Skip to Content
Refund Policy

Refund Policy


Welcome to Ecompeak. We are committed to providing exceptional digital services for your website and e-commerce needs. This policy outlines our procedures for refunds and is designed to be compliant with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Our Services

Ecompeak provides digital services, including but not limited to:

  • Website design and development
  • E-commerce store setup and configuration
  • Website maintenance and management
  • Hosting services
  • Search Engine Optimization (SEO)

As our services are digital and involve the investment of significant time and resources, our refund policy reflects this.

Your Rights as a Consumer (ECTA and CPA)

As a consumer in South Africa, you have certain rights that we are committed to upholding:

  • ECTA Cooling-Off Period (Services): For services purchased online (electronic transactions), you have a "cooling-off period" of seven (7) days from the date of the conclusion of the service agreement. During this period, you may cancel the transaction without reason and without penalty. The only charge we may levy is the direct cost of the services rendered up to that point. Any payments already made will be refunded within 30 days of the date of cancellation.
  • Implied Warranty of Quality (CPA): You have a right to services that are of good quality, free of defects, and reasonably suitable for the purpose for which they are intended. This implied warranty lasts for six months after the service has been rendered. If our services fail to meet this standard, you have the right to request a refund or changes.
  • Failure to Perform: In terms of Section 46 of ECTA, we must execute the service order within 30 days unless a different timeframe is agreed upon in writing. If we fail to do so, you may cancel the agreement with seven days' written notice and are entitled to a full refund.


Eligibility for Refunds

In addition to your rights under South African law, refunds are considered on a case-by-case basis and may be issued under the following conditions:

  1. Project Cancellation within the ECTA Cooling-Off Period: If you cancel a service agreement within seven days of its conclusion, you are entitled to a refund, minus any reasonable costs incurred by us for services already performed.
  2. Failure to Deliver: If we are unable to deliver the service as agreed upon in the signed proposal or contract, and we cannot rectify the situation, you may be entitled to a partial or full refund.
Non-Refundable Circumstances

Please note that, in line with South African consumer law, refunds will generally not be issued in the following instances:

  • Change of Mind (outside the cooling-off period): Once the ECTA seven-day cooling-off period has expired, and significant work has commenced, a refund cannot be issued for a change of mind. Our service involves a direct investment of time and expertise.
  • Dissatisfaction with subjective aspects: While we will work with you through revision rounds to achieve your creative vision, refunds cannot be issued for dissatisfaction with subjective elements like design aesthetics once a design has been approved or the project is in an advanced stage of development.
  • Client-caused delays or lack of cooperation: If project delays or failures are a direct result of the client's failure to provide necessary information, content, feedback, or approval in a timely manner, this will not be a basis for a refund.
  • Costs for Third-Party Services: Any costs incurred for third-party services (e.g., domain registration, hosting fees, specific software licenses) that are purchased on your behalf are non-refundable.
The Refund Process

To request a refund, you must follow these steps:

  1. Submit a Formal Request: Send a written refund request via email to admin@ecompeak.net. The request must include:
    • Your full name and company name.
    • Invoice or reference number.
    • A clear and detailed explanation of the reason for the refund request, referencing the specific service and the terms of our agreement.
  3. Assessment and Communication: Our team will review your request in accordance with the terms of your service agreement and South African consumer laws. We will contact you to discuss the issue and seek a resolution. This process may take up to 3-5 business days.
  4. Resolution: If a refund is approved, we will process it to the original payment method. Please be aware that it may take several business days for the funds to reflect in your account. The Consumer Protection Act stipulates that if a refund is due, it must be paid within 15 business days of cancellation if the product/service was purchased via direct marketing, or within 30 days if the service was unavailable. We will adhere to all relevant statutory timeframes.
Amendments to This Policy

We reserve the right to amend this policy at any time. Any changes will be posted on our website and will be effective immediately.

Contact Us

For any questions about this refund policy or to submit a refund request, please contact us at admin@ecompeak.net.