Refund & Cancellation Policy

Scope

This policy applies to project deposits, milestone payments, retainers, support services and other payments made to DT Digital. The applicable Project Agreement may contain more specific cancellation terms and will take priority where lawful.

Custom services

Our work is generally created to a client’s specifications and cannot simply be returned or resold. For that reason, payment for work already performed, approved third-party costs and resources reasonably committed to the project is not refundable, except where a refund or other remedy is required by law or expressly provided in the Project Agreement.

Cancellation by the client

A client must send a cancellation request in writing to info@dtdigital.co.za. The cancellation takes effect when we acknowledge it in writing.

If cancellation occurs before work begins, we will refund amounts paid after deducting any non-recoverable transaction charges, approved third-party costs and a reasonable amount for project planning or resources already committed, if any. If work has begun, we will provide an account of work performed and committed costs. Any amount paid above the value of that work and those costs will be refunded; any shortfall remains payable.

Deposits and milestone payments

A deposit secures capacity and funds discovery, planning and early delivery. It is not automatically refundable once work or resource reservation has begun. Milestone payments relate to work completed or capacity committed for that stage and are ordinarily non-refundable after the milestone has been delivered or approved.

Where a payment is described as non-refundable, that wording applies only to the extent permitted by law and does not remove a mandatory right or remedy.

Cooling-off rights

Any statutory cooling-off right applies only where the law provides one. Under South African electronic-transaction rules, cooling-off rights may not apply where services began with the consumer’s consent during the cooling-off period or where goods or services are made to the consumer’s specifications. We will honour any right that applies to the particular transaction.

Delays and inactivity

If a project is delayed by missing content, access, feedback or approval from the client, we may reschedule the work. If the client remains unresponsive for 30 days after written notice, we may treat the project as paused or cancelled, invoice work performed and committed costs, and quote separately to restart it. A client-caused delay is not grounds for a refund of completed work or reserved capacity.

Cancellation by DT Digital

We may suspend or cancel work for material non-payment, unlawful instructions, abusive conduct, a serious security risk or another material breach that is not corrected after reasonable written notice. The client remains liable for work performed and committed costs up to cancellation.

If we cancel for convenience and not because of the client’s breach, we will refund any prepaid amount relating to work not performed and transfer completed, paid-for deliverables as provided in the Project Agreement.

Defects and service concerns

A request to correct work is different from a cancellation. If a deliverable materially fails to meet the agreed specification, the client should notify us in writing with sufficient detail during the agreed review period. We will investigate and, where appropriate, re-perform or correct the affected work within a reasonable time.

If we cannot remedy a verified material failure, the client may be entitled to a proportionate refund or another remedy under the Project Agreement or applicable law. Changes of preference, new requirements and third-party failures are not defects in our work.

Recurring services

Hosting, maintenance, subscriptions and retainers may be cancelled on the notice stated in the Project Agreement. Unless otherwise stated, cancellation takes effect at the end of the paid billing period and fees for a billing period already started are not prorated. Third-party licences and domain renewals already purchased are non-refundable where the supplier does not refund them.

Refund method and timing

Approved refunds will ordinarily be returned through the original payment method where possible. We aim to initiate an approved refund within 10 business days, although a bank or payment provider may take additional time to reflect it. Transaction or currency-conversion charges imposed by third parties may be deducted only where lawful and disclosed.

Chargebacks and disputes

Please contact us before initiating a payment dispute so we can investigate promptly. This does not prevent a client from exercising any lawful right with its bank, payment provider, consumer body or court. Fraudulent or abusive chargebacks may be contested with project and payment records.

Contact

Send cancellation, refund or service concerns to info@dtdigital.co.za, including the client name, invoice number, project and reason for the request. We will assess each request against the Project Agreement, work completed and applicable law.