nTer
Refund and Cancellation Policy
Version 1.3 • effective 30 July 2026 • first published 3 August 2026
This Refund and Cancellation Policy forms part of our Terms of Service and should be read with our Privacy Policy. It explains subscription cancellation, the introductory free experience, statutory withdrawal rights, refunds and complaints. Purchases are made from the relevant Paddle group company identified at checkout, acting as authorised reseller and Merchant of Record. This policy explains Matt White International (Pty) Ltd’s position and how it operates alongside Paddle’s Buyer Terms and Refund Policy.
In short
• You may cancel future renewal at any time through your nTer account or the Paddle buyer portal.
• Ordinary cancellation takes effect at the end of the current paid period. Mandatory law may give you an earlier termination, credit or refund right.
• Paddle processes payments and refunds. nTer does not receive your full payment-card details or refund cards directly.
• At launch, nTer restricts Account creation and Subscriptions for people located in the European Economic Area or the United Kingdom at the point of sign-up.
1. Who we are and Paddle’s role
nTer is provided by Matt White International (Pty) Ltd (“MWI”, “we”, “us” or “our”), registration number 2017/378663/07. Paddle is the authorised reseller and Merchant of Record identified at checkout and on your receipt. Paddle handles the purchase transaction, payment, applicable taxes, invoicing, fraud prevention, billing support and payment refunds under its Buyer Terms and Refund Policy. These documents may give you rights in addition to this policy. The highest mandatory or expressly granted right applies.
We may investigate whether nTer was supplied as described and may instruct or support Paddle where a refund is due. Paddle returns approved refunds to the original payment method. We do not receive your complete card number and cannot send money directly back to a payment card.
2. Territorial availability at launch
Until we publish a change to our legal documents, nTer is not offered to, and does not knowingly accept sign-ups or Subscriptions from, people located in the European Economic Area or the United Kingdom at the point of sign-up. Reasonable location controls operate before an Account is created or any Whisper Journal content is accepted, and may include IP-based geolocation and other location indicators. Orders from those regions are also declined.
If an Account or order is accepted despite these controls, we may close the Account, cancel the Subscription and arrange an appropriate refund through Paddle. Nationality alone does not determine whether the restriction applies. This restriction does not reduce rights that apply to a transaction already completed.
3. Cancelling automatic renewal
You may cancel automatic renewal at any time through the cancellation control in your nTer account or the Paddle buyer portal. Cancellation stops the next renewal charge. Unless mandatory law provides otherwise, access continues until the end of the period already paid for.
Cancelling a subscription and deleting an nTer account are separate actions. Cancellation does not delete journal entries or other account information. The Privacy Policy explains account deletion and retention.
Cancelling after a renewal payment does not automatically create a refund entitlement. Any applicable statutory right, Paddle right or remedy under clause 7 still applies.
4. South African fixed-term cancellation rights
Where section 14 of the Consumer Protection Act 68 of 2008 applies to a South African consumer’s fixed-term subscription, the consumer may cancel on 20 business days’ notice in writing or another recorded form. Any credit and any reasonable cancellation charge must be determined under that Act. Where our ordinary end-of-period cancellation gives the consumer an earlier or more favourable result, we apply the more favourable result.
5. Free trials
nTer does not offer a free trial that automatically converts to a paid Subscription. You may use the introductory free experience without providing payment details, and you are never charged unless you actively choose to subscribe through Paddle. A Subscription, and its automatic renewal, begins only when you subscribe.
6. Cooling-off and withdrawal rights
Your rights depend on the law that applies to the transaction and Paddle’s current Refund Policy. To exercise a right, use the refund or support link on your Paddle receipt or buyer portal, visit Paddle’s buyer-support service, or contact support@nter.life.
South Africa. Section 44 of the Electronic Communications and Transactions Act 25 of 2002 may provide a seven-day right to cancel certain electronic transactions for services. That right does not apply to services which begin with the consumer’s consent before the end of the seven-day period. Where immediate access is supplied, Paddle’s checkout may request any consent or acknowledgement required by law. Other mandatory rights, including rights arising from direct marketing where applicable, remain unaffected.
Other territories. Paddle applies country-specific statutory withdrawal and refund rules through its Refund Policy. nTer’s exclusion of the European Economic Area and the United Kingdom at launch is dealt with in clause 2.
7. When a refund may be due
A refund, credit, replacement period or other remedy may be arranged where:
• you exercise a valid statutory withdrawal, cancellation or refund right;
• Paddle’s Buyer Terms or Refund Policy grants a greater right;
• you are charged twice or charged an incorrect amount, subject to verification;
• we permanently discontinue a paid part of nTer before the end of the paid period for reasons unrelated to your breach;
• nTer materially fails to provide the paid service as described and the failure cannot be corrected within a reasonable time; or
• another mandatory consumer law requires a refund, credit, repeat performance or other remedy.
Unless one of those grounds applies, fees are ordinarily non-refundable. A refund is not normally due merely because you changed your mind outside an applicable cooling-off period, did not use the service, forgot to cancel before renewal, or lost access because of a material breach of the Terms of Service.
8. Refund requests and processing
Submit a request through the support route on your Paddle receipt or buyer portal, or email support@nter.life. Include the account email address, Paddle transaction or subscription reference, the charge date and a short explanation. Do not send complete card details.
Paddle processes approved refunds to the original payment method. The time for funds to appear depends on Paddle, the payment method and the financial institution. A full refund may end access to the refunded paid period immediately. A partial or pro-rata remedy may change the access end date.
Please contact us or Paddle before starting a chargeback so that the matter can be investigated promptly. This request does not limit any lawful chargeback or consumer right.
9. Complaints
Send a service, cancellation or refund complaint to support@nter.life. We acknowledge a complaint within two business days and aim to resolve it within 15 business days. If more time is reasonably needed, we will explain why and seek an agreed extension.
If a South African consumer complaint remains unresolved after 15 business days, the consumer may approach the Consumer Goods and Services Ombud, where it has jurisdiction, or another competent regulator or court. The Consumer Goods and Services Ombud provides a free complaint service and ordinarily expects the consumer to raise the complaint with the supplier first.
10. Mandatory rights
Nothing in this policy excludes, restricts or replaces a refund, cancellation, repeat-performance, chargeback or other consumer right that cannot lawfully be excluded. If this policy, Paddle’s terms and mandatory law provide different levels of protection, the highest applicable level of protection prevails.
11. Contact and legal details
Service, access, cancellation and refund support: support@nter.life
Legal and privacy matters: info@mattwhiteinternational.com
Telephone: +27 82 869 6163
Website: nter.life
Physical business address and address for service of legal documents: 34 2nd Avenue, Linden, Johannesburg, 2196, South Africa
Postal address: Suite 8, Private Bag X1, Greenside, Johannesburg, 2034, South Africa
Purchases, billing and payment refunds: use the support route on your Paddle receipt or buyer portal.