TaxTim Refund Policy

The TaxTim team works hard to keep our systems and processes aligned with changes made by SARS and SARS eFiling. However, SARS may implement technical, procedural, or operational changes without prior notice. As a result, there may occasionally be delays or limitations affecting the services we are able to provide.

We understand that these situations can be frustrating. Where possible, we will always seek to assist our customers and provide reasonable alternatives. However, a refund will generally not be available where TaxTim has successfully delivered the core service purchased.

When the Service Is Considered Delivered

TaxTim's core service is considered delivered once TaxTim has:

• Guided you through the relevant TaxTim questions and workflow;

• Generated a completed tax return based on the information you provided; and

• Provided a tax calculation or refund estimate, where applicable.

Once these services have been provided, a refund will generally not be granted, even if circumstances outside TaxTim's control prevent or delay submission of the return.

Circumstances Where Refunds Will Not Be Granted

TaxTim does not provide refunds in the following circumstances:

1. Circumstances Outside TaxTim's Control

Where a client is unable to submit a tax return through TaxTim due to circumstances outside TaxTim's control, including:

• SARS system outages;

• SARS eFiling technical issues;

• Delayed SARS integrations;

• SARS maintenance, upgrades, or system changes; or

• Any other action or technical limitation imposed by SARS.

2. Alternative Support Channels Used

Where a customer chooses to seek assistance through channels other than the TaxTim Help Desk, including direct email, social media, or other communication channels, resulting in delays in resolving the matter or submitting the return.

The TaxTim Help Desk is the official support channel used to track, prioritise, and resolve customer queries.

3. Payment Errors and Promotions

Where:

• A payment was made in error;

• A customer later becomes aware of a promotion, discount, voucher, or special offer that was not applied at the time of purchase; or

• A customer becomes eligible for a partner discount or promotional offer after payment has already been made.

4. Change of Mind

Where more than seven (7) calendar days have passed since payment and the customer no longer wishes to use the service.

5. SARS Requires Direct Customer Action

Where SARS requires the customer to complete an action that TaxTim cannot perform on the customer's behalf, including:

• Visiting a SARS branch;

• Attending a SARS appointment;

• Completing identity verification processes;

• Completing eFiling verification requirements; or

• Any other action that must be performed directly by the taxpayer.

6. Auto-Assessments and Estimated Assessments

Where:

• The customer files through TaxTim but subsequently decides to accept a SARS auto-assessment or estimated assessment; or

• The customer attempts to file through TaxTim after SARS has already issued an auto-assessment or estimated assessment and the deadline for accepting or disputing that assessment has expired, resulting in the return being rejected by SARS.

Circumstances Where a Refund May Be Considered

TaxTim will always endeavour to act fairly and reasonably when considering refund requests.

Refunds may be considered where TaxTim has materially failed to provide the core service purchased.

Examples include situations where:

1. TaxTim Cannot Assist by submitting your tax return

The TaxTim platform fails to:

• Ask the relevant questions required to complete the return;

• Generate a completed tax return based on the client's responses; or

• Provide a tax calculation or refund estimate, where applicable.

2. TaxTim Cannot Provide Any Reasonable Filing Assistance

TaxTim is unable to provide any reasonable means of progressing the customer's filing process, including:

• Submission through the TaxTim platform;

• Submission through SARS eFiling; or

• Submission assistance through the TaxTim Help Desk.

Refund Process

Where a refund request is approved:

• TaxTim may, at its discretion, provide an account credit or voucher for future use; or
• Refund the amount paid to the original payment method.
• Our accounts department will send you a refund form, please complete it with a valid and active bank account details
• The accounts team will endevour to refund you in 7-14 business days

Where a monetary refund is processed, TaxTim may deduct any non-refundable payment processing fees charged by its payment service providers, which are typically approximately 5% of the transaction value.

For our full terms of service, please click here