Refund Policy

Version: Rev 00, 15 November 2026

1. The 14-day refund

If you are not happy with your report, for any reason, ask within 14 days of receiving it and we refund the full R349.

• Any reason counts, including a report that finds nothing wrong.
• It does not depend on what the municipality decides about your query.
• We start your refund within 2 working days of your request, and you have it never later than 30 days after you ask.
• Where Paystack, our payment gateway, can make the refund, it goes back to the card or account you paid with. Paystack says this takes 3 to 10 working days.
• Paystack cannot always refund a new business's payments. When it can't, the owner pays you by EFT from the owner's bank account. The owner will email you from jonathankruger1@yahoo.com to ask for the account to pay into. That is the only address that will ever ask for your bank details, and only after you have asked for a refund: check the sender is exactly that address, and if in doubt, reply to the email that carried your report. Never send a card number, PIN, password or one-time PIN to anyone. Please don't send bank details to hello@overbilled.co.za: the AI that runs the service is not given them, and if they arrive there we delete them.
• We never ask for card details, PINs or passwords.
• We pay any gateway fees on a refund. You get the full R349 back.

2. Seven-day cooling-off (ECTA s44)

We give you the 7-day cooling-off right in ECTA s44 in full, even though the Act would not require it once we start work with your consent (s42(2)(d)). You may cancel within 7 days after you order and pay, without giving a reason, and we refund the full R349 within 30 days of your cancelling.

3. If we do not deliver

If we do not send a report within 2 working days of receiving usable bills, tell us at hello@overbilled.co.za. If we cannot deliver at all, you get a full refund without asking, within 30 days. If we don't have usable bills 30 days after you pay, we close your order and refund the full R349 within 30 days.

4. If the service is defective

The Consumer Protection Act gives you the right to have the service performed "in a manner and quality that persons are generally entitled to expect" (s54(1)(b)). If it falls short, you may ask us to fix it or to refund a reasonable part of the price (s54(2)). For example, if the report contains a clear mistake, we will correct it or refund you. These rights are not limited by this policy.

5. What a refund does not change

• You may keep using the report for your own account.
• We do not promise that the municipality will accept your query, or any saving or credit.

6. How to ask

Email hello@overbilled.co.za with the email address you paid with, or reply to the email that carried your report. One line is enough.

7. Payment gateway

Payments go through Paystack. A refund goes back through Paystack where it can, or by EFT from the owner's account (section 1). Your bank may take a few days to show it.