Refund Policy

1. Who this policy covers

This policy applies when you buy a product or service directly from Sportivo: a Club Management, School Sport & Culture or League Management subscription, a Competition Hub package, a video-analysis coding licence, or a per-match analysis report.

It applies regardless of how you pay. You can pay by EFT, Visa, Mastercard, PayPal or Wise; card and online payments are processed by Peach Payments, Stripe, Wise and PayPal. An order placed on our website is a request for an invoice, and you pay that invoice by one of these methods.

Where Sportivo processes payments on behalf of another organisation — for example, a club or school collecting fees from its own members through the Sportivo platform — section 10 applies instead.

2. Try before you buy

Sportivo offers a free 2-week trial for clubs, and demonstrations for schools, leagues and competition organisers. No payment details are taken for a trial and nothing is charged. We encourage every organisation to trial or see the platform before subscribing — this is your opportunity to confirm Sportivo fits your needs, and it is why our refund terms after purchase are limited.

3. Subscriptions

3.1 Monthly subscriptions

• You may cancel at any time. Cancellation takes effect at the end of the current billing month.
• You keep full access until the end of the period you have paid for.
• We do not refund the remaining part of a billing month already paid for.

3.2 Annual subscriptions

• A new annual subscription may be cancelled for a full refund within 14 days of payment, provided the platform has not been substantially used in that time (for example, live fixtures published or member data loaded for regular use).
• We will remind you by email before an annual subscription renews. A renewal charge may be refunded in full if you ask within 14 days of the charge and the platform has not been used since renewal.
• Outside these windows, annual fees are not refunded, but you keep access until the end of the paid year.

4. Competition Hub

Competition Hub refunds depend on how your competition is created. There are two routes, set out below by setup type.

4.1 Managed competition packages

Where Sportivo’s team sets up and configures your competition for you, our work begins before your event does. Refunds work on a sliding scale tied to your competition start date:

4.2 Self-service competitions

Where you create and configure a competition yourself on the platform — sporting or cultural — with no setup work by Sportivo, the sliding scale above does not apply. Instead, in line with standard practice on self-service event platforms:

• The competition fee is refundable in full within 14 days of payment, provided the competition has not been published — no public page live, no entries or team registrations received, and no fixtures issued.
• Once the competition is published or the first entry is received, the fee is not refundable.
• If you cancel an unstarted competition after publishing, we will on request credit the full fee toward a future competition, valid for 12 months.

Whichever route applies:

If Sportivo cancels or is unable to deliver the service or platform, you receive a full refund regardless of timing. If your competition is postponed rather than cancelled, we will move your package to the new dates at no charge.

5. Coding licences

• A coding licence may be cancelled for a full refund at any time before it is activated (first login and first match coded).
• Once a licence has been activated, the current licence period is not refundable.
• Multi-licence purchases: unactivated licences in a bundle may be refunded pro rata within 30 days of purchase.

6. Match analysis reports

• If we cannot access or use your footage — broken link, corrupted file, missing permissions, or footage quality too poor to code — we will tell you within the turnaround time we give you when we receive your footage — normally 24 hours — and you may choose a full refund or to resubmit.
• Once analysis work has begun on usable footage, the fee is not refundable.
• If a delivered report has a material error — wrong match, wrong team, or missing sections you paid for — we will correct and redeliver it first. If we cannot put it right, we will refund the fee.
• A report that is accurate but not what you hoped to learn is not refundable; the “what do you want to learn from this match” field on the upload form exists so we get this right before we start.

7. Billing errors and duplicates

Duplicate charges, charges after a confirmed cancellation, and amounts billed in error are refunded in full, without conditions, as soon as they are verified. This section overrides everything else in this policy.

8. How refunds are paid

• Refunds are paid to the original payment method — EFT refunds to the originating bank account; card refunds to the original card; PayPal and Wise refunds to the originating account.
• Refunds are made in the currency you paid in, for the amount you paid. Sportivo does not adjust for exchange-rate movements, and any bank or foreign-exchange charges on an international refund are for the customer's account.
• We acknowledge refund requests within 2 business days, decide within 5 business days, and approved refunds are paid within 10 business days of the decision.
• To request a refund, email accounts@sportivo.app with your organisation name, invoice or payment reference, and the reason for the request.

9. Your statutory rights

Nothing in this policy limits any rights you have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or other applicable law, including any cooling-off rights that may apply to electronic transactions. Where this policy and the law differ, the law applies.

10. Payments collected on behalf of organisers

Where the Sportivo platform is used by a club, school, union or other organisation to collect subscriptions, registrations or fees from its own members, that transaction is between the member and the organiser. The organiser sets the price and the refund terms for those payments, and these are shown during the registration or payment process.

• Refund requests for organiser-collected payments must go to the organiser.
• Where Sportivo processes a refund on an organiser's instruction, Sportivo's processing fee is not refunded, and any bank charges on the refund may be deducted.
• Sportivo may, at its sole discretion, assist in mediating a dispute, but is not a party to the transaction.

11. Changes to this policy

We may update this policy from time to time. The version on our website at the time of your purchase is the one that applies to that purchase. Material changes will be flagged on the website and, for active subscribers, by email.