Refunds, Returns and Cancellations

Last updated: 21/06/2026

About this policy. This page summarises how refunds, returns, and cancellations work at ManyHands. It forms part of, and should be read with, the Terms of Service. Where there is any conflict, the Terms of Service prevail. Clauses that limit our liability or place risk or obligations on you are highlighted in bold and you must read them carefully. Nothing on this page reduces the statutory rights you have as a "consumer" under the Consumer Protection Act, 68 of 2008 ("CPA").

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1. Two kinds of payment to keep separate

ManyHands handles two different kinds of payment, and the refund rules differ for each:

1.1. Subscription Plan fees — what you pay ManyHands each month (or each billing period) for access to Manny and the Platform. These are paid to ManyHands. Section 2 below applies.

1.2. Authorised Purchases — what Manny spends on your behalf at Merchants, using your Virtual Card (funded just-in-time from your registered Payment Method). These are paid to the relevant Merchant. Section 3 below applies.

This split matters because the legal relationship is different in each case. For Subscription Plan fees, ManyHands is the supplier. For Authorised Purchases, the Merchant is the supplier — ManyHands acts as your appointed agent (mandatary) to procure the goods or services on your behalf.

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2. Refunds on Subscription Plan fees

2.1. The general rule

2.1.1. Subscription Plan fees, once paid for the current billing period, are non-refundable, except (i) where required by law (including the CPA), (ii) where we have materially failed to provide the Service for a substantial part of the billing period, or (iii) in our sole discretion as a goodwill gesture.

2.1.2. You remain entitled to use Manny for the remainder of the current billing period after cancellation.

2.2. Cancelling your Subscription Plan

2.2.1. You may cancel your Subscription Plan at any time via the Platform, by emailing billing@manyhands.co.za, or by asking Manny.

2.2.2. Cancellation takes effect at the end of the current billing period (or at the end of your free Trial, if you cancel during the Trial). You will not be charged for the next period.

2.2.3. You remain liable for Authorised Purchases initiated before cancellation.

2.3. The free Trial

2.3.1. New users may be offered a free Trial (currently 10 days). The Trial is non-transferable and limited to one per user (or per phone number / Payment Method).

2.3.2. The Trial converts automatically into a paid Subscription Plan at the end of the Trial unless you cancel before the Trial ends. When you start a Trial, you authorise ManyHands to debit your Payment Method for the applicable Subscription Plan price at the end of the Trial.

2.4. Material failure of the Service

2.4.1. If we materially fail to provide the Service for a substantial part of the billing period (for example, the Platform is unavailable for an extended period due to our fault), you may be entitled to a pro-rata refund or credit. Please contact billing@manyhands.co.za with the detail and we will assess in good faith.

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3. Refunds and returns on Authorised Purchases

3.1. Where your rights vest

3.1.1. Where a Merchant fails to deliver an Authorised Purchase, delivers materially the wrong goods or services, or otherwise breaches its supply contract, your primary rights and remedies vest against that Merchant under the CPA, applicable law, and the Merchant's own terms.

3.1.2. ManyHands is not the supplier of the goods or services Manny procures on your behalf. ManyHands will, however, provide reasonable agentic assistance to you to enforce those rights — including by communicating with the Merchant, logging refund and return requests on your behalf, and (where applicable) initiating payment-card chargebacks.

3.2. CPA cooling-off — 7 days

3.2.1. If you are a "consumer" as defined in the CPA and you enter an electronic transaction within the meaning of section 44 of the CPA, you have the right to cancel that transaction within 7 days of delivery or conclusion, subject to the exclusions in section 44 of the CPA. Typical exclusions include goods made or customised to your specification, perishables (e.g. groceries), and certain digital downloads.

3.2.2. You exercise this right against the relevant supplier (ManyHands for the Services, the Merchant for the Authorised Purchase). Where you wish to exercise CPA cooling-off in respect of an Authorised Purchase, please tell Manny or email billing@manyhands.co.za and we will pass the request to the Merchant on your behalf within 1 business day.

3.3. How to ask for a refund or return on an Authorised Purchase

3.3.1. The fastest way is to tell Manny. Manny will look up the order, identify the right Merchant process, and help you start a refund or return request.

3.3.2. You can also email refunds@manyhands.co.za with the order ID, the Merchant, and a short description of the issue.

3.3.3. Where the Merchant approves the refund, the funds will be credited back to the Virtual Card and onward to your registered Payment Method as soon as the Merchant releases them. Bank-clearing times vary by Payment Method but are typically 3–10 business days.

3.4. When ManyHands accepts responsibility (Manny mistakes)

3.4.1. Manny is an AI agent and can make mistakes. Subject to our obligations under the CPA and other applicable law, and subject to the cap in clause 23 of the Terms of Service, ManyHands accepts responsibility for losses caused by a material error or omission by Manny acting within your mandate, where the error was caused by our gross negligence or wilful misconduct.

3.4.2. If Manny commits a material error in executing an Authorised Purchase (e.g. orders the wrong item, the wrong quantity, ships to the wrong address that Manny had on file), we will:

3.4.2.1. work with the relevant Merchant to correct the order;

3.4.2.2. where the order cannot be corrected, support you in returning the goods or cancelling the booking and recovering the amount paid; and

3.4.2.3. compensate you for direct out-of-pocket loss reasonably caused by the error, up to the cap in clause 23.4 of the Terms of Service.

3.5. When ManyHands does not accept responsibility

3.5.1. The following are not Manny mistakes and ManyHands has no liability for them:

3.5.1.1. Manny acting on incomplete or inaccurate information you gave it;

3.5.1.2. Manny acting on a Merchant's published price or stock data that was incorrect;

3.5.1.3. goods or services that meet the description Manny was given but do not meet your subjective expectations;

3.5.1.4. delivery delays caused by the Merchant or by logistics providers; and

3.5.1.5. any event of force majeure (see clause 26 of the Terms of Service).

3.6. Confirm large purchases

3.6.1. For purchases above a threshold disclosed in the Platform (or in any case above ZAR 5 000 unless you have opted in to higher limits), Manny will ask you to confirm before completing the Authorised Purchase. Where you have pre-authorised Manny to act below a defined Spending Limit without per-purchase confirmation, you accept that Manny may act without further check-in and bear the risk of acting on incomplete information up to that limit.

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4. Chargebacks

4.1. You undertake not to initiate a chargeback with your bank or card issuer for Subscription Plan fees, the Virtual Card, or for Authorised Purchases that you instructed Manny to make. Please raise the issue with us first — Manny or our refunds team can almost always resolve it faster than the card-network chargeback process.

4.2. A chargeback in violation of clause 4.1 is a material breach of the Terms of Service. We may (i) dispute the chargeback, (ii) recover any amount lost from you by any lawful means, and (iii) suspend or terminate your Account.

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5. Disputes

5.1. If we cannot resolve a refund question between us, the dispute-resolution procedure in clause 15 of the Terms of Service applies — good-faith negotiation, then AFSA mediation, then AFSA expedited arbitration.

5.2. Nothing in this Refunds Policy reduces your statutory rights under the CPA, including your right to refer a complaint to the National Consumer Commission, the Consumer Goods and Services Ombud, a Provincial Consumer Court, or a court of competent jurisdiction.

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Contact us

MANYHANDS (PTY) LTD The Penthouse Suite, 10th Floor, 74 Shortmarket Street, Cape Town, 8001 Refunds: refunds@manyhands.co.za Billing / subscriptions: billing@manyhands.co.za General: info@manyhands.co.za

© ManyHands, South Africa.