1. Scope
This Policy applies to paid Privy Rewards customer memberships supplied by CGH VENTURES (PTY) LTD. It forms part of the Customer Terms of Use. If this Policy conflicts with mandatory law, the law applies.
2. Plans, prices and benefits
Available plans, prices, billing intervals and included membership features are shown in the app and checkout before payment. Prices are in South African rand and include applicable taxes unless checkout clearly states otherwise. We will not charge a fee that was not disclosed before you authorised the transaction.
A plan provides access to its eligible Platform features and available Partner offers. It does not guarantee that a particular Partner, branch, item or offer will remain available throughout a billing period. Offer-specific conditions, stock, trading hours and eligibility still apply.
3. Reviewing and placing an order
Before authorising payment, you must be able to review the selected plan, total charge, billing interval, recurring-renewal basis and any immediate plan-change consequence. You can correct a mistake by returning to the plan selection or abandon checkout before payment.
Payments are currently processed by Paystack. Privy Rewards does not store full card details. The payment provider may apply its own security and payment-processing terms.
4. Activation and service start
Paid access starts only after our systems verify successful payment. A pending, abandoned, failed, reversed, disputed or unverified payment does not activate new paid access.
Activation is normally prompt after verification but may be delayed by network, payment-provider or security checks. If you are charged and paid access is not activated, contact support. We will investigate and provide the activation, correction, refund or other remedy required by the circumstances and applicable law.
A free trial or introductory offer applies only if the app or checkout expressly states its duration, included benefits, price after the trial, renewal date and cancellation deadline. Creating an account alone does not authorise recurring billing.
5. Automatic renewal
Unless you cancel, a recurring membership renews at the end of each paid period using the authorised payment method. The app or checkout must disclose the billing interval and amount before the first charge. Your account should show the expected paid-through or renewal date.
A renewal may be processed shortly before or on the displayed renewal date depending on the provider’s processing window. We will not materially increase the recurring price without reasonable advance notice and any fresh authorisation required by law.
6. Statutory cooling-off rights
Where section 44 of the Electronic Communications and Transactions Act applies, a consumer may cancel an electronic transaction for services without reason and without penalty within seven days after the agreement is concluded and is entitled to a full refund within 30 days after cancellation.
That statutory cooling-off right does not apply to a service that began with the consumer’s consent before the seven-day period ended. If checkout offers immediate access and asks you to request that the service begin immediately, the request and acknowledgement must be clear and recorded. If no valid immediate-service consent was obtained, we will not treat ordinary Platform use alone as removing an applicable section 44 right.
If you entered the agreement because of direct marketing, a separate five-business-day cooling-off right under the Consumer Protection Act may apply. Other cancellation rights may arise if legally required electronic-transaction information or review controls were not provided. These statutory rights are not replaced by our ordinary cancellation rules.
To exercise a cooling-off right, email support@privyrewards.co.za with the account email, transaction date and a clear cancellation request. We may verify your identity but will not require a reason where the law gives a no-reason right.
7. Cancelling renewal
You may cancel renewal at any time before the next charge using the cancellation control in your account. If you cannot access it, email support from your account address. We will not require a phone call or impose an artificial notice period to stop the next monthly renewal.
Ordinary cancellation takes effect at the end of the already-paid period. You keep eligible access until the displayed paid-through date and no further renewal should be charged. Cancelling does not ordinarily create a pro-rata refund for time you choose not to use, but statutory rights and the exceptions in clause 12 remain available.
If a charge occurs after a properly completed cancellation that should have stopped it, tell us promptly. Once verified, we will reverse or refund the incorrect charge.
8. Downgrades
A downgrade is scheduled for the end of the current paid period. You keep the current plan until then and are charged for the lower plan only when the next period begins. The app should show the effective date and new recurring amount before confirmation.
You may cancel the scheduled downgrade before it takes effect where that control is available. This keeps the current plan and its renewal basis, subject to any separately disclosed price change.
