Refund policy
This policy explains when money paid to Prismatic Syntax is refundable. It applies alongside our Terms of Service.
You see your homepage design before you pay anything. We build the first concept free. If you don't want to go ahead after seeing it, you owe nothing, so no refund is needed in the first place.
Deposits
Once you approve the concept and pay the 50% deposit, we schedule your project and start building. The deposit covers work already committed and reserved time.
- Before build work begins: the deposit is fully refundable. Tell us you want to stop and we refund it.
- Once build work has begun: the deposit is not refundable. It covers the reserved time and the work already underway.
We will tell you the date we start building, so you always know which of the two applies.
Final payments
We build on a staging URL, and the remaining balance is payable before we launch the site to your domain. Because you review and approve the site on staging before this payment, final payments are not refundable once the site has been launched.
Monthly retainers
- Retainers are billed monthly in advance and may be cancelled at any time with 30 days' notice.
- We do not refund part-months. Your plan runs to the end of the period you have paid for.
- If we fail to deliver the services in your plan for a full billing month, that month is refunded.
If we cancel
If we are unable to complete your project for any reason on our side, we refund everything you have paid for work not yet delivered, and you keep the completed work.
What isn't covered
We can't refund on the basis of:
- A change of mind after the site has been built to the agreed scope
- Search rankings, traffic, or sales not meeting expectations
- Third-party costs already paid on your behalf, such as domain registration or paid plugins
- Delays caused by content or approvals not being supplied
How to request a refund
Email info@prismaticsyntax.com with your name, the invoice number, and the reason. We respond within 5 working days. Approved refunds are paid by bank transfer to the account you paid from, and typically reflect within 10 working days depending on your bank.
Disputes
If you are unhappy with a decision, tell us and we will work through it with you directly. Nothing in this policy affects your rights under the South African Consumer Protection Act.