When you can cancel, what you get back, and how to ask for a refund. No fine print games.
Last updated: 23 July 2026
The short version. Cancel before we start building and you get your deposit back in full. Once the build is underway, the deposit covers work already done. If we promised a measurable result and missed it, you get the build fee back. Monthly fees can be cancelled any time with seven days notice, and there is no lock-in contract.
This policy applies to all services bought from Blu Horizon Agency (Pty) Ltd (registration no. 2023/170496/07), whether you pay by card through Payfast or by bank transfer. It works alongside our Terms & Conditions.
We sell custom-built services, not physical products, so nothing is shipped and there is nothing to return. Refunds are handled as money back to you, as described below.
If you pay a deposit and then change your mind before we have started building, email us and we will refund the deposit in full. No reason needed and no deduction.
"Started building" means the kickoff session has happened or we have begun configuring your system, whichever is first. We will tell you clearly when that point is reached.
You can walk away at any time. But once the build is underway, the deposit covers the work already done, so it is not refundable — except in the two cases below.
If you cancel mid-build, we will hand over the work completed to that point, and any amount you have paid beyond the value of that work is refunded to you.
Where your proposal includes a specific measurable guarantee — for example that the system will respond to every lead within five minutes, live within 30 days — that guarantee is real and this is how it pays out.
If a guarantee refund is paid, the engagement ends and any system we host for you is switched off after handover.
If we end the engagement for a reason that is not your fault, you get a full refund of anything you have paid for work not yet delivered, within 10 business days.
Sometimes the problem is not the service, it is the fit. If the system is not doing what you hoped, tell us before you cancel. In most cases we can adjust the scope with a written change order rather than unwind the whole engagement.
Email callem@bluhorizonagency.com with the subject line Refund request, and include:
Then this happens:
Refunds go back the same way you paid. Card payments made through Payfast are refunded to the same card; bank transfers are refunded to the account the money came from.
Once we send it, your bank decides how quickly it lands — usually 3 to 10 business days for a card refund. We do not charge a fee to process a refund.
Nothing in this policy takes away rights you have under South African law, including the Consumer Protection Act and the Electronic Communications and Transactions Act where those apply to you. Where the law gives you a stronger right than this policy does, the law wins.
If you are unhappy with a charge, please contact us before raising a chargeback with your bank. We would rather fix it directly, and it is much faster. If we cannot agree, the dispute process in section 17 of our Terms applies.
Blu Horizon Agency (Pty) Ltd
Registration no. 2023/170496/07
Cape Town, South Africa
Email: callem@bluhorizonagency.com
Phone: +27 82 087 7440
