Legal
Refund and Cancellation Policy
CarerDirect (Pty) Ltd — carerdirect.co.za
Last updated: September 2026
1. Introduction
CarerDirect (Pty) Ltd (“CarerDirect,” “we,” “us”) operates carerdirect.co.za, a directory and marketplace connecting independent home carers with families. CarerDirect is not an employment agency and does not place carers or guarantee outcomes. Payments made on the platform are for access to platform services — visibility, contact information, verification checks, and supporting documentation — not for a guaranteed hire or placement result.
2. Scope
This policy applies to all paid products and services available on carerdirect.co.za, including once-off payments and recurring subscriptions, for both family and carer accounts.
3. Family Once-Off Contact Unlock (R49)
This unlock grants immediate access to a specific carer's contact details. Because the service (access to the information) is delivered in full at the moment of payment, this fee is non-refundable once the contact details have been revealed, except where required under Section 8 below (failed, duplicate, or erroneous payments).
4. Family Monthly Subscription (R99/month)
You may cancel your subscription at any time from your account dashboard. Cancellation stops future billing but does not refund the current billing period — you retain full access (including any already-unlocked contact details) until the end of the period you have already paid for. No pro-rata refunds are issued for partial months.
5. Carer Monthly Subscriptions (Basic R99, Background Checked R149, Placed R49)
Carer subscription fees cover listing visibility and (for Background Checked) verification maintenance on the directory. You may cancel or downgrade to the Placed tier at any time from your dashboard. As with family subscriptions, cancellation stops future billing; the current paid period is not refunded, and no pro-rata refund is given for downgrades mid-cycle.
6. Verified Hire Pack (R349)
This once-off, candidate-specific pack includes a background check, reference verification, and document templates. Because the background check and reference verification incur real third-party costs once initiated, this pack is non-refundable once processing has started (that is, once a request has been submitted to our verification partner). If you cancel before verification processing begins, you are entitled to a full refund. Document templates are provided as part of the pack and are not sold or refunded separately.
7. Carer Starter Pack (R199 once-off, R149 for existing subscribers)
This is a digital product (document templates and guidance materials). Once the pack has been accessed or downloaded, it is non-refundable, as the content has been delivered in full. If you have not yet accessed any materials in the pack, contact us within 7 days of purchase for a full refund.
8. Failed, Duplicate, or Erroneous Payments
If you are charged in error — for example, a duplicate transaction due to a technical fault, or a charge that does not match what you actually purchased — you are entitled to a full refund. Contact us with your payment reference and we will investigate and process a refund where appropriate.
9. How to Request a Refund
Email us with your name, the email address used on your account, the payment date, and the PayFast payment reference (found in your PayFast payment confirmation). We aim to respond within 3 business days.
Refund requests
Include: your name, account email address, payment date, and PayFast payment reference.
10. Processing Timeframes
Approved refunds are processed back to your original payment method via PayFast. PayFast's own processing times apply once we initiate a refund on our side — this is typically a few business days but is outside our direct control.
11. Your Rights Under South African Law
This policy operates alongside, and does not limit, any rights you may have under the Consumer Protection Act, 2008. Where that Act gives you rights that go further than this policy, those rights apply.
12. Changes to This Policy
We may update this policy from time to time. Material changes will be reflected with an updated “Last updated” date above.
13. Contact Us
If you have any questions about this Refund and Cancellation Policy, please contact us:
CarerDirect (Pty) Ltd
Registration number: 2026/475642/07
Cape Town, South Africa