Refund Policy

This policy explains when refunds are available for paid When I Am Gone products. It applies alongside any statutory rights you may have under South African law, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA), where those rights qualify.

1. R 99 will template

When I Am Gone offers a voluntary 7-calendar-day refund window on the once-off R 99 will template, measured from the time your payment is confirmed by Paystack. The refund window is available only where the paid will-output service has not been materially used. The paid will-output service is treated as having been used once any of the following have occurred:

• the paid will-output service has been activated or accessed after payment;
• a final will document has been generated or exported;
• the paid will PDF has been downloaded; or
• any other use of the paid output service has taken place.

If none of the above has occurred, you may request a full refund through Billing > Will inside your account within 7 calendar days of payment. Once a refund is approved we instruct Paystack to reverse the charge. Funds usually reflect within 5 to 10 working days, depending on your bank. Your draft will data remains in your account so you may re-purchase at any time.

The account refund check concerns our voluntary offer only. A recorded activation or download does not, by itself, prove consent to start a service early or defeat a statutory remedy. If the online check declines your request, you may still ask support to assess your legal rights.

2. R 49/month estate vault subscription

The estate vault currently renews monthly through Paystack. You may give notice to cancel future renewals by emailing support@wheniamgone.co.za before the next billing date. Your notice does not depend on our discretionary approval or written confirmation to be valid. Keep a copy; if a further debit occurs after the effective cancellation date, contact us for correction and any refund due. Paid access ordinarily continues to the end of the current period. A change of mind does not automatically entitle you to a refund for services already supplied, but statutory cancellation and service-failure remedies remain available. If CPA section 14 applies to a fixed-term agreement, its cancellation and renewal rights prevail. Cancelling renewal is separate from deleting your account or vault information.

3. Estate advertisements (Section 29 and Section 35 notices)

Before work starts, the order must identify the publication instructions and charges you accept. If you cancel, we will assess work actually performed and non-recoverable third-party costs, with reasons and subject to the law. Starting an internal process does not automatically remove your cancellation or service-quality rights. Where our service is defective or a notice is rejected for reasons within our control, the applicable remedy may include correction, proper performance or a proportionate or full refund.

4. Failed payments, duplicate payments, and payment errors

If your bank or Paystack charges you and the payment does not result in a successful product activation, contact us at support@wheniamgone.co.za. We will investigate and, where the charge was made in error, arrange a refund promptly. Duplicate charges for the same product will be refunded in full. We are not responsible for charges arising from your own bank's fees or currency conversion costs.

5. How to request a refund

Sign in to your When I Am Gone account and open Billing. The Will tab shows whether your purchase is still inside the voluntary refund window and lets you submit a request directly. For all other refund queries, email support@wheniamgone.co.za with your payment reference and a brief explanation. We aim to acknowledge refund requests within 2 working days and to resolve them within 7 working days.

6. Statutory rights

Where ECTA section 44 applies, a consumer may cancel a service transaction without reason or penalty within seven days after the agreement, and any payment must be refunded within 30 days of cancellation. Section 42 contains specific exclusions, including services begun with the consumer’s consent before the seven-day period ends; a digital label or mere account activation is not sufficient proof of that consent. Where CPA section 16 applies to a transaction resulting from direct marketing, its five-business-day cooling-off right applies, subject to its exclusions, including where ECTA section 44 applies. Where CPA section 14 applies to a fixed-term agreement, the consumer may cancel on 20 business days’ recorded notice, subject only to lawful charges and a reasonable cancellation penalty, and statutory expiry and renewal rules apply. CPA section 54 also protects qualifying consumers against deficient service. These rights prevail over our voluntary refund conditions.

7. Contact

Refund queries: support@wheniamgone.co.za.