DIGINAMIX (Pty) Ltd (Reg. No. 2018/062066/07) | VAT No. 4320294491

3 Concorde Rd, Eastrand, Johannesburg, South Africa

Support: roberto@diginamix.marketing | 072 183 7848

Effective date: 21 February 2026

IMPORTANT NOTICE (CONSUMER PROTECTION ACT – SECTION 49)

This Policy contains provisions that limit DiginamiX’s obligations with respect to refunds and cancellations, including provisions that make deposits non-refundable after commencement of work and that restrict refunds for recurring services already billed. Where the Consumer Protection Act, 2008 (“CPA”) applies, your statutory rights are preserved to the extent required by law and are not excluded by this Policy (see clause 8).

1. CORE PRINCIPLE: NO REFUNDS AS A GENERAL RULE

1.1 DiginamiX provides professional services that involve time, labour, planning, and third-party costs. Accordingly, DiginamiX does not offer refunds as a general rule for work performed, including website development, website maintenance, SEO, social media management, paid advertising management, consulting, design, and content services.

1.2 Exceptions to this general rule apply only: (a) where required by law (see clause 8); or (b) where DiginamiX, in its sole discretion, approves a refund or credit on a case-by-case basis (see clause 7).

1.3 All fees quoted and invoiced are exclusive of VAT unless expressly stated otherwise. VAT at the applicable rate will be added to all taxable supplies.

2. DEFINITIONS

2.1 “Deposit” means the upfront amount (typically 50% of the quoted project fee) payable to reserve capacity and commence work.

2.2 “Commencement” means DiginamiX begins any work in relation to the relevant service, including planning, research, design, copywriting, setup, configuration, campaign build, content creation, meetings, or implementation — whichever occurs first.

2.3 “Third-Party Costs” means any cost charged by third parties that DiginamiX incurs on the Client’s behalf, including hosting, domain registrations, themes, plugins, software licences, ad spend, stock media, email tools, and payment gateway fees.

3. WEBSITE DEVELOPMENT PROJECTS (50% DEPOSIT / 50% ON COMPLETION)

3.1 Deposit is Non-Refundable after Commencement: Once Commencement occurs, the Deposit is non-refundable. By paying the Deposit, the Client acknowledges that DiginamiX has reserved project capacity, allocated time, and begun incurring costs on the Client’s behalf.

3.2 Balance Due on Completion / Go-Live: The remaining 50% balance becomes due immediately upon completion or go-live, as defined in the signed Website Development Agreement (i.e., when the website is made accessible to the public, delivered ready for go-live, or confirmed as completed by DiginamiX — whichever occurs first).

3.3 Client Cancellation or Dispute During a Project: If a project is cancelled or paused at the Client’s request, or as a result of a Client-initiated dispute, the following applies: (a) DiginamiX will retain the Deposit as a reasonable cancellation and capacity reservation charge; and (b) DiginamiX may, at its discretion, either waive the unpaid balance and close the project, or issue a final invoice for work performed and committed Third-Party Costs to date, and provide work-in-progress or handover materials to the extent of amounts paid. Where a final invoice is issued, DiginamiX will provide a written breakdown of the charges upon the Client’s written request.

3.4 No Refunds for Preference Changes or Client-Caused Issues: No refund, reduction, or credit will be considered where the issue arises from: (a) the Client’s preferences changing after approval has been given; (b) missing, incorrect, or late information or content provided by the Client; (c) scope creep (requests that are materially beyond the agreed and signed scope of work); or (d) changes made by the Client or any third party instructed by the Client that impact the website or project.

4. MONTHLY / RECURRING SERVICES (MAINTENANCE, SOCIAL MEDIA, SEO, PAID ADS)

4.1 Billing in Advance: Recurring services are billed monthly in advance, typically approximately 5 (five) business days before the start of the next billing period. By paying an invoice for a recurring service, the Client confirms acceptance of services for that billing period.

4.2 No Refunds for Billed Periods: Because capacity is reserved and work is planned and scheduled, no refunds are provided for any month already billed or paid, including where: (a) the Client does not provide approvals, content, or access in time; (b) campaigns or posts are delayed due to Client delays; or (c) the Client chooses not to use or engage with the services fully during that month.

4.3 Cancellation Notice: Unless a signed service agreement states otherwise, cancellation of any recurring service requires a minimum of 30 (thirty) days’ written notice to roberto@diginamix.marketing. Services will continue to be provided, and the Client remains liable for payment, until the end of the period covered by the final invoice following notice. No pro-rata refunds are provided for partial months, subject to the Client’s statutory rights under clause 8.

5. PAID ADVERTISING (GOOGLE ADS, META ADS, ETC.) SPECIFICS

5.1 Management Fees vs Ad Spend: DiginamiX’s management fees are charged for professional time and expertise and are non-refundable once Commencement has occurred for that month or campaign. Ad spend is paid directly to the relevant advertising platform (e.g., Google, Meta) and is governed solely by that platform’s policies; DiginamiX cannot refund platform charges.

