Refund & Payment Policy
At Flex Marketing, we are proud of our 5-star reputation and fully committed to the satisfaction of every client. Furthermore, this policy exists to be completely fair to both our clients and to us — explaining clearly when refunds are granted, what process to follow, and what falls outside our commitment. Most importantly, our goal is always to resolve any issue to your satisfaction before a refund ever becomes necessary.
Last updated date: 30 April 2026
At Flex Marketing, we take great pride in our 5-star reputation and are committed to delivering results that genuinely satisfy our clients. This policy exists to be fair to both our clients and to us — it clearly explains under what circumstances refunds are granted, what process must be followed, and what falls outside our refund commitment.
1. Our Refund Commitment
We offer a 7-day satisfaction guarantee on all completed services. Furthermore, if you are not satisfied with the final result, you must raise your concern within 7 calendar days of delivery. In addition, you must give us 7 days to address and resolve your complaint before a refund can be considered. Most importantly, clients who follow this process correctly will always receive a fair and prompt resolution.
2. Eligibility for a Refund
A refund may be granted if:
- The delivered work does not match the agreed scope as outlined in your accepted quote
- The issue raised is legitimate and reasonable
- The complaint is raised within 7 calendar days of final delivery
- Flex Marketing has been given 7 days to attempt to rectify the issue and has failed to do so satisfactorily
A refund will not be granted if:
- The complaint is raised after the 7-day window has passed
- The client has not allowed Flex Marketing the 7-day period to resolve the issue
- The complaint does not constitute a fair or reasonable dissatisfaction with the agreed scope of work
- The client has changed their mind about the project or service after work has begun
- The dissatisfaction is due to materials, content, or information supplied by the client
3. Non-Refundable Deposits
For eCommerce websites, 4-page websites, and projects where a 50% deposit was charged, the deposit is strictly non-refundable under any circumstances. Furthermore, this covers the time, research, and initial work we invest before final delivery takes place. In addition, the balance payment on these projects remains fully subject to our 7-day satisfaction guarantee.
For one-page websites and projects under R2,000, where no deposit was charged, a full refund may be issued if the conditions in Section 2 are met.
4. Print & Sticker Orders
All print and sticker orders are non-refundable once production has begun, as materials are consumed immediately in the process. Furthermore, we provide a design proof for your review and approval before starting any print job. In addition, if we make a production error that differs from your approved proof, we will reprint the order at no cost to you.
5. Hosting & Domain Fees
Hosting and domain registration fees are non-refundable once the service period has commenced. Furthermore, we pay these fees to third-party providers on your behalf and cannot recover them once paid. In addition, you will retain access to the service until the end of the paid period, and upon cancellation we will provide a full backup of your website files.
6. Website Maintenance Plans
Monthly maintenance plan fees are non-refundable for the current billing month once the maintenance cycle has commenced. You may cancel your maintenance plan at any time by providing written notice before the next billing date.
7. Refund Process
To request a refund, contact us within the 7-day window at info@flexmarketing.co.za or via WhatsApp at 079 349 4010. Furthermore, please include your name, invoice number, and a clear description of your complaint when reaching out. In addition, the more detail you provide, the faster we can assess your request — we acknowledge all refund requests within 24 hours of receiving them.
8. Governing Law
This Refund Policy is governed by the Consumer Protection Act 68 of 2008 of the Republic of South Africa and the Electronic Communications and Transactions Act 25 of 2002. Nothing in this policy is intended to limit your statutory rights under South African law.