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Refund Policy

Last updated: August 6, 2026

1. Overview

SYDE IO PTY LTD (Registration Number: 2023/748723/07) is committed to ensuring customer satisfaction with our Z²M Academy educational game app. We understand that sometimes a product may not meet your expectations, and we have established this Refund Policy to provide a fair and transparent process for handling refund requests.

This policy applies to all subscription purchases made for Z²M Academy through our Paystack payment platform in South African Rand (ZAR).

2. Eligibility for Refunds

You may be eligible for a full refund if:

  • Your refund request is made within 30 days of your initial purchase or subscription renewal date.
  • The service has not been "substantially used" during that period. Substantial use is defined as having accessed or engaged with the app's learning content on more than two (2) separate occasions.

We reserve the right to review usage data to determine whether the service has been substantially used before approving a refund request.

3. How to Request a Refund

To request a refund, please email us at:

info@sydeio.com

Please include the following information in your request:

  • Your full name and email address associated with your account
  • Your order reference or transaction ID
  • The date of purchase
  • The reason for your refund request

We aim to acknowledge all refund requests within 2 business days and will communicate our decision within 5 business days of receiving your request.

4. Refund Processing

Once a refund has been approved:

  • Refunds are processed via Paystack and returned to your original payment method.
  • Please allow 5 to 10 business days for the refund to reflect in your account, depending on your bank or payment provider.
  • You will receive email confirmation once the refund has been initiated from our side.

Please note that processing times may vary depending on your financial institution and are outside of our control once the refund has been submitted.

5. Non-Refundable Items

The following are not eligible for refunds:

  • Subscriptions where the 30-day refund window has passed and the service has been substantially used.
  • Partial months of a subscription — if you cancel partway through a billing cycle, no pro-rata refund will be issued for the remaining days.
  • Requests made after the subscription has been active for more than 30 days from the purchase or renewal date.

6. Cancellation Policy

You may cancel your Z²M Academy subscription at any time through your account settings or by contacting us at info@sydeio.com.

Upon cancellation:

  • Your access to Z²M Academy will continue until the end of your current billing period.
  • No further charges will be made after cancellation takes effect.
  • No refund will be issued for the remaining portion of the current billing period.

We encourage users to cancel before the next billing cycle if they do not wish to continue using the service.

7. Technical Issues

If you are unable to access Z²M Academy due to a technical issue on our side (such as server downtime, bugs preventing access, or account errors caused by our systems), we will offer you one of the following at our discretion:

  • A full refund for the affected billing period; or
  • A service credit equivalent to the period of inaccessibility, applied to your next billing cycle.

To report a technical issue, please contact us at info@sydeio.com with a description of the problem and any relevant screenshots or error messages.

8. Consumer Protection Act Compliance

As a South African company, SYDE IO PTY LTD operates in compliance with the Consumer Protection Act, No. 68 of 2008 ("CPA"). In accordance with the CPA:

  • You have the right to fair, reasonable, and honest dealings with us as a supplier.
  • You are entitled to receive services that are of a quality that persons are generally entitled to expect.
  • Where a service fails to meet the standards contemplated in the CPA, you may be entitled to a refund, repair, or replacement as provided for under Sections 54 and 56 of the Act.
  • Nothing in this Refund Policy is intended to limit or exclude any rights you may have under the CPA or any other applicable South African legislation.

If you believe your consumer rights have not been adequately addressed, you may escalate your complaint to the National Consumer Commission (NCC).

9. Contact Information

If you have any questions about this Refund Policy or need assistance with a refund request, please contact us:

We will do our best to resolve any concerns promptly and fairly.