Refunds and cancellation
Version 1.0 · Effective 18 August 2026
When you can stop, what happens to money already paid, and the cases where we do refund.
This page restates what the Terms of Service already say, in one place. Where the two could be read differently, the Terms are the agreement.
Panorithm is sold to companies, not to consumers. Every customer is a registered business buying software for its own operations, so the cooling-off right the Consumer Protection Act gives a consumer does not apply here. What applies is this page and the Terms.
1. Cancelling
- You may stop at any time, with one month's notice. Email obakengm@mammrlla.com from the account holder's address and the notice runs from the day we receive it. There is nothing to cancel in an app and no retention call to sit through.
- You keep working normally through the notice month, and it is invoiced as usual. Fees already paid are not refunded. (Terms, clause 12.)
- We may end it on the same one month's notice, or immediately if the Terms are seriously breached.
- On ending, what we hold is deleted within thirty days. Ask before then and we export it to you first.
2. What is not refundable, and why
- Seats already paid for. Platform fees are payable in advance, monthly or annually. A month or a year already begun is not refunded in part.
- A diagnostic once the reading has started. It is invoiced when it is booked because the work is the reading, and the findings report is yours whether or not you build anything afterwards.
- A build fee once work has begun. Build fees are quoted separately and paid up front, because we commit people to the build. (Terms, clause 7.)
- Model usage already incurred. It is billed to us by the providers on our subprocessor list and passed on in arrears at what it cost, itemised per person. We cannot unspend it.
3. What we do refund
- A build fee where we have not started. If you cancel a quoted build before any work on it has begun, it comes back in full.
- The unused part of the month, if we change the Terms and you would rather not accept it. We give every account holder at least fourteen days' notice of a change. You may end the agreement without notice in that window, and we refund the unused part of the month. (Terms, clause 13.)
- Anything we charged in error. A duplicate payment, a seat billed after you removed the person, an agent fee that started before the agent was live. Tell us and we correct it — an agent's monthly fee begins the day it is live and working, never the day it was ordered.
- A failed or unrecognised payment. Write to us before disputing it with your bank. We can usually see what happened the same working day.
4. How a refund is paid
To the card or account it was paid from, never to a different one, within ten working days of us agreeing it. Card refunds then take whatever your bank takes to show them. We refund in rand, the currency it was charged in. Fees exclude VAT unless stated otherwise, and a refund carries back the VAT that was charged on it.
5. Suspension is not cancellation
An account unpaid for thirty days may be suspended. Suspension stops access; it does not delete your data and it does not end the agreement or the notice you still owe. Pay the arrears and it comes back as it was.
6. Asking
One address, answered by a person, same working day: obakengm@mammrlla.com, or +27 73 850 7252. We would rather settle a disagreement about an invoice in a phone call than through a chargeback, and will always try that first.
MAMMARELLA (PTY) LTD (2021/684969/07), 6 Calders Road, Bedfordview, Johannesburg, Gauteng, 2008, South Africa.