Refund & Cancellation Policy

1. What this covers

This policy covers the Blueprint, the Efficiency Audit, development projects and Care Plans. It forms part of our Terms of Service.

Partner arrangements are not covered. Those involve shared ownership or revenue and are dealt with entirely in their own agreement, including how either side exits.

2. Your rights under South African law

2.1 Section 44 of the Electronic Communications and Transactions Act 25 of 2002 gives consumers a cooling-off right. It allows a consumer to cancel an electronic transaction without reason and without penalty within seven days after the date the agreement for services was concluded, and it applies where the consumer is a natural person, regardless of the value of the transaction.

2.2 The exception that usually matters here. That cooling-off right does not apply to an electronic transaction for services which began with the consumer’s consent before the end of the seven-day period. Because our services are scheduled and start quickly, this exception will often apply.

2.3 So we do this instead. When you book, we ask you to choose:

• Start immediately. We begin as soon as we can. You’re consenting to work starting within seven days, so the statutory cooling-off right in 2.1 falls away — and our own cancellation terms in section 3 apply instead. Those are more generous than nothing, and we’ll always tell you where you stand.
• Start after seven days. We schedule the start date at least eight days out. Your full statutory cooling-off right is preserved, and you can cancel for any reason within seven days for a full refund.

You choose. We’ll show you which one you picked in your booking confirmation, in plain language. We won’t quietly default you into the first option.

2.4 This cooling-off right applies to individuals, not to companies, close corporations or trusts. If you’re buying as a business, section 3 is what applies to you.

2.5 Nothing in this policy limits any right you have under the Consumer Protection Act 68 of 2008 or other law that can’t be limited by agreement.

3. Cancelling a Blueprint or an Efficiency Audit

3.1 If you cancel after work has started, we’ll tell you exactly how much time has been spent and how the refund was calculated. No opaque deductions.

3.2 Rescheduling is free with at least 3 business days’ notice. Less notice than that, or not showing up to a booked session, and we may charge for the reserved time — we’ve held it and turned other work away for it.

3.3 If we cancel. If we can’t deliver — capacity, illness, or because we’ve realised we’re not the right people for the job — you get a full refund, including any administration fee. If we’ve already produced something useful, you keep it at no charge.

4. The part most studios don’t put in writing

4.1 If a Blueprint or an Efficiency Audit doesn’t contain what we said it would, tell us within 7 days of delivery and describe what’s missing. We’ll fix it at no charge, or refund you in full and you keep the work.

4.2 This covers the deliverable not matching the description. It doesn’t cover you not liking the answer — if the Audit concludes that software won’t help you, or the Blueprint reveals that your idea will cost more than you hoped, the work has done exactly its job. Those are the outcomes worth paying for even though they’re not the ones you wanted.

5. Development projects

5.1 Development projects run in phases, each priced and agreed in advance.

5.2 You may cancel at the end of any phase with 14 days’ written notice. You pay for the phase in progress and anything already completed. You keep everything paid for — code, documentation, accounts.

5.3 Deposits are non-refundable once we’ve reserved capacity and started, because we’ve turned other work away to hold the slot. If you cancel before we’ve started, the deposit is refunded less a 15% administration fee.

5.4 Work already delivered isn’t refundable. It exists, it works, and it’s yours.

5.5 If we can’t complete a project, you’re refunded for anything paid but not delivered, and we’ll hand over everything produced to date in a form another developer can continue from.

6. Care Plans and monthly services

6.1 Care Plans are billed monthly in advance.

6.2 Cancel with 30 days’ written notice, effective at the end of the current billing month. No penalty, no exit fee, no minimum term unless your agreement specifically says otherwise.

6.3 Part-months aren’t refunded — you keep the service to the end of the paid period.

6.4 What happens on cancellation. We’ll hand over everything needed to run your software elsewhere: code, database exports, credentials, documentation, DNS. We do this at no charge for 30 days after cancellation. After that, migration support is billed at our standard rate.

6.5 We may suspend a service for non-payment after 7 days’ written notice. We won’t delete anything for at least 30 days after suspension, so there’s always a way back.

6.6 If we cancel. We’ll give you at least 60 days’ notice, help you migrate at no charge, and refund anything paid for a period we won’t be covering.

7. How refunds are paid

7.1 Refunds go back the way the payment came, into the same account, within 10 business days of us agreeing the refund.

7.2 Refunds are in South African Rand. We’re not responsible for bank charges, currency conversion, or losses from exchange rate movement.

7.3 Third-party costs already spent on your behalf — app store developer accounts, domains, licences — aren’t refundable, because we can’t recover them either. We’ll show you exactly what they were.

8. How to cancel

Email hello@neevo.co.za with your name, what you’re cancelling, and the date. That’s it — no form, no retention call, no being transferred to someone whose job is to talk you out of it.

We’ll acknowledge within two working days and confirm the refund amount and timing in writing.

9. Disagreements

If you disagree with how we’ve applied this policy, email hello@neevo.co.za and we’ll look at it again. If we still disagree, the dispute process in our Terms of Service applies.