Refund Policy

This Refund and Cancellation Policy ("Policy") explains when a Customer may cancel a Performance! subscription, when charges may be refunded or credited, and how billing disputes are handled.

The service provider and contracting party is Trescent AI (Pty) Ltd, registration number 2026/557303/07 ("Trescent AI", "we", "us" or "our"). Performance! Call Center Dashboard ("Performance!" or the "Platform") is a software product owned and operated by Trescent AI.

The Customer is the organisation or person identified in the applicable signup process, quotation, Order Form, invoice or subscription record ("Customer", "you" or "your").

This Policy applies to subscriptions and charges for the Platform, including base subscription fees, active-agent or seat charges, package fees, upgrades, downgrades, credits and related billing adjustments.

If an Order Form contains refund or cancellation terms specifically negotiated for a Customer, those terms prevail over this Policy to the extent of any inconsistency. The Performance! Terms of Service otherwise apply. Mandatory law prevails over all contractual terms.

Unless this Policy, an Order Form or applicable law states otherwise, subscription fees are earned when the applicable billing period begins and are not refundable merely because the Customer does not use, or no longer wishes to use, the Platform during that period.

Trescent AI may approve a refund, adjustment or service credit where:

• a duplicate, incorrect or unauthorised charge is verified;
• the active-agent or seat calculation was materially incorrect;
• a paid service was not supplied and Trescent AI could not reasonably remedy the failure;
• the applicable Order Form or a signed Service Level Agreement expressly provides for it;
• applicable law requires it; or
• Trescent AI determines, in its reasonable discretion, that a refund or credit is commercially appropriate.

A discretionary refund or credit in one instance does not create an ongoing entitlement or amend the Customer's agreement.

A month-to-month subscription may be cancelled by an authorised Customer administrator at any time. Unless otherwise agreed in writing, cancellation takes effect at the end of the Customer's current paid billing period.

To avoid the next renewal charge, the cancellation request must be received before the next billing date. The Customer remains responsible for charges that became due before the effective cancellation date.

No pro-rata refund is normally provided for the unused portion of a monthly billing period. The Customer may continue using the Platform until the effective cancellation date, subject to the agreement.

A fixed-term subscription is governed by the term, renewal and early-cancellation provisions in the applicable Order Form. If the Customer cancels before the end of the committed term, amounts already due remain payable and a reasonable cancellation charge, discount adjustment or remaining contractual amount may apply where permitted by law and stated in the agreement.

Trescent AI will apply any mandatory cancellation right, notice period, credit or limitation on a cancellation charge that applies to the particular Customer and transaction.

6.1 Trials

A trial may be cancelled before conversion to a paid subscription without a subscription charge, unless the applicable trial terms or Order Form expressly state otherwise. Once a paid subscription begins, the normal cancellation and refund rules apply.

6.2 Upgrades

An upgrade or increase in licensed or active agents may take effect immediately and may result in a prorated or next-cycle charge, according to the billing rules shown at checkout or in the Order Form.

6.3 Downgrades and removed agents

A downgrade or reduction in licensed or active agents normally takes effect from the next billing cycle. It does not normally create a refund for charges already incurred in the current cycle, unless the applicable billing rules, Order Form or law provide otherwise.

Performance! may calculate subscription charges using the Customer's active agents, licensed seats or other billing metrics described in the applicable pricing schedule or Order Form. The Customer is responsible for maintaining accurate agent statuses and promptly reviewing invoices.

A billing dispute should be submitted within thirty (30) calendar days after the invoice date. The request must identify the disputed invoice, affected agents or seats, the amount in dispute and the basis for the correction. A late request may still be considered, but prompt notice helps preserve relevant records.

If Trescent AI verifies an error, it may correct the invoice, issue an account credit, set the amount off against a future invoice or process a refund, depending on the circumstances and payment status.

