Refund
Policy

01Our approach

RootGrowth Digital (“RGD”) quotes every project individually and does the work in stages, so this policy explains what happens to money paid at each stage if a project is cancelled, paused, or does not go as planned. It should be read together with our Terms & Conditions. Nothing here limits your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.

02Deposits

A 50% deposit is invoiced when you approve your quote and is due within 7 days; it secures your build slot and funds the discovery and design work that starts immediately. The remaining 50% is invoiced once you approve the finished site and is due within 7 days, before the site goes live. Because of that:

• If you cancel within 48 hours of paying the deposit and before any work has started, the deposit is refunded in full, less any third-party costs already incurred on your behalf (for example a domain or theme licence).
• If you cancel after work has begun, the deposit is non-refundable. Where the value of work completed is less than the deposit, we will refund the difference at our discretion, and where it is more, the balance is invoiced at our hourly rate of R___ per hour.

03Project cancellation

You may cancel a project at any time by writing to us. On cancellation:

• We invoice for work completed to the date of cancellation, credited against any deposit paid.
• We hand over all work completed and paid for — design files, code and content — in its current state.
• Any third-party purchases made for the project (stock imagery, plugins, fonts, domains) are non-refundable and remain yours.

If we cancel a project for reasons other than non-payment or a breach on your side, we refund any amounts paid for work not yet delivered.

04Completed projects

Once you have approved the final build and the website has been handed over or made live, the project is complete and fees are non-refundable. This is because the work — design, development, copywriting — has been fully delivered and cannot be “returned”. If something is not working as described in your quote, our 30-day defect warranty applies: tell us and we fix it at no charge.

05Monthly care plans

Care, Optimise and Partner plans are billed monthly in advance. Either party may cancel with 7 days’ written notice, as set out in our Terms & Conditions; your plan ends at the close of the final paid month and no partial-month refunds are given. If you cancel within the first 7 days of your very first month, we refund that month in full. We do not refund months already used.

06SEO, ads and ongoing services

Monthly SEO, social media management and paid-media management are services delivered over time and are charged for the work done in each month, not for a guaranteed result. They are non-refundable once the month has begun. Advertising spend paid to Google or Meta is passed through at cost and is never refundable by RGD.

07Third-party costs

Domains, hosting purchased on your behalf, premium themes, plugins, stock media and similar items are bought from third parties under their own terms. We cannot refund these, but ownership transfers to you.

08How refunds are paid

Approved refunds are paid by EFT to the account the original payment came from, within 14 business days of approval. We do not refund in cash. Bank charges on international refunds are for the client’s account.

09Disputes

If you believe you are due a refund that we have not offered, email support@rootgrowthdigital.com with your invoice number and the reason. We will respond within 5 business days. If we cannot agree, either party may refer the matter to the Consumer Goods and Services Ombud or follow the dispute process in our Terms & Conditions.

10Changes to this policy

We may update this policy from time to time. The version that applies to your project is the one published on the date you accepted your quote.