Refund, Cancellation & Delivery Policy
This page covers three things: when we deliver, how to cancel, and when money comes back. Like our Terms of Service, it is deliberately short and readable.
It applies to services you buy from Complex AI — monthly website packages, custom software and automation work. Everything we build is billed monthly. Where your signed quote or project agreement says something different, that agreement wins.
Delivery timeline
Everything we sell is delivered digitally. Nothing is shipped, so there are no delivery charges and no physical delivery times.
Delivery starts once payment clears and we have your content — text, images, logo and any logins we need. Typical timelines from that point:
- Monthly website package — your site is live within 1 to 2 business days. Hosting, domain, SSL and support are active from the day it goes live.
- Custom software, SaaS platforms and automation — normally 2 to 12 weeks to build, with milestone dates confirmed in writing before your monthly billing starts.
- Support requests and changes on a monthly package — answered within 1 business day, resolved within 3 business days for routine work.
We confirm your delivery date in writing when the project starts, and we tell you as soon as anything threatens it. The most common cause of a late site is content or approvals arriving late — see delays below.
Cancellation policy
Monthly website packages
Monthly packages are billed monthly in advance and run month to month unless your agreement states a fixed term. There is no lock-in on a month-to-month package.
To cancel, email or WhatsApp us before your next billing date. No forms, no retention call. Your site and support stay live until the end of the month you have already paid for, and you are not billed again.
If your agreement has a fixed term, you may still cancel early on 20 business days' written notice, as the Consumer Protection Act allows. We may charge a reasonable cancellation amount for the remaining term, and we will put that figure in writing before charging it.
We may cancel a package on 20 business days' notice, or immediately for non-payment or misuse. If we cancel for our own reasons, any month you have paid for and not received is refunded in full.
What happens to your site when a package ends
Hosting, SSL, maintenance and support stop at the end of the paid period, and the site goes offline. Your content and your domain remain yours: we will transfer the domain to a registrar of your choice, provided your account is settled and the domain is outside any registry transfer lock — usually 60 days after registration or a previous transfer. Please ask within 30 days, as we do not keep backups indefinitely.
Monthly packages carry no setup fee, so the cost of building your site is carried in the monthly price rather than charged upfront. The website itself remains ours and is provided as part of the service for as long as your package runs — the monthly fee buys the site being built, hosted, maintained and supported, not ownership of the underlying files. Cancelling simply ends the service: nothing further is owed and the site goes offline.
Custom software and automation
Custom software is billed monthly, like our websites. There is no deposit and no setup fee, so the build is at our risk until your system is live and you are happy with it.
- Before your system goes live — cancel for any reason and you owe nothing. No deposit was taken, so there is nothing to refund.
- Once it is live — billing runs month to month, exactly like a website package. Cancel before your next billing date and the current month runs to its end.
- Third-party costs — anything already bought for you, such as domains or licences, is payable whether or not you continue.
If we cancel a project before finishing it, and the reason is ours, you get back everything you have paid for work not delivered.
Delays caused by content or approvals
Projects stall when content, logins or sign-off do not arrive. That pushes your delivery date out by the same amount and is not a fault on our side. If a project is dormant for more than 60 days we may close it. Nothing is owed for work we have not delivered, and any month you have paid for and not received is refunded.
Refund policy
The short version
- If something we built is faulty, we fix it at no charge — that comes first, and it usually settles it.
- Work already delivered, and money already paid to third parties, is not refundable.
- Approved refunds are paid to the original payment method within 15 business days.
If something is wrong, we fix it first
For 30 days after handover we repair, at no charge, anything we built that does not work as agreed in your written scope.
If we genuinely cannot deliver what was agreed, we refund the portion of the fee covering the part that could not be delivered. This does not cover new requirements, changes of scope, third-party services that break, or content you asked us to publish.
What is not refundable
- Part-months on a monthly package — a month that has started is a month that has been serviced.
- Work already completed, delivered and approved.
- Domain registrations and renewals, third-party licences, paid plugins, stock assets and prepaid hosting, once bought. We pay these to other providers on your behalf and cannot reverse them. Where a provider does allow a refund, we pass on whatever we actually recover.
- Change of mind, change of direction, or no longer needing a system that was built as agreed.
Cooling-off rights
Where you order online and the law gives you a 7-day cooling-off right under the Electronic Communications and Transactions Act, you may cancel within 7 days and be refunded, less any third-party costs already incurred. This right falls away once we have started the work with your agreement, which is usually immediately. If you want to keep the cooling-off period open, tell us to hold off starting.
If you were signed up through direct marketing, your 5-business-day cooling-off right under the Consumer Protection Act applies in addition to this policy.
How to request a refund or cancel
Email jerrellabrahams50@gmail.com or message us on 065 312 9139 with your name, the service, and what you would like to happen.
- We reply within 5 business days.
- Approved refunds are paid within 15 business days, to the original payment method — a card payment is reversed to the same card through our payment provider, and an EFT is paid back to the account it came from.
- Bank and payment-processing charges on a refund are for our account, not yours.
If you are unhappy with an outcome, please tell us before reversing a payment with your bank. A chargeback on work already delivered costs both of us time and does not settle the question.
Your rights
Nothing here removes any right you have under the Consumer Protection Act or other South African law that cannot be contracted out of, including your right to quality service. This policy is governed by the laws of the Republic of South Africa.
Changes to this policy
We may update this policy. The version published here, with the effective date at the top, is the one that applies to work agreed after that date. Work already underway keeps the version that applied when it started.
Contact us
- Email: jerrellabrahams50@gmail.com
- WhatsApp: 065 312 9139
- Complex AI, Boksburg, Gauteng, South Africa