Refund Policy
We want you to be happy with our products. This policy explains our refund window, how to request a refund, and your statutory rights.
1. Our 14-day refund policy
If a Remember Live product isn’t right for you, you may request a refund within 14 days of your purchase. This is our goodwill policy and is in addition to any statutory rights you have.
2. How to request a refund
You can request a refund in either of these ways:
- email us at support@rememberlive.africa, or
- contact Paddle’s order support at paddle.net (have your order email or receipt handy).
Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. This means refunds are issued by Paddle, not directly by Remember Live — we do not process card payments or issue refunds ourselves. If you contact us first, we’ll help arrange it with Paddle.
3. Downloadable software and your withdrawal right
Our products are digital content available to download immediately. When you download or start using a product, you consent to immediate performance and acknowledge that you may lose any statutory “cooling-off” or withdrawal right that would otherwise apply once the download begins. Even so, we still honour the 14-day goodwill refund above.
4. Cancellation vs. refund
These are different things:
- Cancellation stops any future charges (for example, optional update plans) while letting you keep access until the end of the period you have paid for.
- Refund returns your money for the purchase and ends your licence and access to the paid product.
5. How long refunds take
Once approved, refunds are made by Paddle to your original payment method. They typically arrive within 5–10 business days, depending on your bank or card provider.
6. Try before you buy
Some of our products offer a free trial or a free edition so you can decide before paying — for example, ShowSync includes a free trial and a free Backup-only edition. We encourage you to test our software in your setup first.
7. Your statutory rights
Your rights under the South African Consumer Protection Act, 2008 (CPA) are preserved. If a product is faulty, not as described, or not fit for its intended purpose, you may be entitled to a remedy regardless of the 14-day window. This policy does not limit those rights.
8. Contact us
Remember Live Trading and Projects (Pty) Ltd
Email: support@rememberlive.africa
Phone: +27 78 531 1181
Resilience tools for live production. macOS software for the people who run live events.
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