Terms & Policies
Cancellation, Refund & Account Credit Policy
Last Updated: 29 July 2026
This Cancellation, Refund & Account Credit Policy forms part of the Unplug Magazine Terms & Conditions and applies to paid services purchased through the Unplug Magazine website. Our objective is to provide customers with a clear and consistent cancellation process while protecting scheduled advertising, promotional placements and services that have already been activated.
This page covers our payment, refund and cancellation terms. For how we look after your personal information, see our Privacy Policy. For the general rules of using the website, see our Terms of Use. Together these three documents make up your agreement with Unplug Magazine.
1. Services covered
This policy applies to applicable paid Unplug Magazine services, including but not limited to:
- Profile highlighting
- Article highlighting
- Business directory highlighting
- Banner advertising
- Promotional placements
- Sponsored placements
- Competition-related paid services
- Featured listings
- Other paid promotional services
- Future paid services where this policy is stated to apply
The applicable service, duration and price will be displayed before payment is completed.
2. Seven working days' cancellation notice
Customers who wish to cancel a purchased service must provide at least seven (7) working days' written notice before the scheduled activation or commencement of the service. Cancellation requests must be submitted through the official Unplug Magazine contact channel.
The cancellation request should include:
- Name and surname
- Email address
- Contact number
- 10-digit payment reference number
- Service purchased
- Service activation date, where applicable
- Reason for cancellation
The seven-working-day period begins when Unplug Magazine receives a complete cancellation request containing sufficient information to identify the transaction.
3. Services that have not yet started
Where a customer provides the required seven (7) working days' notice and the purchased service has not yet been activated or started, the customer may request cancellation. If the cancellation is accepted, no cash refund will be made. Instead, 100% of the amount paid for the cancelled service will be converted into an Unplug Magazine Account Credit and added to the customer's registered Unplug Magazine profile.
Example: Customer purchases a service for R400. The customer provides the required cancellation notice before the service starts. The customer receives R400 Unplug Account Credit. The R400 is not forfeited — it remains available for future use.
4. Services that have already started
Once a service has been activated, published, displayed, scheduled and commenced, made live, delivered, or otherwise started, the service is considered to have commenced. Once a service has been activated and started, no refund will be provided. The customer will not be entitled to a cash refund or account credit for the unused portion of a service that has already started, except where a refund or other remedy is required by applicable law.
This applies even where the customer:
- Changes their mind
- No longer requires the service
- Does not receive the expected number of views
- Does not receive the expected number of clicks
- Does not receive enquiries or leads
- Does not receive sales
- Does not receive social media engagement
- Does not achieve the expected commercial result
- Simply decides not to continue with the service
5. Example of an activated service
A customer purchases a 28-Day Business Highlight for R400. The service becomes active on 1 August. On 10 August, the customer requests cancellation. Because the service has already started, no refund will be made. The unused days do not create a refund or credit. The service will continue according to the original activation terms unless Unplug Magazine determines otherwise.
6. Cancellation before activation
Where a customer provides the required seven (7) working days' notice and the service has not yet started, Unplug Magazine may cancel the scheduled service. Instead of refunding the money to the customer's bank account or payment method, 100% of the amount paid will be credited to the customer's Unplug Magazine profile. The credit will be recorded against the customer's account. The customer may use the credit toward an eligible future Unplug Magazine service.
7. Unplug Account Credits
Unplug Magazine Account Credits are designed to allow customers to retain the value of an eligible cancelled service for future use. Credits will be recorded against the user's Unplug Magazine account. The user's Dashboard displays "Available Unplug Credit: RXXX". Where possible, users can also view: credit amount, date issued, original payment reference, original service, credit transaction, credit balance, and credit usage history.
8. Credits do not expire
Unplug Magazine Account Credits do not expire. There is no expiry date attached to valid account credits. Customers may retain their credits and use them at a later date. A customer does not have to use the credit within 30 days, 60 days, 90 days, 6 months, 12 months, or any other fixed period. The credit remains available until it is used, subject to applicable law.
