Refund & Cancellation Policy
Last updated: September 2026. How deposits, milestones and cancellations work.
How this applies
This policy covers paid engagements booked through Digitize (Pty) Ltd — websites, dashboards, web apps, client portals, AI chatbots and related work. Your written proposal or quote may set out additional or more specific terms for your project, which take priority over this general policy.
Deposits
Most engagements start with a deposit to secure your project slot. If you cancel before we begin any work, your deposit is refunded in full. Once we've started work on your project, the deposit becomes non-refundable, as it covers time already committed.
Milestone billing
Larger projects are typically billed in milestones tied to project phases (for example: design, build, launch). Each milestone is invoiced on completion of that phase and is payable before we proceed to the next one.
Cancelling a project in progress
If you cancel partway through, you'll be invoiced for work completed up to that point, including any milestone in progress. We won't charge you for milestones that haven't started. Any amount already paid for work not yet delivered will be refunded.
No guarantee of business outcomes
We deliver the agreed scope professionally and on time. We don't guarantee specific business results (such as leads, sales or rankings), since these depend on factors outside our control — refunds aren't offered simply because outcomes didn't meet expectations, provided the agreed work was delivered.
If something's wrong with the delivered work
If what we deliver doesn't match your written proposal, tell us and we'll fix it at no extra cost. This policy doesn't limit any rights you have under the Consumer Protection Act.
The AI Business Audit
Our AI Business Audit is free to use, so no payment or refund applies to it.
Requesting a refund
To ask about a refund or raise a concern about billing, contact us via email, WhatsApp or phone. We aim to respond within one business day and resolve most requests within a few business days.
Related policies
See also our Terms of Service and Privacy Policy.