Terms of Service

Last updated: 21 April 2026

These Terms of Service ("Terms") govern your use of Recovr ("we", "us", "our"), a failed payment recovery service operated from Cape Town, South Africa. By connecting your Paystack account to Recovr, you ("Merchant", "you") agree to these Terms.

1. What Recovr Does

Recovr is a payment recovery (dunning) service that helps subscription businesses recover revenue lost to failed payments on Paystack. We do this by:

• Receiving webhook events from your Paystack account when subscription payments fail
• Sending branded email reminders to your customers on your behalf, prompting them to update their payment method
• Retrying failed charges using Paystack's Charge Authorization API with your customers' stored card authorisation tokens
• Providing a dashboard showing your recovery metrics

We act as a service provider operating on your behalf. You remain the controller of your customer relationships and data at all times.

2. Account Setup and Access

To use Recovr, you will:

• Provide your Paystack secret key, which we store in encrypted form
• Configure a webhook URL in your Paystack dashboard to forward payment events to our servers
• Customise your branding settings (company name, support email, accent colour)

You represent that you have the authority to grant us access to your Paystack account and to perform payment recovery actions on your behalf. You are responsible for keeping your account credentials secure.

3. How We Use Your Paystack API Key

4. Fees and Payment

4.1 Performance-Based Pricing

Recovr charges 15% of recovered revenue. "Recovered revenue" means payments that were initially declined and subsequently collected through Recovr's retry attempts or as a direct result of Recovr's dunning emails prompting a customer to update their payment method.

4.2 Free Tier

The first R3,000 (or currency equivalent) of recovered revenue per calendar month is free. Fees apply only to recovered amounts exceeding this threshold.

4.3 Billing Cycle

We invoice monthly in arrears for the previous month's recovered revenue. Your invoice will include a detailed breakdown of each recovered payment and the associated fee. Payment is due within 14 days of invoice.

4.4 Disputes

If you believe a payment was incorrectly attributed to Recovr's recovery efforts, you may dispute it within 14 days of the invoice date by contacting us at billing@recovr.co.za. We will review and resolve disputes within 7 business days.

5. Your Responsibilities

• You must have the right to use Paystack's services and to authorise third-party access to your account
• You must ensure your use of Recovr complies with Paystack's Terms of Service and Acceptable Use Policy
• You are responsible for the accuracy of your branding settings and the content of customised email templates
• You must not use Recovr for any unlawful purpose, including attempting to charge customers who have legitimately cancelled their subscriptions
• You acknowledge that Recovr sends transactional emails to your customers on your behalf, and that your customers have an existing billing relationship with you

6. Data We Process

When a payment fails, Paystack sends us the following data via webhook:

• Customer email address and name
• Payment amount and currency
• Subscription and plan identifiers
• Card authorisation token (not the card number — we never see or store card numbers)
• Decline reason / gateway response

We store this data to operate the recovery process and display it in your dashboard. For full details on how we handle personal data, see our Privacy Policy.

7. Emails Sent on Your Behalf

Recovr sends transactional emails to your customers regarding their failed payments. These emails:

• Are branded with your company name, colours, and support email
• Contain a link to Paystack's hosted subscription management page where customers can update their card
• Follow a 3-step escalating sequence (friendly → reminder → urgent) over 7 days
• Stop automatically when the payment succeeds or you disconnect Recovr

These are transactional communications related to an active billing relationship, not marketing messages. They do not require separate opt-in consent under applicable data protection laws (POPIA, GDPR).

8. Card Authorisation and Retries

Recovr uses Paystack's Charge Authorization API to retry failed charges. This is a documented, intended use of the API. We follow these safeguards:

• Maximum of 4 retry attempts per failed payment
• Minimum 24 hours between retry attempts
• Hard declines (stolen card, restricted card) are never retried
• We respect Paystack's card regulation rules (cards failing 10 times are throttled to once per 24 hours)
• Retries stop immediately when a payment succeeds or the grace period expires

9. Disconnecting and Cancellation

You may stop using Recovr at any time by removing our webhook URL from your Paystack dashboard. Upon disconnection:

• We immediately stop receiving new payment events
• All active dunning sequences stop
• No further retry attempts are made
• Any outstanding fees for already-recovered revenue remain payable
• We retain your data for 90 days for billing purposes, then delete it unless legally required to keep it longer

There is no cancellation fee, lock-in period, or notice requirement.

10. Limitation of Liability

Recovr is provided "as is." While we make every effort to recover failed payments, we do not guarantee any specific recovery rate or outcome. We are not liable for:

• Payments that cannot be recovered due to hard declines, cancelled cards, or customer disputes
• Service interruptions caused by Paystack's systems, APIs, or infrastructure
• Any indirect, incidental, or consequential damages arising from use of Recovr

Our total liability to you for any claim arising from these Terms shall not exceed the fees you paid to Recovr in the 3 months preceding the claim.

11. Intellectual Property

Recovr's software, branding, email templates, and recovery algorithms are our intellectual property. You may not copy, modify, reverse-engineer, or redistribute any part of our service. Your company name, logos, and branding remain your property.

12. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes via email at least 14 days before they take effect. Your continued use of Recovr after the effective date constitutes acceptance of the updated Terms.

13. Governing Law

These Terms are governed by the laws of the Republic of South Africa. Any disputes arising from these Terms shall be resolved in the courts of the Western Cape, South Africa.

14. Contact

If you have questions about these Terms, contact us at:

Recovr
Cape Town, South Africa
legal@recovr.co.za