Effective date: 17 August 2026 · Last updated: 26 August 2026

Effective date: 17 August 2026
Last updated: 26 August 2026

This Cancellation and Refund Policy applies to services purchased from Empowering People Igniting Cultures (Pty) Ltd, registration number 2021/010516/07, trading as EPIC (“EPIC”, “we”, “us” or “our”).

Registered and service address: 81 David Avenue, Sandton, Gauteng, 2191, South Africa.

It applies to clients, associates, organisations and other customers purchasing access to EPIC services, including:

• the UGRs Stock Take;
• Stock Take data analysis;
• dashboards and online results;
• reports and downloadable outputs;
• interpretations and insights;
• recommended actions and next-step guidance;
• culture change tools and resources; and
• related online services.

Services may be purchased on a one-off basis or through a recurring subscription.

Payments may be processed through Paystack or another authorised payment provider.

EPIC is the supplier and merchant of record responsible for the Services purchased under this Policy. Paystack provides payment-processing infrastructure only and is not the seller or provider of the EPIC Services.

1. Results Content

For purposes of this Policy, Results Content means any:

• Stock Take analysis;
• dashboard;
• report;
• interpretation;
• finding;
• recommendation;
• suggested action;
• next-step guidance; or
• other output generated from Stock Take data or made available as part of the purchased Service.

Results Content is considered to have been accessed when the customer, or anyone authorised to use the customer’s account:

• views or opens it online;
• downloads or exports it;
• receives it by email or another delivery method;
• shares it with another person; or
• otherwise obtains access to its contents.

Access by an employee, administrator, consultant, Associate or other Authorised User linked to the customer’s account will be regarded as access by the customer.

2. General refund approach

Refund requests are considered case by case.

Submitting a refund request does not automatically create an entitlement to a refund.

When considering a request, we may take into account:

• whether the Service has already been activated;
• whether a Stock Take has commenced;
• whether Participant responses have been collected;
• whether data analysis has been performed;
• whether Results Content has been generated;
• whether Results Content has been accessed;
• the reason for the request;
• costs already incurred in providing the Service; and
• any rights the customer has under applicable law.

Except where required by law, no refund will ordinarily be provided once Results Content has been accessed.

This is because a material part of the value of the Service consists of the analysis, interpretation, insights, recommendations and guidance contained in the Results Content.

3. One-off purchases

A customer who wishes to cancel a one-off purchase should contact us as soon as possible.

Refund requests made before Results Content has been accessed will be reviewed case by case.

Depending on the circumstances, we may approve:

• a full refund;
• a partial refund;
• a credit towards another EPIC Service; or
• no refund.

Once Results Content has been accessed, the relevant Service will ordinarily be regarded as having been materially delivered and will be non-refundable, except where applicable law requires otherwise.

A one-off purchase does not automatically renew.

4. Subscription cancellation

Subscriptions renew automatically at the billing interval selected when the subscription is purchased unless cancelled.

To prevent the next scheduled renewal under EPIC’s standard commercial cancellation process, EPIC should receive the cancellation request at least seven calendar days before the scheduled renewal date. This seven-day period is an administrative cut-off and does not limit any mandatory cancellation right available under applicable law.

The official cancellation route is by email to cancellations@epic-hub.com.

A cancellation request is treated as received when it reaches cancellations@epic-hub.com. Customers should retain a copy of the cancellation email and any acknowledgement received from EPIC.

Where section 14 of the South African Consumer Protection Act, 2008 applies to a fixed-term agreement with a natural-person consumer, that consumer may cancel the agreement at any time by giving EPIC 20 business days’ notice in writing or another recorded manner and form. EPIC may charge amounts due up to the effective cancellation date and may impose only a reasonable cancellation penalty to the extent permitted by law. The seven-day administrative cut-off above does not reduce this statutory right.

Customers should include enough information for us to identify the relevant account and subscription, including the account email address and, where available, the transaction or subscription reference.

Where EPIC receives the cancellation at least seven calendar days before the next scheduled renewal, EPIC will stop the next renewal, subject to any mandatory law that requires a different outcome.

Unless applicable law or the effective date of a statutory cancellation requires otherwise, cancellation does not end access immediately. The customer may continue using the Service until the end of the subscription period already paid for.

