutes and AI that your system actually sent. We pass these through at cost with no markup added.
- Usage already consumed is not refundable, because the cost has already been incurred with the platform and the messages have already been delivered. We cannot recall an SMS and neither can anyone else.
- A billing error is always refundable in full. If we have billed you for volume you did not send, or applied the wrong rate, we correct it and refund the difference. Ask us for the underlying figures at any time and we will send them.
- Usage caused by our error is refundable. If an automation we built sent a run of messages it should never have sent, that is on us and we credit it.
6. Always refunded
These do not need an argument. Tell us and we fix it.
- A duplicate charge. Charged twice for the same thing, we refund one of them in full on verification.
- A charge after a valid cancellation. Refunded in full.
- An amount that is not what you agreed to. Refunded in full, or corrected to the agreed amount, whichever you prefer.
- A payment you did not authorise. Tell us immediately and tell your bank. We will provide whatever the investigation needs.
- Service we did not deliver. Refunded in proportion to what was not delivered, as set out in section 3.
7. Not refunded
- A change of mind after the build has been delivered.
- A month of subscription already begun, including where the account was not used.
- Platform usage that has already been sent.
- Failure to cancel before the next collection date.
- Faults caused by a third party outside our control, including your own internet connection, your bank, a social platform changing its rules, or an integration a third party withdraws.
- An account suspended or closed for a breach of our Terms and Conditions.
- A request made more than 30 days after the charge, unless the law provides otherwise.
8. Processing fees
Payment processing fees charged by Paystack are not refundable. They are a cost already incurred by the processor on the original transaction, and they are not returned to us when a refund is issued. Where a refund is granted, it is the amount received less the processing fee already taken by Paystack on that payment. This is set out in the Paystack Merchant Service Agreement and it applies to every merchant on the platform, not only to us.
9. How to ask for a refund
Email info@prohighlevel.co.za with the subject line "Refund request". Include:
- Your company name and your client reference, which starts with PHL.
- The date of the charge and the amount.
- The Paystack reference from your receipt, if you have it.
- What you are asking for and why, in your own words.
- Anything that helps, such as a screenshot or the email you are referring to.
We acknowledge every request within one business day and give you a decision, with reasons, within five business days. If we say no, we tell you why in writing and we tell you what you can do next.
Never send card details to us, by any channel. We do not need them to process a refund. A refund goes back to the card or account the payment came from, automatically.
10. How long it takes
Once a refund is approved, we initiate it with Paystack within five business days. Paystack then returns the money to the original payment method. Card refunds typically reflect within 5 to 10 working days from that point, depending entirely on your bank or card issuer, which is outside our control and outside Paystack's.
Where the original payment method cannot receive a refund, for example certain bank transfers, we will contact you for the account details we need. We will do that from our own address and we will never ask for a password, a PIN or a card number.
11. Cancelling
You can cancel at any time. Two things need to happen, and doing only one of them is where accounts go wrong.
- Stop the payment. Cancel the subscription yourself through the link in any Paystack receipt. That stops future collections.
- Give us written notice. Email info@prohighlevel.co.za. Cancelling the payment does not by itself end your service agreement, and the notice period in that agreement still applies.
Give us twenty days' notice before your next payment date and nothing further is collected. Cancel later than that and one more month runs, then it ends. After cancellation you keep access until the end of the period you have paid for.
We will hand over your data on request in a usable format. Your data is yours. Retention and deletion are dealt with in our Privacy Policy under the Protection of Personal Information Act, 4 of 2013.
12. Chargebacks
Please talk to us before going to your bank. Most disputes are a misunderstanding about which of the three payments a charge was, and those take one phone call to resolve. A chargeback takes weeks, costs both sides, and gives you a worse answer more slowly.
If a chargeback is filed, we will provide the transaction evidence to Paystack and to your issuing bank to contest it, including the signed agreement, the onboarding submission and the delivery record. An account with an unresolved chargeback may be suspended while it is being dealt with.
13. Changes to this policy
We may update this policy. The effective date at the top changes when we do. A change never applies backwards to a payment you have already made, which is governed by the version of this policy in force on the day you paid.
Where a change materially reduces your rights, we will tell existing clients by email before it takes effect.
14. Contact
PROHIGHLEVEL (Pty) Ltd
Registration 2026/384199/07
597B Airedale Street, Garsfontein, Gauteng, 0081
Email: info@prohighlevel.co.za
Business hours: Monday to Friday, 9:00 to 17:00 SAST
This policy is governed by the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008, and is read together with our Terms and Conditions, our Privacy Policy and your signed service agreement. The parties submit to the non-exclusive jurisdiction of the High Court of South Africa, Gauteng Division.
If we cannot resolve a complaint between us, you may refer it to the National Consumer Commission.