Refunds and Cancellation

1. How to cancel or query a charge

Email support@fleximetadoc.com with the customer or organisation name, order or invoice reference and whether you want to stop renewal, end a fixed-term service or dispute a charge. Do not send card credentials. We will confirm receipt and the applicable termination date, charges and refund position. You do not need to delete your account or lose access to records to make a request.

Monthly renewal may be stopped before the next renewal unless the order grants a more favourable right. A bespoke implementation has the milestones and cancellation terms in its accepted scope, subject to mandatory law. Closing a user login alone may not close the organisation’s subscription.

2. Cooling-off and fixed-term rights

Where ECTA section 44 applies to an electronic purchase of services, you may cancel within seven days after the agreement is concluded without giving a reason or paying a penalty; a refund is due within 30 days. Section 42 contains exceptions, including services begun with the consumer’s consent during that period. We must establish that the exception actually applies; we do not presume it from general website use.

Where applicable, CPA section 16 provides a five-business-day right after direct marketing, subject to its rules and the ECTA interaction. CPA section 14 permits cancellation of qualifying fixed-term agreements on 20 business days’ recorded notice, subject to a reasonable lawful cancellation charge. This section 14 right does not apply between juristic persons. Expiry notices and month-to-month continuation must follow the Act.

3. Refund assessment

We preserve applicable remedies for non-delivery, deficient service, defective software, misleading charges and unauthorised payments. If ECTA section 43 disclosure or checkout requirements are not met, its cancellation rights may apply. If the ordered service is unavailable, we notify you and provide the refund required by ECTA section 46 where applicable.

There is no automatic forfeiture of all advance fees or purchased credits. We reconcile the agreed work delivered, lawful charges and amounts that must be returned, taking account of applicable CPA rules for prepaid services and credits. A reasonable cancellation charge is not automatically the entire unpaid contract balance. We explain any deduction and the legal or contractual basis.

A statutory refund is not limited to a service credit or the most-recent-payment damages cap. The applicable statutory refund period controls. For other approved refunds we confirm the amount, method and expected processing time; bank processing does not excuse a missed legal deadline.

4. If you disagree

Reply to hardus.vandyk@fleximetadoc.com with the reason and requested resolution. You retain access to the National Consumer Commission, an applicable ombud, tribunal or competent court. Our review does not pause legal time limits or require a waiver of your rights.