• the same charge was processed more than once;
• the amount charged did not match the applicable Order Form, pricing schedule or verified agent count;
• the charge was processed after an effective cancellation that Trescent AI had received in time;
• the Customer paid for a service that Trescent AI did not provide and could not reasonably remedy;
• a statutory cooling-off, cancellation or refund right applies; or
• Trescent AI approved the refund in writing.

Subject to mandatory law, refunds are not normally provided for:

• a change of mind after the paid billing period has begun;
• unused time, agents, seats or features during an active billing period;
• failure to cancel before a renewal or billing date;
• inaccurate agent status or account information maintained by the Customer, unless Trescent AI's calculation was also incorrect;
• suspension or termination caused by non-payment, unlawful activity, security risk or material breach;
• customer-side systems, internet access, devices, integrations or configuration failures;
• custom setup, migration, training or professional work already performed; or
• brief interruptions, scheduled maintenance or third-party infrastructure failures that do not trigger an agreed service-credit remedy.

Unless a signed Service Level Agreement states otherwise, Performance! is not supplied with a formal uptime guarantee. A temporary outage or degraded performance does not automatically entitle the Customer to a cash refund.

Where a material service failure occurs, the Customer should notify support promptly and allow Trescent AI a reasonable opportunity to investigate and remedy it. Trescent AI may issue a service credit or refund where required by law, promised in a signed Service Level Agreement or approved after review.

An authorised Customer administrator must send the request to support@pccd.co.za. The request should include:

• the Customer's legal or account name;
• the requesting person's name, role and contact details;
• the account, subscription or invoice number;
• whether the request is for cancellation, a refund, a credit or a billing correction;
• the requested effective date and reason; and
• supporting information, such as the affected agents, transaction reference or proof of duplicate payment.

Trescent AI may verify the requester's authority and request further information reasonably necessary to investigate the request. A cancellation is not effective merely because a Customer stops using the Platform, removes a payment method or instructs its bank to reject a payment.

If a refund is approved, Trescent AI aims to initiate it within ten (10) business days after approval. Refunds are ordinarily returned through the original payment method and in the original transaction currency.

Payments processed through Paystack South Africa (Pty) Ltd are subject to Paystack's processing and banking timelines. After a refund is processed, it may take up to ten (10) business days to reflect, depending on the payment method and financial institution.

Trescent AI is not responsible for exchange-rate movements, intermediary bank charges or delays caused by a payment provider or financial institution, but will provide reasonable assistance with a traceable refund.

The Customer should contact support@pccd.co.za before initiating a chargeback so that Trescent AI can investigate and, where appropriate, correct the charge. Nothing in this request limits a lawful right to dispute a transaction.

If a chargeback or payment reversal is opened, Trescent AI may provide relevant subscription, invoice, acceptance and usage records to Paystack, the acquiring bank or another authorised payment participant. Trescent AI may suspend affected access while an unpaid amount or payment dispute remains unresolved, where reasonable and permitted by the agreement.

Nothing in this Policy excludes or limits a cooling-off, cancellation, refund or other consumer right that cannot lawfully be excluded.

Where section 44 of South Africa's Electronic Communications and Transactions Act, 2002 applies, an eligible consumer may have a seven-day right to cancel an electronic agreement for services without reason or penalty, subject to the Act's conditions and exclusions. This right may not apply where service delivery began with the consumer's consent before the cooling-off period ended.

Where the Consumer Protection Act, 2008 applies, the Customer may have additional cancellation and refund rights. Some provisions, including the fixed-term cancellation rules in section 14, do not apply to transactions between juristic persons. Rights therefore depend on the Customer and the transaction.

Access ends on the effective cancellation or termination date. Customer Data will be handled in accordance with the Performance! Terms of Service, Privacy Policy, applicable Order Form and Data Processing Addendum. Cancellation does not erase amounts already due or obligations intended to survive termination.

Trescent AI may update this Policy to reflect changes in the Platform, billing operations, payment providers or law. The current version will be published on the Performance! website with its effective date. A material change will not retrospectively remove a refund right that had already arisen.