Last updated: 8 November 2026
This page explains how to cancel our services and when you get money back. Your written agreement has the full terms, and where it says something different for your plan, the agreement applies. Nothing on this page limits rights you have under the Consumer Protection Act or the Electronic Communications and Transactions Act.
Monthly plans
- You can end a month-to-month plan at any time on 30 days' written notice. There is no exit fee.
- You pay for the notice period. We do not refund part of a month already paid, unless the law gives you that right.
12- and 24-month plans
- A fixed-term plan runs for its term, then continues month to month unless you give 30 days' notice before it ends. We remind you in writing 40 to 80 business days before the end date.
- You can leave early on 30 days' written notice by paying the early-exit charge set out in your agreement.
- If you are a sole proprietor or another individual, you can cancel a fixed-term plan at any time on 20 business days' written notice, and any cancellation charge is limited to a reasonable charge, as section 14 of the Consumer Protection Act requires.
Setup fees
- The setup fee pays for the work of setting up your service. If you cancel before we start that work, we refund it in full.
- If you cancel after we start, we keep the part that covers the work already done and refund the rest.
Prepaid top-ups
- Top-ups (for example 1,000 more conversations) are bought once and used only after your monthly allowance runs out.
- They are valid for three years from purchase, and when your agreement ends we refund unused top-ups, less anything you owe.
Websites and other projects
- Projects are paid in stages, as your statement of work sets out.
- If you cancel a project, you pay for the stages already signed off and for the work done on the current stage, up to that stage's price. We refund anything paid beyond that and hand over the work you have paid for.
Pilots
- A pilot has a once-off fee, paid before it starts. It never turns into a paid plan unless you sign an order.
- If we cannot get the pilot working through our own fault, we refund the pilot fee in full.
Cooling-off for online sign-ups
If you are an individual (not a company) and you sign up with us online, you can cancel within 7 days without giving a reason, under section 44 of the Electronic Communications and Transactions Act, and we refund what you paid within 30 days. This does not apply to a service that started with your agreement within those 7 days.
If we approached you first
If the Consumer Protection Act applies to you and you signed up after we contacted you first (by email, phone or in person), you can cancel within 5 business days of signing, without a reason or a penalty, under section 16 of that Act. This applies unless the online cooling-off above applies instead.
If a service does not work as agreed
Tell us. We fix it, or if we cannot, we refund the fees for the period it did not work as agreed.
Fees paid to other companies
Some costs are paid to other providers for you, such as phone-line charges or domain registration. We cannot refund what has already been paid to them, but we pass on any refund they give us. WhatsApp message fees are paid by you directly to Meta on your own account.
How refunds are paid
We pay refunds into the account or card you paid from, within 14 days of agreeing the refund, and always within the time the law allows.
How to cancel
Email info@icodeai.co.za from the address in your agreement, or use the Get help tab in your dashboard. We confirm in writing within 2 business days. Cancelling a debit order at your bank does not end your agreement, so please tell us too.
Debit orders
If a debit order is wrong, contact us and we refund any amount taken in error within 5 business days. This does not affect your right to dispute a debit with your bank.
Questions and complaints
Email info@icodeai.co.za, or see our complaints procedure.