Refund Policy

Version 3 · Last updated 26 October 2026
Earlier versions: 2
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TUA Platform — Refund Policy

Effective date: 2026-10-26 Version: 3

Version 3 supersedes Version 2 (2026-10-14). It covers every way of paying, including bank transfer on a quote, and purchases for a company. Section 9 lists every change.

This Refund Policy explains what happens when you want your money back for something you bought in TUA Platform ("the Service"). It forms part of the Terms and Conditions and should be read with them.

Who sold it to you depends on how you paid, and that decides who handles a refund. When you check out, the Service offers you a way of paying based on where you are and which ways are available, and shows you who the seller is before you pay. Your receipt and your My Purchases page record it.

1. What is being sold

  1. The Service is a suite of separate apps. What you buy is access: to an app or a bundle of apps on your account, or, for a company, seats or apps for its members, or the company itself. Nothing is shipped to you and there is nothing to return.
  2. Access is added as soon as your payment is confirmed: for a card payment, when the payment processor confirms it to us; for a bank transfer, when we record the money, which can take a few business days.
  3. Some access costs nothing: an app's free version, a trial, a grant, or a coupon that gives an app. Nothing was paid for those, so nothing can be refunded. A trial ends on its own date; buying during a trial is an ordinary purchase. Withdrawal of free or trial access is covered by the Terms, not by this Policy.
  4. A purchase made with a discount code is a purchase like any other; the refundable amount is the amount you actually paid.

2. Who sells to you, and who handles your refund

  1. Card payments in US dollars. These are sold by Paddle.com Market Ltd, which acts as the merchant of record: the reseller and seller of record for the transaction. Paddle takes the payment, issues the tax invoice, and handles refunds under its own buyer terms. Requests are made to Paddle, and Paddle's decision determines the refund. Once Paddle tells us a refund has been made, we remove the access it paid for (section 5).

  2. Card payments in South African rand. These are sold by CelestiNet, with Payfast processing the payment for us. We issue the invoice, and refunds are dealt with under sections 3 and 4.

  3. Bank transfer, on a quote. A quote may be in US dollars or rand. It is sold by CelestiNet, we issue the invoice, and refunds are dealt with under sections 3 and 4. A refund is made by bank transfer, by us.

Our invoices are tax invoices once CelestiNet is registered for VAT; until then they are invoices.

3. Refunds on purchases CelestiNet sells (card payments in rand, and bank transfers)

  1. Because access is delivered immediately and in full at the moment your payment is confirmed, these sales are final.

  2. Sub-section 1 does not limit any right you have under South African law that cannot be excluded by agreement, in particular under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002, or under the mandatory consumer law of the country where you live. Where such a right applies to your purchase, it applies regardless of anything in this Policy, and we will honour it.

  3. We will refund you in full, whether or not sub-section 2 applies, where: - you were charged twice for the same thing; - you were charged for an app your account already had permanent access to; - the access you paid for could not be made available to you at all; or - the charge was not authorised by you.
  4. A card payment is refunded to the card, in the currency of the original payment. A bank transfer or a cash deposit is refunded by bank transfer to an account you name. We do not refund in a different currency or in credit unless we agree it with you in writing.

4. How to ask for a refund

Contact CelestiNet through the contact form at /contact, quoting your order number. It is on your receipt and on your My Purchases page. Tell us what you bought and what went wrong. For a purchase made for a company, the request must come from one of the company's administrators or billing managers.

We aim to acknowledge a request within a few business days. Where we agree a refund, the money is returned as section 3.4 says; how long it then takes to appear is decided by your bank or card issuer, not by us.

For a card payment in US dollars, ask Paddle instead; its contact route is on the receipt Paddle sent you. We can help you find the order, but we cannot decide or make a Paddle refund.

5. What happens to your access after a refund

When a purchase is refunded, the access it paid for is removed once the refund is recorded.

  • A refunded one-time purchase has its app access withdrawn. Refunding a bundle withdraws every app in it. If an app you bought reduced the price of a bundle you bought later, refunding that app also removes the reduction it gave.
  • When a subscription payment is refunded, the subscription ends and the access it gave is withdrawn.
  • A discount code used on a refunded purchase is not given back.

Content you created while you had access is kept on your account under the Terms, but you may no longer be able to reach it through that app. Export anything you need before asking for a refund.

6. Subscriptions, cancellation and renewals

Where an app is offered as a subscription:

  1. Cancelling is not the same as a refund. When you cancel, the subscription stops renewing and your access continues to the end of the period you have already paid for. Nothing is refunded for the rest of that period.

  2. You can cancel at any time from My Subscriptions, without giving a reason. Cancel before the renewal date to avoid the next charge.

  3. A renewal that has already been paid is treated as a purchase under sections 2 to 4.

  4. If a renewal is not paid, your access continues for 7 days and we tell you twice before it ends.
  5. If we change the price of a subscription, the new price applies from your next renewal, and you are told before it is charged.

7. Chargebacks

If you ask your bank or card issuer to reverse a payment, access bought with that payment is withdrawn once we have recorded the reversal. We would much rather sort a problem out with you first, so please contact us before starting a chargeback.

8. Changes to this Policy

We may change this Policy by publishing a new version. Every version stays readable on the Service. The version that applies to a purchase is the one published when you made it.

9. What changed in Version 3

  • Every way of paying is covered: card payments in US dollars (sold by Paddle), card payments in rand (sold by us, processed by Payfast), and bank transfer on a quote (sold and refunded by us), which Version 2 did not mention (sections 2 and 3).
  • Companies: what can be bought for a company, and who may ask for its refund (sections 1 and 4).
  • Bundles and discount codes: refunding a bundle removes all its apps; a discount code is refunded at the amount actually paid and is not given back (sections 1 and 5).
  • How access is confirmed and removed: by card when the processor confirms, by bank transfer when we record the money; access is removed once a refund or reversal is recorded (sections 1, 5 and 7).
  • Our invoice is a tax invoice once we are registered for VAT (section 2).
  • A renewal that is not paid keeps access for 7 days (section 6).
  • The sentence saying a change may need you to accept this Policy again is removed (section 8).

Earlier changes: Version 2 (2026-10-14)

Version 2 (2026-10-14) changes the product's name: The Utility App is now called TUA Platform. It is the same Service. Sections 4 and 10 now ask you to use the contact form at /contact, where Version 1 referred to contact details published within the Service. Nothing else in this Policy changes.

10. Contact

For questions about this Policy, contact CelestiNet through the contact form at /contact.