Refund and Cancellation Policy

Let’s turn your vision into reality.

Effective date: 1 March 2026 | Version: 1.0
Contact: hello@theultimatecrew.co.za | 082 591 1278 / 082 414 4198 | www.theultimatecrew.co.za

1. Purpose and Scope

This policy explains how cancellations and refunds work for everything The Ultimate Crew provides: business registration and consultancy, branding and digital solutions, and marketing and promotional items. It applies to every client, whether you buy a single service or a bundle, and it forms part of the quote or agreement you accept when you engage us. Nothing in this policy limits any right you have under the CPA or other South African law.

2. How We Work: Quotes, Deposits and Payment

Every job starts with a written quote. Work begins once you have accepted the quote in writing (email or WhatsApp confirmation counts) and paid the deposit shown below.

Service type	Payment required to start	Balance due
Business registration, tax registration, compliance set-up	100% upfront, including all government fees	None
Brand identity, logo, and website projects	50% deposit	50% before final files are released or the website goes live
Printed and branded items (brochures, cards, apparel, mugs and similar)	50% deposit, or 100% for orders under R1,000	Balance before dispatch or collection
Monthly retainers (bookkeeping, website maintenance, SEO, social media)	First month in advance	Each following month in advance

3. Cooling-Off Period

If you accepted a quote as a result of direct marketing (for example, we approached you or you signed up at an event or after a promotional call), you may cancel within 5 business days of the agreement and receive a full refund of what you paid, as provided by section 16 of the CPA. For purchases concluded entirely online or electronically, ECTA gives a 7-day cooling-off right. Two important limits apply under ECTA: the right does not cover services we have already started with your consent during that period, and it does not cover goods made to your specifications or clearly personalised for you. In those cases the cancellation terms in Section 4 apply instead.

4. Cancellation by the Client

Please tell us in writing (email is fine) as soon as you decide to cancel. The date we receive your notice is the cancellation date.

Business registration and consultancy

Before we have started work: full refund of our service fee and any government fees we have not yet paid, less an administration fee of R250.
After we have started but before a submission is made to CIPC or SARS: refund of the unused portion of our service fee, based on the work completed, plus any government fees not yet paid.
After submission to CIPC, SARS, or any other authority: government and statutory fees are non-refundable because they are paid over to third parties and cannot be recovered. Our service fee is refundable only for work not yet done.

Branding and digital solutions (logos, brand identity, websites, SEO, social media)

Before the project kick-off: full refund of the deposit, less the R250 administration fee.
After kick-off: the deposit covers design time and is non-refundable once concept work has started. If you have paid more than the work completed so far, we will refund the difference.
Domain registrations, hosting, stock images, fonts, and software licences purchased on your behalf are non-refundable once bought, as they are paid to third parties.
Each project includes a set number of revision rounds as stated in your quote. Extra revisions or a change of direction after approval are quoted separately and are not a ground for a refund.

Marketing and promotional items

Before you approve the artwork or proof: full refund, less the cost of any design time already spent.
After you approve the proof and production starts: the order is custom-made and cannot be cancelled or refunded, except as set out in Section 5.
Orders placed from stock that is not personalised may be cancelled within 48 hours of order, as long as the items have not been dispatched.

Monthly retainers

Either of us may cancel a retainer with 20 business days’ written notice, in line with the CPA’s rules on fixed-term agreements. A reasonable cancellation charge may apply if you cancel a fixed-term agreement early, as stated in your agreement.
Fees for the month already started are not refundable. We do not charge a penalty for ordinary month-to-month retainers cancelled with proper notice.

Postponements. If you need to put a project on hold, tell us within 5 business days. We will hold your deposit for up to 60 days. After that, the project is treated as cancelled under the rules above.

5. When You Are Entitled to a Refund or Remedy

Regardless of the cancellation rules above, you may ask for a remedy or refund in these situations:

We do not deliver the service or goods within the time agreed, and the delay is not caused by you or by someone outside our control.
The work contains a material error on our part, for example incorrect company details on a registration or a printed item that differs from your approved proof, and we cannot correct it within a reasonable time.
Goods are defective or unsafe. Under the CPA you may return defective goods within six months of delivery, and we will repair, replace, or refund at your choice where the defect is covered by law.
You were charged twice, or charged more than the accepted quote.

For services, we first try to put the problem right at no cost to you. If we cannot, we will refund a reasonable portion of what you paid, based on the part of the work that was not delivered properly.

We will usually not refund where the problem arises from information or files you supplied that were wrong or incomplete, from approvals you gave, from changes by a third party after delivery, or from a result you were hoping for but that was not promised in writing (for example a specific Google ranking or number of followers).

6. Non-Refundable Items

Government, CIPC, SARS, and other third-party fees once they have been paid over.
Domain names, hosting, and licences purchased for you.
Completed work that you have approved or signed off.
Custom-made and personalised goods once production has started, unless they are defective.
The R250 administration fee where it applies.

7. Cancellation by The Ultimate Crew

We may cancel or suspend a job if payment is not received by the due date, if we do not receive the information or approvals we need within 30 days despite reminders, or if the work would involve something unlawful or misleading. We will tell you in writing first. If we cancel for any reason other than your non-payment or non-cooperation, we will refund everything you paid for work we have not done, including any government fees not yet paid over.

8. How to Request a Cancellation or Refund

Email hello@theultimatecrew.co.za with your name, the service or order concerned, your proof of payment, and the reason for the request. For defective goods, please include photos and report the problem within 5 business days of receiving them where you can.
We will acknowledge your request within 2 business days and respond with our decision within 5 business days.
Approved refunds are paid by EFT to the account the payment came from within 10 business days of approval. We do not pay refunds in cash.

9. Disputes

If we cannot agree, please first ask for the matter to be reviewed by one of our directors. If you remain unhappy, you may approach the National Consumer Commission or the Consumer Goods and Services Ombud, or take the matter to the relevant court or tribunal. Nothing here prevents you from using those routes.

10. Changes to This Policy

We may update this policy from time to time. The version in force when you accept your quote applies to that job. The latest version is available on our website or on request.

The Ultimate Crew | hello@theultimatecrew.co.za | 082 591 1278 / 082 414 4198 | www.theultimatecrew.co.za