Legal

Refund & Returns Policy

Effective date: 5 April 2026  ·  Compliant with CPA (No. 68 of 2008) and ECT Act (No. 25 of 2002)

Summary

  • ✓  7-day cooling-off period under the ECT Act for direct marketing purchases (digital products)
  • ✓  Refunds for defective or misdescribed digital products
  • ✓  Refunds for products not delivered within the agreed timeframe
  • ✗  No refunds once a digital product has been accessed or downloaded (content consumed)
  • ✗  No refunds for change of mind after digital product access
  • ✗  Consulting deposits are non-refundable once work has commenced
  • ✓  Mid-project cancellation: fees for work completed are payable; remainder refunded

1. Nature of Our Products and Services

We offer two categories of products and services, each with different refund considerations:

  • Digital products: Notion templates and guides delivered electronically. Because these are downloaded or accessed instantly, special considerations apply under South African consumer law (detailed in Sections 2–4 below).
  • Consulting and service engagements: AI engineering, web development, business automation, and advisory services. These are governed by the project-specific cancellation terms in Section 5 below.

2. Cooling-Off Period (ECT Act, Section 44)

Under Section 44 of the Electronic Communications and Transactions Act, No. 25 of 2002, you have the right to cancel a transaction within 7 (seven) days of the date of purchase, without reason and without penalty, provided you have not yet accessed, downloaded, or duplicated the product.

To exercise your cooling-off right, email us at hello@creativelynanda.co.za within 7 days of purchase with your order number and the subject line "Cooling-Off Cancellation". We will process your refund within 30 days.

Please note: If you have already accessed the Notion template or downloaded any associated files, the product has been consumed and the cooling-off right no longer applies, as permitted under Section 44(2) of the ECT Act.

3. Your Rights Under the Consumer Protection Act

The Consumer Protection Act, No. 68 of 2008 (CPA) affords you the following rights, regardless of whether you have accessed the product:

a) Right to receive what was described

If the product you received is materially different from how it was described on our website, you are entitled to a full refund. Please contact us within 14 days of purchase with details of the discrepancy.

b) Right to safe and good-quality products

If a digital product is defective (e.g., the file is corrupt, the Notion link is non-functional, or critical features are missing as described), we will either repair the defect, replace the product, or issue a full refund at your election.

c) Right to delivery

If your product is not delivered within 24 hours of payment and we are unable to resolve the issue within a reasonable time, you are entitled to cancel your order and receive a full refund.

4. When Refunds Do Not Apply

We are unable to issue refunds in the following circumstances:

  • You have accessed, duplicated, or downloaded the Notion template and are simply requesting a refund due to change of mind.
  • You purchased the wrong product — please review product descriptions carefully before purchasing.
  • Technical difficulties on your side (e.g., incompatible software, lack of a Notion account).
  • More than 30 days have elapsed since the date of purchase (unless the defect could not reasonably have been discovered sooner).

5. Consulting and Service Engagement Cancellations

The following cancellation terms apply to consulting, AI engineering, web development, and business automation engagements:

a) Project deposits

Deposits paid to secure a project start date are non-refundable once work has commenced. "Work commenced" means we have begun any research, planning, architecture, design, or development activity related to your project.

b) Mid-project cancellation

If you cancel a project after work has commenced, you are liable for payment of all work completed to the date of cancellation, calculated at our standard hourly rate or as a proportion of the agreed project fee, whichever is greater. Any deposit paid will be applied against this amount.

c) Retainer cancellations

Monthly retainer engagements may be cancelled with 30 days' written notice. Fees for the notice period are payable in full. No refund is provided for a month already billed and in progress.

d) Our right to cancel

We reserve the right to cancel a consulting engagement if: payment is overdue by more than 14 days; you provide materially false information; or circumstances arise that make it impossible to deliver the agreed scope. In such cases, a pro-rata refund of any pre-paid fees (less work completed) will be issued.

6. How to Request a Refund

To request a refund, please email us at hello@creativelynanda.co.za with:

  • Your full name and email address used at checkout
  • Your order number or payment reference
  • The product name
  • The reason for your refund request

We aim to respond to all refund requests within 3 business days. Approved refunds are processed back to your original payment method via PayFast and typically reflect within 5–10 business days, depending on your bank.

7. Disputes

If you are not satisfied with the outcome of a refund request, you may escalate your complaint to:

Contact Us

Privacy PolicyTerms & Conditions← Home