Payments and cancellations
Refund policy
How Life Legacy handles cancellations, personalised plaques, digital memorial access and payment errors.
Effective 7 August 2026
1. Scope and consumer rights
This policy applies to Life Legacy packages purchased directly from smartMI Services (Pty) Ltd. It does not limit rights available under applicable South African consumer law.
2. Before plaque production or digital activation
You may request cancellation before plaque production begins and before substantial digital fulfilment. If approved, the amount paid will be refunded to the original payment method. Please contact us promptly because personalised production may begin after you approve the engraving and memorial link.
3. Personalised plaques
A change-of-mind refund is not ordinarily available after a personalised plaque has entered production. If a plaque arrives damaged, contains an error that differs from the approved proof, or is materially defective, contact us with photographs and the order reference. We will investigate and, where appropriate, repair, replace or refund it. Your statutory rights remain unaffected.
4. Digital memorial service
If digital access is not supplied as described, remains materially defective or cannot be restored within a reasonable period because of a fault for which we are responsible, an appropriate remedy may include restoration, extension, credit, partial refund or full refund. Change-of-mind refunds are not ordinarily provided after substantial digital access or fulfilment has begun, except where required by law.
5. Legacy Monthly
Legacy Monthly is a 12-payment purchase plan, not an indefinite subscription. A request to stop future payment collection does not automatically refund completed payments. We will explain the resulting access and any outstanding position before action is taken. Incorrect, duplicate or post-cancellation charges will be investigated and corrected where verified.
6. Duplicate, incorrect or unauthorised payments
Tell us promptly if a transaction was processed twice, for the wrong amount or without the account holder’s authority. We may request reasonable information to locate and investigate it. Never send a password, PIN, one-time code or full card number. Suspected fraud should also be reported to the customer’s bank without delay.
7. How to request a refund
Email support@lifelegacy.co.za with the purchaser’s name, email or phone number used for the order, package, transaction date and amount, payment or order reference, reason for the request and any supporting photographs. A request is assessed fairly under this policy and does not guarantee approval.
8. Review and payment timing
We aim to acknowledge a complete request within two business days and provide an outcome within five business days after receiving the information needed to assess it. Approved refunds are submitted to the original payment method where possible, normally within seven business days. The customer’s bank or payment provider may take additional time to reflect the funds.
9. Delivery problems and disputes
If an order is delayed, lost or damaged, contact us so we can investigate delivery and provide an appropriate remedy. Customers may also exercise lawful dispute rights through their bank, payment provider or regulator.
10. Contact
smartMI Services (Pty) Ltd, registration 2015/350740/07. Email support@lifelegacy.co.za or call +27 75 872 9621.