Complaints & company information

Last updated: 8 November 2026

We want to fix problems quickly and fairly. This page explains how to complain, how to cancel or ask for a refund, and the company and dispute-resolution information that section 43 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA) requires us to publish.

1. How to complain

1. Email us. Send your business name, the email or phone number on your account, what went wrong, and what you would like us to do, to hello@askzuri.co.za. If you prefer WhatsApp, message +27 66 529 7687.
2. We acknowledge. We reply within 2 business days to confirm we have your complaint and who is handling it.
3. We answer. We give you a substantive answer within 10 business days. If it needs longer, we tell you why and when to expect the answer, and keep you updated.
4. We put it right. If we got something wrong, we correct the account, the assistant, the invoice or the data, and tell you what we changed.

Complaints about personal information are handled by our Information Officer under our privacy policy and POPIA operator agreement.

2. If we cannot resolve it

• Consumer complaints: you may refer the matter to the National Consumer Commission (thencc.gov.za) and, where it has jurisdiction, the Consumer Goods and Services Ombud (cgso.org.za).
• Personal information: you may complain to the Information Regulator (South Africa) at inforegulator.org.za or complaints.IR@justice.gov.za.
• Court: nothing here takes away your right to go to court. Our terms explain which courts may hear a claim.

AskZuri is not a member of a voluntary industry code of conduct and does not belong to a private dispute-resolution scheme. We handle complaints under this process and the law.

3. Cancelling and refunds

The full rules are in clauses 5 and 5A of our Terms of Service. In short:

• Businesses: 30 days' written notice, after the 3-month minimum term. If you stop before the minimum term ends, the rest of the minimum term is payable.
• Consumers (CPA and ECTA apply): you may cancel within 7 days of signing up online, within 5 business days of a direct-marketing approach, or at any time on 20 business days' written notice. Refunds are paid within 30 days, less any reasonable cancellation charge allowed by law.
• Annual plans: we remind consumers 40 to 80 business days before renewal. You can cancel before the renewal without a cancellation charge.

Ready-to-send cancellation: "I cancel my AskZuri agreement for [business name]. I signed up on [date]. Please confirm the cancellation date, any amount still due, and any refund. My account email is [email]." Email it to hello@askzuri.co.za.

4. Company information (ECTA section 43)

Full name and legal status	Blackbird Trading 390 CC, a close corporation registered in South Africa, trading as AskZuri
Registration number	2011/024476/23 (Companies and Intellectual Property Commission)
VAT number	4600270724
Information Regulator	Registration no. 2026-071481
Physical and postal address	91 Herbrand Street, Athlone, Cape Town, 7764, South Africa (registered address)
Telephone and WhatsApp	+27 66 529 7687
Email	hello@askzuri.co.za
Website	askzuri.co.za
Information Officer	Yusuf, owner of Blackbird Trading 390 CC, registered with the Information Regulator; contactable at hello@askzuri.co.za
Description of the service	An AI receptionist for businesses: answering customer chats on a website, business page, WhatsApp and, on Pro, the phone; capturing enquiries and bookings; and sending them to the business. Plans and prices are on our pricing page.
Price	Rand prices include VAT. Plans: Essentials R573.85 a month, Growth R1,723.85 a month, Pro R3,448.85 a month plus a R1,148.85 setup, all including VAT. A 7-day free trial applies to online sign-ups.
Payment	EFT, or card through PayFast. Invoices are due within 7 days. See clause 4 of the terms.
Cancellation, returns and refunds	See section 3 above and clauses 4, 5, 5A, 12 and 17 of the terms. There are no physical goods to return.
Complaints and dispute resolution	This page. Unresolved consumer complaints may go to the National Consumer Commission or, where applicable, the CGSO. Personal-information complaints may go to the Information Regulator.
Code of conduct	None. AskZuri is not a member of a voluntary industry code.
Security and privacy	Our Trust page, privacy policy, POPIA operator agreement and PAIA manual.

5. Contact

Questions about this page, a complaint, a cancellation or your data: hello@askzuri.co.za or WhatsApp +27 66 529 7687. We answer during South African business hours, Monday to Friday, and aim to reply to every message within one business day.