How cancellations, refunds and payment disputes are handled for hosting, design and support services.
Last updated: 14 September 2026
Hosting and the optional Update Retainer are billed month-to-month. Either you or we may cancel these recurring services with 30 days' written notice by email. You remain responsible for fees already invoiced for the current billing period at the time notice is given. We don't charge a separate cancellation fee.
Once hosting is cancelled, you are responsible for arranging alternative hosting and for any domain transfer required — we'll assist reasonably with the handover where possible.
Website design is billed as a once-off project fee. Because design work begins promptly after sign-up and involves real time and effort from the first draft onward, design fees already paid are non-refundable once work has commenced. If you cancel a design project before any work has started, we'll refund what you've paid in full.
If you're unhappy with delivered design work, contact us first — we'll always try to resolve reasonable concerns with revisions before a refund is considered.
The Update Retainer is optional and billed monthly in advance. It can be cancelled at any time with 30 days' notice as described in Section 1. Unused retainer time in a given month does not roll over and is not refunded, as it reflects availability reserved for your requests that month rather than hours banked.
Domain name registrations and renewals are billed annually at the then-current registry price and are generally non-refundable once a domain has been registered or renewed with the relevant registry, in line with standard domain-industry practice. If a registration fails due to an error on our part before the domain is issued, you'll be refunded in full.
Where a refund is due under this policy, it will be processed back to your original payment method (via PayFast, where the original payment was made through PayFast) or by EFT to your bank account, within a reasonable time of the refund being approved — typically within 10 business days.
If a payment fails, is reversed, or is disputed (e.g. a card chargeback) after a service has already been delivered or activated, we reserve the right to suspend the related service until the matter is resolved. If you believe a charge is incorrect, please contact us directly first at webdesign@kumlehn-frank.life so we can sort it out quickly — before raising a dispute with PayFast or your bank.
Invoices are due within 7 days of issue. Late payment may result in suspension of the affected service (e.g. hosting taken offline) until payment is received. Suspension for non-payment does not cancel the underlying Service Agreement or waive fees owing.
To cancel any service, email webdesign@kumlehn-frank.life from the address associated with your account, or reach us via our contact form, stating which service you'd like to cancel and your preferred cancellation date. We'll confirm your cancellation and final billing date by email.