REFUND POLICY.

Introduction

Namibia Digital & Co. provides customised digital services that may require project planning, reserved production time, design work, development work and purchases from third party providers.

Because each project is different, eligibility for a refund depends on the project stage, work completed, costs incurred and the terms accepted by the client.

This policy applies to services requested through https://namibiadigital.com/ or agreed directly with Namibia Digital.

Quotations and Project Agreements

A project may be governed by this policy together with a quotation, proposal, invoice, project brief or separate written agreement.

The project document may specify:

• The project scope
• The deposit required
• Payment stages
• Included revisions
• Delivery dates
• Cancellation conditions
• Third party costs
• Hosting or subscription terms

Where a specific written project agreement contains different refund or cancellation terms, those terms will apply to that project, subject to applicable law.

Project Deposits

A deposit may be required before a project is scheduled or work begins.

Deposits help cover:

• Project consultation and preparation
• Research and planning
• Reserved production time
• Initial design or development work
• Administrative setup
• Approved third party purchases

Once project preparation or production has started, the deposit may be retained to cover work performed, time reserved and costs already incurred.

A deposit will not automatically be treated as completely non refundable where no work has been performed and no costs have been incurred. Any refund assessment will consider the circumstances and any applicable legal requirements.

Cancellation Before Work Starts

A client may submit a written cancellation request before production work starts.

Where Namibia Digital has not yet performed project work, reserved significant production time or incurred non recoverable costs, the client may qualify for a full or partial refund.

Any deduction may include reasonable amounts for:

• Consultation already provided
• Research or planning completed
• Administrative work completed
• Payment processing charges
• Approved purchases already made
• Non recoverable third party charges

Cancellation After Work Starts

A client may request cancellation after work has started, but remains responsible for completed work, reserved time and costs incurred up to the effective cancellation date.

Namibia Digital may calculate the amount due based on:

• Project planning completed
• Design concepts prepared
• Pages or features developed
• Content uploaded or edited
• Meetings and communication time
• Revisions completed
• Technical setup performed
• Third party services purchased

Where payments received exceed the reasonable value of work and costs incurred, the remaining eligible amount may be refunded.

Where completed work and costs exceed payments already received, an outstanding balance may remain payable.

Completed Digital Services

Custom digital services are created specifically for the client and cannot always be returned in the same way as physical products.

Once a digital service has been completed, approved, delivered, transferred, published or made available to the client, it will generally not qualify for a refund merely because the client changes preference or no longer wishes to use it.

This may include:

• Completed website pages
• Approved website designs
• Completed online stores
• Delivered logo files
• Approved branding concepts
• Delivered marketing artwork
• Configured advertising campaigns
• Completed hosting or email setup

This does not prevent a client from reporting a genuine defect or incomplete service within the agreed scope.

Branding and Graphic Design

Design projects may include research, concept development, layout creation, revisions and preparation of final files.

Refunds are generally not available for concepts, layouts or artwork that have already been approved.

A change of preference after approval does not mean that the original work was defective.

Additional concepts, revisions or a new creative direction outside the original scope may require an additional quotation.

Unused drafts, rejected concepts and working files remain subject to the intellectual property terms in the applicable agreement.

Website and Ecommerce Projects

Website projects are developed according to the agreed scope, content, functionality and client instructions.

Before launch, the client should review:

• Page content
• Images and branding
• Links and buttons
• Contact details
• Product information
• Pricing and payment settings
• Forms and customer actions
• Desktop and mobile presentation

Once the client approves the website for launch or takes control of the completed project, payments for completed work are generally not refundable.

Where Namibia Digital has failed to deliver an agreed material part of the project, the client should first allow a reasonable opportunity for the issue to be investigated and corrected.

Google Ads and Advertising Services

Google Ads management fees compensate Namibia Digital for campaign research, setup, management, monitoring, optimisation and reporting.

Fees for work already completed are not refundable solely because a campaign does not generate a specific number of enquiries, sales or conversions.

