1. Introduction
This Returns and Refunds Policy sets out the terms under which InstaBiz processes refund requests for its products and services. This policy is governed by the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA), and applies to all customers purchasing products or services from InstaBiz.
We are committed to delivering quality products and services. If you are dissatisfied with a purchase, please contact us at hello@instabiz.co.za and we will do our best to resolve the matter fairly and promptly.
2. General Principles
All refund requests must be submitted in writing to hello@instabiz.co.za and must include:
- Your full name and contact details
- Your order or invoice reference number
- A clear description of the reason for the refund request
- Any supporting documentation or evidence where applicable
We will acknowledge receipt of your request within 2 business days and aim to resolve the matter within 10 business days. Where a refund is approved, payment will be processed within 7 business days of approval via the original payment method where possible.
3. Websites and Custom Development
Web design, web development, and custom digital projects are undertaken on a staged payment structure:
- Deposit (50%) — payable prior to commencement of work. This deposit covers initial planning, scoping, design concepts, and work commenced. The deposit is non-refundable once work has commenced.
- Balance (50%) — payable upon delivery of the completed project for client sign-off. The balance is due only on satisfactory delivery and is not payable in advance.
If InstaBiz is unable to deliver the agreed project due to circumstances within our control, the deposit will be refunded in full. If the client cancels the project after work has commenced, the deposit will be retained to cover work completed to the date of cancellation. A detailed breakdown of work completed will be provided upon request.
Once a project has been delivered and signed off by the client, no refund will be issued.
4. Software Licences
4.1 Third-Party Software
InstaBiz resells software licences on behalf of third-party vendors. Refunds on third-party software licences are subject to the refund and returns policy of the original software vendor. We will assist you in submitting a refund request to the relevant vendor where applicable.
Where a licence key has been issued and activated, the licence is considered consumed and a refund will generally not be available unless the vendor’s policy provides otherwise, or the software is found to be materially defective.
4.2 InstaBiz Software
For software products developed and sold directly by InstaBiz:
- Free software is provided as-is with no purchase and therefore no refund applicable.
- Paid desktop or SaaS software — a full refund will be issued if requested within 5 business days of purchase, provided the software has not been activated or used. Once activated or used, no refund will be issued.
- If the software is found to contain a material defect that renders it unfit for its stated purpose and InstaBiz is unable to resolve the defect within a reasonable timeframe, a full refund will be issued regardless of activation status.
5. Online Learning and Courses
The following refund terms apply to all online courses and learning programmes offered through InstaBiz:
- Full refund — available if requested within 5 business days of purchase and the course has not yet been accessed.
- Partial refund — available if requested within 7 days of purchase and less than 10% of the course content has been completed. The refund will be calculated on a pro-rata basis relative to the portion of the course not yet accessed.
- No refund — once 10% or more of the course has been completed, or after 7 days from the date of purchase, whichever occurs first, no refund will be issued.
Course completion percentage is determined by InstaBiz’s learning management system and is considered conclusive for the purposes of this policy.
Refunds are not available for courses purchased at a promotional or discounted rate unless the course is found to be materially defective or misrepresented.
6. Hosting, Domains and Recurring Services
Hosting, domain registration, and other recurring subscription services are provisioned immediately upon payment and are non-refundable once activated. This includes:
- Domain registrations and renewals — domains are registered with third-party registries and cannot be refunded once registered
- Web hosting — refunds are not available for hosting services once the account has been activated
- Recurring subscription services — cancellations take effect at the end of the current billing period; no pro-rata refund is available for the unused portion of a billing period
7. Compliance Services
Compliance consulting, document preparation, and advisory services are charged on a fixed-quote or fixed-price basis. The following terms apply:
- Deposit (50%) — payable prior to commencement. Non-refundable once work has commenced.
- Balance (50%) — payable upon delivery of the completed work product.
- Once delivered work has been accepted or used by the client, no refund will be issued.
- If InstaBiz is unable to deliver the agreed work due to circumstances within our control, the full deposit will be refunded.
8. Direct Marketing and Cooling-Off Period
In accordance with Section 16 of the Consumer Protection Act 68 of 2008, where a purchase is made as a result of direct marketing, you have the right to cancel the transaction within 5 business days of the later of the date of the transaction or the date of delivery, without penalty or reason.
To exercise your cooling-off right, notify us in writing at hello@instabiz.co.za within the 5-day period. Any amounts paid will be refunded within 15 business days of cancellation, less any direct costs incurred by InstaBiz in delivering the product or service prior to cancellation.
9. Defective Products or Services
If any product or service supplied by InstaBiz is found to be defective, not fit for purpose, or materially different from what was described at the time of purchase, you are entitled to the remedies provided under the Consumer Protection Act 68 of 2008, including repair, replacement, or refund as appropriate.
Please contact us at hello@instabiz.co.za with full details of the defect. We will investigate and respond within 5 business days.
10. Exclusions
The following are not eligible for refunds under any circumstances:
- Services that have been fully rendered and accepted
- Domain registrations and renewals
- Third-party software licences that have been activated, subject to the relevant vendor’s policy
- Course content where more than 10% has been completed or 7 days have elapsed since purchase
- Customised or bespoke work products developed specifically for the client
- Promotional or discounted purchases, unless the product or service is defective
11. Governing Law
This policy is governed by the laws of the Republic of South Africa. Any disputes arising from or related to a refund request that cannot be resolved directly with InstaBiz may be referred to the National Consumer Commission or a competent South African court with jurisdiction over the matter.
12. Updates to This Policy
InstaBiz reserves the right to update this policy at any time. The effective date at the top of this document will reflect the date of the most recent revision. Continued use of this website or purchase of any product or service following an update constitutes acceptance of the revised policy.
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