1. A fair assessment, with statutory rights preserved
Digital services involve time, planning and third-party commitments. A refund is assessed against the services agreed, the work actually performed, the reason for cancellation and applicable law; it is not automatically guaranteed or automatically refused. Nothing in this policy overrides a non-excludable consumer right, an applicable cooling-off right or a remedy for defective or undelivered services.
2. Project and setup fees
Website builds, design work, account setup and integration projects may include deposits or milestone payments specified in your agreement. These payments contribute to the agreed work and are not treated as universally non-refundable simply because they are called a deposit.
If a project is cancelled, work already performed and properly committed third-party costs may be non-refundable to the extent permitted by law and your agreement. We assess the completed stages, resources reasonably committed, amounts paid and any recoverable costs. Any lawful cancellation charge must be reasonable in the circumstances, not a blanket penalty. Unperformed work and uncommitted funds are considered when determining whether a refund or an outstanding balance is appropriate.
3. Third-party commitments
Domain registrations and renewals, hosting commitments, software licences, advertising spend and external provider charges may be subject to the provider's own cancellation or refund terms. We will identify relevant committed costs in the assessment and consider any amount recoverable from the provider. We do not promise refunds for third-party costs we cannot recover, subject to any overriding legal obligation.
4. Recurring services
Hosting and care, social media management, digital marketing and other ongoing services are cancelled according to the notice requirements and billing arrangements in the applicable client agreement and applicable law. There is no universal cancellation notice period set by this policy. If your agreement does not specify notice, contact us to confirm a fair cancellation date and the treatment of work and charges already committed.
We will confirm the effective end date, any final charges, treatment of advance payments and whether authorised recurring billing must be stopped. Amounts for services already delivered may remain payable; any unused prepaid portion is assessed against the agreement and legal requirements. Cancelling a payment authorisation alone does not settle outstanding fees or replace a service-cancellation request.
5. How to request cancellation or a refund
Send a written request using the contact form below or your established Lux Empire client contact channel. Include the project or service name, order or invoice reference, reason for the request and preferred contact details. For ongoing services, state that you want the service cancelled and the requested end date.
We will acknowledge the request, review the agreement and work records, and explain the proposed cancellation date and refund assessment, including any relevant deductions or balance. We may request information needed to resolve the issue. If you dispute the assessment, please explain your concern so it can be reviewed; you retain access to applicable consumer remedies and dispute channels.
6. Service problems and incomplete delivery
If agreed work has not been delivered or you believe a service is defective, tell us promptly with enough detail to investigate. We will assess the issue and discuss an appropriate remedy, which may include correction, completion, a price adjustment or a refund as required by the agreement and applicable law. This policy does not make payment or approval a waiver of your statutory rights.
7. Approved refunds
Approved refunds are processed through the appropriate original payment method where practicable, including the relevant payment provider for payments processed through PayFast. If that method is unavailable, we will agree an appropriate alternative and verify the recipient. We will confirm the approved amount and expected processing arrangements; actual receipt can depend on the payment provider and bank. No fixed processing period or universal refund guarantee is promised by this policy.
8. Handover and ending access
Cancellation may affect hosted websites, integrations, content operations and account access. We will discuss relevant handover, export or transfer arrangements under your agreement, including ownership and any outstanding lawful fees. Arrange continuity of essential services before their agreed end date. This policy does not authorise us to withhold personal information or other rights contrary to applicable law.
Contact Lux Empire
For questions about this policy or a request relating to your services or personal information, use our contact form. Include your name, contact details and the relevant project, account or payment reference. Do not send passwords or full payment-card details.