Refund and Cancellation Policy – JL DIGITAL HUB (Pty) Ltd

Last Updated: [15 December 2025]

1. Overview

This Refund and Cancellation Policy explain how cancellations and refunds are handled for Services and products supplied by JL Digital Hub (Pty) Ltd (“JL Digital Hub”, “we”, “us”, “our”). It forms part of our Terms and Conditions and applies to all payments made to us, including those processed through PayFast (by Network).

Because JL Digital Hub primarily supplies professional, custom, and often time-based digital services rather than physical goods, refunds are assessed against the nature of the Service and the work already performed, as set out below.

Fixed-price products at a glance. Most online checkout purchases are fixed-price digital products, such as our R850 basic website security audit. For these products:

• If you have paid but we have not yet started the work, you may cancel for a full refund.
• Once the service has started and performed and the report or deliverable has been issued, the fee is non-refundable, because the work has been completed and delivered.
• If we are unable to provide a product you have paid for, we will refund you in full within 30 (thirty) days.

The sections below set out the full detail, including cancellation of larger projects and recurring services.

2. Nature of Our Services

Our Services are largely bespoke and delivered digitally, and include website design and development, SEO, Google Ads and social media management, security audits and remediation, digital catalogue and magazine design, graphic design, and monthly retainer or subscription plans. Once work on a custom project begins, our time, skill, and third-party costs are committed and cannot be recovered.

3. Deposits

3.1 Project deposits (where applicable) secure your booking in our schedule and cover initial work, planning, and resource allocation.

3.2 Deposits are non-refundable once work has commenced, as they compensate for time and resources already committed to your project.

3.3 If you cancel a booked project before any work has begun, we may, at our discretion, refund the deposit less a reasonable administration and booking fee of [ADMIN FEE, e.g. between 15 to 30]%.

4. Cancellation of Once-Off Projects (e.g. Websites, Catalogues, Design)

4.1 You may cancel an in-progress project at any time by written notice (email is acceptable).

4.2 On cancellation, you remain liable for:

• All work completed and time spent up to the date of cancellation, charged at our applicable rates or against project milestones; and

Any non-recoverable third-party costs already incurred on your behalf (for example licenses, domains, hosting, premium plugins, stock assets, or advertising spend).

4.3 Where amounts already paid exceed the value of work done and costs incurred, we will refund the difference. Where the value of work done and costs incurred exceeds amounts paid, the balance remains payable by you.

5. Cancellation of Monthly / Recurring Services (Retainers, Maintenance, Hosting, Ad Management)

5.1 Recurring Services are billed in advance for each service period.

5.2 You may cancel a recurring Service by giving [NOTICE PERIOD, e.g. 30 days’] written notice before the next billing date, unless a different notice period is stated in your quotation or agreement.

5.3 The Service will continue until the end of the current paid period. Fees already paid for the current period are non-refundable, as the Service remains available to you for that period.

5.4 We do not provide pro-rata refunds for partial use of a monthly service period unless required by law.

6. Security Audits and Fixed-Price Products

6.1 Fixed-price digital products and services (for example a website security audit) are delivered once we complete and provide the report or deliverable.

6.2 Once a security audit or similar service has been performed and the deliverable issued, the fee is non-refundable, as the work has been completed.

6.3 If you have paid but we have not yet started the work, you may cancel for a full refund of that fee.

7. Services Not Available

In line with standard e-commerce merchant requirements, where we accept payment for a Service or product that we are subsequently unable to provide, we will refund you in full within 30 (thirty) days of confirming that the Service cannot be provided.

8. Cooling-Off Rights (Electronic Transactions)

8.1 Certain online transactions carry a statutory cooling-off right under Section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA), and cancellation rights may also arise under the Consumer Protection Act 68 of 2008 (CPA) where it applies.

8.2 Please note that these statutory cooling-off rights do not apply to certain Services, including:

• Services where performance has begun with your consent before the end of the cooling-off period; and
• Goods or services that are made, produced, or tailored to your specifications (bespoke / custom work).

8.3 Most of our work falls into these excluded categories. Where a statutory cooling-off right does apply to your transaction, we will honor it in accordance with the law.

9. Duplicate or Failed Payments

If you are charged twice for the same transaction, or a payment is deducted but the corresponding Service is not activated due to a technical or gateway error, contact us and we will investigate. Verified duplicate or erroneous charges will be refunded in full.

10. How to request a cancellation or refund

To request a cancellation or refund, contact us in writing with:

• Your name and business name;
• The invoice or reference number;
• The date and amount of payment; and
• The reason for your request.

We aim to acknowledge requests within [e.g. 2] business days and to resolve them within [e.g. 14] business days.

Or just fill out your details in the form hereunder by adding all the details in the space provided.

11. How Refunds Are Paid

11.1 Approved refunds are made using the original payment method where possible. Card payments made via PayFast are refunded to the original card; EFT payments are refunded by EFT to the originating account.

11.2 Refunds are processed in South African Rand (ZAR). The time for funds to reflect depends on your bank or card issuer and the payment gateway.

11.3 Any bank or gateway transaction fees that are non-recoverable may be deducted from a refund were permitted by law.

12. Chargebacks

If you believe a charge is incorrect, please contact us first so we can resolve it directly. Raising a chargeback without contacting us may delay resolution. We reserve the right to dispute chargebacks for Services that were validly ordered and delivered.

13. Changes to This Policy

We may update this Policy from time to time. The version published on the Website at the time of your transaction applies. Material changes will be reflected by an updated “Last updated” date.

14. Contact Us

Please fill out the form hereunder with full details and we will get back to you.