refund-policy

We want you to feel safe booking with us. This policy explains when you can cancel, what you get back, and how quickly. It applies to our Starter Store and Launch Store packages and to Store Care. Nothing in this policy limits your rights under the Electronic Communications and Transactions Act (ECTA) or the Consumer Protection Act (CPA).

1. Your 7-day cooling-off right

You can cancel any package within 7 days of booking, for any reason, and receive a full refund, as long as we have not started work on your store.

If you ask us to start within those 7 days (for example, by booking your onboarding call or sending your brand files so we can begin), you agree that the cooling-off period ends when work starts. From then on, section 2 applies.

2. Cancelling after work has started

Building a store is custom work, so once we start, we charge only for the work completed and the build slot we reserved for you. We refund the rest of what you have paid.

We will always show you how we worked out the amount we keep.

3. Payment plans (instalments)

• Starter Store: 50% to book and start your build, and 50% when your store is ready, before it goes live.
• Launch Store: three equal payments: at booking, when you approve your store design, and when your store is ready, before it goes live.

Your store is published and handed over once the final payment clears. If you cancel during a payment plan, section 2 applies to the total you have paid so far. If what we keep is more than you have paid, we will invoice only the difference, and never more than the stage amounts above.

4. If you're not happy with the design

We fix it before we refund it. Every package includes revision rounds (listed on each package page), and we keep working until the design matches what we agreed in your brief. If we genuinely cannot deliver what we agreed in writing, you may cancel and we will refund everything you paid for work not yet delivered.

5. If we cancel or miss our timeline

• If we cancel your project for any reason other than a breach of our Terms by you, we refund 100% of what you paid for work not yet delivered.
• If we miss your agreed launch date by more than 10 working days for reasons within our control, you may cancel and receive a refund for work not yet delivered.
• Timelines pause while we wait for your content, feedback or approvals. If a project is paused on your side for more than 30 days, we may treat it as cancelled under section 2 after giving you written notice.

6. Store Care (monthly plan)

• There is no contract. Cancel any time with 30 days' written notice by email.
• You pay for the month in which your notice period ends, and nothing after that.
• Monthly fees already paid are not refunded, except for any month in which we did not provide the service.
• Unused support hours roll over while your plan is active, but they have no cash value and are not refunded.

7. Costs we don't control

Your Shopify subscription, domain name, paid apps, themes bought from third parties and Payfast transaction fees are paid by you directly to those providers. We cannot refund them. Please cancel them with each provider if you no longer need them.

8. How to request a refund

1. Email apexvisualsdigital@gmail.com with your name, the package you booked and the reason for cancelling (optional during the cooling-off period).
2. We confirm receipt within 2 working days and send you a breakdown of any amount we keep.
3. We refund you to your original payment method within 10 working days of your cancellation, and never later than 30 days.

Questions? Contact us before you cancel. Most problems can be solved quickly.