RugbyAxis Refund & Cancellation Policy
1. Introduction
This Refund & Cancellation Policy explains how cancellations, renewals, refunds, billing changes, and subscription access are handled for RugbyAxis.
This policy applies to paid RugbyAxis subscriptions, including Animator & Playbook accounts, Solo Coach accounts, Organisation accounts, and manually billed school, club, academy, or organisation accounts.
This policy should be read together with the RugbyAxis Terms & Conditions and RugbyAxis Privacy Policy.
2. Subscription billing
RugbyAxis may offer subscriptions on a monthly, annual, or other billing basis.
Subscription fees, billing periods, features, and plan limits will be shown on the RugbyAxis website, checkout process, quote, invoice, or written billing communication.
By subscribing to a paid RugbyAxis plan, the user or organisation agrees to pay the applicable fees for the selected billing period.
3. Online subscription payments
RugbyAxis may use a third-party payment provider to process online subscription payments.
Where an online payment provider is used, the payment provider may process payment information, manage recurring billing, issue receipts or invoices, and handle payment methods according to its own terms and policies.
RugbyAxis does not intend to store full card numbers or complete payment credentials on its own systems.
4. Manual invoice and EFT payments
RugbyAxis may allow schools, clubs, academies, or organisations to pay manually by quote, invoice, EFT, or another approved offline payment method.
For manually billed accounts:
- RugbyAxis may issue a quote or invoice;
- access may only be activated once payment is confirmed, unless RugbyAxis agrees otherwise in writing;
- the organisation is responsible for paying by the stated due date;
- renewal terms may be stated in the quote, invoice, or written agreement;
- cancellation and refund terms may depend on the billing period, quote, invoice, or written agreement.
5. How to cancel a subscription
RugbyAxis does not currently provide a built-in self-service cancellation function inside the platform.
To request cancellation, users must contact RugbyAxis by email at:
A cancellation request should include:
- account email address;
- full name;
- organisation name, where applicable;
- subscription plan;
- reason for cancellation, if the user chooses to provide one.
RugbyAxis may request additional information to verify the account owner or authorised organisation representative before processing a cancellation request.
6. Effect of cancellation
Cancellation stops future renewal billing once processed.
Unless required by applicable law or agreed by RugbyAxis in writing, cancellation does not automatically entitle the user or organisation to a refund for the current paid billing period.
Where possible, access may continue until the end of the current paid billing period.
For example:
- if a monthly subscription is cancelled during a paid month, access may continue until the end of that monthly billing period;
- if an annual subscription is cancelled during a paid year, access may continue until the end of that annual billing period;
- for manually billed organisation accounts, access may continue until the end of the paid access period, unless the quote, invoice, agreement, or applicable law provides otherwise.
7. Cancellation processing time
RugbyAxis will take reasonable steps to process cancellation requests promptly after receiving sufficient information to verify the account and subscription.
Users should send cancellation requests before the next renewal date to allow time for processing.
If a cancellation request is received too close to a renewal date and a renewal payment is already processed, the user may contact RugbyAxis to request review. RugbyAxis may consider the timing, payment provider rules, billing status, and applicable law when deciding whether a refund or adjustment is appropriate.
8. Refunds
Subscription fees are generally charged for access to RugbyAxis during the selected billing period.
Unless required by applicable law or approved by RugbyAxis in writing, RugbyAxis does not automatically provide refunds for:
- change of mind;
- unused time in a billing period;
- failure to use the platform;
- cancellation after a renewal has already processed;
- switching to a lower plan;
- account cancellation during a paid period;
- organisation changes, coaching staff changes, season changes, or team changes.
RugbyAxis may consider refund requests on a case-by-case basis.
9. Refunds that may be considered
RugbyAxis may consider a refund or billing adjustment where:
- there was a duplicate payment;
- there was a technical billing error;
- the wrong amount was charged;
- the user was charged after a cancellation request was properly received and processed;
- RugbyAxis is legally required to provide a refund;
- RugbyAxis agrees in writing that a refund is appropriate.
Submitting a refund request does not guarantee that a refund will be approved.
