Cancellation Policy

If you're a customer

Every order on Kartzy is placed with an independent business, not with Kartzy itself — Kartzy never takes your payment, so we're not able to cancel an order or issue a refund ourselves. If you want to cancel or change an order, contact the business directly on WhatsApp as soon as possible, using the same chat your order came through. Whether a cancellation, exchange or refund is possible — and any conditions on it — is entirely up to that business and any policy they've told you about. We'd encourage every seller to be clear about their own returns and cancellations before you pay.

If you're a seller

You may cancel your subscription at any time from your dashboard (Settings → Plan & billing → Cancel store), or by using the “Cancel store” button in any billing email. You will be asked for a brief reason, which helps us improve Kartzy. There is no fixed contract and no cancellation fee.

During the 14-day free trial, no payment details are required and nothing is payable. If you cancel during the trial, your store remains active until the trial ends.

After payment, cancelling stops all future payments immediately and removes your saved card. Your store remains active until the end of the period already paid for. Payments already made are not refunded for part of a month, except where South African consumer law requires otherwise.

Suspension and deletion. When your paid period (or free trial) ends following a cancellation, your store is suspended: it is no longer visible to customers and cannot be managed. If the subscription is not renewed within 14 days of suspension, the store and all of its information are permanently deleted and cannot be recovered. You may reactivate your store at any time before deletion from your billing page.

Orders cancelled by mistake

If a seller cancels an order on their side, any stock that was taken off is automatically returned to their shelf — no action needed from you.