Refund & Cancellation Policy
Last updated: 4 September 2026
1. Failed tool runs
If a tool run fails because of an error on TweakHub’s side — a bug, a crashed background job, a processing engine failure — the credits spent on that attempt are refunded to your account balance automatically. You don’t need to contact support or request this; it happens as part of how failures are handled internally.
Credits are not refunded when a run fails because of the input itself — a corrupted, password-protected, unsupported, or malformed file, a file that exceeds your plan’s size limit, or options that don’t apply to that file. If you’re not sure why a run failed, contact support before retrying — we can usually tell you what happened.
Credits are also not refunded for a technically successful run just because you’re unhappy with the output quality (for example, a compression or conversion result that doesn’t look the way you expected) — the tools do what they’re documented to do; if something looks like a genuine bug rather than an unwanted-but-correct result, contact support and we’ll take a look.
2. Purchased credits (pay-as-you-go)
Credit purchases are refundable in cash within [7] days of purchase if you haven’t spent any of the credits from that purchase yet. Once any credit from a purchase has been spent, that purchase is no longer eligible for a cash refund — the unspent remainder stays in your account balance to use later instead.
This reflects South Africa’s Consumer Protection Act, 2008 cooling-off allowance for direct-marketing/electronic transactions (currently 7 days) — [confirm this is the correct period and that it applies to TweakHub’s sales model]. If you’re buying from a country with a longer or different legally mandated cooling-off period, that period applies instead where it gives you more protection.
3. Subscriptions
You can cancel a subscription plan at any time from your account settings. Cancelling stops future renewal charges — it does not refund the current billing period, and your plan (and any included monthly credits) stays active until the end of the period you’ve already paid for.
If you cancel within [7] days of yourfirst subscription charge and haven’t meaningfully used the plan’s included credits, we’ll refund that first charge — contact support to request it. This first-charge allowance doesn’t apply to subsequent renewal charges.
4. Direct bank transfer payments
If you paid by direct bank transfer and credits were never applied to your account (for example, the reference number couldn’t be matched, or you sent the wrong amount), contact support with your proof of payment and we’ll either apply the correct credit amount or refund the payment to the originating account.
5. Team/Business account cancellation
Cancelling a Team or Business plan follows the same subscription rules above, applied to the organization’s billing owner. Unused credits pooled at the organization level are handled the same way as an individual account’s unused credits.
6. How to request a refund
Email support@tweakhub.co.za with your account email and the transaction in question. We aim to respond within [X] business days. Approved refunds are returned to the original payment method where possible; for mobile money or bank transfer payments, this may take longer than a card refund depending on the provider.
This policy works alongside, and doesn’t limit, any refund or cancellation right you have under mandatory consumer protection law in your country, which always takes priority where it gives you more than this policy does. See our Terms of Service for the rest of the billing terms.