Cancelling or replacing a subscription
Use Dashboard → Plans to cancel or replace your current subscription, then explicitly confirm cancellation. The current implementation ends your existing paid benefits as soon as PayFast confirms cancellation; it does not keep them active until the end of the billing month. Choosing a new paid plan then opens a new PayFast checkout, and that plan activates only after confirmed payment.
No automatic refund, credit or proration is applied by these controls. If you want to use the remainder of your paid time, wait until closer to renewal before confirming cancellation. Contact hello@mylongo.io before the next charge if you need help cancelling or discussing unused time. A charge already in progress may still need a separate refund review.
Refund requests and consumer rights
We refund verified duplicate charges, amounts charged in error, and charges for a paid entitlement that could not be supplied and could not be resolved. Contact hello@mylongo.io with the payment reference, date, amount and reason. Do not send full card details. Approved refunds are arranged through the payment provider and are subject to its processing time.
Outside these cases and your statutory rights, payments for service already supplied are not normally refundable. A change of mind or mid-cycle cancellation does not trigger an automatic refund; contact us to discuss unused service or an exceptional circumstance.
Nothing in this policy limits a refund, cooling-off, cancellation or other remedy you have under South African law. Where section 44 of the Electronic Communications and Transactions Act applies, consumers may cancel an eligible service transaction within seven days of concluding it, subject to the Act’s exclusions, and applicable refunds must be made within 30 days. Other mandatory rights under consumer law remain available.
One-time edit purchases
Additional edit purchases are one-time payments, not a new monthly subscription. Check the quantity and price at checkout. Delivered credits that have been used are normally non-refundable, except for billing errors, undelivered or defective service, or where law requires a remedy. Contact support about an unused purchase or a failed credit allocation.
Failed payments
A failed initial payment does not grant a paid plan. For recurring subscriptions, the application records verified PayFast failure notifications and suspends paid access after three recorded recurring-payment failures; any separately granted complimentary access remains in place. Retry timing is controlled by PayFast; myLongo does not promise a particular retry schedule or that every failure will be retried.
A downgrade changes plan access and edit allowances; it does not itself delete the profile. Check your dashboard’s payment status before attempting another payment so that a delayed notification does not lead to an unnecessary second checkout.
Payment support
Keep your transaction reference and confirmation email. Your dashboard provides plan and payment status. Contact hello@mylongo.io or call 068 509 6616 if a status is unclear, cancellation fails, or you believe you were charged incorrectly. A refund is not automatic merely because a browser return page was closed or a profile has not yet completed generation.