9. When can Account Credit be used?
Account Credits may be used toward eligible future Unplug Magazine services available for purchase through the website — for example profile highlighting, article highlighting, business listing highlighting, banner advertising, promotional placements, and other eligible paid services. The available services may change from time to time.
10. Using Account Credit
When a customer proceeds to checkout, the system displays their available credit. If a customer purchases a Directory Highlight for R400 with R400 available credit, they may apply the full R400 and the amount payable is R0. Alternatively, if the customer purchases a service for R700 with R400 available credit, they may apply the R400 and pay the remaining R300 through the available payment method.
11. Partial use of credit
Where the value of the customer's credit is greater than the value of the selected service, the remaining balance will remain available on the customer's Unplug Magazine account.
Example: Available credit R500, new service R300. Credit used: R300. Remaining credit: R200 — continues to be available for future purchases.
12. Credit does not automatically create cash refunds
Unplug Magazine Account Credits cannot ordinarily be exchanged for cash or transferred to a bank account. The purpose of the credit is to allow the customer to retain the value of the cancelled service for future use on the Unplug Magazine platform. Where applicable law requires a monetary refund or another remedy, the customer's statutory rights will apply.
13. Account credits are linked to the user profile
Credits are linked to the Unplug Magazine account associated with the original transaction. Customers should therefore ensure that they use the correct account when purchasing services. Credits should not be assumed to be transferable between users, accounts, businesses, individuals, or third parties. Any transfer of credit, where permitted, will be at the discretion of Unplug Magazine and subject to verification.
14. Cancellation does not guarantee credit
A cancellation request does not automatically result in account credit. The request must first be assessed against the seven-working-day notice requirement, whether the service has started or been activated, the type of service purchased, the terms applicable to that service, and any mandatory rights under applicable law. Where the service has already started, no credit will ordinarily be provided.
15. Service start date
For the purposes of this policy, a service may be considered to have started when it is activated on the website, published, displayed to visitors, scheduled as a live campaign, made available to the public, placed into a purchased promotional position, delivered to the customer, or otherwise commenced according to the nature of the service. The applicable start date may be recorded in the customer's account and payment history.
16. Advertising campaigns
For advertising campaigns, customers should submit cancellation requests at least seven (7) working days before the campaign's scheduled activation date. If the campaign has not started and the cancellation request meets the notice requirement, 100% of the amount paid may be converted into Unplug Account Credit. If the campaign has already started, no refund or unused-period credit will be provided, except where required by applicable law or where Unplug Magazine is unable to provide the purchased service due to circumstances within Unplug Magazine's responsibility.
17. Profile highlighting
Profile highlighting may be purchased for available durations such as 7, 14, 21 or 28 days. If the customer cancels at least seven (7) working days before activation and the highlighting has not started, 100% of the amount paid may be converted into Account Credit. Once profile highlighting has started, no refund will be made.
18. Article highlighting
Article highlighting may be purchased for available durations such as 7, 14, 21 or 28 days. If the customer cancels at least seven (7) working days before activation and the promotional service has not started, 100% of the amount paid may be converted into Account Credit. Once article highlighting has started, no refund will be made. Publication of an article remains subject to Unplug Magazine's normal editorial approval process.
19. Business directory highlighting
Business listing highlighting may be purchased for available durations. Current pricing may include 7 days — R250, 14 days — R300, 21 days — R350, 28 days — R400. If cancellation occurs at least seven (7) working days before activation, 100% of the amount paid may be converted into Account Credit. Once the highlighting has started, no refund will be made.
20. Competition entries
Competition entries may have separate competition-specific terms. Where an entry has not yet been processed and the applicable cancellation requirements are met, Unplug Magazine may convert the applicable amount into Account Credit. Once a competition entry has been processed, published, activated, entered into voting or otherwise commenced, no refund will ordinarily be provided, subject to applicable law and the specific competition terms.
