1. Scope
This policy covers paid Oxerix subscription access, including purchases in the iPhone app through Apple's App Store and any digital access sold directly by Oxerix. It does not apply to complimentary or free-access periods because no payment is taken for those periods.
Apple controls billing, cancellation and refund decisions for App Store purchases. Other payment providers may apply their own processes to purchases made through them.
2. Cancelling a recurring subscription
You may cancel a recurring Oxerix subscription at any time before the next renewal. There is no cancellation fee.
When a subscription is cancelled, future automatic renewals stop. Unless a refund is approved or applicable law requires otherwise, paid access normally remains available until the end of the billing period already paid for.
For a subscription bought in the iPhone app, open More → Subscription & Purchases → Manage Apple Subscription. You can also open iPhone Settings → your name → Subscriptions, then select Oxerix and cancel. See Apple's cancellation instructions. Oxerix support can help with account access, but cannot cancel an App Store subscription for you.
For a subscription purchased outside the App Store, use the cancellation route shown by that provider or contact support@oxerix.com if it was sold directly by Oxerix.
Important: deleting an Oxerix account does not by itself cancel a recurring subscription. Cancel the subscription first if you do not want future renewals.
3. Refund eligibility
For payments processed directly by Oxerix, we review a refund request where there is a valid billing or service issue. Examples include:
- a duplicate payment;
- an incorrect amount charged;
- a charge taken after a cancellation had already been confirmed for that renewal;
- paid digital access that was materially unavailable because of an Oxerix service failure and was not restored within a reasonable time; or
- another situation where a refund is required by applicable law.
For App Store purchases, Apple decides refund eligibility. Some purchases may qualify; submit the request to Apple using the route below. A change of mind after paid digital access has already been made available does not automatically qualify for a refund from Oxerix, except where applicable law provides a right to one.
Refund rights provided by South African consumer law are not limited by this policy.
4. How to request a refund
For a purchase made in the iPhone app, sign in at Apple's Report a Problem site, choose Request a refund, and select the Oxerix purchase. See Apple's refund instructions. Apple reviews these requests and controls the payment method.
For a payment processed directly by Oxerix, email support@oxerix.com and include:
- the name and email address linked to the Oxerix account;
- the payment date and amount;
- a short explanation of the issue; and
- any reference shown on your receipt or payment confirmation.
For direct Oxerix payments, where practical, please contact us within 7 calendar days of the payment or of discovering the billing issue. This request period does not remove any longer right you may have under applicable law. Apple's request process and timing apply to App Store purchases.
Do not send passwords, PINs or full bank-card details.
5. Review and processing time
For payments processed directly by Oxerix, we aim to review a complete refund request within 5 business days. If approved, we aim to initiate it within a further 5 business days using the original payment method where reasonably possible. Apple sets the review and payment timing for App Store refunds.
After a refund has been initiated, the time taken for the amount to appear can depend on the bank, card issuer or payment service involved and may take additional business days.
If a full refund reverses the payment for the current subscription period, paid access may end when the refund is processed.
6. Failed, pending or reversed payments
A payment that is still pending, has failed, or has already been automatically reversed is not treated as a completed payment. If an amount appears on your statement and you are unsure of its status, contact support with the payment date, amount and reference so it can be checked.
7. Contact
Refunds, cancellations and billing questions: support@oxerix.com
General support: Oxerix Support
Terms of use: Oxerix Terms of Use