REFUND POLICY

Effective Date: 5 October 2026
Last Updated: 5 October 2026

This Refund Policy applies to website design, website development, ecommerce development, hosting and other project-based services provided by Infinitech Web.

Our aim is to ensure that every project is completed according to the agreed requirements, specification sheet, quotation and discussions between Infinitech Web and the Client.

1. PROJECT-BASED SERVICES

Before a project starts, the agreed requirements may be recorded in a quotation, specification sheet, project brief, written correspondence, email, WhatsApp communication or other written discussions between Infinitech Web and the Client.

The agreed requirements form the basis against which the project will be completed.

2. CLIENT INFORMATION AND CONTENT

The Client is responsible for providing Infinitech Web with all information, content and materials reasonably required to complete the project.

This may include:

  • Company information

  • Website text

  • Images and photographs

  • Logos

  • Product information

  • Product images

  • Pricing

  • Contact information

  • Social media links

  • Login credentials

  • Domain and hosting information

  • Design requirements

  • Examples or references

  • Other information reasonably required for the project

2.1 Client Delays

If a project is delayed because the Client has not provided the required information, content, approvals, access or other materials, the delay will not be considered a failure by Infinitech Web to complete the project.

2.2 No Refund for Client-Caused Delays

Where Infinitech Web is ready and able to continue with the project but cannot do so because the Client has failed to provide the required information, materials, access or approval, no refund will be due solely because of the resulting delay.

3. 90-DAY PROJECT RESPONSE PERIOD

The Client is responsible for responding to reasonable requests from Infinitech Web during the development of a project.

If Infinitech Web is waiting for information, content, approval, feedback, access or other required input from the Client, the project will remain on hold until the Client responds.

3.1 Ninety-Day Period

If the Client does not respond to Infinitech Web for a continuous period of 90 days, and the lack of response prevents Infinitech Web from completing the project, the project will be considered abandoned and cancelled by the Client.

3.2 No Refund After 90 Days

Where a project is cancelled due to the Client's failure to respond within the 90-day period:

No refund will be payable to the Client.

This applies regardless of how much of the project has already been completed.

3.3 Recommencing After 90 Days

If the Client wishes to proceed with the project after the 90-day period has expired, Infinitech Web may treat the work as a new project.

The Client will therefore be required to:

  • Submit the project requirements again;

  • Confirm the current requirements;

  • Accept a new quotation;

  • Pay the applicable new project fee; and

  • Agree to the current project terms and conditions.

The original project price or payment will not automatically be carried forward.

3.4 No Automatic Discount

A project restarted after the 90-day cancellation period will be treated as a new project.

No discount will automatically be provided for payments previously made toward the cancelled project.

Any discount or credit will only apply if Infinitech Web expressly agrees to it in writing.

3.5 Reasonable Reasons for Non-Response

Infinitech Web may, at its discretion, consider a reasonable and documented reason for the Client's failure to respond within the 90-day period.

Examples may include serious unforeseen circumstances that prevented the Client from reasonably communicating with Infinitech Web.

Any extension must be agreed with Infinitech Web before the 90-day period expires wherever reasonably possible.

4. INFINITECH WEB'S RESPONSIBILITY

Infinitech Web will make reasonable efforts to complete the project according to the agreed:

  • Specification sheet;

  • Quotation;

  • Project brief;

  • Written requirements;

  • Design approvals; and

  • Discussions and agreements relating to the project.

Where a specific requirement has been agreed upon as part of the project, Infinitech Web will make reasonable efforts to deliver that requirement.

5. WHERE INFINITECH WEB CANNOT COMPLETE THE AGREED PROJECT

If Infinitech Web determines that it is unable to complete the project according to the agreed specification, requirements or agreed scope, and the issue cannot reasonably be resolved or completed, the Client will be entitled to a full refund of the amount paid for that project.

This applies where:

  1. The required functionality was specifically agreed upon;

  2. The requirement forms part of the agreed project scope;

  3. The Client has provided all information, content, access and cooperation reasonably required;

  4. The inability to complete the requirement is not caused by the Client or a third-party service outside Infinitech Web's reasonable control; and

  5. Infinitech Web is unable to provide an acceptable solution within the agreed project scope.

6. FULL REFUND

Where the conditions in Section 5 apply, Infinitech Web will provide a 100% refund of payments made for the affected project.

The refund will be processed using the payment method reasonably available to Infinitech Web.

Where work has already been completed and accepted by the Client, the refund may be limited to the portion of the project that Infinitech Web has been unable to complete, unless the inability to complete the project means that the entire project cannot reasonably be delivered.

7. CLIENT CHANGE OF MIND

A refund will not automatically be provided because the Client changes their mind about the project after development has commenced.

This includes situations where the Client:

  • Changes the design direction;

  • Changes the business requirements;

  • Requests a substantially different website;

  • Changes branding;

  • Changes functionality;

  • Requests additional features; or

  • Decides not to proceed for reasons unrelated to Infinitech Web's ability to deliver the agreed project.

Additional work resulting from changes to the original requirements may be quoted separately.

8. ADDITIONAL WORK

If the Client requests work that falls outside the original specification, quotation or agreed project scope, Infinitech Web may provide an additional quotation.

