Our Commitment
We don't ask for money upfront. Work begins, you review it, request changes, and only pay once you are completely satisfied. That is our promise — and it's non-negotiable.
This isn't a marketing line. It's how we operate on every project. Payment is only processed through our secure payment gateway after you have formally reviewed and approved the final deliverable.
Refund Policy
Because payment is only ever processed after you have reviewed, approved, and are satisfied with the work, all payments are considered final and non-refundable.
By completing payment you are confirming that you are happy with the deliverable. Refunds are therefore not applicable — you have already made that decision before any charge is made.
This policy is compliant with the South African Consumer Protection Act (CPA) as the client has the full opportunity to review and approve prior to payment.
Cancellation Policy
You may cancel your project at any point before payment is processed. No penalties, no pressure.
- Before work begins — No charge. No obligation. Walk away freely.
- Mid-project (work in progress) — No charge. However, all work completed to that point remains the intellectual property of Veld Agency and will not be transferred or handed over.
- After payment is processed — The project is considered accepted, delivered, and complete. Cancellation and refunds do not apply at this stage.
Monthly Maintenance Retainer
There are no subscriptions or recurring charges unless the client opts into our optional monthly maintenance retainer.
- Retainer fee — R1,500/month, billed monthly after each period of service.
- Cancellation — Cancel at any time with 30 days written notice. No penalties, no lock-in.
- Refunds on retainer payments — Monthly retainer charges cover work and availability already provided for that period. Payments already processed are non-refundable. If you cancel mid-month after payment, service continues until the end of that billing period.
Written notice of cancellation can be sent via WhatsApp or email. Cancellation takes effect at the end of the 30-day notice period.
Revisions
A defined number of revision rounds is agreed upon and included in every project brief. Revisions within that scope are covered at no additional cost.
Revisions that fall outside the agreed scope — additional pages, new features, or changes to the original brief — will be quoted separately before any work is undertaken.
Questions?
If you have any questions about this policy or how our payment process works, get in touch before starting your project.