Terms & RefundsBepalings & Terugbetalings

Hierdie bepalings is tans net in Engels beskikbaar. Kontak ons gerus as jy enige vrae het: hello@pingback.co.za of WhatsApp 081 527 4525.

Kort opsomming

• Geen kontrak nie. Betaal maand-tot-maand en kanselleer enige tyd; die diens loop tot die einde van die betaalde maand.
• 30-dae geld-terug-waarborg op jou intekening (nie die opstelfooi nie), een keer per besigheid.
• WhatsApp-fooie is ingesluit. Starter word nooit ekstra gehef nie; op Pro en Business kos gesprekke bo jou plan R1 elk.
• Pryse is in rand. Pingback is nie BTW-geregistreer nie, so geen BTW word bygevoeg nie.

1. Who We Are

"We" and "Pingback" mean the company above. "You" means the business that signs up (our client).

2. The Service

Pingback is an AI receptionist on WhatsApp. It answers your customers in your business's name, asks the questions you choose, and sends you the details of each enquiry. Depending on your plan it can also follow up quotes, send a monthly report and more, as described on our pricing page.

Pingback uses the official WhatsApp Business Platform from Meta. You must follow WhatsApp's Business and Commerce policies, and we may pause the service if Meta restricts your number.

Pingback is an assistant, not a decision-maker. It shares only the price guidelines you give us and doesn't promise prices, times or bookings on your behalf. You remain responsible for the work you quote and do, and for checking the details we pass on.

3. Plans, Chat Allowances and Extra Chats

• Each plan includes a number of customer chats a month (Starter 300, Pro 800, Business 2,000). A chat is one customer's conversation with your business.
• WhatsApp fees are included within your plan.
• Starter is never charged extra. If you go over, we'll let you know and may suggest a bigger plan.
• Pro and Business: chats above your plan's allowance are charged at R1 per chat on your next invoice. We alert you when you reach 80% of your allowance.
• We never switch your bot off because you went over your allowance.

4. Fees and Payment

• Monthly plans are paid in advance each month by card or the method agreed on your order form. Payments are processed securely by Payfast; we never see or store your full card details.
• Setup fee: R1,500 once-off (or as shown on your order form), payable before setup starts.
• Annual plans are paid upfront for 12 months at the price of 10, with no setup fee.
• Founding offer: the first 10 clients get 25% off any plan (Starter R599, Pro R1,129, Business R1,879 a month), fixed for 12 months from go-live, with a R750 setup fee on monthly plans and none on annual plans.
• All prices are in South African rand. Pingback is not VAT registered, so no VAT is added.
• We can change prices with at least 30 days' written notice (WhatsApp or email). Founding and annual prices stay fixed for their term.
• If a payment fails, we'll let you know. If it isn't sorted within 7 days, we may pause the service until it is.

5. Cancellation

• There's no contract. You can cancel anytime by WhatsApp or email.
• Your service keeps running until the end of the period you've already paid for, and you won't be charged again.
• After cancellation we stop the bot, disconnect your number from Pingback and delete or return your data as described in our Privacy Policy.

6. Refunds and the 30-Day Money-Back Guarantee

• If you cancel within 30 days of going live, we refund your subscription in full: the first month on a monthly plan, or the full payment on an annual plan.
• The setup fee covers work already done and is not refundable.
• The guarantee applies once per business.
• Outside the guarantee, monthly fees aren't refunded for part-months. If you cancel an annual plan after the first 30 days, we refund the unused full months, less the setup fee that was waived.
• Refunds are paid back to the original payment method within 7 working days.
• If we can't deliver the service because of a fault on our side for more than 48 hours in a row, we'll credit you for those days.

7. Your Responsibilities

• Give us accurate details about your business, prices and hours, and tell us when they change.
• Use Pingback only for lawful business purposes. Don't use it to send spam, unsolicited marketing or anything that breaks WhatsApp's policies or South African law.
• Respond to the enquiries we pass on to you. Pingback hands customers over; it doesn't do the job.
• Keep your dashboard login and phone secure.

8. Privacy and Your Customers' Information

For your customers' messages, you are the responsible party and Pingback is your operator under POPIA. We process that information only to provide the service, keep it secure, and don't sell it or use it for our own marketing. Details are in our Privacy Policy.

9. Availability and Liability

• We work hard to keep Pingback running 24/7, but it depends on services we don't control (such as WhatsApp, internet providers and AI providers), so we can't promise it will never be interrupted or make a mistake.
• If something goes wrong, the safety net replies to customers and alerts us, and we fix it as quickly as we can.
• As far as the law allows, our total liability to you is limited to the fees you paid us in the 3 months before the claim, and we're not liable for lost profits or indirect losses. Nothing in these terms limits rights you have under the Consumer Protection Act where it applies.

10. Changes to These Terms

We may update these terms from time to time. We'll give you at least 30 days' notice of any important change. The latest version is always on this page.

11. Law and Disputes

These terms are governed by the law of South Africa. If there's a problem, please talk to us first; most things can be sorted out with a WhatsApp or a call.