Refund Policy

1. Nature of the product

WildTrack-SA memberships provide time-limited digital access to app features, maps, routes, sightings, trip tools and other benefits described on the relevant pricing or checkout page.

Access is linked to the account and email address used during purchase. The purchaser is responsible for entering the correct account email.

Unless expressly stated otherwise at checkout, memberships are prepaid, do not renew automatically and end on the stated expiry date.

2. Activation of digital access

Membership access is activated after successful payment, order verification and server confirmation. Activation may be immediate, but short payment or system delays can occur.

The service is regarded as having started once membership access has been activated or the user has started using paid features.

3. When a refund may be approved

A full or partial refund may be approved where:

• A duplicate payment was processed for the same membership.
• An incorrect amount was charged by WildTrack-SA or its payment process.
• Payment succeeded but membership access was not activated and WildTrack-SA cannot correct the activation within a reasonable period.
• The purchaser cancels before paid access is activated or used, subject to payment-provider and legal requirements.
• The paid service is materially different from what was described and the problem cannot reasonably be corrected.
• A core paid map or feature is permanently removed during the paid term because of permission, legal or operational issues and no reasonably equivalent replacement, credit or continued substantial benefit is available.
• A refund is required by applicable law.

Depending on the circumstances, WildTrack-SA may offer correction of access, an equivalent replacement, an account credit, an extension or a full or proportional refund.

4. Requests not ordinarily refundable

Subject always to applicable law, a refund will not ordinarily be approved solely because:

• The user changed their mind after digital access was activated and used.
• The user did not use the membership during the access period.
• The user entered the wrong account email and did not contact support promptly.
• The user’s device is incompatible, outdated, damaged, incorrectly configured or lacks permissions required for a feature, where minimum requirements were reasonably disclosed.
• Mobile signal, internet access, GPS accuracy or battery performance is poor in a remote or wildlife area.
• Wildlife was not seen or a community sighting was no longer current.
• Weather or reserve operating conditions affected a visit.
• A third-party reserve, lodge, booking service, map provider or external website changed or withdrew its own service.
• Access was restricted or terminated because of fraud, account sharing, unlawful conduct, serious safety breaches or a material violation of the rules.

5. Cooling-off rights for online purchases

A consumer may have a statutory right to cancel a qualifying online service transaction within the period provided by applicable law.

A cooling-off right may not apply where the digital service began with the consumer’s consent before the cooling-off period ended. Immediate digital activation should therefore occur only after the purchaser requests or agrees to immediate performance.

Where a valid statutory cancellation applies, WildTrack-SA will process the refund within the period required by law.

6. Failed or delayed activation

A user who has paid successfully but does not receive access should:

1. Confirm that the app account uses the same email address as the purchase.
2. Sign out and sign back into the app.
3. Allow a reasonable period for payment verification.
4. Contact support with the order number and account email.

WildTrack-SA may correct the membership record, activate access manually, extend the access period or issue a refund where the problem cannot reasonably be resolved.

7. Removal or material change of a paid feature

Features may change because of permissions, intellectual-property concerns, reserve requirements, conservation, safety, technical limitations or legal obligations.

Where a change removes a material part of the benefit purchased for the remaining membership term, WildTrack-SA will consider a reasonable remedy, which may include:

• An alternative feature or map of reasonably comparable value.
• An extension or account credit.
• A proportional refund for the materially affected unused period.
• A full refund where the paid service was effectively never supplied.

8. Cancellation and expiry

A prepaid, manually renewed membership ends on its recorded expiry date unless another purchase extends it.

Cancelling or choosing not to renew does not automatically delete the user’s WildTrack-SA account or free content. Account deletion must be requested separately through the app or the account-deletion process.

Where a fixed-term cancellation right or notice requirement applies by law, WildTrack-SA will apply that right and may deduct only an amount permitted by law for services already supplied or benefits already used.

9. How to request a refund

Please include:

• The account name and email address.
• The order or payment reference.
• The purchase date and amount.
• The reason for the request.
• Screenshots or supporting information where relevant.

WildTrack-SA may request reasonable information to verify the purchaser, transaction and account before processing a refund.

10. Assessment and approved refunds

• WildTrack-SA aims to acknowledge requests within 3 business days.
• Most requests should be assessed within 7 business days after all required information is received.
• Approved refunds will ordinarily be returned through the original payment method where possible.
• Bank and payment-provider processing times may delay when the amount appears in the purchaser’s account.
• A refund subject to a statutory timeframe will be completed within that legally required period.

11. Chargebacks and payment disputes

Users are encouraged to contact WildTrack-SA first so that duplicate payments, activation problems or refund requests can be investigated promptly.

WildTrack-SA may suspend access connected with a reversed or disputed payment while the transaction is investigated. Nothing in this policy prevents a consumer from using a lawful payment-dispute or consumer-protection process.

12. Third-party purchases

This policy applies to purchases made directly through the official WildTrack-SA website.

Where a purchase is processed and sold by another app store, reseller or independent provider, refund requests may need to be submitted through that provider’s process, subject to applicable law.

13. Policy changes and governing law

WildTrack-SA may update this policy for future purchases when products, payment processes, laws or operational requirements change. Material changes will not remove rights already accrued under applicable law.

This policy is governed by the laws of the Republic of South Africa. Nothing in it excludes or limits a mandatory right or remedy under the Consumer Protection Act, the Electronic Communications and Transactions Act or another applicable law.