Refund & Cancellation Policy

This policy explains how cancellations and refunds work for everything Gropoint (Pty) Ltd (“Gropoint”, “we”, “us”) charges for — agency project work, ongoing retainers and hosting, and recurring subscriptions such as paid directory or member profile listings that we operate on our own or on a client’s behalf. It applies alongside any proposal, quotation, Statement of Work, Service Level Agreement or subscription terms you have agreed to. Where a signed agreement and this policy differ, the signed agreement takes precedence. All amounts are in South African Rand (ZAR).

1. The services this covers

Gropoint provides bespoke digital services — website design and development, web hosting and maintenance, search engine optimisation, digital marketing and automation, and related consulting — and operates paid subscription products such as online directory or business-profile listings. Project work is quoted and scoped individually for each client. Subscription products are sold at a published price on a recurring basis.

2. Agency project work — deposits and payment

Unless your Statement of Work states otherwise, project work begins on receipt of a 50% deposit, with the balance due on completion or against agreed milestones. Your deposit reserves capacity in our schedule and funds the discovery, planning and initial design work that starts as soon as a project is confirmed.

3. Agency project work — cancellation

Before work has started

Email info@gropoint.co.za before any work has begun and we will refund your deposit in full, less any third-party costs already incurred on your behalf (for example domain registration, paid licences or purchased assets).

After work has started

You may cancel a project at any time with written notice. On cancellation:

• fees for work completed up to the cancellation date — whether or not a milestone has been invoiced — are payable and are not refundable;
• any amount you have pre-paid that exceeds the value of work completed is refunded to you;
• work already delivered and approved, and any bespoke design or code handed over, is not refundable;
• third-party costs already incurred on your behalf are not refundable.

On request we will provide a short written summary of the work completed and the basis for the amount retained or refunded.

4. Subscriptions and recurring billing

This section applies to paid subscription products — for example a business or instructor profile listing in a directory that Gropoint operates, including directories we run on behalf of a client organisation. The subscriber is the person or business who signs up and pays.

Billing and renewal

• Subscriptions are billed in advance on a monthly or annual cycle, as selected at sign-up. The price and billing frequency are shown before you confirm.
• Subscriptions renew automatically at the end of each cycle using your saved payment method, at the same price, until you cancel. Payments are processed securely by Paystack.
• We will give you at least 14 days’ notice by email before any change to your subscription price takes effect. You may cancel before the change applies.

Cancelling a subscription

• You can cancel at any time from your account area or by emailing info@gropoint.co.za. There is no cancellation fee and no notice period.
• Cancellation stops all future renewal charges. Your listing stays active until the end of the period you have already paid for, then goes offline.
• We do not give partial refunds for the remaining days of a monthly cycle after you cancel.

Refunds on subscriptions

Unless the specific product’s own terms say otherwise (see the callout above), the following defaults apply:

• First payment — 14-day refund: if you are a new subscriber and ask within 14 days of your first payment, we will refund that first payment in full and close the listing, provided it has not been published live for the majority of that period.
• Renewal payments: if you are charged for a renewal you did not intend and you contact us within 7 days of that charge, before making significant further use of the listing, we will cancel and refund that renewal.
• Annual plans: you may cancel an annual plan at any time. We refund the complete unused months, less a 10% administration fee. Months already elapsed and the current month are not refunded.
• Outside these windows, paid periods are not refundable, but you can still cancel to stop future billing.

Failed or declined payments

If a renewal payment fails, we will retry it and email you. If it is still unpaid after 7 days, the listing is taken offline until payment is brought up to date. No refund is due for time a listing is offline because of non-payment.

5. Retainers, hosting and maintenance

• Month-to-month plans can be cancelled with 30 days’ written notice. The current billing month is not refundable and service continues to the end of that month.
• Pre-paid annual plans are refunded pro-rata for complete unused months, less a 10% administration fee and less any setup or migration work already performed.
• Website files and content you own are provided to you on request once your account is settled in full.

6. Cancellation by Gropoint

If we are unable to continue an engagement or subscription — for example due to capacity, a breakdown in the working relationship, non-payment, or a decision to close a directory — we will give you written notice and refund any amount you have paid for a period or work we have not delivered. Completed work remains payable.

7. Non-refundable items

• Third-party costs: domain registration and renewals, paid themes, plugins or software licences, stock photography or media, and advertising spend paid to platforms such as Google or Meta.
• Milestones or deliverables that have been completed, delivered and approved.
• Consulting, strategy or support time already spent.
• Elapsed subscription periods, outside the refund windows in section 4.
• Discounts, credits and promotional amounts.

8. How refunds are paid

Approved refunds are made to the original payment method within 10 business days of the refund being agreed. If a refund to the original method is not possible, we will arrange an electronic funds transfer to a South African bank account in the payer’s name.

9. How to cancel or request a refund

Email info@gropoint.co.za with your name, the project, invoice or subscription reference, and a short description of your request. We will acknowledge within 2 business days and give you a decision within 5 business days. If we need longer to review, we will tell you why and give you a date.

10. Your rights under South African law

Nothing in this policy limits any right you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”). Please note that the ECTA seven-day cooling-off right does not apply to services that have started with your consent, or to goods and services made or tailored to your specifications.

11. Contact