Service Delivery, Cancellation & Refund Policy

This Service Delivery, Cancellation & Refund Policy ("Policy") explains how WebMax (Pty) Ltd, trading as WebMax ("WebMax", "we", "us" or "our"), manages the delivery, cancellation, suspension and refund of its technology and digital services.

WebMax provides technology services including software development, websites, cloud solutions, AI and automation, data and analytics, cybersecurity, CRM and business systems, digital transformation consulting, IT support, managed services and related technology solutions.

This Policy applies to services purchased or commissioned through WebMax unless a signed agreement, proposal, quotation, statement of work or subscription agreement contains different terms.

1. Service delivery model

WebMax delivers services based on the requirements and scope agreed with the client. Depending on the engagement, delivery may include:

Discovery and requirements analysis
Consulting
Solution architecture
UX/UI design
Software development
Website development
Cloud deployment
Infrastructure configuration
AI implementation
Automation
Data and analytics implementation
Cybersecurity services
System integration
Testing and quality assurance
Deployment
Training
Documentation
Maintenance
Ongoing support

WebMax's general delivery process is based around discovery, design, development, testing, deployment and ongoing support.

2. Project start

A project generally begins after the applicable commercial requirements have been completed. Depending on the engagement, this may include:

Acceptance of a quotation
Signing a proposal or statement of work
Signing a service agreement
Payment of an agreed deposit
Completion of onboarding
Provision of required access
Confirmation of requirements
Another agreed commencement condition

WebMax is not required to commence material project work until agreed commencement requirements have been satisfied.

3. Project delivery timelines

Project timelines vary according to:

Scope
Complexity
Number of integrations
Client availability
Third-party dependencies
Required approvals
Technical requirements
Data migration
Testing requirements
Other project factors

Where a delivery date is stated as an estimate, it is not a guaranteed completion date unless expressly identified as such in the applicable agreement.

WebMax's current public information indicates that many cloud-related projects can run approximately 4-16 weeks, but actual timelines depend on the individual engagement.

4. Client-dependent delays

The client is responsible for providing information, approvals, content, credentials, technical access and decisions required for the project. Delays caused by the client may result in:

Revised milestones
Revised delivery dates
Additional project management or development costs where applicable
Rescheduling of resources
Temporary suspension of the project

WebMax will make reasonable efforts to communicate material delays.

5. Change requests

A change request is a request that materially changes the agreed scope. Examples include:

Additional features
Additional integrations
New pages
Additional user roles
New reports
Additional automation
Additional environments
Additional security requirements
Major design changes
New third-party integrations
Changes requested after approval of a deliverable

Change requests may affect:

Price
Timeline
Resources
Testing
Infrastructure
Delivery milestones

Where a change is chargeable, WebMax will communicate the applicable additional cost before proceeding where reasonably possible.

6. Delivery and acceptance

Depending on the project, deliverables may be provided through:

A production website
Application deployment
Cloud environment
Client portal
Repository
Documentation
Digital files
Credentials
Reports
Dashboards
Training
Another agreed delivery method

Where formal acceptance criteria exist, acceptance will be handled according to the applicable agreement. Where no formal acceptance procedure exists, the client should report material defects or discrepancies within a reasonable period after delivery.

7. Bug fixes and defects

Where WebMax is responsible for development, defects attributable to the agreed implementation may be addressed in accordance with the applicable support or warranty period.

A defect does not normally include:

New functionality
A change in requirements
Third-party service changes
Client modifications
Changes made outside WebMax's control
Unsupported infrastructure changes
Incorrect client configuration
Problems caused by third-party systems

Such work may constitute additional services.

8. Hosting and cloud services

Where WebMax provides hosting, cloud infrastructure or managed cloud services, the applicable service agreement will determine:

Infrastructure
Service scope
Billing
Support
Monitoring
Backup
Security
Availability
Data retention
Termination arrangements

Cloud services may depend on third-party infrastructure providers. WebMax will make reasonable efforts to maintain service continuity but cannot guarantee uninterrupted availability unless a specific SLA provides otherwise.

9. Domain services

Where WebMax registers or manages domains on behalf of clients:

Domain registration is subject to registrar and registry rules
Availability is not guaranteed until registration is successfully completed
Domain renewals must be paid when due
Expired domains may be subject to additional recovery procedures or fees
Domain ownership and administrative rights will be handled according to the applicable agreement

Domain registration fees may be non-refundable once a domain has been successfully registered, subject to applicable law and the relevant registry's policies.

10. Recurring services and subscriptions

Some WebMax services may be provided on a recurring basis. These may include:

Hosting
Cloud infrastructure
Managed IT services
Monitoring
Maintenance
Security services
Software subscriptions
Support
Domain renewals
Licensing
Other recurring services

Recurring charges will continue until cancelled in accordance with the applicable agreement.

11. Cancellation of a project

A client may request cancellation of a project by contacting WebMax in writing. Cancellation does not automatically entitle the client to a full refund.

The financial consequences of cancellation depend on:

Work already completed
Third-party costs already incurred
Non-refundable licences
Domain registrations
Cloud resources
Hosting
Contractor or supplier commitments
Deposits
Milestones already delivered
Outstanding client obligations
The applicable client agreement

12. Deposits

Where a project requires an upfront deposit, the deposit may be used to reserve:

Development capacity
Design resources
Project management resources
Infrastructure
Third-party services
Software licences
Other project resources

Unless otherwise stated in the applicable agreement, deposits relate to committed project resources and work and are not automatically refundable merely because the client later changes their mind. Any statutory cancellation or refund rights remain unaffected.

