Refund and Returns Policy
(AI Products Only)
Last updated: {{date}}
This Return & Refund Policy forms part of, and must be read together with, the TrueVoice Communications Terms & Conditions (“Terms”). In the event of any conflict, the Terms shall prevail.
1. Scope & Product Categories
TrueVoice Communications provides two distinct categories of products:
1.1 AI Products (Digital Goods)
- AI voice generation products
- AI subscriptions
- AI usage credits
- AI once-off voice outputs (prior to use)
1.2 Human Voice Services (Custom Services)
- Professional voice artists
- Studio recordings
- IVR and MOH production
- Scripting and copywriting
- Managed voice services
- Any bespoke or made-to-order audio work
🚫 Human voice services are strictly non-refundable, as they are custom, talent-based, and produced specifically for each client.
2. Refund Eligibility – AI Products
You may request a refund for an AI product within 30 days of purchase, provided that all of the following conditions are met:
- The product has not been activated
- No AI voice generation, downloads, exports, previews, or credits have been used
- The product has not been accessed in a way that constitutes delivery or consumption
- Proof of purchase is supplied
Once any AI product is accessed, activated, or used in any way, it is deemed delivered and consumed, and no refund will be granted.
3. Non-Refundable Items
The following are non-refundable under all circumstances:
- Human voice services (as listed above)
- AI-generated audio once created, previewed, downloaded, or exported
- AI subscriptions after activation or usage
- Custom, bespoke, or made-to-order services
- Setup fees, onboarding fees, and consulting services
- Gift cards, vouchers, or promotional credits
- Discounted, promotional, or sale items
4. Refund Requests & Approval
All refund requests are subject to review and approval by TrueVoice Communications.
Approved refunds will be:
- Processed to the original payment method
- Issued within a reasonable processing period, subject to payment gateway and banking timelines
TrueVoice reserves the right to refuse a refund if system logs indicate that an AI product has been accessed or used.
5. PayFast-Specific Refund Terms 🇿🇦
Where payment was made via PayFast:
- Refunds will be processed back to the original PayFast transaction
- PayFast transaction fees are non-refundable and may be deducted from the refund amount
- Refund processing times are subject to PayFast and the customer’s bank
TrueVoice is not responsible for delays caused by PayFast, banking institutions, or third-party payment processors.
6. Late or Missing Refunds
If you have not received your refund:
- Check your bank or card statement
- Contact your bank or card provider regarding pending PayFast transactions
- Allow sufficient processing time
If the issue persists, contact us at:
📧 {email address}
7. Exchanges & Technical Faults
We do not offer exchanges on digital products.
If an AI product is proven to be technically defective due to a system fault attributable to TrueVoice, we may, at our discretion:
- Restore access
- Replace the product
- Issue platform credits
This does not constitute an automatic right to a refund.
8. Gifts
Refunds for eligible AI products purchased as gifts:
- Are issued only to the original purchaser
- Are returned via the original payment method
Human voice services purchased as gifts remain non-refundable.
9. No Physical Returns
All TrueVoice products are digital goods and services.
- No physical delivery applies
- No physical returns are accepted
10. Consumer Protection Act (CPA) Compliance 🇿🇦
In accordance with the South African Consumer Protection Act (CPA):
- Digital content that has been accessed, activated, or consumed is excluded from the cooling-off period
- Custom-made, bespoke, or talent-based services are not eligible for returns or refunds
By completing a purchase, you expressly:
- Consent to the immediate supply of digital content
- Acknowledge that the right to cancel lapses once delivery or usage begins
11. Legal Disclaimer
TrueVoice Communications reserves the right to:
- Determine whether a product has been accessed or used
- Refuse refunds where system records show consumption
- Amend this policy at any time, subject to applicable law
Nothing in this policy limits any statutory rights afforded under South African law.
12. Contact
For refund or billing enquiries:
📧 {ac******@**********co.za}