1. The principle
Our work is bespoke: time spent designing and building for you cannot be resold. So refunds are based on work already performed and costs already committed, rather than a flat rule. We would always rather fix a problem than end a project, so please talk to us first.
This policy works together with our Terms & Conditions.
2. How to cancel
Email bukasa.get@gmail.com with your name and what you are cancelling. Cancellation takes effect on the date we receive your notice, and we will confirm in writing.
3. Website and software projects
Before work begins
If you cancel before we start, we refund your deposit less any third-party costs already committed on your behalf, such as a registered domain, and less any work already done at your request, such as a discovery session.
After work begins
We invoice for work completed up to the cancellation date and for committed third-party costs. Anything you have paid beyond that is refunded. On request we will provide a breakdown of the work performed.
After delivery or launch
Once work is delivered and accepted, fees for that work are not refundable. Our obligation to fix defects in what we delivered continues as set out in the Terms. A request for functionality the agreed scope never included is a new project, not a defect.
4. Hosting and maintenance
- Hosting and maintenance is billed monthly in advance and you may cancel at any time.
- Cancellation takes effect at the end of the month you have paid for. Part-months are not refunded.
- We will help you move your website to another provider and will provide a copy of your site files and content.
- Once the service ends, we stop hosting, backups and updates. Keep your own copy of anything you need.
- Domain renewals are separate from hosting. A cancelled hosting service does not cancel or renew your domain.
5. Consultations
- Reschedule or cancel at least 24 hours before the session and any fee paid is refunded or credited in full.
- Cancel with less notice, or miss the session, and the fee may be retained.
- Once a consultation has taken place and its findings delivered, the fee is not refundable.
6. Third-party and domain costs
Domains, premium plugins, themes, fonts, stock media and subscriptions bought for your project are generally non-refundable, because the provider charges us on purchase. Where we can recover a cost, we pass the recovery on to you.
7. If we cancel
If we end a project for a reason that is not your fault, we refund amounts you have paid for work not yet performed, and hand over the work you have paid for.
8. Duplicate and failed payments
Tell us about a duplicate or incorrect payment and we will refund it in full once confirmed, normally within 7 business days.
A payment that fails or is declined does not reach us, so there is nothing for us to refund. If money left your account but the payment shows as failed, contact us with the date and amount and we will trace it with our payment provider.
9. How refunds are paid
Refunds are returned to the account the original payment came from. We cannot pay a refund to a different account, which protects both of us against fraud.
Approved refunds are processed within 14 days of agreeing the amount. How quickly the money reflects then depends on your bank. We will confirm the amount and the date in writing.
10. Your rights as a consumer
This policy does not limit rights you have under the Consumer Protection Act 68 of 2008 or other law that cannot lawfully be excluded, including any right to cancel certain electronic transactions or to services performed with reasonable care and skill.
11. If you disagree with a decision
Email us and we will review it and respond in writing. If we still disagree, the complaints process in our Terms & Conditions applies.