Refund and Cancellation Policy
Municate is a monthly subscription with no fixed-term contract. You can cancel at any time, and this page sets out exactly what happens to money you have already paid. It applies to every payment made to Municate, including payments taken through our payment gateway.
What you are paying for
Municate charges a flat monthly subscription per organisation, billed in advance for the month ahead, plus a once-off setup fee when your account is opened. Voice minutes used beyond the pool included in your plan are billed in arrears at the published per-minute rate.
There is no fixed-term contract and no minimum number of months.
Cancelling
You can cancel at any time by emailing hello@municate.co.za from the address on your account, or by asking us in your workspace. We confirm every cancellation in writing.
Cancellation takes effect at the end of the month you have already paid for. Your receptionist keeps answering until then, and no further payment is taken. We do not charge a cancellation penalty.
Your cooling-off right
If you signed up after we approached you directly, by phone, by message, or in person, the Consumer Protection Act gives you five business days to cancel without reason and without penalty, counted from the day the agreement was concluded. If you signed up online without us approaching you, the Electronic Communications and Transactions Act gives you seven days on the same basis.
Cancel within that window and we refund what you paid in full, including the setup fee, less the value of any voice minutes already used to answer real calls for your business. We will not argue about a handful of test calls.
When we refund outside the cooling-off period
Once the cooling-off period has passed, the monthly subscription is not refunded for the remainder of a month you have already paid for, because the service is available to you for all of it. We do refund in these situations:
- We billed you in error, charged you twice, or charged the wrong amount. We refund the difference in full, and you do not have to ask twice.
- You cancelled before a renewal and we took the payment anyway. Refunded in full.
- We could not deliver the service for a sustained period through our own fault. We refund the affected days pro rata, or credit them to your next month, whichever you prefer.
- You paid the setup fee and we have not yet started building your playbook. Refunded in full.
- A payment was made on your card without your authorisation. Tell us and tell your bank; we refund it and help with the bank enquiry.
What we do not refund
Voice minutes already used to answer calls are not refunded, because the call happened and we paid to carry it. Unused minutes in your monthly pool have no cash value and do not carry over.
Setup work already done is not refunded once your playbook has been built and approved, outside the cooling-off period above.
How to ask for a refund, and how long it takes
Email hello@municate.co.za with the date and amount of the payment and what went wrong. We answer every request within two business days.
Approved refunds are paid back to the card or account the payment came from. We cannot pay a refund anywhere else. Refunds are processed within five business days of approval, and your bank usually shows the money within ten business days of that.
If we turn a refund request down, we tell you why in writing. If you disagree, reply and say so; a person reads it.
Contact
MUNICATE, registration number 2026/527599/07, 68 Tradewinds Circle, Atlantic Beach Golf Estate, Cape Town, Western Cape, 7441, South Africa.
Refunds, cancellations, and billing questions: hello@municate.co.za.