5.2 No Refunds for Performance: No refunds are provided for dissatisfaction with advertising results, including leads generated, sales volumes, return on ad spend (ROAS), cost per click (CPC), or cost per acquisition (CPA). Advertising performance is influenced by factors outside DiginamiX’s control, including auction competition, market conditions, seasonality, the Client’s pricing and offer, landing page quality, tracking limitations, and platform algorithm or policy decisions.

6. THIRD-PARTY COSTS ARE NOT REFUNDABLE BY DIGINAMIX

6.1 All Third-Party Costs are non-refundable by DiginamiX once they have been incurred, ordered, or activated on the Client’s behalf. This includes, without limitation, domain registrations, hosting periods already paid, plugin or theme licences, stock media assets, software subscriptions, email marketing platform costs, and any advertising platform fees.

6.2 Where a third-party provider independently issues a refund to DiginamiX in respect of a charge previously passed on to the Client, DiginamiX will pass that refund on to the Client (less any reasonable administration costs), provided the Client is not in arrears with any amounts owing to DiginamiX.

7. DISCRETIONARY REFUNDS / CREDITS (RARE; CASE-BY-CASE)

7.1 DiginamiX may, entirely at its discretion, consider a refund or service credit only where: (a) DiginamiX has materially failed to provide the contracted services; and (b) DiginamiX is unable to reasonably remedy the failure within a reasonable timeframe; and (c) the failure is not caused by third-party outages or failures, Client delays, missing Client information, scope changes, or any factor outside DiginamiX’s reasonable control.

7.2 Form of Remedy: Where a discretionary remedy is approved, DiginamiX may provide, at its sole discretion: (a) a service credit to be applied against future invoices (preferred); or (b) a partial refund limited to the portion of fees corresponding to the specific services not performed. DiginamiX will always first consider whether re-performance or remediation of the service is possible before approving any refund.

7.3 Any discretionary refund or credit is made without any admission of liability by DiginamiX and may require the Client to sign a written settlement confirmation confirming full and final settlement of all claims relating to the relevant matter.

8. STATUTORY CONSUMER RIGHTS (CPA & ECTA)

8.1 Nothing in this Policy limits or excludes any right that cannot lawfully be limited or excluded. Where the CPA applies to a Client, the following statutory rights are preserved:

8.2 CPA – Quality of Services (Section 54): Where the CPA applies and DiginamiX fails to provide services to the standard required by the CPA, the consumer may have a right to require DiginamiX to remedy the defect, or to receive a refund of a reasonable portion of the price paid, having regard to the extent of the failure.

8.3 CPA – Cancellations and Reasonable Cancellation Charges (Section 17 framework): Where the CPA applies to an advance booking or reservation, DiginamiX may charge a reasonable cancellation penalty. Any retention of a deposit is applied as a reasonable booking and capacity reservation charge, and is not intended to constitute an excessive or unfair penalty.

8.4 ECTA – 7-Day Cooling-Off (Section 44): Where a consumer concludes an electronic transaction for services and the statutory cooling-off right applies, the consumer may cancel within 7 (seven) days without penalty. This right does not apply where services have already commenced with the consumer’s consent before the end of the 7-day period. Where a Client requests immediate commencement of services (including during online checkout), the Client expressly consents to services starting immediately and acknowledges that the cooling-off right may accordingly no longer apply.

9. HOW TO REQUEST A REFUND OR CREDIT

9.1 All refund or credit requests must be submitted in writing to roberto@diginamix.marketing and must include: (a) the Client’s name and the relevant invoice number(s); (b) a clear description of the issue; (c) the specific remedy being requested; and (d) any supporting evidence such as screenshots, timelines, or relevant communications.

9.2 DiginamiX will acknowledge receipt of a refund/credit request within 2 (two) business days. DiginamiX will assess the matter and, where a remedy may be due, will first consider and propose re-performance or remediation of the service before considering any refund or credit, consistent with the CPA’s service remedy approach.

10. CHARGEBACKS AND PAYMENT DISPUTES

10.1 If a Client initiates a chargeback or reverses any payment without first following the process set out in clause 9 of this Policy, DiginamiX may immediately suspend all services and access. The Client remains liable for all fees and costs properly due to DiginamiX. DiginamiX reserves the right to pursue recovery of outstanding amounts, together with reasonable collection costs where permitted by law.

10.2 DiginamiX encourages Clients to contact roberto@diginamix.marketing directly in the first instance to resolve any billing or service concern before initiating any dispute through a payment processor or bank.

This Refunds, Cancellations & Credits Policy forms part of DiginamiX’s Terms & Conditions, available at https://www.diginamix.marketing/terms, and should be read together with those Terms. In the event of any conflict between this Policy and the Terms & Conditions, the Terms & Conditions will prevail.

Version: 2026-02-21