Cancellations and refunds

The short version

Cancel before we start and you get back everything you paid. Once a month’s work has started, that month is paid for, and we finish or hand over what we started. If we get something wrong, we put it right or refund a fair part of it.

Cooling-off

• If you are an individual (not a company) and signed up online, you may cancel within 7 days without a reason or penalty (Electronic Communications and Transactions Act, s44). This doesn’t apply to work you asked us to start within those 7 days (s42(2)).
• If you signed up after we approached you directly, you may cancel in writing within 5 business days (Consumer Protection Act, s16).

We refund what you paid under either right within 30 days of hearing from you.

After work has started

• The retainer for a month in which work has started isn’t refundable.
• The management fee is only ever charged on ad spend that actually happened.
• To stop the retainer, give notice as our terms describe. We pause your ads straight away if you ask.

Ad spend

Meta and Google charge your ad spend directly to your ad account, so we can’t refund it. If you believe a platform charged you wrongly, we’ll help you take it up with them.

If we get it wrong

If our work isn’t of the quality you can reasonably expect, tell us as soon as you notice. We’ll redo it, or refund a reasonable part of the price (Consumer Protection Act, s54).

If we cancel

If we can’t deliver work you have paid for, we refund what you paid for it in full.

How refunds are paid

To the card you paid with (through Paystack) or by EFT to your business’s bank account, within 30 days of our agreeing the refund. Please talk to us before asking your bank to reverse a card payment; it is quicker for both of us.

How to ask

Email hello@ripplesm.co.za with your business name and the invoice number.