Refund & Cancellation Policy

Refund Policy

Deposits and project work

Our work includes research, planning, consultation and project preparation—not only the final website or design.

Once payment is received and you authorise us to begin, these activities may start immediately. If you later cancel, payment for work already properly performed is not refundable merely because you changed your mind.

Your quotation will identify the initial planning stage and its fee. We will account for work completed and approved external costs. Any unused balance will be refunded where due; the entire deposit is not automatically forfeited.

Completed work and digital products

We do not offer discretionary change-of-mind refunds for completed work delivered as agreed, or digital products supplied as described, except where applicable law requires otherwise.

Digital files, designs and software can be copied or retained after delivery and cannot necessarily be returned in the same way as physical goods.

This restriction does not exclude remedies for defective, undelivered or materially misdescribed products or services.

If we cannot complete your project

If Coetsee Digital cannot complete the agreed work, we will notify you and refund payments attributable to work we will not provide. If no usable agreed work has been delivered, we will refund the project payment in full.

Any further rights you have under applicable law remain unaffected.

Requesting a refund

Contact us by email or WhatsApp with your invoice reference and the reason for your request.

Refunds due will ordinarily be paid through the original payment method within ten business days after the amount is established, or sooner where required by law. Card refunds will be returned to the original card.

Nothing in this policy overrides mandatory cooling-off, cancellation or consumer-protection rights.

Cancellation Policy

Coetsee Digital is operated by Henlo Coetsee as a sole proprietor.

Cancelling a project

Send your cancellation notice to admin@coetseedigital.com or +27 68 620 4631 on WhatsApp.

We will stop avoidable further work and expenditure as soon as reasonably practicable after receiving your notice.

You remain responsible for work already properly performed—including agreed planning and preparation—and approved external costs already incurred, subject to applicable law. We will provide a breakdown and account for any balance payable or refundable.

Changing your mind does not automatically entitle you to a full refund once work has begun.

Immediate commencement

If you ask us to start during an applicable cooling-off period, we will obtain your express, recorded consent before starting. This may affect the cooling-off right applicable to that service, but does not remove your other statutory rights.

Hosting, maintenance and ongoing services

Month-to-month services may be cancelled on 30 calendar days’ written notice, unless a shorter period is agreed or required by law.

Fixed-term services follow their agreed cancellation terms and any overriding statutory rights. Cancellation charges will only be imposed where lawful and reasonable.

External purchases and handover

Domain registrations, renewals and third-party licences may involve approved costs that cannot be recovered after purchase. We will explain any such charges.

We will confirm your service end date and arrange the handover of client-owned materials and agreed deliverables under your project agreement.

This policy must be read with our Refund Policy. Mandatory legal rights take priority.