Refund Policy

This Refund Policy applies to fees paid to Latqo by Providers. It explains when a refund may be considered, when it will not be granted, and how cancellation works for each type of Provider fee.

There are three types of Provider fees on Latqo, each with its own rules: provider subscriptions, sponsored ad listings, and the optional R500 account setup fee. Each is explained in detail below.

Provider subscriptions give access to premium platform features on a recurring monthly basis. When you subscribe, you authorise Latqo to charge your payment method automatically at the start of each billing period until you cancel.

Cancellation

You may cancel your subscription at any time through your account settings, or by contacting our support team and requesting assistance. Latqo will help you cancel if you ask. Cancelling before your renewal date stops future automatic charges. It does not reverse or refund any charges that have already been processed, and you retain access to your subscription benefits until the end of the current billing period.

Failed payments and grace period

If a subscription renewal payment fails, your account remains active for a 7-day grace period. During this time you can update your payment method to restore normal billing. If the payment is not resolved within 7 days, your account is automatically downgraded to the free access tier. No refund is issued for the period already paid.

When a refund may be considered

Subscription refunds are only considered in a limited number of situations. A duplicate or double charge caused by a billing error is the most common example. If you were charged at the wrong amount or for the wrong plan due to a clear error on Latqo's side, we will review and correct the charge.

When a refund will not be granted

Forgetting to cancel before the renewal date is not a basis for a refund. Subscriptions renew automatically, and it is your responsibility to cancel before the renewal date if you no longer wish to continue. Unused time within a billing period that has already been processed is not refundable. Similarly, if you have cancelled your subscription and charges had already been processed prior to cancellation, those charges are not refundable.

Sponsored ads are flat-fee placements that boost your visibility on the platform for a fixed duration. The available durations are 3, 7, 14, and 30 days. The fee for each duration is fixed and charged upfront when you activate the sponsored listing.

Auto-renew is off by default

When you create a sponsored ad, auto-renew is turned off by default. Your listing runs for the selected duration and then expires automatically with no further charge. You are in full control of when and whether to run another sponsored ad.

If you choose to enable auto-renew, your sponsored ad will automatically renew for the same duration at the same flat fee at the end of each period. Once auto-renew is enabled, renewals are treated as intentional purchases. You can turn auto-renew off at any time to stop future renewals.

When a refund may be considered

Refunds for sponsored ads are considered only where there was a duplicate or double charge, or where a billing error on Latqo's side caused an unintended charge — for example, if a technical fault on our platform prevented you from disabling auto-renew correctly and a renewal processed that should not have.

When a refund will not be granted

Once a sponsored ad has started, the fee is non-refundable unless there was a billing error or duplicate charge. Dissatisfaction with the reach, impressions, or leads generated by the ad is not a basis for a refund. If you enabled auto-renew and the ad renewed as expected, that renewal is non-refundable. Performance of the ad placement is not guaranteed and varies based on many factors outside Latqo's control.

The R500 account setup fee is an optional, one-time payment for Providers who request that Latqo create and configure their account on their behalf. This is a done-for-you service and the fee does not recur.

This fee is non-refundable once Latqo has commenced the setup work. If you have paid and setup has not yet begun, please contact us immediately to discuss your options. Once work starts, the fee is earned and will not be reversed.

If you believe you are eligible for a refund based on the criteria above — such as a duplicate charge or a billing error — please contact us through the support section of the app. To help us resolve your request quickly, include your account email address, a description of the charge you believe was made in error, and any relevant transaction reference or date. We review all refund requests and aim to respond within a reasonable timeframe. Approved refunds are returned to the original payment method.

Latqo may update subscription pricing or sponsored ad rates from time to time. When we do, we will give you reasonable advance notice via email or in-app notification before the change takes effect. Continuing to use the platform after a price change takes effect constitutes your acceptance of the new pricing.

If you have questions about this Refund Policy, please reach out through the support section of the app or via our help centre.