Refund and Cancellation Policy

This Refund and Cancellation Policy applies to purchases made through the ScanStand website at scanstand.app, the ScanStand web application, and any related services provided by [registered company name — to be added], trading as ScanStand.

By purchasing or using a ScanStand plan, event pass, subscription, add-on, or service, you agree to this policy.

1. Free Tests and Trials

Where ScanStand offers a free test or trial, the duration, functionality, usage limits, and other restrictions displayed when you register will apply.

Unless specifically stated otherwise:

• No payment card is required to begin a free test.
• A free test will not automatically become a paid plan.
• No refund is payable for unused time, leads, events, AI usage, or other allowances provided as part of a free test.
• ScanStand may limit free tests to one per person, business, organisation, payment method, or domain.
• ScanStand may suspend a free test where it is being abused or used to avoid purchasing a paid plan.

Continued access after the free test ends requires the purchase of an eligible paid plan.

2. Event Passes

An event pass provides access to ScanStand for the period and subject to the usage limits displayed at the time of purchase. Some passes include a fixed number of event credits that may be used for any event created during the pass validity period; an event credit is consumed when the event is created and is not returned if the event is later deleted or archived.

Unless otherwise stated at checkout, the pass period starts on the activation or commencement date shown in your account.

Cancelling an unused event pass

You may request a full refund within seven calendar days of purchasing an event pass, provided that:

• The pass has not been activated or materially used.
• No leads have been captured.
• No event data has been exported.
• No AI, email, integration, or other paid usage has been consumed.
• No custom setup or implementation work has started.

After this seven-day period, an unused event pass may, at ScanStand’s discretion, be transferred once to another event or rescheduled for use within six months of the original purchase date.

Activated or used event passes

Once an event pass has been activated or materially used, payments are generally non-refundable.

An event being postponed, cancelled, poorly attended, or no longer attended by the customer does not automatically entitle the customer to a refund. ScanStand may allow the unused portion of the pass to be transferred to another event where reasonably possible.

3. Monthly Subscriptions

Monthly subscriptions are billed in advance and automatically renew at the end of each billing period until cancelled.

You may cancel a monthly subscription at any time through the billing section of your ScanStand account or by contacting ScanStand.

When you cancel:

• Your subscription will remain active until the end of the current paid billing period.
• You will not be charged for the next billing period.
• Cancellation does not normally result in a refund for the current billing period.
• No partial or pro-rata refund will be issued for unused days, events, leads, users, AI usage, integrations, or other plan allowances.

You must cancel before the next renewal payment is processed. Cancelling after a renewal charge has been processed will normally take effect at the end of the newly paid billing period.

4. Fixed-Term or Prepaid Plans

Where ScanStand offers an annual, fixed-term, prepaid, or specially negotiated plan, the cancellation conditions displayed in the relevant order form, proposal, or service agreement will apply.

Where applicable law permits early cancellation, the customer remains responsible for:

• Amounts owed up to the effective cancellation date.
• Services already provided or consumed.
• Any reasonable cancellation charge relating to discounts, setup work, implementation services, or benefits granted based on the agreed term.

Any remaining amount belonging to the customer will be credited or refunded where required by applicable law.

5. Add-Ons and Additional Usage

Recurring add-ons, including additional events, leads, users, integrations, or other recurring services, follow the cancellation terms of the associated subscription.

Once-off add-ons and usage-based services are generally non-refundable once supplied, activated, or consumed.

Unused limits and allowances do not carry a cash value and cannot be exchanged for a refund.

Where a customer exceeds their plan limits and approves additional usage charges, those charges are non-refundable once the additional service has been supplied.

6. Custom and Once-Off Services

Custom services may include:

• Done-for-you event setup.
• Custom branding.
• QR poster design or production.
• Data migration.
• Custom forms or fields.
• Integration setup.
• Training.
• Consulting or implementation services.

A full refund may be requested before work begins.

Once work has started, ScanStand may deduct the reasonable value of work already completed and any non-recoverable third-party costs before issuing a refund.

Completed custom services, approved designs, delivered files, and completed implementation work are non-refundable unless they are materially defective and ScanStand is unable to correct the issue within a reasonable period.

7. When a Refund May Be Approved

A full or partial refund may be approved where:

• You were charged more than once for the same purchase.
• You were charged an incorrect amount.
• A payment was processed after a valid cancellation had already taken effect.
• ScanStand is unable to provide the purchased service.
• A material technical problem caused by ScanStand prevented reasonable use of the service and could not be resolved within a reasonable time.
• ScanStand permanently discontinues a paid service before the end of your paid access period.
• A refund is required under applicable consumer protection law.