21. Service performance
Customers acknowledge that promotional services are intended to provide visibility and exposure. Unplug Magazine does not guarantee a specific number of website visitors, impressions, clicks, leads, enquiries, sales, followers, likes, shares, votes, social media growth, search rankings, business growth, competition success, or any specific commercial outcome. Failure to achieve an expected marketing or commercial result does not constitute grounds for a refund once the service has started.
22. Unplug Magazine's failure to provide a paid service
If Unplug Magazine receives payment but is unable to provide the purchased service due to circumstances within Unplug Magazine's reasonable control, Unplug Magazine will seek to provide an appropriate remedy. Depending on the circumstances, this may include rescheduling the service, extending the service period, providing an alternative service, issuing Account Credit, or providing a refund where appropriate. Nothing in this policy excludes any remedy that a customer is legally entitled to receive.
23. Technical interruption
Temporary technical interruptions do not automatically constitute cancellation of a service. Where a technical interruption materially affects a paid service, Unplug Magazine may, depending on the circumstances, extend the service period, restore the service, reschedule the service, provide Account Credit, or provide another reasonable remedy.
24. Statutory rights
Nothing in this Cancellation, Refund & Account Credit Policy is intended to remove or limit any right that a consumer has under applicable South African law. Where applicable legislation provides a consumer with a mandatory right to cancel, obtain a refund, receive a replacement, receive a remedy or exercise another statutory right, that right will continue to apply. Where a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
25. Customer responsibility
Customers are responsible for reviewing the service before purchasing; checking the selected duration; checking the applicable price; checking the selected advertising placement; checking their submitted information; ensuring that their contact information is correct; understanding when the service will start; and providing cancellation notice within the required period. Customers should not purchase a service if they are uncertain about the service or its terms. Questions should be directed to Unplug Magazine before payment.
26. Cancellation process
To request cancellation, contact Unplug Magazine using the official contact method published on the website. The cancellation request should contain: name & surname, email address, contact number, 10-digit payment reference number, service purchased, requested cancellation date, and reason for cancellation. The cancellation request will be reviewed against this policy. Customers should retain the cancellation confirmation for their records.
27. Account credit confirmation
Where a cancellation qualifies for Account Credit, the customer will receive confirmation showing the original service, original amount, credit issued, payment reference, and available account credit. The credit will also be reflected in the user's Unplug Magazine Dashboard where the account system supports this functionality.
28. No expiry of valid credit
Important: Valid Unplug Magazine Account Credits do not expire. A customer may return to Unplug Magazine at any time and use available credit toward an eligible service. There is no requirement to use the credit within a particular number of days, months or years.
29. Final cancellation principle
The Unplug Magazine cancellation system can be summarised as follows:
Before service starts: 7 working days' notice required → cancellation request assessed → no cash refund → 100% Account Credit → credit added to user profile → credit never expires → customer can use it for a future eligible Unplug service.
After service starts: Service has been activated/started → no refund → no unused-period credit → service continues according to the purchased terms.
30. Customer acknowledgement
Before completing payment, customers must actively acknowledge: "I understand that I must provide at least 7 working days' notice to request cancellation of a service. If my cancellation qualifies before the service starts, no cash refund will be issued and 100% of the amount paid will instead be credited to my Unplug Magazine account. I understand that account credits do not expire and may be used toward eligible future Unplug Magazine services. I also understand that once a service has been activated or started, no refund or unused-period credit will be provided, subject to any rights available to me under applicable law." The customer must actively select the acceptance checkbox before payment can proceed.
31. Checkout display
This cancellation policy is not only available on this page. The checkout page clearly displays a short version immediately before payment, together with a checkbox reading "I have read and agree to the Terms & Conditions and Cancellation, Refund & Account Credit Policy." The checkbox must be actively selected by the customer before payment can proceed.
32. Policy interpretation
This policy should be read together with the full Unplug Magazine Terms & Conditions, Privacy Policy and any service-specific terms. Where a specific competition, advertising campaign or promotional service has additional terms, those terms will apply alongside this policy. Where there is a conflict with mandatory applicable law, the mandatory legal requirement will prevail.
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