Billing, Refund & Cancellation Policy

Plans & pricing

CaseThread is sold on subscription in South African Rand (ZAR). Plans are priced per seat and billed either monthly or annually, as shown at checkout and in Settings → Plan & billing. CaseThread is not currently registered for VAT, so no VAT is charged and prices are not subject to VAT. If we become VAT-registered, prices and invoices will show VAT from that point on and we will give notice under "Price changes" below.

Free trial

New practices get a 14-day free trial. No charge is made during the trial. If you do not subscribe before the trial ends, access is limited until you choose a plan; your data is retained per the Privacy Policy while the account exists.

Payments & your consumer disclosures

Payments are processed by PayFast, a South African payment provider. We do not see or store your full card details. Before you confirm a subscription, the subscribe screen shows the plan, the amount, the billing frequency, that it renews automatically until you cancel, and that you can cancel at any time in Settings. You then confirm the same amount and frequency on PayFast's own checkout page before any money moves. By subscribing you authorise the recurring charge until you cancel.

Billing cycle & automatic renewal

Subscriptions renew automatically at the start of each billing period (monthly or annually) at the then-current price for your plan and seat count, until cancelled. We email a receipt to the account owner for each successful charge, and our payment processor sends its own confirmation as well.

If you are on an annual plan we email the account owner 14 days before each renewal, telling you the date and the exact amount, so a year-old decision does not become a charge you had forgotten about. Cancel before that date and nothing is taken. Monthly plans are not sent this notice: the charge recurs often enough to be expected, and a reminder every month would bury the ones that matter.

Seats & add-ons

The Practice plan is charged per seat, and a seat is a person with access to your practice. You choose how many seats to buy when you subscribe, and never fewer than the people already in your practice, so a practice that is about to bring colleagues on can pay for them from its first billing period rather than its second. After that your subscription follows your team: add or remove a practitioner and the charge is adjusted to match the number of people with access, taking effect from your next billing period. On a monthly plan nothing is charged part-way through a cycle for a seat added mid-cycle: the new charge simply starts at your next payment. On an annual plan a seat added part-way through the year is charged straight away for the complete months left in your term, because an annual seat is paid for a year at a time and waiting until the renewal would mean a colleague working for up to a year that nobody paid for. Part months are not charged. Nothing is refunded part-way through for a seat removed, on either plan; the charge drops at your next renewal. Solo is a flat plan and has no seat arithmetic. Optional add-ons, including prepaid SMS credits, are charged as described at purchase. Prepaid SMS credits do not expire. They are consumed at R0.45 per message as reminders are sent, are not refundable for cash, and any unused balance lapses if you close your practice account.

Failed payments, dunning & suspension

If a renewal payment fails we will retry and notify you. If payment remains outstanding after our dunning process, we may suspend the account; continued non-payment may lead to termination. Suspended accounts retain their data for the recovery window before deletion.

Cancellation

You can cancel at any time in Settings → Plan & billing. Cancellation stops future renewals; your plan remains active until the end of the paid period, after which the account moves to a limited/free state. You can export your data before then.

Refunds

If you change your mind about your first payment, tell us within 7 days and we will refund it in full and cancel the subscription. Email legal@casethread.co.za with your practice name; the date of that payment is on your receipts under Settings, Plan and billing. After that window, fees already paid for the current period are not refundable and we do not give partial-period refunds on cancellation. Your 14-day free trial is there so you can evaluate CaseThread before paying at all. Nothing here takes away a right you have under the Consumer Protection Act or the Electronic Communications and Transactions Act. If you were charged in error, contact us and we will put it right.

Price changes

We may change prices. We will give reasonable advance notice before a change affects your renewal, so you can decide whether to continue.

Invoices & VAT

Every successful charge is listed under Settings → Plan & billing, with the date, the amount and the payment reference, and a receipt is emailed to the account owner at the time. CaseThread is not currently a registered VAT vendor, so no VAT is charged and these are receipts rather than tax invoices. If we register for VAT in future, tax invoices will show the VAT number and VAT amount from the date registration takes effect.

Billing questions: legal@casethread.co.za.