Refund Policy
Last updated 20 October 2026
1. Overview
At CarChive, we strive to provide excellent service and value to our customers. This Refund Policy outlines the terms and conditions under which refunds may be issued for our subscription services and other paid features.
This policy applies to all subscriptions, including Basic, Premium, and Enterprise plans, as well as any additional services purchased through the CarChive platform.
2. Subscription refunds
Refund Eligibility
You may be eligible for a refund under the following circumstances:
- 14-Day Money-Back Guarantee: New subscribers may request a full refund within 14 days of their initial subscription purchase, provided they have not exceeded their listing limits.
- Service Failure: If CarChive fails to provide the subscribed services due to technical issues on our end, you may be eligible for a prorated refund.
- Billing Error: If you were charged incorrectly due to an error on our part, we will issue a full refund.
- Duplicate Charges: If you were charged multiple times for the same service, we will refund all duplicate charges.
Non-Refundable Situations
Refunds will NOT be issued in the following cases:
- After the 14-day money-back guarantee period has expired
- If you have exceeded your subscription tier's listing limits
- If you have violated our Terms of Service
- For partial months of service (refunds are prorated only in exceptional circumstances)
- If you cancel your subscription mid-billing cycle (you retain access until the end of the paid period)
- For services that have been fully utilized (e.g., featured listings that have already been published)
3. How to request a refund
To request a refund, please follow these steps:
- Contact Support: Send an email to carchiveauto@gmail.com with the subject line "Refund Request" and include:
- Your account email address
- Subscription plan details
- Reason for refund request
- Transaction reference number
- Review Period: We will review your request within 5-7 business days. You may be contacted for additional information.
- Refund Processing: If approved, refunds will be processed within 10-14 business days to your original payment method.
4. Refund processing timeline
Request Review:
5-7 business days
Refund Processing:
10-14 business days after approval
Payment Method Credit:
Additional 3-5 business days (depending on your bank or payment provider)
Note: Refund processing times may vary depending on your payment method and financial institution. Credit card refunds typically appear within 1-2 billing cycles.
5. Prorated refunds
In exceptional circumstances where a prorated refund is approved, the refund amount will be calculated based on:
- The remaining days in your current billing period
- Any discounts or promotions applied to your subscription
- Usage of services during the billing period
Example: If you paid R799 for a monthly Premium subscription and request a refund halfway through the month (with approval), you would receive approximately R399.50, minus any transaction fees.
6. Cancellation vs. refund
Important distinction
Cancellation: Cancelling your subscription stops automatic renewal but does not entitle you to a refund for the current billing period. You retain access to all features until the end of your paid period.
Refund: A refund returns your payment and immediately terminates your access to paid features. Refunds are only available under the conditions outlined in this policy.
7. Yearly subscription refunds
For yearly subscriptions, refunds are calculated differently:
- Refunds within the 14-day guarantee period: Full refund
- Refunds after 14 days: Prorated based on remaining months, minus any discounts applied
- If you received a discount for annual payment, the refund will reflect the actual amount paid
8. Chargebacks
If you initiate a chargeback or dispute a charge with your payment provider without first contacting us, your account may be suspended or terminated. We encourage you to contact us directly to resolve any billing issues before initiating a chargeback.
9. Special circumstances
We understand that exceptional circumstances may arise. We will consider refund requests on a case-by-case basis for situations including:
- Medical emergencies
- Business closure or bankruptcy
- Extended service outages (beyond 48 hours)
- Unauthorized account access resulting in charges
Please contact our support team with documentation supporting your special circumstance request.
10. Contact us
For refund requests or questions about this policy, please contact us:
Email: carchiveauto@gmail.com
Phone: 0735924447
Address: Paarl, Western Cape, South Africa
Response Time: We aim to respond to all refund requests within 48 hours during business days (Monday-Friday, 9 AM - 5 PM SAST).
11. Policy updates
We reserve the right to update this Refund Policy at any time. Material changes will be communicated via email and/or through notifications on our platform. Continued use of our services after policy updates constitutes acceptance of the revised policy.