Cancellations and refunds

Last updated: 10 November 2026

We want every client to feel fairly treated. This policy explains how cancellations and refunds work. Your quote and service agreement set out the specific terms for your project; if they differ from this page, they apply.

Free growth audit

The audit is free, so there's nothing to refund. You can reschedule or cancel at any time using the link in your booking confirmation, or by contacting us.

Setup fee

• Before work starts: if you cancel before we've started building, we refund everything you've paid towards the setup fee.
• After work has started: we refund any amount paid for work not yet done, less a reasonable charge for work already completed and any third-party costs we've already paid on your behalf.
• If we can't deliver: if we can't deliver what was agreed in your quote, we'll work with you to put it right, and if we can't, we'll refund the portion of the fee for what wasn't delivered.

Monthly retainer

• The retainer is billed monthly in advance.
• You can cancel at any time by giving us 20 business days' written notice by email.
• We don't refund part-months after a billing period has started, except where we haven't provided the service you paid for.
• When you cancel, everything we built for you stays yours, and we'll help with a clean handover.

Your legal rights

This policy doesn't limit any rights you have under South African law. These include the Consumer Protection Act 68 of 2008 where it applies to you, and the cooling-off period in the Electronic Communications and Transactions Act 25 of 2002 where it applies to an agreement concluded electronically.

How to cancel or request a refund

Email katleho@stellenflow.com with your business name and what you'd like to cancel. We'll confirm in writing. Approved refunds are paid by EFT to the account the payment came from, normally within 10 business days.