Last updated · April 2026
This Refund and Cancellation Policy explains how PianoLabs subscriptions are billed, how to cancel, when refunds are available, and the statutory rights you keep on top of all of this. It applies together with our Terms of Service and Subscription Terms. It is designed to comply with the South African Consumer Protection Act, 2008 (CPA), the Electronic Communications and Transactions Act, 2002 (ECT Act), and Paddle merchant-of-record requirements, and to preserve any consumer rights you have under your own national law.
Where this policy says "Pro Monthly", the same applies to every recurring plan (Pro and Teacher, monthly or annual), with "month" read as that plan's billing period.
All prices include South African VAT where applicable. For purchases from outside South Africa you may also be liable for local taxes, duties, or currency-conversion fees imposed by your bank.
You can cancel at any time:
When you cancel a Pro Monthly subscription, your access continues until the end of the current paid month and does not auto-renew. When you cancel a Lifetime plan after the cooling-off window, you keep your access; "cancelling" a Lifetime plan only matters if you want to be removed from any related communications.
You can also delete your entire account from Profile → Account → Delete account. Account deletion is permanent (subject to short technical retention periods for backups and the legal retention periods in our Privacy Policy) and is different from cancelling a subscription.
Pro Monthly — under section 44 of the ECT Act, you have a 7-day cooling-off period from the date your subscription begins, during which you may cancel for any reason and receive a full refund of the amount paid for that month, less the value of any benefit you have already received. Because access begins as soon as you pay, we calculate that value on a pro-rata daily basis. You can extend this by emailing support@pianolabs.io within 7 days of your first charge.
Lifetime — we offer a 14-day cooling-off period from the date of purchase. If you are not satisfied for any reason, email support@pianolabs.io within 14 days and we will issue a full refund. This period is longer than the statutory minimum and is offered as a goodwill commitment.
These cooling-off rights apply on first purchase; they do not apply to recurring renewals of a monthly plan.
Once the cooling-off period has expired, refunds are handled as follows.
Pro Monthly — fees already charged are generally not refundable. If you cancel mid-cycle, you keep access until the end of the paid month. We will, however, consider refund requests on a fair basis where there is a clear service problem (see Section 6).
Lifetime — outside the 14-day cooling-off window, Lifetime purchases are generally not refundable. We will consider refund or credit requests on a fair basis where we materially fail to deliver the Service or where we discontinue the Service in line with our Subscription Terms.
Nothing in this section limits your statutory rights, including under CPA sections 55 to 56 (right to quality service), section 14 (cancellation rights), section 48 (unfair terms), or ECT Act section 44.
If you notice a duplicate charge, a charge you did not authorise, or a charge after you cancelled, contact support@pianolabs.io within 60 days. We will investigate and, where appropriate, issue a full or partial refund. Please contact us before disputing the charge with your bank — disputing in good faith is your right, but a chargeback initiated without first contacting us means we may suspend your account while we investigate, in line with the Terms of Service.
In the event of an extended outage or where the Service materially fails to match its description as required by sections 54 to 56 of the CPA, you may elect, at our discretion in agreement with you, between (a) a pro-rata refund for the affected period, (b) a service credit, or (c) a free extension of equivalent value. To request a service-quality remedy, email support@pianolabs.io with the dates and impact of the issue.
Approved refunds are processed via Paddle back to the original payment method. We aim to process refunds within 5 business days of approval. Your bank may take a further 5 to 10 business days to reflect the funds.
Refunds are paid in the currency of the original charge (ZAR). Currency-conversion losses incurred by your bank are not refundable.
Where the original payment method is no longer valid, we will arrange an alternative refund route by agreement.
If you initiate a chargeback for a transaction without first contacting us, or in circumstances that we reasonably believe are fraudulent or abusive, we may (a) suspend your account pending the chargeback outcome, (b) charge you for our reasonable costs in dealing with the dispute, (c) report the conduct to Paddle and to your bank, and (d) refuse future business. We will not do any of this where you have a legitimate dispute that we have been unable to resolve in a reasonable time.
Nothing in this policy limits your statutory rights as a consumer under the South African Consumer Protection Act, 2008, the Electronic Communications and Transactions Act, 2002, or any other consumer-protection law that applies to you, including your rights to fair value, good quality, and safety.
If you are not satisfied with how we handle your refund request, you may refer the matter to the Consumer Goods and Services Ombud (https://www.cgso.org.za) or the National Consumer Commission (https://www.thencc.gov.za).
For billing or refund questions, email support@pianolabs.io with the subject line "Billing" or "Refund".