5. Subscription refunds

Cancellation of a subscription does not automatically result in a refund.

Payments already made for a current subscription period will be considered for refund case by case.

No refund or pro-rata refund will ordinarily be provided for a current subscription period once Results Content has been accessed during that period.

Where Results Content has not been accessed, we may consider a refund or partial refund depending on:

• when the cancellation request was received;
• the extent to which the Service has already been provided;
• costs already incurred;
• the circumstances leading to the cancellation; and
• applicable consumer law.

Failure to use a subscription during a paid period does not, by itself, create an entitlement to a refund.

6. Late subscription cancellations

Where a cancellation request under EPIC’s standard commercial process is received less than seven calendar days before the next scheduled renewal date, the next renewal payment may already have been initiated or may still be processed.

For Customers to whom no mandatory statutory cancellation right applies, the cancellation may therefore take effect from the following billing period.

If a renewal payment is processed after a late cancellation request, any request for a refund, credit or adjustment will be considered in accordance with this Policy and any applicable mandatory consumer law.

Nothing in this section permits EPIC to keep a natural-person consumer bound beyond an effective statutory cancellation date or limits any cancellation, credit or refund right that cannot lawfully be restricted.

7. When refunds will ordinarily not be provided

Except where required by law, a refund will ordinarily not be provided where:

• Results Content has been accessed;
• a report has been downloaded or exported;
• analysis or recommendations have been viewed;
• the customer has received the substantive insights purchased through the Service;
• the customer simply changes its mind after accessing the Service;
• the customer disagrees with the Stock Take results, findings or recommendations;
• the customer does not achieve the organisational or culture change outcome it expected;
• the customer fails to use the Service during the available access period;
• results are affected by incomplete, inaccurate or unsuitable information supplied by the customer or Participants;
• insufficient Participants complete a Stock Take because of circumstances controlled by the customer;
• the customer’s own equipment, software, internet connection or internal systems prevent access;
• the customer breaches the EPIC Platform Terms and Conditions; or
• access is suspended or terminated because of unlawful or unauthorised use.

8. Duplicate or incorrect payments

Customers should contact us promptly if they believe:

• the same payment was charged more than once;
• an incorrect amount was charged;
• a payment was processed after a subscription had been properly cancelled;
• the wrong subscription or Service was charged; or
• a transaction was not authorised.

We will investigate the payment using the available account and payment records.

Where a duplicate or incorrect charge caused by us or our payment process is confirmed, the incorrect amount will be refunded.

Suspected unauthorised payments may also need to be reported to the customer’s bank, card issuer or payment provider.

8.1 Chargebacks and payment disputes

A chargeback or payment dispute is a request made through a bank, card issuer, card network or payment provider to reverse a transaction. Customers are encouraged to contact EPIC promptly at cancellations@epic-hub.com so that the issue can be investigated, but nothing in this Policy prevents a customer from exercising a lawful chargeback or payment-dispute right.

Where a chargeback or payment dispute is raised, EPIC may provide Paystack, the relevant bank, card issuer or card network with evidence reasonably necessary to investigate or respond to the dispute. This may include the transaction receipt or invoice, account and subscription records, correspondence, activation records, Stock Take activity, access logs, report-generation records, download records and other evidence showing whether and when value was provided.

Evidence may also include records showing that, before payment, the customer accepted the EPIC Platform Terms and Conditions, this Cancellation and Refund Policy and the EPIC Global Privacy Policy and, where applicable, expressly consented to immediate digital performance.

The outcome of a chargeback is determined through the applicable payment-provider, bank and card-network process. A chargeback is separate from EPIC’s internal refund review and does not expand or reduce any statutory consumer right.

9. Failure to provide the purchased Service

Where payment has been successfully completed but we are unable to provide the purchased Service because of an error or failure on our side, we will first make reasonable efforts to correct the problem.

Where we cannot provide the purchased Service within a reasonable period, we may provide:

• a full refund;
• an appropriate partial refund;
• an extension of access;
• replacement access; or
• another reasonable remedy agreed with the customer.

A refund will generally be appropriate where:

• the purchased Service cannot be activated;
• the purchased Service is permanently unavailable;
• we cancel the Service and cannot provide a reasonable alternative; or
• a material technical failure under our control prevents the purchased Service from being delivered.

