Important documentation

Refund Policy

Frost Byte provides custom website design, development, hosting and management through monthly subscriptions.

Effective date
Last updated

A fair approach to refunds

We do not normally charge an upfront website design or development fee.

Your first monthly subscription payment is due when the website has been approved and is ready to go live. This means there will normally be no pre-launch website payment to refund.

How this policy applies

This Refund Policy explains when a refund may be available after a payment has been processed.

Nothing in this policy excludes or limits any refund, cancellation or consumer right that cannot lawfully be excluded under South African law.

1. No upfront website fee

Frost Byte begins the initial design and development process without charging an upfront website fee.

If you decide not to continue before approving the website:

  • No monthly subscription will normally begin
  • The website will not be launched
  • Frost Byte will stop working on the project
  • Unpublished designs and development files will not be transferred
  • Approved third-party expenses may still remain payable

2. When refunds may be approved

A full or partial refund may be considered where:

  • A subscription payment was charged twice
  • You were charged the incorrect amount
  • A payment was collected after a valid cancellation became effective
  • You were charged for an add-on that was not supplied
  • Frost Byte cannot provide a material part of the agreed service
  • A serious service problem cannot reasonably be corrected
  • A refund is required by applicable law
  • Frost Byte approves the refund after reviewing the circumstances

Each request will be considered fairly based on the service supplied and the reason for the request.

3. Subscription payments

Monthly subscription payments cover the relevant billing period and the services included in your active tier and add-ons.

A subscription period that has already started is generally not refunded on a partial or pro-rata basis.

When you cancel:

Exceptions

  • The next renewal will be stopped
  • Your services normally continue until the end of the paid period
  • You will not normally receive a refund for unused days in that period

Exceptions may apply where:

  • The payment was incorrect
  • The payment should not have been collected
  • Frost Byte failed to provide a material part of the service
  • A refund is required by law

4. Services already supplied

Payments are generally not refunded for services that have already been supplied.

This may include:

Completed services

  • Website hosting
  • Website maintenance
  • Support
  • Content updates
  • Design work
  • Development work
  • Analytics and reporting
  • CMS services
  • E-commerce services
  • Integrations
  • Custom visual assets
  • 3D or interactive work
  • Other completed add-ons

Frost Byte will consider the amount of work completed when reviewing a refund request.

5. Circumstances that are generally not refundable

Subject to applicable law, refunds are generally not provided for:

  • A change of mind after the subscription period has started
  • Website services already supplied
  • Work already completed or approved
  • Add-ons already delivered
  • Delays caused by missing client content
  • Delays caused by late feedback
  • Delays caused by missing access details
  • Features that were not included in the selected tier
  • Features that were not included as an add-on
  • Third-party charges already paid
  • Domain costs already incurred
  • Problems caused by unauthorised client changes
  • Problems caused entirely by an external provider where Frost Byte supplied its agreed service
  • Results that were hoped for but not guaranteed, such as sales, traffic or search rankings

6. Service problems

Please contact Frost Byte promptly if you believe a service has not been supplied correctly.

Where appropriate, Frost Byte should be given a reasonable opportunity to:

How we try to resolve problems

  • Investigate the issue
  • Correct an error
  • Restore a service
  • Complete missing work
  • Provide an alternative solution

A refund may be considered where a material service problem cannot reasonably be corrected.

7. Third-party costs

Certain services may require costs paid to another provider.

Examples include:

When a provider refunds a cost

  • Domain registration
  • Premium software
  • Paid fonts
  • Stock media
  • External integrations
  • Platform fees
  • Specialist services

Third-party expenses approved by you and already incurred are generally not refundable unless the provider issues a refund.

8. Requesting a refund

To request a refund, contact:

Information to include

Please use the subject line “Refund Request” and include:

  • Your full name
  • Your business name
  • Your account email
  • Your website address
  • Your invoice number
  • Your Paystack transaction reference, where available
  • The payment date
  • The payment amount
  • The reason for your request
  • Relevant supporting information

Providing complete information will help Frost Byte investigate the request efficiently.

9. Review process

When reviewing a request, Frost Byte may consider:

  • Your selected tier
  • Your active add-ons
  • The relevant billing period
  • Services already supplied
  • Work already completed
  • Previous communications
  • Third-party expenses
  • The cause of the issue
  • Applicable legal obligations

Decision and outcome

Submitting a request does not guarantee that a refund will be approved.

Frost Byte will communicate the outcome after reviewing the available information.

10. Approved refunds

Approved refunds will normally be returned through the original payment method.

The time taken for funds to appear depends on:

Processing time and limits

  • The payment processor
  • Your bank
  • The payment method
  • Public holidays and banking days

Frost Byte cannot refund more than the amount originally paid.

11. Failed payments and reversals

A failed transaction may temporarily appear as pending on your bank account.

In some cases, the bank or payment processor will automatically reverse the transaction.

Contact Frost Byte with your payment reference if the amount is not reversed within the period advised by your bank.

12. Chargebacks

Please contact Frost Byte before opening a payment dispute or chargeback so that we can investigate legitimate billing problems.

Nothing in this policy prevents you from exercising a lawful payment-dispute right.

13. Contact Frost Byte

Refund questions may be sent to:

Frost Byte

Telephone
072 536 1044
Country
South Africa

Hey, I’m Nick Frost, a designer and technologist from Cape Town.
I build clear, functional digital experiences with a creative edge.

FROST BYTE