RugbyAxis Refund & Cancellation Policy
1. Introduction
This Refund & Cancellation Policy explains how RugbyAxis handles subscription cancellations, renewal billing, and refund requests.
RugbyAxis is operated by Apex Leads (Pty) Ltd, trading as RugbyAxis. RugbyAxis subscriptions sold through online checkout provide access to the RugbyAxis self-service SaaS software platform.
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 Paddle or another approved payment provider to process online subscription payments.
Where Paddle is used, Paddle acts as the Merchant of Record for the transaction. Paddle may process payment information, manage recurring billing, issue receipts or invoices, calculate applicable taxes, and handle supported payment methods according to Paddle’s own terms and policies.
RugbyAxis does not store full card numbers or complete payment credentials on its own systems.
4. Refund eligibility
For subscriptions purchased online through Paddle, refund eligibility follows Paddle's own Refund Policy, available at paddle.com/legal/refund-policy, since Paddle acts as the Merchant of Record for these transactions. RugbyAxis does not offer refund terms that are more generous than what Paddle's policy provides for Paddle-processed transactions, and refund eligibility may vary by country and by whether a transaction is an original purchase or a subscription renewal.
For manually billed subscriptions (paid by quote, invoice, or EFT, and not processed through Paddle), RugbyAxis applies a 14-day refund window from the original transaction date, reviewed on a case-by-case basis. Renewal charges for manually billed subscriptions are not automatically covered and are also reviewed on a case-by-case basis.
5. How to request a refund
To request a refund, customers should contact RugbyAxis by email at:
A refund request should include:
- account email address;
- full name;
- organisation name, where applicable;
- subscription plan;
- transaction date or invoice reference, where available.
For online payments processed by Paddle, customers may also contact Paddle support using the details shown on the Paddle receipt or checkout communication.
6. Refund method and timing
For online payments processed by Paddle, approved refund requests are processed by Paddle back to the original payment method where available.
For manually billed payments, RugbyAxis processes refunds using an appropriate payment method agreed with the customer or organisation.
Refund timing depends on Paddle, the customer’s bank, payment method, country, currency, and normal banking processing times.
7. How to cancel a subscription
Subscriptions billed through Paddle self-service can be cancelled directly inside the RugbyAxis platform, from the Billing tab under Edit My Profile. This is available to the Organisation Owner on an Organisation account, or the account holder on an Animator & Playbook or Solo Coach account.
Manually billed subscriptions (paid by quote, invoice, or EFT) do not have an in-platform cancellation control. To request cancellation of a manually billed subscription, users may contact RugbyAxis by email at:
For subscriptions processed by Paddle, customers may also be able to manage or cancel their subscription using the “View receipt”, “Manage subscription”, or support link provided in Paddle’s transaction confirmation email, receipt, or billing communication.
A cancellation request sent by email 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 information needed to verify the account owner or authorised organisation representative before processing a cancellation request.
8. Effect of cancellation
Cancellation is end-of-period: it stops future renewal billing, and access continues until the end of the current paid billing period. Cancelling a subscription does not itself produce a refund for the current or any prior billing period.
Before the current paid billing period ends, a subscription cancelled in-platform can be resumed at any time using the same Billing tab, which reverses the cancellation and allows the subscription to continue renewing as normal. Once the current paid billing period ends and the subscription has actually cancelled, it can no longer be resumed, and a new subscription would need to be started separately.
A customer who wants a refund should contact RugbyAxis or Paddle as described in this policy. Refund eligibility, including any applicable time window, is described in Section 4 above.
9. 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 before the next billing cycle.
10. 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.
Refund requests for manually billed subscriptions are handled as described in Section 4 above.
For manually billed accounts, access may only be activated once payment is confirmed, unless RugbyAxis agrees otherwise in writing.
11. Failed payments and payment issues
If a recurring payment fails, RugbyAxis or its payment provider may retry payment, notify the user, request updated payment information, or suspend or restrict access until payment is resolved.
Users are responsible for keeping payment details current where recurring billing is active.
12. Upgrades and lower-plan subscriptions
RugbyAxis may allow users or organisations to upgrade to a higher plan.
RugbyAxis does not currently offer automatic self-service downgrades between subscription plans. A user or organisation that wants to move to a lower plan may need to cancel the current subscription and subscribe to a lower plan separately.
Feature access, team limits, user limits, player profile limits, organisation data, and saved content may change when moving to a different plan.
13. Chargebacks and disputes
If a user or organisation believes a payment is incorrect, they should contact RugbyAxis at info@rugbyaxis.com or Paddle support promptly so the issue can be reviewed through the correct payment process.
Chargebacks, reversals, and payment disputes may be handled by Paddle, the card network, payment provider, bank, or relevant payment institution.
14. Account access after cancellation or refund
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.
If a refund is processed, RugbyAxis may end, restrict, or adjust access to the paid subscription linked to the refunded transaction.
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.
15. Legal rights
Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be limited or excluded.
If applicable law gives a user additional cancellation, refund, cooling-off, or consumer protection rights, RugbyAxis will comply with those rights.
16. 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.
17. Contact RugbyAxis
For cancellation requests, refund requests, billing questions, or subscription support, contact:
RugbyAxis
Email: info@rugbyaxis.com
Website: rugbyaxis.com
Business / legal entity: Apex Leads (Pty) Ltd trading as RugbyAxis