10. Refund method and timing
Where a refund is approved, RugbyAxis may process the refund through the original payment method, the applicable payment provider, bank transfer, credit note, or another method approved by RugbyAxis.
Refund timing may depend on the payment provider, bank processing times, country, currency, and payment method.
RugbyAxis is not responsible for delays caused by banks, payment providers, or third-party financial institutions.
11. Online payment provider rules
Where a subscription is paid through an online payment provider, refunds, reversals, chargebacks, payment disputes, taxes, and payment processing may be subject to the payment provider’s terms, rules, timelines, and processes.
RugbyAxis may need to follow the payment provider’s process before a refund can be completed.
12. Manual organisation billing refunds
For schools, clubs, academies, or organisations that pay manually by quote, invoice, EFT, or written agreement, refund eligibility may depend on:
- the quote or invoice terms;
- the billing period purchased;
- whether access has already been activated;
- whether services have already been provided;
- the renewal or access period;
- any written agreement between RugbyAxis and the organisation;
- applicable law.
Unless otherwise agreed in writing or required by law, manual organisation payments are not automatically refundable once access has been activated for the paid period.
13. Failed payments
If a subscription payment fails, RugbyAxis or its payment provider may retry the payment or notify the user to update payment details.
If payment remains unpaid, RugbyAxis may suspend, restrict, or cancel access to the account or subscription.
For manually billed accounts, RugbyAxis may suspend or restrict access if payment is not received by the due date stated on the quote, invoice, or written agreement.
14. Chargebacks and payment disputes
If a user starts a chargeback or payment dispute, RugbyAxis may suspend or restrict the account while the dispute is investigated.
Users are encouraged to contact RugbyAxis first at info@rugbyaxis.com so that RugbyAxis can review and try to resolve billing concerns before a chargeback or payment dispute is filed.
15. Upgrades
Users may be able to upgrade their RugbyAxis subscription where upgrade functionality is available.
Upgrades may take effect immediately or from the next billing period, depending on the payment provider, billing method, account type, and RugbyAxis account settings.
If an Animator & Playbook account upgrades to a Solo Coach or Organisation plan, the user may be required to confirm that they have the necessary permission, authority, or lawful basis to add and manage player information before player-data modules are enabled.
16. Lower plans and no self-service downgrades
RugbyAxis does not currently offer automatic self-service downgrades between subscription plans.
If a user or organisation wants to move to a lower plan, they may need to cancel their current subscription and subscribe to the lower plan separately.
Access to features, users, teams, player profiles, organisation data, modules, and saved content may change when moving to a lower plan.
Organisation tier changes may require manual review by RugbyAxis. RugbyAxis may approve, decline, or manually process such requests depending on billing status, current data usage, number of teams, number of users, feature usage, and the limits of the requested plan.
Moving from an Organisation account to a Solo Coach account or Animator & Playbook account is not treated as a simple downgrade. It may require cancellation of the Organisation subscription and creation of a new lower-plan account. RugbyAxis is not required to transfer all organisation data into a lower-plan account.
17. Data after cancellation
After cancellation, RugbyAxis may retain account, organisation, team, player, billing, and platform data for a limited period where necessary for legal, billing, accounting, backup, support, security, dispute, or operational purposes.
Users may request account or data deletion by contacting RugbyAxis at info@rugbyaxis.com.
Data deletion requests are handled according to the RugbyAxis Privacy Policy and Data Deletion & Account Deletion Policy.
18. Legal rights
Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be limited or excluded.
Where applicable law gives a user cancellation, refund, cooling-off, or consumer protection rights, RugbyAxis will comply with those rights.
If there is a conflict between this policy and mandatory applicable law, the mandatory applicable law will apply to the extent of the conflict.
19. Changes to this policy
RugbyAxis may update this Refund & Cancellation Policy from time to time.
The updated version will be posted on the RugbyAxis website or platform with a new effective date or updated date.
Where changes are material, RugbyAxis may provide additional notice through the website, platform, or email.
20. Contact RugbyAxis
For cancellation requests, refund requests, billing questions, or subscription support, contact:
RugbyAxis
Email: info@rugbyaxis.com
Website: rugbyaxis.com
Business / legal entity: RugbyAxis (Pty) Ltd