13. Refunds for uncompleted services

Where a client is legally entitled to a refund for services not yet performed, WebMax will process the applicable refund. Where work has already been performed, WebMax may retain amounts properly attributable to services already supplied, subject to applicable law and the client agreement. Where third-party costs have already been incurred, those costs may also be deducted where legally permissible.

14. Refunds for completed work

Payments relating to completed deliverables, milestones or services already supplied are generally not refundable merely because the client later decides not to use the deliverable. This does not limit any statutory rights that may apply to defective services or other circumstances where a refund or alternative remedy is legally required.

15. Defective or non-conforming services

If a client believes that a service or deliverable does not conform to the agreed requirements, the client should notify WebMax promptly. The notification should include:

Client name
Project name
Relevant deliverable
Description of the issue
Expected result
Actual result
Supporting evidence where appropriate

WebMax will investigate the issue and, where appropriate, provide a reasonable remedy. Depending on the circumstances, the remedy may include correction, re-performance, repair, replacement, credit or refund. The applicable remedy will depend on the nature of the issue, the agreement and applicable law.

16. Third-party costs

WebMax may purchase or provision third-party services on behalf of clients. These may include:

Cloud services
Domains
Hosting
Software licences
APIs
AI services
Security tools
Email services
Payment services
SSL certificates
Other technology services

Where a third-party provider has already charged WebMax and the cost is non-refundable, WebMax may recover that cost from the client where permitted by the applicable agreement and law.

17. Software licences

Software licences supplied as part of a project may be subject to the licensing terms of the relevant vendor. A refund of WebMax's professional service fees does not necessarily result in a refund of third-party licence fees.

18. Support and maintenance

Support and maintenance are separate from initial project development unless explicitly included in the project scope. Support may include:

Technical assistance
Bug fixes
Monitoring
Maintenance
Updates
Security patches
Infrastructure management
Troubleshooting

The applicable support plan determines the services available and response expectations.

19. Suspension for non-payment

Where an account contains overdue undisputed amounts, WebMax may, subject to the applicable agreement and law, suspend affected services after reasonable notice. Suspension may affect:

Hosting
Cloud infrastructure
Support
Monitoring
Software access
Maintenance
Other recurring services

WebMax will make reasonable efforts to prevent unnecessary disruption.

20. Reactivation

Where a service has been suspended for non-payment, reactivation may require:

Payment of overdue amounts
Payment of applicable reactivation charges
Confirmation of account details
Restoration of required infrastructure

Reactivation timing may depend on the relevant service and third-party providers.

21. Data and project handover

When a project ends, WebMax may provide agreed project deliverables and relevant client data in accordance with the applicable agreement. The client may be responsible for:

Outstanding fees
Third-party transfer fees
Hosting migration
Domain transfer
Data migration
Infrastructure migration
Other handover-related costs

WebMax will not intentionally withhold client data where the client has a legal right to receive it, subject to lawful retention requirements and outstanding contractual obligations.

22. Cancellation of recurring services

Recurring services may be cancelled according to the notice period stated in the relevant subscription or service agreement. Where no specific cancellation period has been agreed, WebMax will apply a reasonable cancellation process consistent with applicable law. Cancellation does not automatically cancel amounts already incurred before the effective cancellation date.

23. No refund for client non-use

Unless required by law or otherwise agreed, fees are not automatically refundable because a client:

Does not use a service
Stops using a website
Does not use purchased infrastructure
Does not use software
Changes its business strategy
Delays a project
Changes employees
Changes management
Decides not to proceed with the intended business use

24. Promotional services

Where WebMax offers discounted, promotional or introductory pricing, additional conditions may apply. The applicable promotional terms will be communicated at the time of purchase. Promotional pricing does not remove statutory consumer rights.

25. Payment provider refunds

Where payment was made through a third-party payment provider, refunds will generally be processed through the same payment method where reasonably possible. The time taken for a refund to appear in the client's bank account may depend on the payment provider and financial institution.

26. Refund process

Refund requests should be submitted to info@webmaxsolution.com. The request should include:

Client name
Company name
Invoice number
Project or service
Payment date
Amount paid
Reason for the refund request
Supporting documentation where relevant

WebMax may request additional information reasonably necessary to verify the request.

27. Refund processing time

Approved refunds will generally be processed within 10 business days after approval. The receiving bank or payment provider may require additional processing time.

28. Consumer protection

Nothing in this Policy is intended to exclude, restrict or limit a right or remedy available to a consumer under the Consumer Protection Act 68 of 2008 or other applicable South African legislation where such exclusion, restriction or limitation would be unlawful. Where statutory rights apply, those rights take precedence over any inconsistent provision of this Policy.

29. Business clients

WebMax primarily provides technology services to businesses and organisations. Commercial clients may be governed by negotiated master service agreements, statements of work, proposals, quotations, service-level agreements, subscription agreements or other written contracts. Where a signed agreement contains specific cancellation, delivery or refund terms, those terms will govern the relevant engagement.

30. Force majeure

WebMax will not be liable for delivery delays caused by events outside its reasonable control, including:

Cloud-provider outages
Internet failures
Power failures
Telecommunications failures
Cybersecurity incidents
Government action
Natural disasters
Labour disruptions
War
Civil unrest
Third-party infrastructure failures
Other events beyond reasonable control

31. Policy changes

WebMax may update this Policy from time to time. The latest version will be published on the WebMax website. Existing client agreements will continue to be governed by their applicable contractual terms unless amended in accordance with those agreements.

32. Contact WebMax

For service delivery, cancellation, refund or support queries:
WebMax (Pty) Ltd
Telephone: +27 63 091 6423
Cape Town: Robert Sobukwe Rd, Bellville, Cape Town, South Africa, 7535
Johannesburg: 112 North Rd, Sandown, Sandton, Johannesburg, South Africa, 2196
Email: info@webmaxsolution.com