Last Updated: 11/11/2024
Request Procedure
Refunds must be requested by sending an email to accounts@kreatorz.co.za to be eligible for consideration. Requests received by any other method—including direct WhatsApp, SMS, text, image to a staff member, or private phone conversation—cannot be considered or processed.
Change of Mind
For a Change of Mind refund request to be considered, it must be received by our Accounts department within 7 calendar days from the date of service undertaking. Refund requests made after the 7-day period will not be eligible for consideration. We do not require that you provide a reason for your request; however, feedback is appreciated.
Change of Mind refund requests are granted at the Sole Discretion of the designer and are subject to approval.
The refund may only be considered if the service has not been substantially used or initiated. If a service was partially completed or significant time was spent, the refund request may be denied.
Change of Mind refund requests are subject to the following:
- A 20% processing fee will be applied to cover the costs of financial transactions and time spent on the project.
- Change of Mind refunds apply only to single services (Web Design, Software Development, Graphic Design, Branding, Motion Graphics, Social Media Marketing, Photography, and Videography) and cannot be granted if the service was part of a larger solution package.
- In the case of web-based services, we require that you supply the URL of where the service was in use prior to considering your request.
- Any refund will be prorated based on services already rendered and time spent on your project.
Monthly Maintenance Package Policy
The provided monthly plans can be cancelled at any time. A refund will be issued for 50% of the unused portion based on the total amount paid, calculated according to the number of business hours worked within the month. The refund will follow the “90 business day rule,” meaning that the refund amount will be determined after accounting for the services rendered up to the cancellation date.
Monthly Search Engine Optimization (SEO) plans may also be canceled at any time; however, they are not eligible for a refund if digital services have already been rendered.
Graphic Design Refund Policy
Refunds for graphic design projects may only be considered if the project has not been completed or submitted for production. Once the project has been printed or submitted for print to a third-party vendor, no refunds will be provided.
Refunds may only be granted if the client was dissatisfied with the final design and never gave explicit approval of the submission. Approval is considered to be any form of formal acknowledgment, such as written confirmation, email confirmation, or signed approval.
A 20% processing fee will be applied to cover the cost of produced work and payment processing fees.
Web Design Refund Policy
Due to the complex and time-consuming nature of website development, no refunds will be considered for web design services once work has commenced.
Refunds will not be granted once any intellectual property (e.g., web designs, graphics, or code) has been created, deployed, or developed for the client. If any significant work has been completed (e.g., initial design drafts, backend setup), a refund request may be denied.
If dissatisfaction occurs, we will offer to address the concerns by revising specific aspects of the project but cannot offer a full refund for work already completed.
Reasons Not Eligible For Refund
Refunds will not be provided under the following circumstances:
- If any Intellectual Property (IP) has been developed, deployed, or created, including but not limited to website design, graphic design, software development, motion graphics, branding, photography, videography, and any other digital intellectual properties and services.
- If the purchaser has distributed the product on peer-to-peer (P2P) or illegal content (warez) websites.
- If the purchaser has attempted a chargeback and the chargeback was unsuccessful.
Intellectual Property
Intellectual Property (IP) refers to various creations of the mind, such as artistic works, designs, software code, written content, and digital assets. Once IP is created, developed, or deployed on your behalf, refunds will not be considered.
Final Approval
For all design services (including web and graphic design), final approval will be considered the formal acceptance of the work either through written confirmation, email confirmation, or signature. Once this approval is given, no refunds will be processed unless the service was not rendered as per the agreed terms. Any issues should be raised before approval is granted.