Webtra Digital Solutions - Refund Policy

1. Scope and Application

This Refund Policy applies to all services and products provided by Webtra (Pty) Ltd (“Webtra”, “we”, “us”, “our”), including but not limited to consulting, discovery and strategy work, design and development of custom software and ERP solutions, support and maintenance arrangements, and any subscription-based or recurring services. By engaging our services or purchasing any offering from us, you agree to be bound by this Refund Policy in addition to our Terms of Service.

2. Nature of Our Services

Webtra primarily provides bespoke, business-specific digital solutions and services. Much of the value we deliver is in the time, expertise and intellectual effort invested by our team. Because work is tailored to individual clients and their systems, our services generally cannot be “returned” in the traditional sense. For this reason, refunds are limited and are assessed on a case-by-case basis under the principles set out below, always subject to applicable law.

3. General Refund Principles

In general, we seek to resolve issues practically by correcting defects, clarifying scope and, where appropriate, providing reasonable service credits instead of cash refunds. Subject to statutory rights that may not be excluded:

• We do not offer refunds for change of mind after work has commenced or access to deliverables has been granted.
• Where services are delivered in phases or milestones, amounts paid for completed and accepted phases are normally non-refundable.
• If a refund is granted, it will usually be limited to the portion of fees paid for services not yet performed or deliverables not yet provided.
• Any refund will be subject to deduction of reasonable costs incurred and work already performed.

4. Project-Based and Fixed-Scope Engagements

For project-based work (for example, custom ERP builds, integrations, or internal tools) our agreements typically include discovery, design, development, testing and deployment phases. Unless otherwise agreed in writing:

• Deposits and upfront payments that secure project capacity, discovery or initial design work are generally non-refundable once work has commenced.
• If you elect to cancel a project before completion, you remain responsible for payment for all work done up to the date of cancellation, including any third-party costs incurred on your behalf.
• Where a project is delayed or impacted by your failure to provide required information, approvals or access, this will not give rise to a refund, but we will work with you to replan delivery where possible.
• If we materially fail to deliver agreed scope, we will first seek to remedy the defect or complete the work within a reasonable period. Only where we are unable to do so may a partial refund be considered.

5. Subscription, Retainer and Ongoing Services

For subscription, retainer or ongoing support services (where applicable):

• Fees are typically billed in advance for the upcoming period (for example, monthly or annually).
• Unless required by law, we do not provide refunds for partially used billing periods where you choose to terminate or downgrade early.
• You may usually cancel future renewals by giving the notice specified in your agreement or in the applicable service description. Access will remain active for the remainder of the paid period.
• In the event of material, proven downtime or service unavailability caused solely by us and not remedied within a reasonable period, we may, at our discretion, offer service credits or partial refunds for the affected period.

6. Training, Workshops and Consultations

For training sessions, workshops and time-based consulting:

• Bookings are confirmed upon payment or written confirmation, as set out in the proposal or invoice.
• If you cancel more than a specified notice period before the scheduled date (as set out in your agreement), we may offer a partial refund or allow a once-off reschedule.
• Late cancellations or “no shows” may result in forfeiture of some or all fees, given that capacity has been reserved for you.
• Where we need to cancel or reschedule, we will offer you a new date as a first option. If that is not suitable, we may provide a refund of amounts paid for the affected session.

7. Change of Mind

Because our work is custom and service-based, we generally do not provide refunds where you simply change your mind, no longer require the service, or choose to engage a different provider after work has already begun. We encourage clients to engage in discovery and scoping sessions with us to ensure that the proposed solution and approach align with your needs before work proceeds into design and development.

8. Defects, Bugs and Service Issues

If you believe there is a defect or issue with the services or deliverables we have provided, please notify us as soon as reasonably possible with sufficient details to investigate. In line with normal industry practice:

• Our first remedy will be to diagnose and correct the defect, bug or configuration issue within a reasonable timeframe.
• Where appropriate, we may provide patches, updates or workarounds rather than full refunds.
• Refunds are generally not offered where the issue arises from factors beyond our control, such as changes to third- party systems, infrastructure or your internal processes.

9. Process for Requesting a Refund

If you wish to request a refund or discuss a concern relating to billing or service quality, please contact us in writing using the details below and include:

• Your full name and organisation.
• Relevant invoice numbers and payment references.
• A clear description of the service or deliverable in question.
• A detailed explanation of the reason for your request, including any supporting evidence or timelines.

We will acknowledge receipt of your request and aim to respond within a reasonable period. During this process, we may request additional information in order to assess the request fairly. Any decision to grant a refund, in whole or in part, will take into account the work completed, value already delivered, contractual terms and applicable law.

10. Method and Timing of Refunds

Where a refund is approved, it will ordinarily be processed using the same payment method that was used for the original transaction, unless we agree otherwise with you. The timing of the refund may depend on your bank or payment provider. We are not responsible for delays caused by third-party payment processors or financial institutions, but we will provide you with reasonable confirmation of the refund once processed on our side.

11. Non-Refundable Items

Except where otherwise required by law or expressly stated in a written agreement with you, the following are generally non-refundable:

• Deposits and upfront payments for project scoping, discovery and design once work has started.
• Fees for completed and accepted milestones or phases of a project.
• Third-party costs incurred on your behalf (for example, licences, hosting, domain names, or third-party software fees).
• Charges for partially used subscription or support periods where cancellation is initiated by you.

12. Your Legal Rights

Nothing in this Refund Policy is intended to limit any statutory rights you may have under applicable consumer or commercial protection laws. If there is any conflict between this Policy and mandatory legal provisions, those legal provisions will prevail to the extent of the inconsistency. This Policy should be read together with our Terms of Service and any specific service agreements we conclude with you.

13. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our services, business practices or legal requirements. When we do, we will update the “Last updated” date at the top of this page. Your continued use of our services after changes take effect will constitute acceptance of the updated Policy.

14. Contact Us

If you have any questions about this Refund Policy or wish to submit a refund request or billing query, please contact us:

Email: info@webtra.co.za
Phone: +27 (84) 367 6517
Webtra (Pty) Ltd. t/a Webtra Digital Solutions
The Colosseum Hotel, Foyer 3, Century City, Cape Town, South Africa