Legal
Refund and Cancellation Policy
This policy explains what happens when you cancel a service or request a refund. It does not limit your rights under the law.
1. Scope
This policy explains refunds and cancellations for websites, branding, SEO, hosting, domains, email, and other services. It forms part of our Terms and Conditions. Nothing in this policy limits rights you have under the Consumer Protection Act or any other law.
2. Custom projects
Custom projects, including websites, branding, and design work, require a deposit before work starts. The deposit is non-refundable once work has begun because it reserves your place and covers the work already done. If you cancel, you must pay for work completed up to the date of cancellation. Completed milestones and delivered files are not refundable. Any refund of unused future work is at our discretion and will be confirmed in writing.
3. Hosting
Hosting is billed monthly or annually in advance. You may cancel with 30 days' written notice. We do not refund partial months. Annual hosting fees are generally non-refundable after activation, except where the law requires a refund or where we cannot provide the service. If we terminate the service for our own convenience, we may refund the unused portion on a pro rata basis.
4. Domains
Domain registration, renewal, and transfer fees are generally non-refundable once the order has been submitted to the registrar, because the registry charges us. Domain transfers are subject to registry and registrar rules. If a domain cannot be registered, we will refund the domain fee or offer an alternative.
5. Store purchases
If you are charged twice, charged the wrong amount, or paid for a product you did not receive, contact us and we will investigate. Change-of-mind refunds for self-service products are not guaranteed. Digital services and custom work that have already been delivered are not refundable.
6. Chargebacks
If you have a billing problem, contact us before raising a chargeback. A chargeback can suspend your services while the dispute is investigated. We will provide invoices, delivery records, and correspondence to the payment provider.
7. Consumer rights
If you are a consumer, you may have cooling-off or cancellation rights under the Consumer Protection Act or the Electronic Communications and Transactions Act. Nothing in this policy is intended to limit those rights. Where a cooling-off right applies, we will handle the request in line with the law.
8. How to cancel
Email billing@mvisionweb.co.za with your client ID or domain, the service you want to cancel, and the date you want it to end. We will confirm the cancellation and any amount due. Cancellation by WhatsApp or phone must be confirmed in writing.
9. Effect of cancellation
When a service ends, we may suspend access, remove hosting data, and release the domain or email accounts after the notice period. We keep records for the periods described in our Privacy Policy. You should download your website, email, and data before the cancellation date. We are not responsible for data lost after termination.
10. Contact
Billing: billing@mvisionweb.co.za
Support: support@mvisionweb.co.za
Phone: 067 863 2867