Temporary maintenance, short-term interruptions or problems outside our reasonable control will not ordinarily qualify for a refund where access is restored within a reasonable period.

10. Immediate access to digital Services

EPIC Services are normally activated immediately after successful payment, unless the applicable product description or Order states otherwise.

At checkout, a customer who requests immediate access will be asked to consent to EPIC beginning performance of the digital Service immediately, before the expiry of any otherwise applicable cooling-off period.

For a qualifying electronic transaction for services to which section 44 of the South African Electronic Communications and Transactions Act, 2002 applies, a consumer may ordinarily cancel without reason and without penalty within seven days after conclusion of the agreement, with any payment refundable within 30 days. However, that section does not apply to services that began with the consumer’s consent before the end of the seven-day period.

Nothing in this section removes any consumer right that cannot legally be waived or excluded, including any greater right available under another applicable law.

11. How to request a cancellation or refund

Requests should be sent to:

Empowering People Igniting Cultures (Pty) Ltd
Trading as: EPIC
Registration number: 2021/010516/07
Email: cancellations@epic-hub.com
Telephone: +27 11 787 0829
Address: 81 David Avenue, Sandton, Gauteng, 2191, South Africa

A request should include:

• the customer’s name;
• organisation name, where applicable;
• email address associated with the account;
• date of payment;
• payment amount;
• relevant Service or subscription;
• Paystack or other transaction reference, where available;
• whether Results Content has been accessed; and
• a short explanation of the reason for the request.

We may request additional information where reasonably necessary to verify the transaction or assess the request.

12. Review of refund requests

We will ordinarily complete our review of a refund request within five business days after receiving the request and all information reasonably required to assess it. If a matter is unusually complex or requires information from a payment provider or bank, we will notify the customer of the delay and provide an updated timeframe.

During the review, we may check:

• payment records;
• account activity;
• activation dates;
• Stock Take activity;
• report-generation records;
• downloads;
• access logs; and
• other information reasonably relevant to determining whether and to what extent the Service has been provided.

Where a refund is approved, access to the refunded Service and related Results Content may be withdrawn.

13. Approved refunds

Where possible, approved refunds will be processed through Paystack or the payment method used for the original transaction.

Where a refund is processed through Paystack, Paystack currently advises that customers can generally expect an approved refund to reflect within approximately three to ten working days, although timing may vary depending on the customer’s bank, card issuer or payment method.

Any processing fee that Paystack retains from EPIC in connection with a refund or reversal is borne by EPIC and does not reduce the amount of an approved refund otherwise due to the customer.

EPIC is not responsible for delays caused by a customer’s bank, card issuer or payment network after an approved refund has been submitted for processing.

We will, however, provide reasonable assistance in tracing an approved refund where necessary.

14. International customers and consumer rights

EPIC Services may be purchased and used in multiple countries.

Cancellation and refund rights can differ according to the laws applying in the customer’s location.

Nothing in this Policy excludes or restricts a statutory consumer right that cannot legally be excluded.

Where applicable law gives a customer greater cancellation, cooling-off or refund rights than this Policy, those mandatory rights will apply.

15. Relationship with other EPIC terms

This Policy should be read together with:

• the EPIC Platform Terms and Conditions;
• the EPIC Global Privacy Policy;
• any applicable subscription or product description;
• any Order or quotation; and
• any separate Associate Agreement.

Where a specific written agreement provides different cancellation or refund terms for a particular Service, those terms will apply to that Service, subject to applicable law.

16. Changes to this Policy

We may update this Policy where:

• our Services change;
• our subscription arrangements change;
• our payment processes change; or
• legal or regulatory requirements change.

The current version will be published on the EPIC website with its effective date and last-updated date.

A change will not retrospectively remove any statutory right or refund already properly approved.

17. Contact details

Legal business name: Empowering People Igniting Cultures (Pty) Ltd
Trading name: EPIC
Registration number: 2021/010516/07
Email: cancellations@epic-hub.com
Telephone: +27 11 787 0829
Physical and service address: 81 David Avenue, Sandton, Gauteng, 2191, South Africa
Website: https://toolkit.epic-hub.com