Refund Policy

Introduction

Welcome to Modus. This Refund Policy explains how refunds, cancellations, deposits, project payments, monthly retainers, and third-party costs are handled when you purchase services from Modus.

By using our website, accepting a quote, paying an invoice, or working with Modus, you agree to the terms outlined in this Refund Policy.

Modus provides digital marketing services, including website design, SEO, paid advertising, branding, digital strategy, lead generation, and related services.

General Refund Terms

Because Modus provides custom digital services, strategy, creative work, marketing setup, and project-based deliverables, payments are generally non-refundable once work has begun.

This includes, but is not limited to:

Website design and development

SEO setup and optimisation

Google Business Profile work

Paid advertising setup

Campaign management

Branding and design work

Landing pages

Copywriting

Strategy documents

Consultations

Marketing automation

Lead generation systems

Project planning and research

Refunds may only be considered where required by law, where a billing error has occurred, or where Modus agrees in writing that a refund is appropriate.

Deposits and Upfront Payments

Deposits and upfront payments are used to secure project time, begin planning, allocate resources, and start work.

Once work has started, deposits are non-refundable.

If a client cancels a project before work begins, Modus may consider a partial refund at its discretion, after deducting any costs already incurred, including planning, consultation, admin, payment processing fees, research, or third-party expenses.

Project Payments

Project payments are tied to the agreed scope of work, not only the final launch or completion date.

If a project is cancelled by the client after work has started, the client remains responsible for payment for all work completed up to the cancellation date.

Work may include:

Research

Strategy

Wireframes

Design concepts

Website builds

Copywriting

SEO work

Meetings

Admin

Setup work

Revisions

Testing

Communication

Any other agreed project activity

If the value of work completed exceeds the amount already paid, Modus may issue a final invoice for the outstanding balance.

Monthly Services and Retainers

Monthly services, including SEO, advertising management, content, reporting, marketing support, and maintenance, are billed in advance unless otherwise agreed in writing.

Monthly fees are non-refundable once the billing period has started.

If a client cancels a monthly service, the cancellation will take effect at the end of the current billing period, unless otherwise agreed.

No partial refunds are issued for unused days within a billing period.

Advertising Spend

Advertising spend paid to third-party platforms, including but not limited to Google, Meta, TikTok, LinkedIn, or other advertising platforms, is non-refundable by Modus.

Modus does not control third-party advertising platform billing, refunds, suspensions, account issues, rejected ads, policy decisions, or platform errors.

If a refund is available from an advertising platform, it will be subject to that platform’s own refund policy and processes.

Third-Party Costs

Third-party costs are non-refundable once purchased, activated, registered, or paid for.

These may include:

Domain names

Website hosting

Software subscriptions

Plugins

Templates

Stock images

Fonts

Email platforms

CRM tools

Automation tools

Payment gateway fees

Advertising platform costs

External contractors

Any other third-party tools or services required for the project

If Modus pays for third-party costs on behalf of the client, the client remains responsible for reimbursing those costs unless otherwise agreed in writing.

Digital Deliverables

Due to the nature of digital work, completed or delivered digital products are non-refundable.

This includes:

Websites

Landing pages

Brand assets

Logos

Copywriting

SEO work

Strategy documents

Reports

Templates

Graphics

Campaign setups

Automation workflows

Any downloadable or shared digital files

Once digital work has been delivered, shared, published, transferred, or made available to the client, it is considered fulfilled.

Delays Caused by the Client

If a project is delayed because the client does not provide content, feedback, approvals, access, payments, or required information, this does not qualify the client for a refund.

Modus will make reasonable efforts to continue the project once the required information or approval is received.

If a project remains inactive for an extended period due to client delays, Modus may pause, reschedule, or close the project. Additional fees may apply to restart the project.

Dissatisfaction With Creative Direction

Modus aims to deliver high-quality work that aligns with the agreed brief, strategy, and project scope.

However, refunds are not issued purely because of a change in personal preference, creative direction, business priorities, or subjective opinion after work has begun.

Where possible, Modus will use the agreed revision process to refine the work.

Additional revisions outside the agreed scope may be billed separately.

Marketing and Advertising Results

Modus does not guarantee specific sales, leads, rankings, revenue, return on ad spend, conversions, business growth, or advertising results.

Marketing results can be affected by many factors outside our control, including:

Market demand

Competition

Ad budget

Platform algorithms

Client offer

Pricing

Sales process

Website traffic

Landing page performance

Audience behaviour

Economic conditions

Client responsiveness

Because of this, refunds are not issued based on marketing performance, campaign results, or business outcomes unless otherwise agreed in writing.

Billing Errors

If you believe you have been billed incorrectly, please contact Modus within 7 days of the charge.

Your request should include:

Your name or business name

The invoice number, if available

The date of the charge

The amount charged

A brief explanation of the issue

Modus will investigate the matter and, if a billing error is confirmed, we may issue a correction, credit, or refund.

Exceptional Circumstances

Refunds may be considered in rare cases, such as:

Duplicate charges caused by a technical error

Verified unauthorised transactions

A confirmed billing mistake

Payment received for work that Modus is unable to begin or provide

A written agreement between Modus and the client allowing a refund

Approval of refunds in exceptional circumstances is at the discretion of Modus, unless otherwise required by law.

Cancellation Requests

All cancellation requests must be made in writing by email or another recorded form of communication.

A cancellation request should include:

Your name or business name

The service you want to cancel

The reason for cancellation

The requested cancellation date

Any relevant invoice or project details

Cancellation is only confirmed once Modus acknowledges the request in writing.

Refund Process

If a refund is approved, it will usually be processed to the original payment method where possible.

Approved refunds may take 7 to 14 business days to reflect, depending on the bank, payment provider, or payment method used.

Any payment processing fees, banking fees, third-party charges, or already-incurred costs may be deducted from the refund amount where legally allowed.

Legal Rights

Nothing in this Refund Policy is intended to limit any rights you may have under applicable South African law.

Where the Consumer Protection Act or any other applicable law gives you specific rights, those rights will apply.

Changes to This Refund Policy

Modus may update this Refund Policy from time to time.

Any changes will be posted on this page with an updated effective date. By continuing to use our website or services after changes are published, you agree to the updated Refund Policy.

Governing Law

This Refund Policy is governed by the laws of the Republic of South Africa.

Any disputes relating to this Refund Policy, our website, or our services will be dealt with in accordance with South African law.

Contact Us

If you have any questions about this Refund Policy, please contact us:
Modus
Email: william@modusai.co.za
Phone: 063 689 9149
Location: Durban, South Africa

Last updated: 09/06/26