Introduction
Effective Date: June 2026 | Last Updated: September 2026
This Cancellation Policy explains how you can cancel a Y Intelligence (Y-Institute) subscription plan, stop automatic credit top-ups or close your account with CBOS (Pty) Ltd ("CBOS", "we", "us"), and what happens when you do. CBOS sells Y Intelligence as the authorised reseller and merchant of record. This policy should be read together with our Terms and Conditions, Refund Policy, Delivery Policy, Pricing and Privacy Policy.
Nothing in this policy limits any right you have under the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA") or the Protection of Personal Information Act 4 of 2013 ("POPIA").
Cancelling a monthly plan
You may cancel a monthly Pro, Team, Business or Scale plan at any time, for any reason. There is no minimum term and no cancellation fee.
How to cancel
- Email [email protected] from the email address of the workspace owner or an administrator on your Y Intelligence account, with the subject line "Cancel plan" and the name of your workspace or organisation; or
- use the cancellation option in your workspace's Billing settings where that option is available in the application.
We confirm every cancellation in writing within one business day. If you have not received our confirmation within one business day, please contact us again, because we have not received your request. A cancellation is effective from the date we receive it.
When it takes effect
Your plan stays fully active until the end of the billing period you have already paid for. No further plan fees are charged after that date. At the end of the period your workspace moves to the free Personal plan and everything you have built remains available within the limits of that plan (see section 8).
If you cancel within seven days of your first payment for the plan, the Refund Policy's cooling-off provisions apply and you may be entitled to a refund (see section 3).
Cancelling an annual or fixed-term agreement
If you have signed a fixed-term agreement or prepaid for more than one month, you may cancel it at any time by giving us 20 business days' written notice, as permitted by section 14 of the CPA. Your plan remains active until the end of the notice period. Months that have not yet started at the end of the notice period are refunded in accordance with section 5.3 of our Refund Policy. We will not charge a cancellation penalty beyond forfeiture of any multi-month discount on the months already used.
Where the CPA does not apply to you (for example, because you are a juristic person whose asset value or annual turnover exceeds the threshold in section 5(2)(b) of the CPA), the notice period in your agreement applies instead.
Cancelling within the seven-day cooling-off period
Any payment you make to us electronically may be cancelled within seven calendar days of the payment date under section 44 of ECTA. Tell us in writing at [email protected]. What you are refunded is set out in sections 3, 4 and 5 of our Refund Policy.
Downgrading your plan
You may move to a lower plan at any time by contacting us at [email protected] or through your Billing settings where available. A downgrade takes effect at the end of your current billing period so that you keep everything you have paid for. If your workspace exceeds the limits of the lower plan (for example, more users, custom tools, WhatsApp numbers or storage than the lower plan allows), we will tell you before the downgrade takes effect and you will need to reduce your usage to within those limits.
Content is never deleted by a downgrade, but features above the new plan's limits become read-only until you are within them.
Switching off auto top-up
Auto top-up automatically buys a credit pack with your saved card when your credit balance falls below a threshold you have set. You may switch it off at any time:
- in the application, an administrator can turn the auto top-up rule off under Billing → Credits → Auto top-up, which takes effect immediately; or
- by emailing [email protected], in which case we switch it off within one business day of receiving your request.
Any auto top-up that was charged before you switched the rule off is delivered as normal and is subject to the seven-day cooling-off period in our Refund Policy. Any auto top-up charged after you switched it off, or after we confirmed receipt of your email, is refunded in full.
Removing a saved card
When you choose to save a card for future top-ups, CBOS stores only a payment token issued by our payment processor, together with the email address on the payment. We never store your full card number.
You may ask us to remove the saved card at any time by emailing [email protected]. Removing the saved card automatically switches auto top-up off.
What happens to your credits
- Purchased credits stay in your wallet after you cancel a plan and can still be used on the free Personal plan. They do not expire while your account is open. They are only forfeited if you close your account entirely (see section 9), and even then you may request a refund of the unused balance within the cooling-off period under the Refund Policy.
- Bonus credits stay in your wallet until their expiry date (twelve months from the date of the top-up that earned them).
- Included credits for the current period remain available until the period ends. Any included credits that are unused when the plan ends are forfeited, except for any portion carried forward under the rollover rules described on our Pricing page.
- Promotional and trial credits expire on the date shown against them in your wallet and have no cash value.
What happens to your content and data
- Cancelling a paid plan does not delete anything. Your knowledge base, courses, lessons, conversations, learner records and settings remain in your workspace on the Personal plan. Features above the Personal plan's limits (additional users, custom tools, a dedicated WhatsApp number, Microsoft Teams and API access, and storage above 1 GB) become read-only until you upgrade again or reduce your usage.
- You may export your content and personal information at any time, free of charge, by asking us at [email protected]. We provide the export in a commonly used, machine-readable format within ten business days.
- If your plan included a dedicated WhatsApp Business number that you connected through Meta, the number remains registered to your Meta Business account. We disconnect it from the Platform when the plan ends and you remain free to use it elsewhere.
Closing your account entirely
If you want your workspace and all its data removed, email [email protected] from the workspace owner's address with the subject line "Close account". Before we act we will:
- confirm the request with the workspace owner;
- remind you to export anything you want to keep; and
- tell you the value of any unused purchased credits that can still be refunded under the Refund Policy.
We then deactivate the workspace within five business days and permanently delete its content and personal information within 90 days, except for records we are required by law to keep (such as tax invoices and payment records, which we retain for five years under the Tax Administration Act and the Companies Act). Users who belong to other workspaces keep their access to those workspaces. This is in line with our Privacy Policy and your rights under POPIA.
Enterprise, partner and event agreements
If you buy under a signed enterprise, partner or event agreement, the notice period and termination provisions in that agreement apply. Where the agreement is silent, either party may cancel by giving 30 days' written notice before the end of the current term, and the agreement otherwise continues on a month-to-month basis. Prepaid and invoiced amounts are dealt with under section 8 of our Refund Policy.
Cancellation or suspension by CBOS
We may suspend or cancel your plan or account if:
- a plan fee or invoice is unpaid seven days after we have notified you of the failed payment. We suspend first and only cancel if the amount remains unpaid for a further 14 days;
- you materially breach our Terms and Conditions, our acceptable-use rules or the law, and (where the breach can be remedied) you fail to remedy it within seven days of our written notice;
- your use of the Platform creates a security, legal or operational risk to CBOS, to other customers or to third parties; or
- we are required to do so by law, by a court order or by a payment network.
We may also withdraw a plan or the Platform as a whole on at least 30 days' written notice to all affected customers. If we do so, or if we cancel for a reason other than your breach or non-payment, we refund any prepaid fees for periods not yet started and the unused balance of your purchased credits at the price you paid.
Reactivating a cancelled plan
You may return to a paid plan at any time from your Billing settings or by contacting us. Your existing content, wallet balance and settings are restored to full access as soon as the new plan payment is confirmed. There is no reactivation fee.
Changes to this policy
We may update this policy from time to time. The version published here when you gave us notice of cancellation applies to that cancellation. We will show the effective date at the top of the page whenever we make a change.
Contact us
Cancellations, downgrades and auto top-up: [email protected]
Account closure, legal and complaints: [email protected]
WhatsApp: +27 84 568 8003
Address: CBOS (Pty) Ltd, 100 Edward Street, Bo Oakdale, Bellville, 7530, South Africa