The short version
For a pilot, you pay only on sign-off — so there is normally nothing to refund. You may cancel at any time before sign-off at no cost. If, after payment, a confirmed accuracy defect in the scoped work cannot be corrected, you are refunded for that deliverable. Duplicate or mistaken charges are refunded in full.
How our engagements work
NeoKnova produces bespoke SAP end-user training content as a service. Most first engagements run as a No-Risk Pilot: we build one scoped business process from your own documents, in your brand, and payment falls due only when your nominated reviewer signs it off against acceptance criteria agreed in writing before we build.
Because payment is triggered by your own acceptance, you carry no delivery risk — and in the ordinary course there is no pre-paid amount to refund.
Cancellations
Before sign-off. You may cancel a pilot at any point before you sign off the delivered content, for any reason, at no charge. As no payment is due until sign-off, cancelling beforehand costs you nothing.
Programmes & retainers. For larger role-curriculum programmes or ongoing retainers, cancellation terms are set out in the signed engagement agreement. In general: completed and accepted deliverables are payable; work not yet started is not charged; and any pre-paid retainer balance for services not yet delivered is refunded on a pro-rata basis.
Refunds after payment
Once you have signed off and paid for a deliverable, a refund may still apply in these situations:
- Confirmed accuracy defect. If the delivered content is not accurate to your configured SAP system for the scoped process, we correct it first (see below). If a confirmed accuracy defect cannot be corrected, you are entitled to a refund of the fee for that deliverable.
- Duplicate or erroneous charge. If you are charged twice, or charged in error, we refund the incorrect amount in full.
- Service not delivered. If, after payment, we are unable to deliver the scoped work, you receive a full refund.
Refunds do not apply to matters of preference — tone, styling or wording changes that fall outside the agreed accuracy scope are handled as ordinary revisions, not refunds.
Corrections come first
If your reviewer flags a genuine accuracy item, our first step is always to correct it — for a first pilot, as many rounds as it takes, at no additional charge. Most concerns are fully resolved this way. A refund only arises if a confirmed accuracy defect genuinely cannot be put right.
How to request a refund or cancellation
Email hello@neoknova.com quoting your invoice number and a short description of the issue. We will:
- Acknowledge your request within 2 business days;
- Work with you to correct any accuracy item, or confirm the refund if a correction is not possible;
- Process any approved refund back to your original payment method within 5–10 business days, via our payment processor.
Disputes
If you are unhappy with anything, please contact us first at hello@neoknova.com — the great majority of concerns are resolved quickly and directly. We investigate every dispute, prioritise correcting the work over anything else, and issue a refund where a confirmed accuracy defect cannot be corrected or a charge was made in error.
Card payments are processed securely by our payment provider, Paystack. If a card dispute or chargeback is raised, we will cooperate fully with Paystack and provide the engagement scope, sign-off record and correspondence needed to resolve it fairly.
Payments & currency
Invoices are issued by NeoKnova (Pty) Ltd. Card payments are processed in South African Rand (ZAR) through Paystack; where an invoice quotes another currency, the ZAR amount charged reflects that value at the prevailing rate. Refunds are returned in the same currency and to the same method as the original payment.
Who we are
NeoKnova (Pty) Ltd
Reg 2026/452241/07
St Helena Bay, Western Cape, South Africa
Contact: hello@neoknova.com
Changes to this policy
We may update this policy from time to time; the current version always lives at this address, with the revision date below.
Last updated: July 2026 · Version 1.0