Refund and Cancellation Policy

Last updated: 12 November 2026

This policy explains how you pay for Vinnie, how to cancel, and when we give money back. It applies to Vinnie, the WhatsApp business assistant and web app provided by OptiVine (Pty) Ltd (Reg. 2024/620079/07), trading as The Vine Solutions ("we", "us"). It forms part of our Terms and Conditions.

1. How paying for Vinnie works

• Vinnie is prepaid. You buy credit by card through PayFast. There is no debit order, and we never charge your card without you making the payment.
• What comes off your credit:
  • your monthly plan and any extra services you switch on, at the start of each month;
  • a service you switch on part-way through a month, when you switch it on;
  • usage past what your plan includes, such as messages from Vinnie and extra quotes or invoices, as you use them;
  • contract templates and signed contracts, and a Vinnie Directory listing, if you use them.
• The prices are shown on our website and under Billing in the web app. We give at least 30 days' notice of a price change.
• When your credit runs out, Vinnie pauses until you top up. It doesn't run up a debt.

2. Cancelling

• You can cancel at any time. Email, phone or WhatsApp us (details below) from the business owner's account.
• When we close your account:
  • Vinnie stops working for your business and nothing more is charged.
  • You can ask for a copy of your records, such as your quotes, invoices, expenses and clients.
  • We delete your business's information within 90 days, as our Privacy Policy explains.
• Switching off one service: it isn't charged from the next month. The current month's charge for it isn't refunded.

3. Refunds when you cancel

• We refund the credit you haven't used, less any usage and message fees up to the day you cancel. These include the current month's plan and services, and the messages, quotes, invoices and contracts you used.
• Ask for your refund when you cancel. We pay it back to the card you paid with, through PayFast. We aim to do this within 10 business days of your request. Your bank may take a few more days to show it.
• Your Billing page in the web app shows every top-up and charge, so you can check the amount.

4. Other refunds

• Mistakes: if we charged you by mistake, charged you twice, or your payment went through but no credit was added, we put it right. We either refund the payment or correct your credit, whichever you prefer.
• If we stop offering Vinnie, we refund all your unused credit.
• Your legal rights: nothing in this policy limits your rights under the Consumer Protection Act, 2008, or the Electronic Communications and Transactions Act, 2002, where they apply.

5. Payments your clients make to your business

Vinnie can send your clients card payment links and invoices they pay online. That money goes to your business's own PayFast account, not to us.

• Refunds and cancellations between your business and your clients are for you to agree with them under your own terms. You make those refunds through your PayFast account.
• We can't refund, reverse or cancel a payment a client made to your business.
• The same applies to bookings: your clients cancel or reschedule with your business, under your own policy.

6. Contact us

To cancel, ask for a refund or query a charge:

• Email: vinnie@the-vine-solutions.com
• Phone: 065 834 8003
• WhatsApp: 068 475 7631
• Registered office: 130 3rd Avenue, Rietkol AH, Delmas, Mpumalanga, 2200, South Africa

See also our Terms and Conditions and Privacy Policy.