This Policy explains when you can cancel and when you are entitled to a refund. It sits alongside our Terms & Conditions. Where the law gives you a stronger right than this Policy, the law wins. This policy covers our digital offerings — professional/agency services, subscriptions and prepaid credits. WaLu Hub does not sell physical goods.
1. Your 7-day cooling-off right (online purchases)
If you buy a service from us online as a consumer, South African law gives you the right to cancel within 7 days of the transaction and receive a refund, without penalty and without giving a reason (Electronic Communications and Transactions Act section 44). This right cannot be contracted away. Limited exceptions apply — for example where you agreed the service could begin, and it was fully performed, before the 7 days ended. To use this right, email support@waluhub.com within 7 days of paying. We refund within 30 days of the cancellation.
2. Professional / agency services (quotes & proposals)
Custom work (design, development, consulting) is delivered under an accepted quote or proposal. For these:
(1) Cancellation and any deposit/milestone terms are set out in that quote/proposal.
(2) If you cancel part-way, you are charged for work already done and committed up to cancellation; any balance you prepaid for work not yet done is refunded.
(3) Because this work is built to your specification, it generally falls outside the standard consumer cooling-off right once we have started at your request — the quote governs.
3. Subscriptions (where offered)
(1) You can cancel a subscription at any time; cancellation stops the next renewal.
(2) Cancelling stops future billing but does not by itself refund the current paid period — you keep access until the end of the period you paid for, unless a mandatory right (clause 1) or a fault on our side entitles you to more.
(3) We will show the price and renewal date clearly before you subscribe, and email you a receipt.
4. Prepaid credits (where offered)
(1) Purchased credits are valid and do not expire until redeemed or 3 years pass, whichever comes first (Consumer Protection Act section 63). We will not shorten this.
(2) Credits are not exchangeable for cash except where the law requires (e.g. an unused balance under the 7-day right).
(3) Any free or promotional credits may have their own shorter validity, which we will state when we give them.
5. When we will refund you
We will refund you where:
- you exercise the 7-day cooling-off right (clause 1);
- we cancel or cannot deliver an Order you paid for;
- a service was materially defective or not as described (your Consumer Protection Act rights); or
- the law otherwise requires it.
6. When we may not refund
We may decline a refund where:
- the cooling-off period has passed and none of the grounds in clause 5 apply;
- the service was fully delivered at your request before you cancelled (subject to clause 1's exception);
- the request results from a breach of our Terms or acceptable-use rules on your side; or
- a mandatory legal right does not apply and the accepted quote/proposal says the amount is non-refundable.
This clause never overrides a right the Consumer Protection Act or Electronic Communications and Transactions Act gives you.
7. How refunds are made
(1) Refunds are made to the original payment method via PayFast wherever possible.
(2) We aim to process approved refunds within 10 business days, and within 30 days where the 7-day cooling-off right applies. Your bank may take additional time to reflect it.
(3) Refunds are made in the original currency (South African Rand, ZAR); we are not responsible for exchange-rate differences or your bank's fees.
8. How to request a refund or cancel
Email support@waluhub.com with your name, the Order/invoice number and what you would like. We will acknowledge within 2 business days and tell you the outcome and timing.
9. Contact
Warren Jason Petersen t/a WaLu Hub · 29 Annandale Drive, Richwood, Milnerton, Cape Town, Western Cape, 7441, South Africa · support@waluhub.com · https://waluhub.com