Refund policy

Who we are

b9design is run by Ludwig Traut, a sole proprietor based in Pretoria, serving clients across South Africa. We are not VAT-registered. Prices we quote are shown accordingly.

We design and build websites, web applications, and mobile apps, and we provide hosting and monthly support where agreed. We also run a referral programme that can earn account credit — not cash — when someone you refer becomes a paying client.

You can pay by PayFast (secure online card and other PayFast methods) or by EFT (bank transfer) when we send you banking details. These policies sit alongside our Terms of Service and Privacy Policy.

Refund policy

We want you to know upfront what you can expect back if plans change. This section covers custom projects, prepaid work, hosting, and support plans.

Deposits and milestone payments

For most custom website and app projects we ask for a 50% deposit before work starts, with further payments tied to agreed milestones (for example design sign-off, build, launch). The exact split is always written in your quote or statement of work.

• Deposit once work has started: The deposit is non-refundable once we have begun work on your project (for example discovery, design, or development). It covers the time we set aside for you.
• Later milestone payments: If you cancel after a milestone is delivered and accepted, that milestone payment is generally not refunded.
• Unused prepaid work: If you paid ahead for work that has not yet been done, we refund the unused portion pro-rata (fair share based on what was left to do).

Hosting, support, and subscriptions

• Monthly hosting and support are billed in advance for the upcoming period.
• No refund for the current billing period once it has started — you keep access until the period ends.
• If you cancel, service continues until the end of the period you already paid for (see Cancellation policy).

Referral credit

Referral rewards are account credit toward b9design services. They are not cash, cannot be swapped for a bank refund, and follow the rules on the referral programme page.

Cooling-off (Consumer Protection Act & ECT Act)

If you are a consumer buying online or at a distance, South African law may give you a limited time to cancel certain agreements. That right does not apply once digital work has started at your request, or where the law allows an exception. If you think cooling-off applies to you, contact us promptly — we will explain your options in plain language.

How to request a refund

Email ludwig@b9design.co.za with your name, project or invoice reference, and a short explanation. We aim to respond within a few business days. Approved refunds are processed within 14 business days to the same method you paid with where possible (PayFast or EFT). Bank processing may add extra time.