Refund & Cancellation Policy

This Refund & Cancellation Policy explains how Teratio handles project cancellations, recurring-service cancellations, deposits, payments and refund requests.

Teratio provides custom technology and professional services. Projects may require discovery, planning, design, development, technical configuration, third-party commitments and reserved delivery capacity before a final product is delivered. Refund decisions therefore take into account the work already performed, costs already incurred, contractual commitments and applicable law.

This Policy should be read together with the applicable proposal or Statement of Work, Teratio's Terms and Conditions, Master Services Agreement where applicable, and any service agreement entered into with the client.

This Policy may apply to services including websites, custom software, booking systems, web applications, business systems, client portals, integrations, automation, hosting, maintenance, technical support and other technology or professional services supplied by Teratio.

Where a project-specific agreement contains a valid refund or cancellation provision that differs from this general Policy, the project-specific provision will apply to that engagement to the extent permitted by law.

A project may require a deposit before Teratio reserves delivery capacity or begins substantive work.

A deposit is not automatically refundable once work has commenced. When a cancellation occurs, Teratio may take into account work already completed or in progress, time and resources allocated to the project, reasonable costs incurred, non-refundable third-party expenses and other commitments made specifically for the engagement.

Any mandatory rights available to a client under applicable South African law remain unaffected.

If a client cancels a project before substantive work has begun, Teratio will assess whether any costs or commitments have already been incurred.

Where no work has been performed and no non-refundable costs or commitments have been incurred, Teratio may refund the amount paid, subject to any reasonable and lawful cancellation charge applicable to the engagement.

Where costs have already been incurred, those amounts may be deducted from any refund where permitted.

If a client cancels after work has commenced, Teratio may calculate the value of services already supplied and commitments already incurred.

The calculation may include:

• discovery, research and planning already completed;
• design or development work completed or in progress;
• project management and technical preparation;
• resources or delivery capacity reasonably committed to the project;
• approved milestones or deliverables already completed;
• non-refundable licences, hosting, domains, software or other third-party costs;
• reasonable cancellation costs where legally permitted; and
• any other amounts properly due under the applicable agreement.

If the amount already paid exceeds the amount properly due after this assessment, the refundable balance will be returned to the client. If the value of work and costs exceeds the amount already paid, the outstanding balance remains payable.

Fees for completed and accepted custom work are generally not refundable merely because the client later changes its mind, no longer wishes to launch the project, changes business direction or decides not to use the delivered work.

This does not limit remedies that may be available where services fail to meet applicable legal standards or where Teratio has materially failed to provide agreed services.

A project may be placed On Hold where delivery cannot reasonably continue because the client has not provided required information, access, content, approvals, feedback or payment.

Placing a project On Hold does not by itself cancel the project or create an automatic right to a refund.

If a project remains inactive for an extended period, Teratio may contact the client to determine whether the project should resume, be rescheduled or be cancelled. Resumption may be subject to updated scheduling, availability and, where the scope or circumstances have materially changed, revised commercial terms.

Teratio may suspend or cancel an engagement where reasonably necessary, including for material non-payment, material breach of an agreement, unlawful use, serious security risk, abusive conduct, inability to obtain required client cooperation or another legitimate legal or operational reason.

Where Teratio terminates an engagement because of the client's breach, amounts properly due for work performed and costs incurred remain payable.

Where Teratio cancels an engagement for reasons not caused by the client's breach and is unable to provide prepaid services, Teratio will assess the value of services already supplied and refund any appropriate balance for services not provided, subject to applicable law and the agreement.

A change of mind does not automatically entitle a client to a full refund after Teratio has begun performing custom services or incurred project-specific costs.

Where a statutory cooling-off, cancellation or other consumer right applies to the particular transaction, that right will prevail over any inconsistent provision of this Policy.

If a delivered function materially fails to match an approved requirement because of an implementation error by Teratio, the client should notify Teratio with sufficient detail for the issue to be investigated.

Where Teratio confirms that the issue is an implementation defect within the agreed scope, Teratio will ordinarily correct it as part of its delivery responsibility rather than treating the correction itself as new billable functionality.

A new requirement, change of preference, additional feature, third-party failure or modification by another provider is not automatically considered a Teratio implementation defect.

Some projects require third-party services such as domains, hosting, licences, plugins, cloud infrastructure, APIs or other external products.

If a third-party charge is non-refundable or has already been committed specifically for the client's project, Teratio may be unable to refund that amount. Where possible, Teratio will identify material third-party costs in the proposal or project communications.

Hosting, maintenance, support, subscriptions and other recurring services may be cancelled in accordance with the applicable service agreement, required notice period and applicable law.

Cancellation should have a clear effective date. Fees properly due up to that date remain payable.

Where applicable, Teratio and the client will address reasonable handover, access, data, infrastructure and service-transition obligations associated with cancellation.

A client requesting a refund should contact Teratio using its published billing or support contact details and provide enough information to identify the engagement.

A request should ordinarily include:

• client or business name;
• relevant project or service;
• invoice or payment reference where available;
• amount being disputed or requested;
• reason for the request; and
• supporting information reasonably relevant to the request.

Teratio will review the request against the applicable proposal, agreement, work completed, costs incurred, payment records and applicable law.

Where a refund is approved, Teratio will communicate the approved amount and the method by which it will be processed.

Processing times may depend on the payment method, bank, payment provider and other financial-service providers involved. Teratio is not responsible for processing delays occurring solely within an external financial institution after Teratio has validly initiated the refund.

Clients are encouraged to contact Teratio before initiating a chargeback or external payment dispute so that billing concerns can be investigated and, where possible, resolved directly.

Initiating a chargeback does not extinguish a legitimate contractual payment obligation. Teratio may provide relevant proposals, approvals, invoices, delivery records, communications and payment records to a payment provider or financial institution where reasonably necessary to respond to a payment dispute.

Where a project is cancelled after partial delivery, any handover will depend on the applicable agreement, payment status, intellectual-property rights, third-party restrictions and the stage of the project.

Where appropriate, the parties should resolve access, credentials, client-owned data, completed deliverables and any outstanding commercial obligations as part of closing the engagement.

Nothing in this Policy is intended to exclude, restrict or waive any right or remedy that cannot lawfully be excluded under applicable South African law.

Where legislation grants a client a cancellation, refund, re-performance or other remedy that applies to the particular transaction, Teratio will apply this Policy subject to those mandatory rights.

Teratio may update this Refund & Cancellation Policy from time to time to reflect changes in its services, commercial practices or legal obligations.

The version applicable to a particular engagement may also be determined by the proposal, agreement or policy version incorporated when the engagement was accepted.

Questions, cancellations and refund requests may be submitted through Teratio's published contact channels.

Legal Entity Name

Teratio (Pty) Ltd

Billing / Support Email

support@teratio.co.za

Registration Number

2026/57914/07

Physical / Registered Address

22 Century Blvd, Riversands, Johannesburg, South Africa, 1684