Refund Policy
Effective Date: 1 January 2026
Issued by: DFORUM (Pty) Ltd
Our Commitment
Your satisfaction with Seque is important to us. If the Service does not meet your expectations for any reason, we will make it right.
How to Request a Refund
Email DFORUM at connect@dfum.org with:
- The email address associated with your account
- Your organisation name
- Whether you are on a monthly or annual subscription
- Banking details for the refund, if a refund is due, account holder, bank, account number and branch code. We do not hold these from your debit order mandate in a form we can pay out to
- A brief description of your reason for cancellation (optional but appreciated)
We will confirm your cancellation and, where a refund is due, initiate it within 48 hours. Monthly cancellations need no banking details, since no refund arises.
What You Receive
What happens depends on whether you pay monthly or annually. In both cases there are no processing fees, no cancellation penalty, and no questions asked.
Monthly subscriptions
Your subscription ends on the last day of the month in which you cancel, and your debit order is cancelled so no further payment is taken. You keep full access until that date. You have paid for the month, and you keep the month.
The current month is not refunded, because you continue to receive the Service for the whole of it.
Annual subscriptions
Your subscription ends on the last day of the month in which you cancel, and you are refunded in full for every remaining month of your annual term. Nothing is withheld and no administration fee is deducted; the months you have not used are returned to you.
| Example | Outcome |
| Monthly plan, cancelled 10 March | Access until 31 March. April's debit order is cancelled. No refund. |
| Annual plan starting 1 January, cancelled 10 March | Access until 31 March. Nine months (April to December) refunded in full. |
Refunds are calculated in whole months. The month you cancel in is treated as used, because you retain access for the whole of it.
How Refunds Are Issued
Refunds are paid by EFT to the bank account you nominate in your cancellation request. Funds typically reflect within 3–5 business days of DFORUM initiating the transfer, depending on your bank.
Your debit order is cancelled at the same time, so no further collection is made. If a collection has already been submitted to your bank when you cancel, it may still go through; tell us and we will refund it with the rest.
After Cancellation
Once your licence is cancelled:
- Your licence remains valid until the last day of your cancellation month, and is revoked after that date. Access to the Service then ceases.
- Audit log data is retained for 90 days unless immediate erasure is requested. During the retention period, you may request an export by emailing connect@dfum.org
- After 90 days, an automated process irreversibly erases your organisation's data. Identifying fields are destroyed, credentials revoked, and audit records stripped of anything linking them to you or your users. Audit entries themselves remain as anonymous rows. They are linked by a tamper-detection hash chain shared with other customers' records, so they are emptied rather than removed. The erasure cannot be reversed.
Contact
For any refund or cancellation enquiries:
DFORUM (Pty) Ltd
Email: connect@dfum.org
This policy forms part of the Seque Terms of Service.