This policy explains how BuildsByBuchanan handles refunds for custom digital services, website projects, web applications, automation systems, hosting, maintenance, and retainers.
Effective: 11 June 2026All BuildsByBuchanan projectsSouth Africa
BuildsByBuchanan provides custom digital services including websites, web applications, automation systems, business software, and digital infrastructure. Because these services are bespoke and require time, planning, development, setup, and third-party tools, refunds are assessed according to the stage of work completed.
This Refund Policy forms part of the BuildsByBuchanan Terms & Conditions and applies to all payments made to BuildsByBuchanan.
02
Payment Before Work Starts
Unless otherwise agreed in writing, BuildsByBuchanan requires 100% payment before work commences. Work will only begin once the payment has been received and confirmed.
Payment confirms acceptance of the quote, project scope, and Terms & Conditions.
03
When a Refund May Be Considered
A refund may be considered if work has not yet started, no project time has been allocated, and no third-party costs have been incurred.
If BuildsByBuchanan cancels a project without Client fault, a fair pro-rated refund may be offered for work not yet completed.
Any approved refund is limited to amounts not already used for completed work, committed time, third-party fees, or project resources.
04
Non-Refundable Items
Completed work, approved work, delivered work, or work already made available for review.
Discovery, consultation, planning, strategy, design, development, setup, configuration, testing, communication, and project management time already spent.
Monthly retainers, hosting, maintenance, support, or monitoring services that have already become active for the billing period.
Delays caused by missing Client content, delayed feedback, unavailable access credentials, scope changes, or Client inaction.
No refund is due once custom work has commenced, except where BuildsByBuchanan agrees otherwise in writing.
05
Refund Request Process
Refund requests must be sent in writing to BuildsByBuchanan and must include the Client name, project reference, payment date, payment amount, and reason for the request.
BuildsByBuchanan will review the request against the project status, completed work, costs already incurred, and the accepted scope.
Approved refunds are processed within 14 business days using the original payment method where possible.