Our Refund Policy
We want every experience on Xperoc to be worth your money. This policy explains clearly and honestly when refunds apply, how to request one, and what to expect from us when something doesn’t go as planned.
A note from us before you read on
We genuinely appreciate every rand you invest in your visibility on Xperoc. Every purchase — whether it’s a credit pack, a featured listing or a blog post — goes directly toward helping your business get discovered by the right clients. We take that responsibility seriously.
Because our products are digital services that are activated and delivered immediately upon purchase, we are generally unable to offer refunds once a product has been used or a service has commenced. We know that’s not always what people want to hear, but we want to be upfront and honest with you rather than leave any room for confusion.
That said, if something goes wrong on our end — technically or operationally — we will always make it right. You have our word on that.
Contents
How Payments Work on Xperoc
All payments on Xperoc are processed securely through Paystack, one of Africa’s most trusted and widely used payment infrastructure providers. Paystack handles card payments, instant EFT and other supported payment methods on our behalf.
When you complete a purchase, your payment is processed by Paystack and confirmed to Xperoc. Your product or service is then activated on the Platform. Xperoc does not store your card details — all card data is handled securely by Paystack in accordance with PCI-DSS compliance standards.
Your payment is secure. Every transaction on Xperoc is encrypted and processed through Paystack’s secure payment gateway. If you ever have questions about the security of your payment, you can read more at paystack.com.
Our General Refund Position
All purchases made on Xperoc are for digital services that are activated immediately or within a short time of purchase. Because of the nature of these services — including credits, featured listings, blog content and advertising placements — we are generally unable to reverse or refund a transaction once the service has commenced or the product has been accessed.
This is consistent with how digital service platforms operate, and it is aligned with Paystack’s own guidelines on refunds for digital goods and services.
We do not offer refunds simply because a purchase did not produce the results you hoped for — visibility, enquiries or business outcomes cannot be guaranteed by any platform. What we can guarantee is that your product will be delivered exactly as described. If it isn’t, we will fix it.
However, we are a fair and accountable platform. If a problem arose on our side — a technical fault, a billing error or a failure to deliver what you paid for — we will always investigate promptly and, where warranted, issue a full or partial refund or provide an appropriate remedy.
When We Will Issue a Refund
Xperoc will consider and process a refund in the following circumstances:
- Duplicate payment: Your account was charged more than once for the same purchase due to a technical or payment processing error.
- Incorrect amount charged: You were billed an amount that does not match the price displayed at the time of your purchase.
- Service not delivered: You paid for a service — such as a featured listing, blog post or banner placement — and it was not activated or published within the timeframe described.
- Technical failure: A confirmed technical fault on Xperoc’s platform prevented you from accessing or using a product you purchased.
- Unauthorised transaction: A payment was made from your account without your knowledge or authorisation, and you notify us promptly.
- Credits not applied: You purchased a credit pack and the credits were not reflected in your account after a reasonable waiting period.
If any of the above applies to you, please reach out to us. We take these matters seriously and will resolve them as quickly as possible — usually within 3 to 5 business days of receiving your request.
Refund Eligibility by Product
The table below outlines how our refund position applies to each product available on Xperoc:
Provider Matching Credits
| Pack | Price | Refundable? |
|---|---|---|
| Welcome Pack (4 credits) — free | Free | Not applicable |
| Single Request (1 credit) | R49 | If unused & error occurred |
| Starter Pack (5 credits) | R220 | Unused credits only, if error occurred |
| Growth Pack (10 credits) | R399 | Unused credits only, if error occurred |
| Pro Pack (20 credits) | R749 | Unused credits only, if error occurred |
Credits that have already been used to initiate a provider match are non-refundable, regardless of the outcome of the match.
Featured Listings
| Plan | Duration | Price | Refundable? |
|---|---|---|---|
| Spotlight | 7 days | R149 | No — once live |
| Boost | 30 days | R399 | Pro-rata if not delivered |
| Power | 90 days | R999 | Pro-rata if not delivered |
| Annual Featured | 12 months | R2,999 | Pro-rata if not delivered |
Once a featured listing is live and active, no refund is issued for the elapsed period. If a listing fails to go live due to a fault on our end, a pro-rata refund for the unused portion will be considered.
Featured Blog Content
| Type | Price | Refundable? |
|---|---|---|
| Sponsored Article | R499 | If not published within agreed timeframe |
| Content Bundle (3 posts) | R1,199 | Pro-rata for unpublished posts only |
| Authority Package (6 posts) | R2,199 | Pro-rata for unpublished posts only |
Once a blog post has been written and published, that post is non-refundable. Refunds apply only to posts that were paid for but not delivered within the agreed timeframe due to a fault on Xperoc’s part.
