Refunds

Paying your practice through Synapp

When you pay an invoice with a Synapp Pay now link, you are paying your practice, not Synapp. Paystack processes the payment and pays it into the practice’s bank account. Synapp doesn’t take any part of it.

Whether you get a refund is your practice’s decision. Ask the practice first — its contact details are on your invoice.

If the practice agrees, it asks Synapp to process the refund, and Paystack returns the money to the card or account you paid with. How long it takes to reach you depends on your bank.

Paid twice, or paid the wrong amount?

That’s a payment mistake, not a refund request. A second payment for an invoice that is already paid is never added to the invoice, and we make sure it is returned to you.

If something looks wrong, write to refunds@synapp.co.za with the invoice number and the reference from your Paystack payment confirmation.

Paying Synapp

This part is for practices. Subscriptions, top-ups and the fees on your monthly Synapp statement are not refundable, unless the law gives you a right to a refund.

If we charged you in error — twice, or the wrong amount — tell us in writing within 7 days of noticing, and we’ll put it right.

If you cancel an annual subscription within 30 days of it starting, we refund the months you haven’t used.

Refunds you ask us to make to your patients are paid from Synapp’s Paystack account, so the amount is added to your next statement. We don’t charge the payment link fee on money you give back, and a fee already charged on it is credited on your next statement.

Any refund we make is paid through Paystack, to the card or account you paid with where that is possible.

Your rights under the law

If you are a consumer, the Consumer Protection Act and the Electronic Communications and Transactions Act may give you further rights, including a seven-day right to cancel some online purchases. Nothing on this page takes away a right the law gives you.

Your card details

Card payments are taken on Paystack’s own payment page. Synapp never sees or stores your card number.

Questions or complaints

Write to refunds@synapp.co.za. Tell us what happened and include the invoice number, and the Paystack reference if you have it.

If we can’t resolve it, you can take it to the National Consumer Commission. We would rather you gave us the chance first.