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This Cancellation Policy explains the terms under which clients may cancel or terminate their subscriptions, licenses, or service agreements with Ruka.
Effective Date: 1 October 2025
Company: Ruka (Pty) Ltd (“Ruka”, “we”, “us”, “our”)
Website: https://www.ruka.co.za
Email: legal@ruka.africa
This Cancellation Policy explains the terms under which clients may cancel or terminate their subscriptions, licenses, or service agreements with Ruka. It applies to all Ruka products and platforms, including but not limited to SmartChat, SmartBook, SmartTrack, SmartNudge, SmartHealth, and any current or future Ruka products and services. By subscribing to or using Ruka's Services, you agree to be bound by this Cancellation Policy in conjunction with our Terms & Conditions and Privacy Policy.
Ruka provides subscription-based and contract-based software and services. Cancellations are subject to the conditions below, depending on the nature of the service purchased. All cancellation requests must be submitted in writing to legal@ruka.africa or through the official Ruka client portal.
Clients on monthly recurring subscription plans (for example, SmartChat Standard, SmartTrack Lite, etc.) may cancel at any time by giving at least 30 days' written notice before the next billing cycle. The service will remain active until the end of the paid billing period. No partial or pro-rata refunds will be issued for unused days or features. Cancellations received after the renewal date will apply to the following billing cycle. To ensure clarity, written confirmation of cancellation from Ruka's support team will serve as official proof of termination.
Where a client has entered into a fixed-term contract (for example, a 12-month or multi-user enterprise license): Cancellations before the contract end date are subject to early termination fees equal to the remaining balance of the contract term or as otherwise stated in the signed agreement. Ruka reserves the right to recover discounts, setup costs, or other benefits granted as part of the original contract if early termination occurs. Clients may request cancellation at least 60 days before the renewal date to avoid automatic renewal. Any prepaid amounts are non-refundable unless otherwise required by law.
For custom development, integrations, or once-off projects (including implementation, design, or consultancy work): A non-refundable deposit (typically 50%) is required before commencement. Once work has begun, no refunds will be issued for cancellations initiated by the client. If a project is cancelled by mutual agreement, Ruka may issue a partial refund based on the proportion of work completed, at its sole discretion. All intellectual property and work-in-progress remain the property of Ruka until full payment is received.
Refunds will only be issued in the following limited cases: Duplicate billing caused by a Ruka system error. Overpayment resulting from administrative error. A valid technical failure on Ruka's systems that prevents service delivery for more than 15 consecutive days, verified by Ruka's technical team. Refund requests must be submitted within 14 days of the billing date. Approved refunds will be processed within 30 business days via the original payment method.
Ruka reserves the right to suspend or terminate a client's access or agreement immediately if: Payment obligations are not met. There is a breach of the Terms & Conditions or this policy. Fraudulent, illegal, or unethical activity is detected. Continued use of the service poses a risk to Ruka's systems or other clients. In such cases, Ruka may retain all fees paid up to the date of termination without obligation to refund.
Upon cancellation or termination: Client data will remain accessible for 30 calendar days following the termination date. After this period, all stored data may be permanently deleted from Ruka's systems. Clients are responsible for exporting or backing up their data before cancellation. Ruka will not be liable for any loss of data after the retention period expires.
If a client wishes to reinstate a cancelled account, Ruka may charge a reactivation fee and require settlement of any outstanding amounts. Data recovery after deletion is not guaranteed and may incur additional costs if technically feasible.
In compliance with the Electronic Communications and Transactions Act (ECTA), first-time online subscribers who purchase a Ruka Service directly through the website may cancel within 7 calendar days of activation, provided that: No paid or custom setup work has commenced. No significant usage of the platform has occurred. In such cases, Ruka will refund the subscription fee minus any applicable processing charges. This clause does not apply to renewals, upgrades, or enterprise contracts.
Ruka may update or amend this Cancellation Policy from time to time. The latest version will always be available on the Ruka website. Continued use of Ruka's Services after any such update constitutes acceptance of the revised policy.
For all cancellation or refund inquiries, please contact:
Legal Department – Ruka (Pty) Ltd
Email: legal@ruka.africa
Location: Johannesburg, South Africa
This Cancellation Policy is governed by the laws of the Republic of South Africa. Any disputes shall be resolved in accordance with the arbitration provisions set out in Ruka's Universal Terms & Conditions.