📜 Refunds & Returns Policy – SquidTech (Pty) Ltd
Effective Date: 13 August 2025
Company: SquidTech (Pty) Ltd
Website: www.squid-tech.co.za
1. No Refund Policy on Digital Services
SquidTech (Pty) Ltd provides custom digital services including web design, development, hosting, content creation, and plugin integration.
Due to the intangible and personalised nature of digital work, all payments made are non-refundable once the project has started.
2. Mid-Project Work
If work has already commenced (planning, design drafts, content creation, coding, or setup), no refunds will be issued.
Payments received are considered compensation for time, expertise, and resources already invested.
If a Client chooses to cancel mid-project, they remain liable for any outstanding amounts for work completed to date.
3. Third-Party Plugins, Licenses & Tools
Many projects require the purchase of third-party plugins, licenses, or digital assets.
Once purchased, these are non-refundable, as SquidTech pays these costs immediately to third-party vendors on behalf of the Client.
The Client acknowledges that plugin and license costs are final, even if the project is cancelled.
4. Deposits & Upfront Payments
Deposits and upfront payments secure project timelines, resources, and licenses.
These amounts are non-refundable, as they are allocated to scheduling, preparation, and plugin/tool procurement.
5. Hosting & Maintenance Fees
Hosting and maintenance fees are billed in advance.
No partial or pro-rata refunds will be issued for unused time if services are cancelled before the end of the billing cycle.
6. Exceptions
Refunds will only be considered in the event of:
Duplicate payments made in error.
Technical errors caused by SquidTech that result in non-delivery of services before any work has commenced.
7. Disputes & Professional Resolution
All disputes must be addressed directly with SquidTech in writing.
We encourage professional communication and dispute resolution.
Defamation, false accusations, or hostile conduct will be addressed with legal recourse to recover losses, including damages for loss of income.
🖥️ Technical Support Packages – SquidTech (Pty) Ltd
Contact: 📧 chazz@squid-tech.co.za | ☎️ +27 78 814 7608
🟢 Level 1 – Basic Support
💰 R2 500 per year (or R250 per month)
✔ Response within 24–48 hours
✔ Minor content edits (up to 15 min tasks)
✔ Monthly WordPress core & plugin updates
✔ Basic uptime monitoring
✔ Monthly off-site backups
✔ Email support
❌ Excludes urgent response, malware recovery, or WooCommerce fixes
🟡 Level 2 – Standard Support
💰 R4 500 per year (or R450 per month)
✔ Response within 4–12 hours (business days)
✔ Content updates (up to 30 min tasks)
✔ Full WordPress, theme & plugin updates
✔ Hosting assistance (emails, DNS, SSL)
✔ Weekly backups + uptime monitoring
✔ Performance optimisation (speed tuning)
✔ Security scans & basic malware cleanup
✔ Support via Email + WhatsApp
❌ Excludes major redesigns, new features, or 3rd-party integrations
🔴 Level 3 – Priority Support
💰 R7 500 per year (or R750 per month)
✔ Response within 1–3 hours (business days)
✔ Emergency support included
✔ Advanced security (malware scans + removal)
✔ Database repairs & recovery
✔ Daily automated backups + restore on demand
✔ WooCommerce & payment gateway support
✔ Monthly health report (updates, uptime, security status)
✔ Support via Email, WhatsApp, & Emergency Cell
Best for: e-commerce, ticketing, and high-traffic sites where downtime = lost income.
⚠️ Important Notes
All packages are prepaid annually or monthly.
Outstanding hosting or support invoices may lead to suspension of services until paid.
Tasks beyond the package scope (e.g., redesigns, new features) will be quoted separately.
✍️ By engaging SquidTech, you confirm that you understand and accept this No-Refund Policy.