Refund & Cancellation Policy
This policy explains how refunds and cancellations work on FieldPay. It covers two distinct types of payment, which are treated differently because the money flows differently in each case:
- Subscription payments — the monthly or annual fee a tradesperson pays FieldPay to use the platform. This money is paid to FieldPay.
- Job payments — deposits and invoice balances a customer pays to a tradesperson for work. This money is never paid to FieldPay.
This policy forms part of our Terms of Service.
Part A — Job Payments (Customer to Tradesperson)
When a customer pays a deposit or an invoice through FieldPay, they are paying the tradesperson, not FieldPay.
FieldPay does not hold, control, or take custody of job payments at any point. Payments are processed by Paystack using split payments and settle directly into the tradesperson's own bank account. FieldPay is a payment facilitator only.
Because FieldPay never receives these funds, FieldPay cannot reverse, refund, or withhold them.
A1. Who is responsible for a refund
The tradesperson who received the payment is solely responsible for refunding it. The agreement to perform work — and any refund arising from that work — is between the customer and the tradesperson. FieldPay is not a party to that agreement, does not perform the work, and does not guarantee it.
A2. How a customer requests a refund
A customer seeking a refund should contact the tradesperson directly. Their business name and contact details appear on the invoice and on the payment page used to make the payment.
If a customer cannot reach the tradesperson, they may contact us at support@fieldpay.co.za. We will make reasonable efforts to pass the request on and to share the relevant transaction records, but we cannot compel a refund or issue one on the tradesperson's behalf.
A3. Deposits specifically
A deposit is taken to secure a booking and to cover materials or scheduling before work begins. Whether a deposit is refundable, and on what terms, is set by the tradesperson and should be agreed with the customer before payment. Where a tradesperson cancels or fails to perform the booked work, the customer is generally entitled to a refund of the deposit from that tradesperson.
A4. Chargebacks and disputes
Where a customer raises a chargeback with their bank or card issuer, the disputed amount and any associated fee are recovered from the tradesperson who received the payment, as they are the merchant of record for that transaction. FieldPay will supply the underlying invoice, job records, and payment history to assist in resolving the dispute.
A5. Obligations of tradespeople using FieldPay
If you collect payments through FieldPay, you agree to:
- Make your own refund and deposit terms clear to your customer before taking payment.
- Deal with refund requests from your customers promptly and in good faith.
- Honour your obligations under the Consumer Protection Act 68 of 2008.
- Accept responsibility for chargebacks, disputes, and refunds on payments made to you.
Repeatedly failing to resolve legitimate customer refund requests may result in your ability to collect payments through FieldPay being suspended or withdrawn.
Part B — FieldPay Subscriptions (Tradesperson to FieldPay)
This part applies to the Pro subscription fee paid to FieldPay (R49 per month or R490 per year).
B1. Free trial
New accounts include a 30-day free trial with full Pro access. No payment is taken during the trial and no card is required to start it. If you do not subscribe, your account simply moves to the Free plan when the trial ends — there is nothing to cancel and nothing to refund.
B2. Cancelling a subscription
You may cancel your Pro subscription at any time from Settings → Your Plan in the app. No notice period and no cancellation fee applies.
On cancellation, your Pro access continues until the end of the billing period you have already paid for. After that, your account reverts to the Free plan. Your invoices, clients, and records are retained and remain accessible.
B3. Refunds on subscriptions
Subscription fees are billed in advance and are generally non-refundable, as access to the paid service is provided immediately and for the full period billed. Cancelling stops future billing rather than refunding the current period.
We will, however, refund a subscription payment where:
- You were charged after cancelling, or charged more than once for the same period.
- A technical fault on our side prevented you from meaningfully using the paid service for a sustained period.
- An annual subscription was charged and you request a refund within 14 days of that charge, provided the account has not been used substantially in that period.
- A refund is required under the Consumer Protection Act 68 of 2008 or other applicable South African law.
Approved refunds are made to the original payment method within 10 business days.
B4. Price and plan changes
If we increase the subscription price, we will give you at least 30 days' notice. You may cancel before the new price takes effect. If a price increase is applied without that notice, the affected payment will be refunded on request.
B5. How to request a subscription refund
Email support@fieldpay.co.za from the address registered to your account, with the date and amount of the charge and the reason for the request. We aim to respond within 3 business days.
Part C — Your Rights Under South African Law
Nothing in this policy limits or replaces any right you have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or other applicable South African law, including any statutory right to cancel or to a refund that cannot be excluded by agreement.
Part D — Contact
For any question about refunds or cancellations, contact support@fieldpay.co.za.
FieldPay (Pty) Ltd, Queenstown, Eastern Cape, South Africa.