Legal

Refund Policy

Last updated: 14 July 2026  ·  Applies to all packages

Our Commitment

We take every project seriously and want you to be satisfied. Our refund policy is designed to be fair to both sides — recognising that creative services involve real time and skill invested from the moment work begins.

1. Nature of Our Services

Web design, development, and SEO are professional creative services. Unlike physical products, work begins immediately after payment and involves skilled time that cannot be recovered. For this reason, our refund policy is structured around the stage at which a cancellation is requested.

2. Refund Schedule

Refunds are determined by how far into the project we are at the time of your cancellation request:

Before project kick-off

Full refund

If you cancel within 48 hours of payment and before we have started any discovery or design work, you are entitled to a full refund.

Discovery phase (Days 1–3)

75% refund

If we have begun discovery calls, content gathering, or initial planning but no design work has been produced yet.

Design phase started

50% refund

If initial designs, wireframes, or mockups have been produced and shared with you for review.

Development phase started

25% refund

If your project has moved into the development or coding phase. Significant skilled time has been invested at this stage.

Review / revision phase

No refund

Once the project is in revision rounds, near-complete, or delivered, no refund is available. At this stage substantially all work is complete.

Project delivered

No refund

Once your website is live or delivered to you, no refund is applicable.

3. SEO Services

SEO is an ongoing monthly service. The following terms apply:

  • ›The first month's payment is non-refundable as research, audits, and initial optimisation work begin immediately.
  • ›Subsequent monthly payments can be cancelled at any time with 30 days' written notice. No refund is given for the current billing period.
  • ›We do not offer refunds based on ranking results, as Google rankings are influenced by many factors outside our control.

4. How to Request a Refund

To request a refund, please contact us by email within the applicable timeframe:

hello@latqo.com

Please include your name, order reference, and the reason for your refund request. We will respond within 2 business days.

5. Refund Processing

Approved refunds are processed back to the original payment method via Paystack. Please allow 5–10 business days for the refund to reflect in your account, depending on your bank.

6. Exceptional Circumstances

If we fail to deliver your project within the agreed timeline through our own fault, or if the delivered work materially differs from the agreed scope, we will work with you to resolve the issue — including offering a partial or full refund at our discretion. We will always act in good faith.

7. Consumer Protection

This policy is designed to comply with the Consumer Protection Act 68 of 2008 (South Africa). Nothing in this policy limits or excludes any right you may have under applicable South African consumer protection legislation.

Have a concern?

We'd rather fix it than lose you. Before requesting a refund, please reach out at hello@latqo.com — most issues can be resolved quickly.