9. Immediate upgrades
Before you authorise an immediate upgrade, checkout must conspicuously show:
- the amount charged now and recurring amount;
- when the higher plan and new billing period start;
- that the current lower plan will end when the upgrade activates; and
- whether and how unused lower-plan value is credited.
If that information was not displayed clearly, contact support. We will investigate and, where appropriate, reverse the upgrade, restore the earlier paid-through position, apply a fair credit or provide another remedy required by law.
10. Failed, reversed and disputed payments
If a payment fails or cannot be verified, the new plan or renewal may not activate. Existing access may continue only until its paid-through date or any clearly communicated grace period. We may ask you to retry checkout or use another payment method.
If a payment is later reversed or lawfully charged back, we may correct the associated entitlement and account records. We will not restrict access for an unrelated or genuinely disputed amount without reasonable grounds and an opportunity to clarify it, except where urgent security action is justified.
11. Price and plan changes
We may change a plan, recurring price or included Platform feature prospectively for legitimate legal, operational or commercial reasons. A price increase or material reduction affecting an existing recurring membership will be communicated reasonably in advance and before the affected renewal. Where fresh consent is required, we will obtain it before charging the new amount.
You may cancel before the changed renewal. A change does not retrospectively alter a completed transaction or remove a statutory right. Partner offers remain subject to the separate availability rules in the Customer Terms.
12. Refunds and billing remedies
We will provide a refund, reversal, credit or other remedy where required by law. This includes, where applicable:
- a valid statutory cooling-off cancellation;
- a duplicate, unauthorised or incorrect charge;
- a charge taken after an effective cancellation;
- failure to activate or provide the paid Platform service within the legally or contractually required period;
- a material service failure for which refund or another remedy is required; or
- another case we approve after a fair review.
Ordinary non-use, forgetting to cancel, missing an offer or the unavailability of one particular Partner or offer does not automatically create a refund right where the paid Platform service remained materially available. We will still consider the full facts and any mandatory consumer right.
Fraud or intentional misuse may justify denying a discretionary refund, correcting an entitlement or terminating access after a fair review. It does not remove a refund that the law independently requires or permit us to retain an unrelated incorrect charge.
13. Requesting a refund or correction
Email support@privyrewards.co.za from the account address where possible. Include the transaction date, amount, account email, reason and relevant supporting information. Do not email full card numbers or card security codes.
We may verify identity and payment references, ask the provider for records and temporarily restrict a disputed entitlement while preventing further incorrect billing. We will communicate the outcome and reason. An approved refund is returned to the original payment method where practical. Provider and bank processing times are outside our direct control, but statutory refund deadlines still apply to us.
14. Partner offers
The membership fee buys access to the applicable Privy Rewards plan; it is not prepayment for a fixed amount of food, products or Partner discounts. Partners remain responsible for their goods, services, premises and valid application of a verified offer. If a Partner fails to honour a valid offer, report it promptly so we can investigate and apply the appropriate Platform or consumer remedy.
15. Misuse and account enforcement
We may proportionately pause or end access for proven fraud, intentional QR or account sharing, false redemptions, payment manipulation or another material breach, following the process in the Customer Terms. Any financial consequence must be reasonable, evidence-based and permitted by law.
16. Account deletion
Cancellation stops future renewal but keeps the account and already-paid access until the paid-through date. A verified account-deletion request closes access and starts the deletion or de-identification process described on the Account Deletion Request page.
A full deletion request will also be treated as a request to stop future renewal unless you clearly tell us otherwise and the law permits the account to remain billable. Deleting an account during a paid period may cause immediate loss of access and does not by itself create a pro-rata refund, subject always to statutory rights and clause 12.
17. Contact
For billing, cancellation, cooling-off, plan-change or refund support, email support@privyrewards.co.za. Supplier details and complaint options are in the Customer Terms.