Last updated: 15 August 2026
This Refund and Cancellation Policy applies to paid work with CatchupWeb Consulting Services. It should be read with our Terms of Service.
Where South African consumer law (including the CPA and, for electronic transactions, ECTA) gives you rights that cannot be waived, those rights apply. If this Policy is more generous, this Policy applies.
1. How we bill
CatchupWeb typically bills in one of these ways, as set out in the proposal or invoice:
- Fixed-fee assessment or workshop — a defined piece of work, often prepaid or billed on booking.
- Project / milestone — fees tied to agreed stages.
- Retainer or prepaid hours — a block of senior time for a period.
- Time and materials — hours actually worked, invoiced after the fact.
Contact: info@catchupweb.co.za · Johannesburg, South Africa.
2. Cooling-off (ECTA)
If you are a consumer who concluded the transaction electronically, ECTA may allow cancellation within seven (7) days without reason, except where we have started the service with your consent before that period ends.
By asking us to start an assessment, workshop, or other work immediately (including sending access, booking a date, or using reserved time), you request that we begin. In that case cooling-off may not apply to work already started.
If you have paid and we have not started, email us within 7 days and we will refund that unused first payment, less any non-recoverable payment-processor fees.
3. When we refund
We will refund or credit you if:
- you qualify under section 2;
- we charged you in error (duplicate invoice or wrong amount);
- we cancel an engagement before we start, and you have prepaid;
- prepaid hours remain unused at the end of an agreed validity period and the proposal says they are refundable;
- the law requires a refund; or
- we agree in writing to a goodwill refund.
Approved refunds go back to the original payment method where the bank or processor allows it, usually within 5–10 business days after approval.
4. When we do not refund
Except where the law requires otherwise, we do not refund:
- work already delivered (assessments held, workshops run, hours consumed, milestones accepted);
- time we reserved for you that you cancel inside the notice period in the proposal (typically less than 5 business days before a booked assessment);
- third-party costs we have already committed (cloud, licences, travel booked at your request);
- change of mind after we have started investigating your environment;
- invoices for time and materials after the work was done.
5. How to cancel
Email info@catchupweb.co.za from the address on the proposal, with the subject “Cancel engagement”, the invoice or proposal reference, and the effective date you want.
- Retainers — cancel before the next period. The current paid period runs to its end unless we agree otherwise.
- Projects — you may stop further work. Completed milestones remain payable. We will invoice for work in progress at the rates in the proposal.
- Booked assessments — 5 or more business days’ notice: full refund or free reschedule. Less than 5 business days: we may keep a reasonable booking fee or the full fee if we cannot re-use the slot.
6. How to request a refund
Email info@catchupweb.co.za with the invoice number, amount, payment date, and reason. We aim to respond within 2 business days and decide within 7 business days.
7. Disputes
Please contact us first. If we cannot resolve it, the same dispute path as the Terms of Service applies (South African law; Gauteng preferred).