Refund & Cancellation Policy
This policy explains how refunds and cancellations work for services and products purchased from Outview (“Outview”, “we”, “us”), a digital marketing agency based in Cape Town, South Africa, operating at outview.co.za. It applies to all purchases made through our website, invoices, or payment links, including card payments processed via Paystack and Payfast.
1. Our Services & Products
Outview sells two broad categories of offering, and refund treatment differs between them:
- Recurring marketing retainers — Starter, Growth, and Scale packages, billed monthly in ZAR, covering ongoing services such as Meta Ads management, Google Shopping, email/SMS flows, local SEO, and Google Business Profile management.
- Once-off projects and digital products — the Launch Website Build (once-off website design and development), Client Portal setup, and one-time-purchase software licences: the Outview AI Chatbot and Outview CRM. Each of these software products is sold as a single, once-off payment for a perpetual, per-domain licence (Starter/Professional/Agency tiers) — there is no recurring or auto-renewing subscription charge for continued use.
2. Monthly Marketing Retainers (Starter, Growth, Scale)
2.1 Cancellation
You may cancel your monthly retainer at any time. Cancellation takes effect at the end of the current paid billing month — we do not offer mid-month prorated cancellations, as campaign and content work for that month has already been planned, briefed, or is in progress. To cancel, email henfred@outview.co.za or notify your account manager in writing at least 7 days before your next billing date to avoid being billed for the following month.
2.2 Refunds on retainers
Because retainer fees cover work performed during the billing period (strategy, ad management, content, reporting), fees already charged for a month in which work has commenced are non-refundable. If you believe a specific month’s work was not delivered as agreed, contact us within 14 days of that invoice and we will review the account activity and, where we agree work was not performed, issue a partial or full refund or credit at our discretion.
2.3 Ad spend
Retainer fees cover Outview’s management services only. Any advertising spend on third-party platforms (Meta, Google, TikTok, etc.) is billed directly by those platforms and is non-refundable by Outview, as it is outside our control once approved by you.
3. Once-Off Projects (e.g. Launch Website Build)
3.1 Before work begins
If you cancel before any discovery call, brief, design, or development work has started, you are entitled to a full refund, less any third-party costs already incurred on your behalf (e.g. domain registration, stock imagery, premium plugin licences).
3.2 After work has started
Once discovery, design, or development work has begun, the deposit and any milestone payments already invoiced become non-refundable, as they cover time and resources already committed. If you cancel partway through a project, you will be invoiced for work completed up to the point of cancellation, and any amount already paid in excess of that will be refunded.
3.3 Delivered projects
Once a website or deliverable has been signed off, handed over, and published (or made available for publishing), the project is considered complete and is not eligible for a refund. Post-launch bug fixes within the agreed warranty period (if any, as stated on your invoice or proposal) are covered at no extra cost; this is a support remedy, not a refund.
4. One-Time Software Licences (AI Chatbot, CRM)
4.1 What you’re buying
The Outview AI Chatbot and Outview CRM are sold as a single, once-off payment per licence tier (e.g. Starter, Professional, Agency), covering a perpetual, per-domain licence to use the software. This is not a subscription: there is no recurring or auto-renewing charge to keep using the software at your purchased tier and domain count.
4.2 Refund window
If you cancel within 14 days of purchase and have not materially used the product (e.g. live chatbot conversations handled, active CRM pipeline data entered, or licensed domains put into production use), you may request a full refund of the purchase price. Outside this 14-day window, the purchase price is non-refundable — but because there is no ongoing subscription, there is also nothing to “renew” or separately cancel; your licence continues to work indefinitely once the refund window has passed.
4.3 Tier upgrades
If you later upgrade from one tier to a higher one (e.g. Starter to Professional), the amount already paid for your original tier is not separately refundable — the upgrade purchase is treated as a new once-off transaction under 4.2 above.
5. How to Request a Refund or Cancellation
Email henfred@outview.co.za with your name, the product or package purchased, your order/invoice number, and the reason for your request. We aim to acknowledge every request within 2 business days and resolve it within 7 business days.
Approved refunds
Approved refunds are issued to the original payment method used at checkout (card via Paystack or Payfast, or EFT where applicable) within 7–10 business days of approval. Processing times beyond this are outside our control and depend on your bank or card issuer.
6. Failed, Duplicate & Disputed Payments
If a payment fails to reflect correctly, is charged twice due to a technical error, or you believe a charge was unauthorised, contact us immediately at henfred@outview.co.za. We will investigate with our payment processor (Paystack or Payfast) and refund any confirmed duplicate or erroneous charge in full.
7. Exceptions
We reserve the right to decline a refund where a request is made in bad faith, where a client has breached the terms of their service agreement, or where the request falls outside the timeframes set out above. Statutory consumer rights under South African law (including the Consumer Protection Act, 68 of 2008, where applicable) are not affected by this policy.
8. Contact Us
Outview — Cape Town, South Africa
Email: henfred@outview.co.za
Phone: 072 800 0400
Website: outview.co.za