Namibia Digital does not guarantee:

• A particular number of enquiries
• A particular number of sales
• A particular conversion rate
• A particular advertising cost
• A particular return on advertising spend
• Approval by an advertising platform

Advertising spend paid directly to Google or another platform is controlled by that platform and is not held by Namibia Digital.

Refund requests relating to platform charges must be handled according to the platform's own policies.

Third Party Products and Services

Some projects require products or services supplied by third parties.

These may include:

• Domain registrations
• Website hosting
• Email services
• Premium plugins
• WordPress themes
• Fonts and stock images
• Software subscriptions
• Payment gateway fees
• Advertising platform charges

Third party products are subject to the provider's terms and refund rules.

Namibia Digital cannot guarantee a refund for a third party cost once the product has been purchased, registered, activated or assigned to the client.

Where a third party provider issues a refund to Namibia Digital, the recoverable amount may be passed to the client after any reasonable non recoverable fees are deducted.

Hosting, Domains and Renewals

Hosting, domains, email services and software licences may be billed monthly, annually or according to another agreed renewal cycle.

Payments for an activated or renewed period are generally not refundable after the relevant service provider has processed the renewal.

The client should submit a cancellation request before the renewal date shown on the invoice or service notice.

Cancellation of an ongoing service normally prevents a future renewal. It does not automatically reverse a period that has already been purchased or activated.

Domain registration and renewal charges are generally non recoverable once processed because the domain is registered for the requested period.

Client Delays and Inactive Projects

Project progress depends on the client providing content, information, access, feedback, approvals and payments on time.

A project may be paused where the client does not respond or provide required material.

A refund will not automatically be due where a project is delayed or remains incomplete because the client:

• Does not provide required content
• Does not provide account access
• Does not provide feedback
• Does not approve completed stages
• Does not pay an agreed invoice
• Requests repeated changes outside the scope

Work already completed and reasonable costs incurred remain payable.

Cancellation by Namibia Digital

Namibia Digital may cancel or terminate a project where:

• The requested work is unlawful
• The client materially breaches an agreement
• The client does not make required payments
• The client provides abusive or threatening communication
• The work creates an unacceptable legal or security risk
• A third party platform prevents the service from continuing

Where Namibia Digital cancels a project for reasons not caused by a client breach, any refund will be calculated after deducting completed work and non recoverable costs.

Where cancellation results from a client breach, the client remains responsible for completed work and costs incurred before termination.

How to Request a Refund

Refund and cancellation requests must be submitted in writing to:

info@namibiadigital.com

Include:

• Your full name
• Your business name
• Your invoice or quotation number
• The service concerned
• The reason for the request
• Any relevant supporting information

Namibia Digital will review the project record, payments received, work completed and costs incurred.

We may request further information before making a decision.

Approved refunds will normally be returned through an appropriate available payment method. Bank processing times and third party delays are outside our direct control.

Payment Disputes and Chargebacks

Clients should contact Namibia Digital before starting a bank dispute or chargeback so that the concern can be reviewed and addressed.

A chargeback should not be used to avoid payment for services that were authorised, completed or delivered.

Namibia Digital may provide quotations, invoices, approval records, communications, delivery records and project evidence to a payment provider when responding to a dispute.

Fraudulent or abusive payment disputes may result in suspension of services and recovery of reasonable costs, subject to applicable law.

Mandatory Legal Rights

Nothing in this Refund Policy excludes, restricts or modifies a right or remedy that cannot lawfully be excluded.

Where applicable law grants a customer a mandatory cancellation, refund, correction or other remedy, that legal right will take priority over any conflicting part of this policy.

Eligibility may depend on the type of customer, nature of the transaction, service supplied, project stage and whether performance began with the customer's agreement.

Changes to This Policy

Namibia Digital may update this Refund Policy when its services, pricing structures, payment systems or legal responsibilities change.

The latest version will be published on this page and the Last Updated date will be revised.

Changes will not automatically replace refund terms already agreed in a signed project document unless the parties agree or applicable law requires otherwise.