Refund & Cancellation Policy
This policy covers Folder3 subscriptions bought at folder3.com from XP International (PTY) LTD. Folder3 is a monthly cloud backup subscription. Payments are processed by Paystack and billed monthly in advance, in South African rand (R300 per month for 500 GB, then R280 per extra TB per month) or US dollars ($20 per month for 500 GB, then $18 per extra TB per month).
The short version
- You can cancel at any time before your next billing date.
- After you cancel, your Service keeps running until the end of the period you have already paid for. We do not charge you again.
- If you are a first-time subscriber, you can get your first payment back in full if you cancel within 7 days.
- If you were charged twice or in error, or we could not provide the Service, we refund you in full.
- We do not refund part-months.
1. Cancelling your subscription
- You can cancel at any time before your next billing date. Once cancelled, no further charges are made.
- Your Service stays active until the end of the period you have already paid for. You can keep backing up and restoring until then.
- We do not give refunds or credits for part of a month, or for a month in which the Service was available but not used, except as set out in sections 2 and 3.
- After your paid period ends, we keep your backups for 30 days so you can restore what you need, and then delete them permanently. See section 7 of our Terms of Service.
2. 7-day cooling-off on your first payment
If you are subscribing to Folder3 for the first time, you may cancel within 7 days of your first payment and get that first payment back in full. This is in line with the cooling-off right in section 44 of the Electronic Communications and Transactions Act, 2002.
- It applies only to the first payment of a first-time subscriber, not to later monthly payments.
- Your subscription is cancelled when the refund is made.
3. When we refund you in full
Duplicate or wrong charges
If you were charged twice for the same period, or charged an amount you did not agree to, we refund the extra or incorrect amount in full.
We could not provide the Service
If we could not provide the Service you paid for (for example, your account could not be set up, or the Service was unavailable to you for the period because of a fault on our side), we refund what you paid for that period.
4. How refunds are paid
Approved refunds are paid back to the original payment method through Paystack. They usually reach you within 5 to 10 business days after we approve them. The exact time depends on your bank or card issuer.
5. How to cancel or request a refund
Email support@folder3.com from the email address on your Folder3 account and include:
- your name and the email address on your account;
- your Paystack receipt or payment reference, if you have it;
- whether you want to cancel, request a refund, or both, and the reason for a refund.
We reply within 2 business days. Cancelling stops the next charge; you keep the Service until the end of the period already paid for.
6. Your other rights
Nothing in this policy takes away any right you have under South African consumer law, including the Consumer Protection Act, 2008 and the Electronic Communications and Transactions Act, 2002.
Contact
XP International (PTY) LTD, trading as Folder3 · folder3.com
Cancellations and refund requests: support@folder3.com