1. When we refund
We refund a payment in full when:
- you were charged but your full access was not switched on, and we cannot put that right; or
- you were charged more than once for the same purchase.
If your access simply has not appeared after paying, tell us first. In most cases we can confirm the payment and switch your access on, which is usually what you want.
2. When we do not refund
- Once full access has been delivered, the payment is not refundable, whether or not the access was used. This applies to every pass and plan.
- We do not refund part of a period that you chose not to use.
- An account suspended for breaking our Terms of use is not refunded.
3. Payments that did not complete
If an EcoCash prompt timed out, or a card payment was declined or abandoned, no payment was taken and there is nothing to refund. If money did leave your account and you have no access, that is covered by section 1.
4. Subscriptions that renew
A payment made by EcoCash or by card through Pesepay never renews by itself. If you hold an earlier card subscription that does renew, you can cancel it from your account at any time. Your access continues to the end of the period already paid for, and that period is not refunded.
5. How to ask
- Write to info@deep-counsel.org within 14 days of the payment, from the email address on your account.
- Include the payment reference shown on your confirmation, and the date and amount.
- We check the payment with our payment provider. An approved refund goes back to the EcoCash number or card that paid, and how long it takes to arrive depends on that provider.
6. Your legal rights
Nothing in this policy takes away any right to a refund that the law gives you.
Contact
Questions about this page go to info@deep-counsel.org. We read every message.