Refund Policy

1. General position

Web design and development is a service that involves significant time and expertise from the moment a project starts. Because of this, refunds are handled on a case-by-case basis and are only applicable in specific circumstances outlined below.

We always prefer to resolve concerns by finding a workable solution before considering a refund. If you are unhappy with any aspect of our service, please contact us first so we can address it.

2. Deposits

The deposit paid to confirm and start a project is non-refundable. This deposit covers the time spent on project scoping, planning, initial design, and resource allocation.

By paying the deposit, you acknowledge that work has commenced on your behalf and that these hours cannot be recovered.

3. Project refunds (once-off builds)

Refunds on the remaining project balance may be considered if:

• We are demonstrably unable to deliver the agreed scope of work, and we cannot resolve the issue within a reasonable timeframe.
• A material error on our part significantly impacts the deliverable and cannot be corrected.

The amount refunded will be proportional to the work remaining at the time of cancellation. Work already completed, reviewed, and approved by you is not eligible for a refund.

Refunds are not provided for dissatisfaction based on personal taste after the agreed design direction has been approved. Design revisions are included within the agreed scope — please make use of them.

4. Monthly retainer and hosting fees

Monthly fees are charged in advance and cover the full calendar month. Refunds are not issued for partial months if you cancel mid-cycle.

If you cancel a monthly service before the end of the billing period, the service will continue until the end of the period already paid for, and no further charges will be made.

5. Non-refundable items

The following are not eligible for refunds under any circumstances:

• The initial project deposit.
• Fees for work already completed and approved by you.
• Domain registration fees (these are non-recoverable third-party costs).
• Third-party software licences or plugin purchases made on your behalf.
• Ad spend for paid advertising campaigns (this is disbursed directly to the advertising platforms).
• Fees for work completed under a retainer agreement within the billing period.

6. How to request a refund

To request a refund, please email us at sales@bushveldwebco.co.za with the subject line "Refund Request" and include:

• Your name and business name.
• The invoice number or project reference.
• A clear description of the reason for the refund request.

We will acknowledge your request within 2 business days and respond with a decision within 10 business days.

7. Processing time

Approved refunds will be processed within 10 business days of approval. Refunds are issued via the same payment method used for the original transaction where possible. Bank transfer refunds may take an additional 2–5 business days to reflect in your account.