Refund Policy

This Refund Policy applies to digital products and fees sold on AuPairly (AuPairly.me), including membership plans (Plus / Premium), profile boosts, placement success fees, and marketplace products paid via Paystack or other payment partners.

By purchasing on the Platform you agree to this policy, our Terms of Service, and our Privacy Policy.

Contact for refund requests: hello@aupairly.me · WhatsApp +27 82 581 4215 · Contact form.

AuPairly sells digital access and platform tools (membership features, visibility boosts, and facilitation tools). We are a marketplace technology platform — not an employer or placement agency. Paid access typically begins immediately after successful payment.

Where South African consumer law (including the Consumer Protection Act, 68 of 2008) applies, we honour mandatory rights that cannot be waived. This policy explains how we handle refunds in ordinary commercial cases.

Paid memberships (for example 2-week, 3-month, or annual access) unlock features such as higher messaging and matching limits, visibility tools, and related entitlements for the selected period.

• Cooling-off (unused digital access): If you purchase a paid plan and have not made material use of paid-only features (for example unlimited messaging, boosts included in the plan, or “see who liked you”), you may request a full refund within 7 days of payment.
• After use of paid features: Once you have used paid-only features in a meaningful way, membership fees are generally non-refundable for the remainder of the period, because access is a digital service delivered immediately.
• Change of mind after 7 days: We do not refund unused days of a period already started, except where required by law or at our sole discretion (for example documented technical failure on our side).
• Duplicate charges: If you are charged twice for the same purchase, contact us with both payment references; we will refund the duplicate in full after verification with Paystack.
• Plan changes: Moving to a higher plan may involve a new checkout. We do not automatically pro-rate or refund the previous plan unless we expressly agree in writing.

Profile boosts are once-off digital visibility products. When a boost is activated, featured placement and related ranking effects begin immediately.

• If a boost payment succeeds but the boost fails to activate for technical reasons on our side, we will either re-apply the boost or refund the charge after investigation.
• Boosts that have already started (including demo or paid boosts that granted featured status) are not refundable for change of mind, dislike of results, or low match volume — marketplace outcomes vary.

Success fees (if charged when a placement reaches an agreed status) relate to platform facilitation around a specific match pipeline. They are generally non-refundable once paid, unless:

• We charged you in error; or
• We cancel the fee product for that placement for documented platform error; or
• Applicable law requires a refund.

Disputes between host and sitter about the underlying placement agreement are between those parties; a personal dispute does not automatically create a refund right against AuPairly.

Products sold by users through Paystack-powered storefronts may be offered by third-party sellers. Where you buy from another member:

• Refund requests for the seller’s goods or services should first be raised with that seller.
• AuPairly may assist with payment references and fraud investigation but is not the merchant of record for every third-party product.
• Platform fees retained by AuPairly (if any) are only refundable if the related charge is reversed in full and the law or our payment provider requires it.

When Paystack is not configured, the Platform may grant demo access with no real card charge. Demo activations are not payments and have no refund. If you see a R0 “demo” line on your account report, it is for record-keeping only.

1. Email hello@aupairly.me or use Contact us within the timeframes above.
2. Include: account email, approximate payment date, amount, Paystack/reference number (from your email receipt or account report), and reason for the request.
3. We aim to acknowledge requests within 2 business days and decide within 7–14 business days after we verify the payment with our processor.
4. Approved refunds are returned to the original payment method via Paystack (or the processor used). Bank timing varies (typically 5–10 business days after we submit the refund).

If you open a chargeback with your bank or card issuer before contacting us, we may suspend paid features on the account while the dispute is investigated. Fraudulent or abusive chargebacks may result in account termination under our Terms.

Please contact us first so we can resolve genuine errors quickly without a formal dispute.

The Free (Starter) plan has no membership charge. There is nothing to refund for free access itself. Optional paid add-ons (boosts, upgrades) follow the sections above.

We may update this Refund Policy from time to time. The “Last updated” date at the top will change when we do. Material changes may also be announced by email or in-product notice. Continued use of paid features after an update constitutes acceptance of the revised policy for future purchases.

This policy is intended for use with our South Africa–oriented marketplace and Paystack billing. Disputes are handled under the laws applicable to the Platform as set out in our Terms of Service, without prejudice to mandatory consumer protections in your country of residence.