Refunds, cancellations & delivery

In short

Every project is agreed in writing before any money changes hands, and you pay in stages as the work is done. You are never asked to pay for work that has not been agreed. If something is not right, tell us and we fix it first. Where a refund is due, we pay it back to the method you paid with within 10 working days.

How payment works

• Each project has a written quote or service agreement that sets out the work, the price in South African rand and the payment stages. Nothing is billed until you accept it.
• A deposit, shown on the quote, is paid before work starts. It books our time for your project and covers the first stage of work: planning, design and setup.
• The rest is invoiced in instalments as the work progresses, as set out in the quote, with the final payment at handover.
• Monthly services (hosting, maintenance and support) are billed monthly in advance.

When you get a full refund

• You cancel a project before we have started work on it: we refund the deposit in full.
• We cancel a project, or cannot deliver what we agreed, for a reason that is not caused by you: we refund everything you paid for work not yet done.
• You were charged in error or paid the same invoice twice: we refund the extra payment in full.
• You are an individual (not a business) and accepted an agreement online: under the Electronic Communications and Transactions Act you may cancel within 7 days without giving a reason and get a full refund. This does not apply once work has started at your request within those 7 days.

Cancelling a project that has started

• You can cancel at any time by telling us in writing.
• We stop work and charge only for the work done up to the date you cancel, never more than the agreed price. If you have paid more than that, we refund the difference. If you have paid less, we invoice the balance for the work done.
• The deposit covers the first stage of work, so it is kept once that work has started.
• You receive everything completed up to that point once it has been paid for.

Monthly services

• Monthly services run month to month, with no lock-in beyond what your agreement states.
• Either side can end them with 30 days' written notice. The service carries on until the end of the period you have already paid for, so that month is not refunded.

If you are not happy with the work

Tell us what is not right. We fix anything that does not match the agreed scope at no charge. If we still cannot deliver what was agreed, the full-refund rule above applies to the work not done.

Costs paid to other suppliers

If, at your request, we pay a third party for you (for example a domain name, a software licence or a stock photo), that supplier's own refund rules apply to that cost. We will tell you before buying anything like this.

Delivery

• Everything we make is delivered digitally: a live website or system on your domain, design and brand files by download or email, an app published to the app stores, or access to the accounts we set up for you. Nothing is shipped, so there are no delivery or shipping costs.
• Work starts once the deposit is paid and we have the content and access we need from you. Your quote or agreement sets the timeline and the stages, and we update you at each stage.
• At handover we send you the links, files and logins in writing. Ownership of the finished work passes to you as set out in your agreement once it is paid for.
• Monthly services start on the date in your agreement and run continuously until either side ends them.
• If we are going to miss an agreed date, we tell you before it passes and give you a new date. If a delay on our side is serious, you may cancel, and the refund rules above apply to the work not done.

How to ask for a refund

• Email info@zeedstudios.co.za or WhatsApp +27 60 897 9268 with your invoice number and the reason.
• We reply within 5 working days.
• Once a refund is agreed, we pay it within 10 working days, back to the method you paid with: to your card or account for online payments, or by EFT for EFT payments. Your bank may take a few more days to show a card refund.

Before disputing a payment

Please contact us first. Most questions about an invoice are settled within a day or two, and a refund through us is quicker than a dispute through your bank.

Your rights

Nothing in this policy limits any right you have under the Consumer Protection Act, the Electronic Communications and Transactions Act or any other law that cannot be excluded.