How deposits, cancellations, and disputes are handled. Written plainly, because most of it never needs to come up.
Project fees are paid in two instalments: fifty percent (50%) as a deposit to commence work, and the remaining fifty percent (50%) before final delivery. This structure is confirmed in your written proposal before any payment is taken.
If you cancel a confirmed project before we have started any strategy, design, or development work, your deposit is refunded in full, less any payment processing fees already incurred.
Once strategy, design, or development work has begun, the deposit becomes non-refundable, since it covers time and resources already committed to your project. If you cancel partway through a build, we'll invoice you for any work completed beyond the deposit on a pro-rata basis, and refund any amount you've paid above that. We'll always show you what's been completed so the calculation is clear.
Once a project has been delivered, reviewed, and signed off (or launched live), fees for that project are final. Unlike a physical product, the design and development work has been fully performed and cannot be "returned." If something delivered doesn't match what was agreed in your written proposal, contact us. We'll fix it under the relevant revision or post-launch window rather than process a refund.
Monthly support and retainer plans are billed in advance and can be cancelled by either party with thirty days' written notice. We don't refund the unused portion of a month already paid for, but no further billing occurs once the cancellation takes effect.
If you're unhappy with any part of a project or payment, please email us first at hello@hookandhold.co.za with your project or invoice reference. Most concerns are resolved through direct, good-faith discussion. If we can't reach an agreement this way, either party may refer the matter to South Africa's National Consumer Commission or an accredited consumer ombud before pursuing formal legal action, in line with the Consumer Protection Act, 2008.
Email hello@hookandhold.co.za with your name, project name, and invoice or payment reference. Approved refunds are returned to the original PayFast payment method used, and typically reflect within PayFast's standard processing time once approved.
Questions about this policy can be sent to hello@hookandhold.co.za or +27 61 587 9327.