Introduction
Effective Date: June 2026 | Last Updated: September 2026
This Delivery Policy explains how and when CBOS (Pty) Ltd ("CBOS", "we", "us") delivers the Y Intelligence (Y-Institute) subscription plans, credit top-ups and services you buy from us, and what to do if something you paid for has not arrived.
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, Cancellation Policy, Pricing and Privacy Policy.
Everything we sell is delivered digitally
Y Intelligence is a cloud-hosted software service. Subscription plans, credits and add-ons are delivered by activating them on your Y Intelligence workspace, which you access through a web browser at app.y-institute.com or learn.y-institute.com, through WhatsApp, Microsoft Teams or the API, depending on your plan.
We do not ship physical goods, so there are no shipping charges, delivery addresses or couriers. Delivery is available to customers anywhere with an internet connection, although our prices are quoted in South African Rand and our service is designed for the South African market.
Delivery timelines
| What you bought | How you paid | Delivered | At the latest |
|---|---|---|---|
| Credit top-up | Card or instant EFT | Immediately when provider confirms the payment, normally within a few minutes | 24 hours after payment |
| New plan or upgrade | Card or instant EFT | Immediately when provider confirms the payment | 24 hours after payment |
| Auto top-up | Saved card | Immediately when the charge is confirmed | 24 hours after the charge |
| Credit top-up, plan or add-on | EFT against a CBOS proforma invoice | Within one business day of the funds reflecting in our bank account | Two business days after the funds reflect |
| Downgrade to a lower plan | n/a | At the end of the current billing period | End of the current billing period |
| Onboarding, training or implementation services | Any | On the dates agreed with you in writing | As agreed in writing |
Card and instant EFT payments through provider
When you pay by card or instant EFT, our payment processor, confirms the payment to us electronically as soon as it is successful. Your credits are added to your wallet, or your plan is activated, automatically on that confirmation. In almost all cases this happens within a few minutes of you completing checkout and before you return to the application.
Occasionally a bank or network delay means the provider confirms the payment later than usual. Your order stays open and is delivered automatically as soon as confirmation arrives, without you needing to do anything. If your purchase has not been delivered within 24 hours, please contact us (see section 9).
If a payment fails or is declined, nothing is charged and nothing is delivered. You can simply try again with the same or a different payment method. If your bank shows a pending charge for a failed attempt, the bank releases it automatically, normally within a few business days.
EFT payments against an invoice
Team, Business, Scale and Enterprise customers may pay by ordinary EFT against a CBOS proforma invoice. Please use the invoice number as your payment reference. We activate your plan or add the credits within one business day of the funds reflecting in our bank account. Emailing your proof of payment to [email protected] helps us match the payment quickly, but delivery is always based on cleared funds.
Payments from another bank typically take one to two business days to reflect; payments after banking hours or on a weekend or public holiday reflect on the next business day.
Plan activation, upgrades and downgrades
- New plans and upgrades take effect immediately on payment confirmation. Your new limits (users, storage, custom tools, channels) and the plan's included credits are available straight away.
- Included credits are added at the start of each billing period for as long as your plan is active.
- Downgrades take effect at the end of the billing period you have already paid for, so that you never lose anything you have paid for. See our Cancellation Policy.
- Dedicated WhatsApp Business numbers (Team plan and above) are connected through Meta's embedded sign-up inside the application. Connection normally completes within minutes, but Meta's own verification of your business can take up to several business days and is outside our control. Your plan and credits are delivered in the meantime.
Auto top-up deliveries
If you have enabled auto top-up, the Platform charges your saved card for the credit pack you selected whenever your balance falls below your chosen threshold, and adds the credits immediately on confirmation. You receive a receipt for every auto top-up. You can change the pack, the threshold, or switch auto top-up off at any time (see our Cancellation Policy).
Onboarding and professional services
Onboarding packages, training and implementation work are scheduled with you in writing after payment or signature and delivered on the agreed dates, either remotely or at your premises as agreed. If we need to reschedule we give you at least two business days' notice and offer alternative dates within ten business days.
How you know delivery has happened
- Your credit balance in the application updates as soon as credits are delivered, and every top-up appears in your wallet history with its date, amount and payment reference.
- Your plan name and limits are shown in your workspace's Billing settings.
- Paystack emails you a payment receipt for every card and instant-EFT payment. Invoice customers receive a tax invoice from CBOS.
If something has not been delivered
If a purchase has not been delivered within the time in section 2, email [email protected] or WhatsApp +27 84 568 8003 with your workspace name and the payment reference from your receipt. We investigate within one business day. If the payment was successful we deliver the credits or plan manually straight away. If we cannot deliver within two business days of your report, you may choose a full refund under section 6 of our Refund Policy.
Service availability
Y Intelligence is hosted on enterprise cloud infrastructure and is designed to be available 24 hours a day, 7 days a week. Planned maintenance is scheduled outside South African business hours wherever possible and announced in the application in advance. Availability commitments for Business, Scale and Enterprise customers are set out in the applicable agreement.
Delivery timelines in this policy are extended by the duration of any planned maintenance or event beyond our reasonable control (such as a failure of a payment network, bank or telecommunications provider), and we will tell you if this affects your order.
Changes to this policy
We may update this policy from time to time. The version published on this page at the time you place an order applies to that order. We will show the effective date at the top of the page whenever we make a change.
Contact us
Delivery queries: [email protected]
Legal and complaints: [email protected]
WhatsApp: +27 84 568 8003
Address: CBOS (Pty) Ltd, 100 Edward Street, Bo Oakdale, Bellville, 7530, South Africa