Where only part of the paid service was affected, ScanStand may provide a reasonable pro-rata refund, account credit, or extension of the service period.

8. Circumstances That Do Not Normally Qualify for a Refund

Refunds will not normally be granted because:

• You changed your mind after activating or using the service.
• You forgot to cancel before a renewal date.
• You did not use all available events, leads, users, messages, AI calls, storage, or other allowances.
• Your trade show or event was cancelled, postponed, moved, or poorly attended.
• Your venue had inadequate internet connectivity, mobile coverage, electricity, equipment, or technical infrastructure.
• Your device, browser, network, firewall, or third-party software was incompatible with ScanStand, unless ScanStand materially misrepresented its technical requirements.
• A third-party platform, payment provider, email provider, CRM, hosting provider, mobile network, or integration was unavailable.
• Your account was suspended or terminated because of non-payment, unlawful conduct, misuse, security risks, or a breach of ScanStand’s Terms of Service.
• You failed to configure, test, or prepare your event before the event began.
• Captured leads provided incomplete, inaccurate, false, or low-quality information.
• Emails were blocked, filtered, rejected, marked as spam, or not delivered by a third-party email service.
• You experienced a temporary interruption caused by scheduled maintenance, emergency maintenance, or circumstances outside ScanStand’s reasonable control.

Nothing in this section removes any rights that cannot lawfully be excluded.

9. How to Cancel

You may cancel a plan by:

• Signing in to your ScanStand account.
• Opening the billing or subscription section.
• Selecting the cancellation option and completing the cancellation process.

You may also submit a written cancellation request to:

• Email: [email protected]
• Website: scanstand.app

Your cancellation request should include:

• Your name.
• Business or organisation name.
• ScanStand account email address.
• Plan or purchase being cancelled.
• Reason for cancellation.
• Relevant invoice or payment reference.

Cancellation is effective once it has been confirmed by ScanStand or processed through the billing portal.

10. How to Request a Refund

Refund requests must be submitted in writing as soon as reasonably possible and preferably within 14 calendar days of the relevant charge or incident.

ScanStand may request information reasonably required to investigate the request, including payment confirmation, screenshots, event details, error messages, and correspondence with support.

Submitting a refund request does not guarantee approval. Each request will be assessed against this policy, the applicable service agreement, the customer’s usage records, and applicable law.

11. Refund Processing

Approved refunds will be returned to the original payment method wherever possible.

ScanStand will normally initiate an approved refund within 10 business days. Your bank, card issuer, or payment provider may require additional time to reflect the refund.

Transaction fees, foreign exchange differences, and bank charges imposed by third parties may not be refundable unless required by law.

ScanStand is not responsible for delays caused by banks, card issuers, payment processors, or incorrect payment information supplied by the customer.

12. Failed and Disputed Payments

Where a payment fails, is reversed, or is disputed, ScanStand may suspend access to the affected account until the payment issue has been resolved.

Before initiating a chargeback or payment dispute, customers are encouraged to contact ScanStand so that any billing error or service problem can be investigated.

This does not restrict a customer’s right to dispute an unauthorised or incorrect payment with their payment provider.

13. Account Suspension or Termination

ScanStand may suspend or terminate an account where the customer:

• Fails to pay amounts when due.
• Uses ScanStand unlawfully.
• Captures personal information without appropriate authority or consent.
• Sends spam or abusive communications.
• Attempts to compromise the security or operation of the platform.
• Shares access unlawfully or circumvents plan limits.
• Materially breaches the Terms of Service.

Refunds will not normally be provided when an account is suspended or terminated because of the customer’s breach, except where required by law.

If ScanStand terminates a paid service for reasons unrelated to the customer’s conduct, ScanStand will provide a reasonable pro-rata refund or credit for the unused paid period.

14. Statutory Consumer Rights

Nothing in this policy excludes, limits, or replaces any rights or remedies that a customer may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable law.

Where a mandatory cooling-off period, cancellation right, refund obligation, or other statutory protection applies, that protection will take precedence over any inconsistent provision in this policy.

15. Changes to This Policy

ScanStand may update this policy from time to time.

The updated version will be published on the ScanStand website with a revised effective date. Changes will not retrospectively remove refund or cancellation rights that applied to a purchase before the updated policy took effect.

16. Contact Details

Questions, cancellations, and refund requests may be sent to:

• ScanStand
• Operated by: [registered company name — to be added]
• Registration number: [company registration number — to be added]
• Registered address: [registered business address — to be added]
• Email: [email protected]
• Website: scanstand.app
• Country: South Africa