This policy explains how to cancel your PetSec subscription, return a tag, and request a refund. It applies to purchases from PETSEC (PTY) LTD (reg. 2026/330801/07) and is read together with our Terms of Service. Your rights under South Africa's Consumer Protection Act, 2008 (CPA) and Electronic Communications and Transactions Act, 2002 (ECTA) are not limited by anything below.
1. Cancelling your subscription
- You can cancel any time from the app: Settings → Subscription → Cancel.
- Cancellation stops the next monthly charge. Your subscription stays active until the end of the period you've already paid for, then lapses.
- Because the subscription is billed monthly in advance for a service that runs all month, we do not pro-rate or refund part-months. You keep full access until the paid period ends.
2. The free first month
Your first month after activating your first tag is free. If you cancel during the free month, you're never charged for the subscription at all.
3. Returning a tag — cooling-off period
Because PetSec tags are bought online, you have a 7-day cooling-off right under ECTA section 44. You may return an unused tag within 7 days of delivery for a full refund of the tag price, for any reason. You cover the cost of returning it.
- The tag must be unused and undamaged, with its packaging, and not yet activated on the network.
- We refund the tag price within 30 days of receiving the returned tag.
- The original outbound delivery cost (if any was charged) is included in the refund; the return shipping is yours.
4. Faulty or defective tags
Under the CPA you're entitled to goods that work as intended. If a tag is faulty on arrival or fails through no fault of yours within 6 months, contact us and we'll repair, replace, or refund it at no charge — your choice, per section 56 of the CPA. This does not cover physical damage, water ingress after the case has been opened, or normal battery depletion.
5. Battery replacement
The coin-cell battery is a consumable and is not covered as a fault. When it runs down you can replace it yourself (at your own risk to the tag's water resistance) or order a new tag at the standard price. See the in-app guidance.
6. Tag price & what's charged
Tags are R299 each, charged once at order time. The subscription (R49 first pet, R29 per additional pet, per month) is separate and starts after your free first month. There are no hidden or recurring charges beyond what's shown at checkout.
7. How to request a refund or return
- Email refund@petsec.co.za with your order number (or the phone number on your account) and what you'd like to return or refund.
- We'll reply with return instructions and confirm the refund amount before you ship anything back.
- Refunds are made to your original payment method via PayFast.
8. Processing time
Once a refund is approved, we process it within 30 days. The time for the money to reflect in your account depends on PayFast and your bank.
9. Contact
hello@petsec.co.za · PETSEC (PTY) LTD, reg. 2026/330801/07, Centurion, Gauteng, South Africa.