Refund Policy

1. Cancelling within 7 days

You may cancel a top-up within 7 days of buying it, without giving a reason. We refund the unused paid credit from that top-up in full. This is your right under section 44 of the Electronic Communications and Transactions Act.

Credit already spent on marking is not refundable: the service was delivered at your request.

2. Unused credit within 90 days

After the first 7 days, unused paid credit is refundable on request within 90 days of purchase. After 90 days it stays on your account to use. Credits do not expire while your account is open.

3. Bonus credit

Bonus credit, the extra percentage added to a top-up, is a free extra:

• it is never refunded or paid out;
• when a top-up is refunded, the bonus that came with it is removed from your balance.

4. Scripts that could not be marked

You do not need to ask for these. When a batch starts, its price is only reserved. You are charged for scripts that were actually marked; credit for scripts that could not be marked, or for a batch that failed, goes back to your balance automatically.

If you think a script was marked badly, contact us. We will look at it with you, and where the service was at fault we may return the credit for that script.

5. Closing your account

If you close your account, we refund your unused paid credit on request. Bonus credit is forfeited.

6. How to ask for a refund

Email jenni@aigrading.co.za with your account email and the top-up date. Then:

• we confirm the amount within 5 working days;
• we pay it back through PayFast to the original payment method (or by EFT, if PayFast cannot), within 30 days of your request;
• the refunded credit, and the bonus that came with it, are removed from your balance.

Support hours: 09:00–17:00, Monday to Friday. Phone: +27 71 885 2672.