Refunds & Cancellation.

• Cancel any time. No notice period, no penalty, no minimum term.
• Unused credit you paid for is refundable within 14 days of that payment. Email us with your reference and we pay it back to the card or account it came from.
• After 14 days credit is not refunded, but it never expires either. It stays on your account for as long as you like.
• Nothing recurs. There is no subscription and no debit order, so there is nothing to cancel except the account itself.

MshenguX AI is not a subscription. You put credit on your account in Rand, your agents draw from it as they do work, and the Balance tab in the portal shows what each day cost, to the cent, usually within the hour.

• The minimum top-up is R200.
• Credit never expires.
• At a R100 balance your agents warn you in your chat. At zero they pause and wait. You are never billed for more than you put on.
• Agents are free to deploy and free to pause. You pay only for work done.

Because you pay in advance and spend as you go, most people never need a refund at all: they simply stop topping up and use what is left.

What you get back

The unused portion of money you actually paid, within 14 days of that payment. Free welcome credit and bonus credit on larger packs have no cash value and are not refunded — if a R1 000 top-up gave you R1 050 and you have spent R50, the R50 comes off the bonus and you are refunded the full R1 000.

How to ask

Email sim@mshengux.co.za with your account reference (it looks like MX-XXXX-XXXX) and, if you like, the reason. A telephone request on 081 052 7882 is fine too; we confirm it by email so that there is a record on both sides.

How it is paid

To the same card or bank account the payment came from — we cannot pay a refund to a different account. We acknowledge every request within one business day and pay approved refunds within 10 business days. Card refunds can take a few days more to appear on your statement, depending on your bank.

After 14 days

Credit older than 14 days is not refunded in cash. It does not expire, so it remains yours to spend whenever you come back, and it survives closing and reopening an account.

At sign-up we charge R5 to confirm the card is real and to keep it on file for one-tap top-ups. That R5 is credited straight onto your balance, along with your welcome credit, so it is not a fee — you get the full value of it.

If you decide not to continue, the R5 is refundable on the same terms as any other credit: email us within 14 days.

Open the portal, choose Close my agents, and:

• every agent is paused at once and stops doing anything or spending anything;
• your saved card is removed at once;
• your data is deleted 30 days later — the delay exists so that a closure by mistake can be undone;
• any unused credit you paid for in the previous 14 days is refundable on request.

There is no cancellation fee, no notice period and no minimum term. If you would rather not use the portal, email sim@mshengux.co.za and we will do it for you.

You can also just switch an agent off and leave the account open. A paused agent costs nothing.

Managed Onboarding (R7 500 once). Cancel before the engineer starts work and you are refunded in full. Once work has started, we refund the portion not yet delivered, worked out against the hours spent, and we tell you where that stands before you cancel.

Professional services — readiness sprints, production sprints and embedded engineers — are governed by the cancellation terms in their own signed engagement agreement, which prevail over this page.

• A payment that fails or reverses: the credit is removed from your balance and nothing further is charged. If your balance has already been spent below the reversed amount we will contact you; we do not automatically re-charge a card.
• A duplicate payment: tell us and we refund it in full, immediately, whatever the 14 days say. A duplicate is our problem, not yours.
• A charge you do not recognise: email sim@mshengux.co.za or call 081 052 7882 before you lodge a dispute with your bank. We can usually identify it and, if it is wrong, reverse it the same day — far faster than a chargeback. If it is fraudulent we refund it in full and help you with your bank.

Nothing on this page takes away a right you have under South African law.

• Section 44 of the Electronic Communications and Transactions Act 25 of 2002 gives a consumer who buys electronically the right to cancel within seven days, without reason and without penalty, subject to the exceptions in that section. Our 14-day policy is deliberately more generous.
• The Consumer Protection Act 68 of 2008 gives you rights to fair, reasonable and honest dealing, and to services of a reasonable quality.

If we get something wrong, tell us first — we would rather fix it than have you fight for it. You may also approach the National Consumer Commission or a court.

• Email: sim@mshengux.co.za
• Telephone: +27 81 052 7882 (081 052 7882), 08:00–17:00 SAST, Monday to Friday
• Address: Stand 786, 57 Sunningdale Crescent, Peach Tree X01, Centurion, Gauteng, 0157, South Africa

Every request is acknowledged within one business day.