Last updated: August 2026

The principle behind this policy

We try to be straightforward about money. Broadly: if we have not yet done the work or incurred a cost on your behalf, you can have your money back. If the work is done, or a third party has already been paid, we cannot recover it and neither can you.

Nothing in this policy limits any right you have under the Consumer Protection Act 68 of 2008 where that Act applies to you.

Cooling off before work starts

If you have paid but we have not started work and have not yet paid a third party fee on your behalf, tell us and we will refund you in full. No argument, no admin fee. Just email hello@digitalxagency.io.

Practically, this means acting quickly. Registration filings and domain purchases often happen within a working day of payment.

Company registration and CIPC filings

Company registration fees include statutory CIPC charges that we pay on your behalf and cannot recover once submitted.

Before submission to CIPC: full refund of our service fee.
After name reservation has been lodged: the CIPC name reservation fee is non refundable. Our remaining service fee is refundable.
After registration has been submitted: non refundable, because the statutory fee is spent and the work is done.
If all your proposed names are rejected: we resubmit with fresh names at no additional service fee. This is not a failure of the service and does not create a refund entitlement.

If we make an error in a filing, we correct it at our own cost, including any resubmission fee.

Websites and development work

Deposits secure your place in our schedule and cover work that begins immediately. They are non refundable once design or development has started.
Before any work starts: deposits are fully refundable.
Mid project cancellation: you are billed for work completed to that point and refunded the balance. We will show you what was done. You receive the work in progress files for anything you have paid for.
After launch and sign off: the project fee is not refundable. Faults in what we built are fixed free of charge as part of our work, which is different from a refund.

Domains

Domain registrations are paid to a registry and are never refundable, including where a domain was registered in error at your instruction. Please check the spelling carefully before approving a domain. The domain remains yours for the paid period regardless of whether you continue with us.

Hosting, email and care plans

These are month to month after any initial period stated in your quote.
You may cancel future billing at any time. Cancel before your next billing date to avoid the next charge.
The current paid month runs to its end and is not pro rated or refunded.
Annual prepayments are refundable on a pro rata basis for full unused months, less any discount you received for paying annually.
If we cause extended downtime through our own fault, tell us and we will credit your account fairly for the affected period.

Digital marketing, SEO and Google Ads

Management fees cover work performed in that month and are not refundable retrospectively.
Cancel before the next billing date and no further fee is charged.
Advertising spend paid to Google or Meta is theirs, not ours. Unspent budget sitting in an ad account can usually be paused and remains available to you, but we cannot refund money already spent on delivered impressions or clicks.
We do not offer refunds based on ranking positions or lead volumes, because we do not promise specific outcomes. What we do promise is honest reporting and that we will tell you if we think you should stop spending.

Mobile advertising campaigns

Before branding is applied: full refund less any artwork preparation already completed.
After branding has been applied to a bike or vehicle: non refundable, because materials and application labour are spent.
Mid campaign cancellation: the current paid month runs to its end. Future months are cancelled with no charge.
Committed placements, booked event coverage and produced materials are billable whether or not you proceed.

Payments and duplicates

Card payments are processed by Paystack. Approved refunds are returned to the original card or account, normally within 5 to 10 working days depending on your bank. We cannot refund to a different account than the one that paid.

If you have accidentally paid twice, tell us. We refund duplicate payments in full, without needing to be asked twice.

Chargebacks

Please contact us before raising a chargeback with your bank. A chargeback on work already delivered costs us the fee plus a penalty, and it takes weeks to resolve for both of us. In almost every case a direct conversation is faster. If we owe you money, we will simply pay it.

How to cancel or request a refund

Email hello@digitalxagency.io from the address on your account, or WhatsApp us on 078 249 1129.
Tell us which service you are cancelling and, if relevant, why. The reason genuinely helps us improve, and you are not obliged to give one.
We will confirm in writing within one business day, including the effective date and any final amount owing or refundable.
Approved refunds are processed to your original payment method.

Cancelling a service does not delete your data immediately. See our Privacy Policy for retention periods, and tell us if you want your files handed over.

If you are unhappy

Tell us before you tell the internet. We would rather fix a problem than win an argument. Email hello@digitalxagency.io or call 021 879 3035 and ask to speak to someone about a complaint. If we cannot resolve it, our Terms of Service set out the dispute process.

Contact us

Questions? Email hello@digitalxagency.io or call 021 879 3035.

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