Refund Policy

1. Purpose of this policy

This Refund Policy explains how OrbitWeb Studio handles cancellation and refund requests for websites, software, mobile applications, AI agents, automation, hosting support and other digital or professional services. It forms part of our Terms and Conditions.

Every request is assessed fairly against the agreed project scope, work completed, costs already committed and rights available under South African law.

2. Before work begins

If you cancel before OrbitWeb Studio has started work or committed any project-specific third-party cost, we will ordinarily refund the amount paid. Where a cost has already been irreversibly incurred with your approval, the refund may be reduced by that reasonable, documented amount, subject to applicable law.

Any statutory cooling-off right that applies to the way you entered the transaction remains available and is not restricted by this policy.

3. After work has started

Because OrbitWeb Studio services involve reserved time and custom work, a cancellation after work starts does not automatically qualify for a full refund. We will calculate any refundable balance with reference to:

• the agreed project price and scope;
• work and project management already completed;
• deliverables, drafts or research already supplied;
• approved licences, domains, hosting, APIs or other third-party costs; and
• a reasonable cancellation charge where permitted by law.

We will explain the calculation in writing. We will not charge for work that has not been performed or for avoidable costs that have not been incurred.

4. Completed custom digital work

A completed website, design, software feature, automation or other made-to-order digital deliverable is generally not refundable merely because you change your mind after accepting or using it. This does not apply where the service materially fails to meet the agreed scope or a remedy is required by law.

5. Quality problems

If you believe our service is defective or materially different from the agreed scope, email us promptly with the order reference, a description of the problem and supporting screenshots or examples.

Where appropriate, OrbitWeb Studio will first remedy the affected service within a reasonable time. If the service cannot be reasonably corrected, or if applicable law entitles you to another remedy, we will provide a fair refund for the affected portion. This reflects the right to quality service and reasonable remedies under section 54 of the Consumer Protection Act.

6. Monthly services

You may request cancellation of future monthly service periods by contacting us before the next billing date. Cancellation stops future service and charges once processed. A period already started is assessed according to work performed, resources reserved and any mandatory statutory right.

The website checkout for the Business plan collects the initial R499 monthly payment only. Automatic recurring billing will apply only where OrbitWeb Studio and the Client separately agree to and configure it.

7. Domains, licences and third-party charges

Domain registrations, paid plugins, software licences, advertising spend, hosting, messaging credits and similar third-party items may be non-recoverable once purchased or activated. If they can be cancelled and refunded by the provider, we will pass the recoverable amount to you after it is received.

8. How to request a refund

Send the request to orbitwebrsa@gmail.com with:

• your full name and business name;
• the email used at checkout;
• your OrbitWeb Studio order reference;
• the reason for the request; and
• any relevant evidence or project correspondence.

Please contact us as soon as reasonably possible after the issue or cancellation decision. A preferred reporting period does not remove any longer right or remedy provided by law.

9. Review and payment of approved refunds

We will acknowledge the request and may ask for information needed to assess it. Once approved, we aim to submit the refund within 10 business days using the original payment method where reasonably possible. Paystack or the receiving bank may require additional processing time.

If the original method cannot receive the refund, we will agree on a secure alternative and may request reasonable proof needed to prevent fraud.

10. Statutory rights

This policy does not exclude, waive or reduce any right that cannot lawfully be excluded. If a term conflicts with mandatory South African consumer law, the mandatory legal protection applies.