Refund & Cancellation Policy
How cancellations, refunds and payouts work across the platforms operated by Stoked Global (Pty) Ltd.
1. What this policy covers
This policy covers two kinds of payments made on our platforms (including Pulse Studio, SmrtContacts, SmrtLedger and SmrtIncident):
- Fees paid to Stoked Global — subscriptions and service fees for our platforms.
- Payments from a business's customers or members — for example a studio member paying for a class or membership — whether those funds settle directly with the business or are collected by Stoked Global and paid out to the business.
2. Free trials
Where a platform offers a free trial, no payment details are required to start it and nothing is charged during the trial. If you don't convert to a paid subscription, the account simply lapses.
3. Cancelling a subscription
You can cancel a subscription at any time — from within the relevant portal where the platform supports it, or by emailing hello@stokedglobal.co.za. No reason, no penalties, no minimum term. Cancellation takes effect at the end of the current billing cycle: you keep access for the period you've paid for, and you are not billed again.
4. Refunds on subscription payments
Subscriptions are billed in advance in South African Rand. We do not refund the unused portion of a billing period that has already started. We do issue a full refund where:
- you were charged after cancelling;
- you were charged twice for the same period; or
- a technical issue on our side materially prevented you from accessing the service during a billing period.
If you believe you were charged in error, contact us within 30 days and we will investigate and correct it. Nothing in this policy limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.
5. Payments from customers or members to a business
When you pay a business through one of our platforms — for example a class, membership or invoice — the sale is between you and that business. The business sets its own pricing, cancellation rules and refund conditions, and your first point of contact for a refund is the business itself.
Depending on the platform and configuration, funds flow in one of two ways:
- Directly to the business. The payment settles into the business's own payment account. Stoked Global holds no funds, and any refund is issued by the business.
- Collected by Stoked Global and paid out. Stoked Global may collect the payment into our own account on the business's behalf and pay the business out on an agreed schedule. The business's refund rules still apply; where a refund is approved, Stoked Global processes it back to your original payment method. If the funds have already been paid out to the business, we may recover the amount from the business or set it off against future payouts.
If you cannot resolve a refund with the business, contact us at hello@stokedglobal.co.za and we will assist where we are able to.
6. How refunds are paid
Approved refunds are returned to the original payment method through the same payment provider. We process approved refunds within 5 business days; depending on your bank, it may take a further 3–10 business days to reflect.
7. When access begins
Our services are delivered digitally. Access begins as soon as payment is confirmed — there is no physical delivery.
8. Complaints
If you are unhappy with how a refund request was handled, reply to any of our emails and ask for it to be escalated. We aim to acknowledge complaints within 2 business days and to resolve them within 15 business days.
9. Changes to this policy
Updates to this policy take effect when published on this page. If we make material changes, we will notify affected account holders by email or via the relevant portal.
10. Company information
Stoked Global (Pty) Ltd
Registration number: 2025/056276/07
19 Venus Street, Atlasville, Boksburg, Gauteng, South Africa
Telephone: 082 491 0955
Email: hello@stokedglobal.co.za