Refund and cancellation policy

This policy applies to BidNivo trials, paid monthly subscriptions, plan changes, promotional subscriptions and complimentary access. BidNivo is primarily a business service, but this policy also protects any natural-person consumer to whom South African consumer law applies.

Nothing in this policy excludes, restricts or waives a right or remedy that cannot lawfully be excluded. If this policy conflicts with applicable law, the law prevails to the extent of the conflict.

An eligible trial is free and no card is required. A trial may expire without charge. The workspace Owner may start a paid plan at any time, which ends any remaining trial when payment is confirmed.

Before paid checkout, the Owner is asked to review the selected plan and price, accept the Terms and this policy, and request activation immediately after confirmed payment. Where section 44 of the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”) applies, its cooling-off right may not apply to services that began with the consumer's consent before the end of the statutory period. All other non-excludable rights remain unaffected.

Paid plans are billed monthly in advance and renew automatically until cancelled. The workspace Owner may select Cancel recurring subscription in Plan & billing at any time. BidNivo does not charge a cancellation penalty.

Cancellation stops future renewal. Unless a statutory right requires an earlier termination or refund, the Customer keeps the paid plan and its benefits until the current paid period ends. Cancellation does not itself delete workspace data. BidNivo sends an in-app notice and email confirmation when cancellation is recorded.

If the self-service control is unavailable, email billing@bidnivo.co.za from the workspace Owner's registered email before the renewal date. The request must identify the organisation and clearly ask BidNivo to stop recurring billing.

Before the paid period ends, the workspace Owner may withdraw the cancellation in Plan & billing. Renewal resumes on the existing billing schedule and no second immediate payment is taken merely for reinstatement.

After the paid period has ended, the Customer must choose a plan and complete a new secure checkout. Access is restored only after the payment provider confirms the new payment.

Upgrades: the full advertised monthly price for the new plan is charged at checkout. Higher-plan benefits start immediately after payment confirmation and a new billing period begins on that date. BidNivo does not automatically prorate or credit unused time on the former plan, except where required by law or expressly offered in writing before checkout.

Downgrades: the Customer keeps current-plan benefits until the already-paid period ends. The lower plan and its limits begin at the next billing date. A scheduled downgrade does not create an automatic refund or credit for the current period.

A qualifying early-bird subscription provides Business-plan access at R499 per successfully paid month for no more than 12 paid billing months, subject to the published eligibility window and an available place among the first 1,000 qualifying companies.

Cancellation releases the place. A returning Customer must compete for a place then available, use the same verified registration number and, if it qualifies again, receives only the unused balance of its original 12 promotional paid months. A promotional month already paid or used is not restored or refunded solely because the Customer cancelled.

If renewal payment fails, BidNivo ordinarily provides a seven-calendar-day grace period, with notices during that period. If payment remains outstanding, workspace features may be suspended. Plan & billing remains available so the Customer can pay, and confirmed payment reactivates a payment-suspended workspace immediately.

BidNivo may suspend or terminate access sooner where reasonably necessary for fraud, abuse, unlawful conduct, a material security risk or a legal requirement. A suspension does not erase amounts lawfully due and does not limit a non-excludable refund or consumer right.

Subject to verification, BidNivo will provide a full or appropriate partial refund where:

• the same BidNivo transaction was charged more than once;
• the Customer was charged after a cancellation had validly taken effect;
• BidNivo or its payment process charged the wrong amount or wrong plan and the error cannot reasonably be corrected without a refund;
• a payment was unauthorised and the claim is supported by the payment provider's or bank's investigation;
• BidNivo materially failed to provide the paid service and did not correct the failure within a reasonable opportunity after notice;
• the ordered service was unavailable and applicable law requires repayment; or
• a cooling-off, direct-marketing, disclosure or other statutory refund right applies.

A partial refund or service credit may be appropriate where only part of the paid service was materially unavailable. BidNivo may also approve a goodwill refund in its discretion; doing so does not create an ongoing entitlement.

Except where applicable law or an express written offer provides otherwise, refunds are not ordinarily given for:

• unused time after a normal cancellation where paid access remained available through period end;
• failure to use the service, missed tender opportunities or a change in the Customer's needs;
• an immediate upgrade or scheduled downgrade disclosed before the plan change;
• temporary interruption that does not amount to a material service failure;
• suspension caused by the Customer's breach, fraud, abuse or security risk;
• a free trial or complimentary account for which no payment was made; or
• third-party bank, currency-conversion or card charges not received by BidNivo.

Where ECTA Chapter VII applies to a natural-person consumer and the immediate-service exception does not apply, the consumer may cancel a covered online service transaction without reason or penalty within seven days after conclusion of the agreement, with the refund made within the period prescribed by ECTA.

Where a transaction results from direct marketing and the Consumer Protection Act 68 of 2008 (“CPA”) applies instead of ECTA section 44, a consumer may have a five-business-day cooling-off right. Consumers may also have remedies for services not performed to the required quality and for unfair, unreasonable or inadequately disclosed terms.

These statutory rights depend on the Customer's legal status, how the agreement was concluded and the circumstances of the transaction. BidNivo will apply the law that governs the particular request rather than using this policy to narrow a lawful remedy.

Email billing@bidnivo.co.za from the workspace Owner's registered email. Include the organisation name, payment date, amount, Paystack or BidNivo reference, the reason for the request and any relevant evidence. Never send a password, card PIN, CVV or full card number.

We aim to acknowledge the request within two business days and communicate an initial decision or request for further information within five business days. Complex bank, fraud or provider investigations may take longer, in which case we will provide a progress update.

Approved refunds are returned to the original payment method wherever reasonably possible. BidNivo aims to initiate an approved refund within five business days. The bank or payment provider controls when funds finally appear in the Customer's account. Any shorter or mandatory statutory deadline prevails; an ECTA refund will in all cases be made within the legally prescribed period.

A refund may result in the related subscription, plan change, promotional month or access period being reversed or adjusted so that the account reflects the payment retained by BidNivo. We will not demand that a Customer waive a statutory right as a condition of receiving a refund that is legally due.

Please contact billing@bidnivo.co.za promptly so we can investigate and, where justified, refund or correct the payment. This request does not prevent a Customer from exercising a lawful right through its bank or card issuer. A disputed payment may affect the paid status of the corresponding subscription, but BidNivo will not retaliate against a Customer for raising a good-faith dispute.

If a billing complaint is not resolved, escalate it to legal@bidnivo.co.za. A qualifying consumer may also approach the Consumer Goods and Services Ombud or another regulator, tribunal, ombud or court with jurisdiction. Nothing in this policy limits urgent relief or a lawful external complaint.

BidNivo may update this policy for future transactions when the service, payment process or law changes. A materially adverse change will be communicated before it applies to a future renewal where reasonably required. A change will not retrospectively remove a refund or cancellation right that already arose.

BidNivo (Pty) Ltd · Registration 2026/679848/07.

Billing and refunds: billing@bidnivo.co.za · Support: support@bidnivo.co.za · Telephone and WhatsApp: +27 72 652 8423 · Legal: legal@bidnivo.co.za