Additional work is not automatically included in the original project price.

9. THIRD-PARTY SERVICES

Some website functionality may depend on third-party services, including but not limited to:

  • Payment gateways;

  • Hosting providers;

  • Domain registries;

  • Google services;

  • Meta/Facebook services;

  • WhatsApp;

  • APIs;

  • WordPress plugins;

  • Premium themes;

  • External software;

  • Email services; and

  • Other third-party platforms.

Infinitech Web cannot guarantee that third-party services will remain available, compatible or unchanged.

Where a project requirement cannot be completed because a third-party service has changed, been discontinued, restricted or made unavailable, Infinitech Web will first attempt to find a reasonable alternative where practical.

A refund will not be due where the inability to provide functionality is caused solely by a third party and is outside Infinitech Web's reasonable control.

10. APPROVAL OF WORK

The Client is responsible for reviewing work provided by Infinitech Web and communicating any issues or changes.

Where a Client approves a design, page, functionality or other project component, that approval may be treated as acceptance of that component.

Minor changes, corrections and reasonable adjustments required to bring the completed work in line with the agreed specification will not normally constitute grounds for a refund.

Infinitech Web will first be given a reasonable opportunity to correct any issue before a refund is considered.

11. REFUNDS FOR HOSTING SERVICES

11.1 Annual Hosting

Annual hosting payments are non-refundable.

Once an annual hosting package has been purchased and payment has been received, the annual hosting fee will not be refunded due to cancellation, non-use, early termination or the Client's decision to move their website to another hosting provider.

The Client remains entitled to use the hosting service for the remainder of the paid hosting period, subject to these Terms and Conditions and the applicable hosting agreement.

11.2 Domain Registration and Renewal

Domain registration and renewal fees paid to third-party domain registries are generally non-refundable once the domain has been registered or renewed.

11.3 Monthly Hosting

Monthly hosting services may be cancelled in accordance with the applicable hosting agreement.

Fees relating to hosting services already provided are not refundable.

12. REFUND PROCESS

Where a refund is approved, Infinitech Web will confirm the refund amount with the Client.

Refunds will normally be processed within a reasonable period after approval of the refund.

Any transaction, payment processing or third-party fees that cannot be recovered by Infinitech Web may be deducted from a refund where legally permitted and where those costs were incurred on behalf of the Client.

13. NO REFUND FOR CLIENT-SUPPLIED ERRORS

Infinitech Web will not be responsible for problems caused by incorrect information supplied or approved by the Client.

Examples include:

  • Incorrect prices;

  • Incorrect product information;

  • Incorrect contact details;

  • Incorrect addresses;

  • Incorrect images;

  • Incorrect spelling supplied by the Client;

  • Incorrect links;

  • Incorrect login information; or

  • Other information supplied or approved by the Client.

Where practical, Infinitech Web will correct such errors as part of agreed support or additional work, depending on the circumstances.

14. PROJECT CANCELLATION BY THE CLIENT

If the Client voluntarily cancels a project after work has commenced, the Client will not automatically be entitled to a refund.

Infinitech Web may consider a refund on a case-by-case basis, taking into account:

  • Work already completed;

  • Time spent on the project;

  • Third-party costs;

  • Software or licence costs;

  • Services already provided; and

  • The reason for cancellation.

15. FAIR RESOLUTION

Infinitech Web believes that disputes should first be resolved fairly and directly.

If a Client believes that a project has not been completed according to the agreed specification, the Client should contact Infinitech Web and identify the specific requirement that has not been met.

Infinitech Web will review the project against the agreed specification, quotation, discussions and supplied information.

Where an issue can reasonably be corrected, Infinitech Web will be given a reasonable opportunity to correct the issue before a refund is considered.

16. OUR REFUND PRINCIPLE

Our refund policy can be summarised simply:

CLIENT DELAYS THE PROJECT

If the Client delays the project by not providing required information, content, access, approvals or feedback, no refund will be due solely because of that delay.

CLIENT DOES NOT RESPOND FOR 90 DAYS

If the Client does not respond for 90 consecutive days and the lack of response prevents the project from being completed, the project will be cancelled. No refund will be provided.

If the Client later wishes to proceed, it will be treated as a completely new project, requiring a new quotation and full new payment. No automatic discount or credit will apply.

INFINITECH WEB CANNOT DELIVER

If Infinitech Web cannot deliver the agreed project according to the agreed specification, despite the Client providing the required information and cooperation, and the issue cannot reasonably be resolved, the Client may receive a full refund in accordance with this policy.

ANNUAL HOSTING

Annual hosting payments are non-refundable.

Our objective is simple:

If the delay is caused by the Client, the project remains payable.

If the Client abandons the project for 90 days, the project is cancelled without a refund.

If Infinitech Web cannot deliver what was agreed, the Client should not be left paying for something we cannot provide.

17. CONTACT

For refund requests or questions regarding this Refund Policy, please contact:

Infinitech Web
Website: www.infinitechweb.co.za

Please provide the relevant quotation, project reference and details of the issue when submitting a refund request.

Last Updated: 5 October 2026

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