Refund & Cancellation Policy

Overview

At Clariti, all services are custom-built to your specific requirements. Because of the bespoke nature of our work — including time, creative effort, and resources invested from the moment a project begins — our refund policy reflects the realities of service-based digital work.

We are committed to delivering high-quality results and will always work with you to resolve any concerns before a cancellation or refund becomes necessary. We encourage clients to raise issues early so we can address them.

Deposits

A 50% deposit is required before work commences on most projects. This deposit covers initial discovery, planning, design, and resource allocation.

• Deposits are non-refundable once work has commenced
• If a project is cancelled before any work has begun, a full refund of the deposit may be considered at our discretion
• Requests for deposit refunds before commencement must be made within 48 hours of payment

Project Cancellations

If you choose to cancel a project after work has begun:

• All work completed to date will be invoiced at our standard hourly or project rate
• Any amount already paid (including deposit) will be applied against this balance
• If the work completed exceeds the deposit amount, you will be invoiced for the outstanding difference
• If the work completed is less than the deposit paid, a partial refund of the difference may be issued at our discretion
• No refunds are issued for delays caused by the client's failure to provide content, feedback, or approvals

Final files, source code, or completed assets will only be released upon settlement of all outstanding amounts.

Monthly & Recurring Services

This applies to website hosting, maintenance retainers, WhatsApp API subscriptions, and similar ongoing services:

• Monthly fees are billed in advance and are non-refundable once the billing cycle has commenced
• You may cancel your subscription at any time by providing 30 days' written notice via email to info@clariti.online
• Cancellation takes effect at the end of the current billing period following the notice period
• No refunds are issued for unused days within a paid billing cycle
• Third-party costs (domain renewals, API fees, platform subscriptions) are non-refundable once incurred on your behalf

Refund Summary Table

Exceptions & Goodwill

We recognise that every situation is different. While this policy outlines our standard position, we are a small South African business that values long-term relationships with our clients.

• If we have made a clear and verifiable error in delivering your project, we will correct it at no charge, or offer a full or partial refund as appropriate
• If you are genuinely unhappy with the outcome, we ask that you engage with us first — we would rather revise and improve than lose a client
• Goodwill adjustments or credits may be offered at our discretion in extenuating circumstances

We do not offer refunds based on a change of mind, change of business direction, or dissatisfaction with a delivered product that was approved at design stage.

How to Request a Refund or Cancellation

To request a refund or cancel a service, please contact us in writing:

1. Email info@clariti.online with the subject line "Refund Request" or "Cancellation Request"
2. Include your full name, the service in question, the date of payment, and a brief reason for your request
3. We will acknowledge your request within 2 business days and respond with a decision within 5 business days

Refund requests submitted more than 30 days after the original payment date will not be considered, except in exceptional circumstances.

Processing Timeframes

Approved refunds will be processed as follows:

• EFT / Bank Transfer: 3–5 business days
• Card Payments: 5–10 business days (subject to the payment processor's timeline)

Refunds are returned via the original payment method where possible. We are not responsible for delays caused by banking institutions or payment processors.

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