Ads & Banner Placements
| Placement | Duration | Price | Refundable? |
|---|---|---|---|
| Sidebar Banner | 30 days | R349 | Pro-rata if not displayed |
| Homepage Banner | 30 days | R799 | Pro-rata if not displayed |
| Category Page Banner | 30 days | R499 | Pro-rata if not displayed |
| Premium Homepage Takeover | 7 days | R999 | Pro-rata if not displayed |
| Partner Co-Brand Placement | 30 days | R1,499 | Pro-rata if not displayed |
Banner placements that have been live and displaying correctly are non-refundable for the days already elapsed. If a placement fails to display due to a technical error on our side, we will refund a pro-rata amount for the affected days or, where preferred, extend your placement at no cost.
When Refunds Do Not Apply
We want to be transparent with you. The following situations are not eligible for a refund, and we kindly ask that you keep these in mind before completing a purchase:
- You changed your mind after purchasing a product that has already been activated or used
- Your listing, banner or blog post received fewer enquiries, leads or views than you expected — visibility outcomes cannot be guaranteed by any platform
- You submitted incorrect information for your listing, banner or blog post and the content was produced based on what you provided
- You did not use credits you purchased — unused credits do not automatically qualify for a refund unless a technical error prevented their use
- Your account was suspended or terminated due to a violation of our Terms and Conditions
- The refund request is made after the product’s active period has already fully elapsed
- You were dissatisfied with the design, tone or content of a blog post that was produced in line with the brief you provided
- Promotional, discounted or complimentary products — including the Welcome Pack — are not eligible for refunds
If you are unsure whether a product is right for you, please reach out to us before purchasing. We are always happy to help you choose the option that best fits your needs and budget.
How to Request a Refund
If you believe you are eligible for a refund based on the circumstances described in this policy, here is how to get in touch with us:
Contact us through the Platform
Reach out via the contact form available at www.xperoc.com. Please use the subject line “Refund Request” to help us prioritise your message.
Include the following details
Your full name and registered email address, the product or service purchased, the date of payment, the amount charged, a clear description of the issue and, where possible, your Paystack payment reference number.
We review your request
Our team will acknowledge your request within 2 business days and investigate the matter thoroughly. We may ask for additional information to help us resolve your concern as quickly as possible.
We communicate our decision
We will notify you of our decision within 5 business days of receiving all required information. If your refund is approved, we will initiate the process immediately.
How Refunds Are Processed
Where a refund is approved, it will be returned to the original payment method used at the time of purchase. Processing times vary depending on your bank or card provider, but you can generally expect:
| Payment Method | Estimated Refund Timeline |
|---|---|
| Credit or Debit Card | 5 to 10 business days from approval |
| Instant EFT | 3 to 7 business days from approval |
| Other Paystack-supported methods | Subject to Paystack’s refund processing timeline |
Xperoc does not have control over your bank’s processing times once a refund has been initiated. If your refund does not appear within the estimated period, we recommend contacting your bank directly with the refund reference we will provide you.
Refunds are returned to the original payment method only. We are not able to issue refunds to a different card, bank account or payment method other than the one used to make the original purchase. This is a requirement of Paystack’s refund framework.
Paystack Payment Processing
All payments on Xperoc are processed by Paystack, a licensed payment service provider operating in South Africa and across Africa. By completing a payment on Xperoc, you also agree to Paystack’s own terms of service and privacy policy, which are available at paystack.com.
Paystack’s refund processing is governed by their own guidelines, which require that refunds be returned to the original payment source. Refunds are processed through Paystack’s infrastructure and are subject to the timelines and procedures outlined by Paystack for each payment method.
Xperoc operates in full compliance with Paystack’s requirements for merchants, including our obligation to maintain a clear, accessible and fair refund policy — which this document represents.
Payment Security: Xperoc does not store, access or process your card or banking information. All payment data is handled exclusively by Paystack using industry-standard encryption and PCI-DSS compliant security protocols. Your financial details are safe.
Chargebacks and Disputes
A chargeback occurs when you raise a payment dispute directly with your bank or card provider rather than resolving it with us first. We strongly encourage you to contact Xperoc before initiating a chargeback, as we are committed to resolving genuine concerns promptly and fairly.
If a chargeback is raised without first contacting us, please be aware that:
- Xperoc will respond to the chargeback through Paystack’s dispute resolution process with evidence of the purchase and service delivery
- Your account on Xperoc may be suspended pending the resolution of the dispute
- Chargebacks that are found to be unwarranted or fraudulent may result in permanent account termination
We genuinely want to resolve your concern before it reaches that point. Please give us the opportunity to help you first — we are a small, South African-built platform and every interaction matters to us.
Contact Us
If you have any questions about this Refund Policy, a concern about a payment, or would like to submit a refund request, please do not hesitate to get in touch. We are here to help.
Platform: www.xperoc.com
Contact Form: Available on the Platform — use subject line “Refund Request”
Response Time: Within 2 business days
Payments Processed By: Paystack — paystack.com
We believe in doing right by the people who trust us with their business visibility. If something went wrong, tell us — we are listening.
This Refund Policy forms part of Xperoc’s Terms and Conditions and should be read alongside our Privacy Policy. All policies are available at www.xperoc.com. Xperoc reserves the right to update this policy at any time, with changes communicated through the Platform.