1. Purpose of This Policy
This Cancellation Policy explains the terms under which clients may cancel or terminate their subscriptions, licenses, or service agreements with Ruka. It covers all Ruka products including SmartChat, SmartBook, SmartTrack, SmartNudge, SmartHealth, and future offerings. Acceptance occurs upon subscription or service use, binding users to this policy alongside the Terms & Conditions and Privacy Policy.
2. General Principles
Ruka offers subscription and contract-based services. All cancellation requests must be submitted in writing to legal@ruka.africa or through the Ruka client portal.
3. Subscription Services (Month-to-Month Plans)
Monthly subscribers may cancel with 30 days' written notice before the next billing cycle. Service continues through the paid period. No pro-rata refunds are issued for unused days. Cancellations submitted after a renewal date apply to the following cycle. Written confirmation from support serves as official proof of termination.
4. Fixed-Term Contracts (Quarterly or Annual Agreements)
Early termination of a fixed-term contract incurs fees equal to the remaining contract balance or as otherwise specified in the agreement. Ruka may also recover the value of any discounts, setup costs, or benefits extended. Clients must submit cancellation requests at least 60 days before the renewal date to prevent automatic renewal. Prepaid amounts are non-refundable unless required by law.
5. Custom or Project-Based Services
A non-refundable 50% deposit is required before work commences. Client-initiated cancellations after work has begun will not receive refunds. Cancellations by mutual agreement may result in partial refunds at Ruka's sole discretion, based on the proportion of work completed. Ruka retains all intellectual property and work-in-progress until full payment is received.
6. Refund Eligibility
Refunds under this policy apply only to:
- Duplicate billing arising from a Ruka system error
- Overpayment resulting from an administrative error
- Verified technical failures preventing service delivery for 15 or more consecutive days
Requests must be submitted within 14 days of the billing date. Approved refunds are processed within 30 business days via the original payment method.
7. Cancellation by Ruka
Ruka may suspend or terminate services immediately for:
- Unmet payment obligations
- Breach of the Terms & Conditions
- Fraudulent, illegal, or unethical activity
- Service use that poses a risk to Ruka's systems or other clients
In such cases, Ruka retains all fees paid and has no refund obligation.
8. Data Retention After Cancellation
Client data remains accessible for 30 calendar days following termination. After this period, permanent deletion may occur. Clients are responsible for exporting their data before cancellation. Ruka assumes no liability for data loss after the retention period has elapsed.
9. Reinstatement of Services
Reactivating a cancelled account may incur fees and will require settlement of any outstanding amounts. Data recovery after deletion is not guaranteed and may involve additional costs.
10. Cooling-Off Period (Online Purchases)
In compliance with the Electronic Communications and Transactions Act (ECTA), first-time online subscribers may cancel within 7 calendar days of activation provided that:
- No paid or custom setup work has commenced
- No significant platform usage has occurred
Approved refunds under this provision are issued minus any payment processing charges. This cooling-off period does not apply to renewals, upgrades, or enterprise contracts.
11. Policy Updates
Ruka may revise this policy at any time. The current version will always appear on the website. Continued use of services constitutes acceptance of any amendments.
12. Contact Information
Legal Department – Ruka (Pty) Ltd
Email: legal@ruka.africa
Location: Johannesburg, South Africa
13. Governing Law
South African law governs this policy. Disputes are resolved per the arbitration provisions in Ruka's Universal Terms & Conditions.