Terms of service · Privacy notice · Refunds and cancellations · Delivery · Payments and security · Legal and contact details ·
We sell services and digital credits, not physical goods. For agency work, refunds depend on how much of the work we have done when you cancel. For Tsela Social credit packs, section 8 applies. This policy summarises clause 10 of our Terms of service. If the two ever differ, the Terms apply, and nothing here reduces your rights under the Consumer Protection Act (CPA) or the Electronic Communications and Transactions Act (ECTA).
1. Your cooling-off rights
- Online purchases (ECTA section 44): if you are an individual and you bought from us electronically, you may cancel within 7 days without a reason or penalty. This right ends if the service began, with your consent, before the 7 days ran out.
- Direct marketing (CPA section 16): if the CPA protects you and you bought after we contacted you directly, you may cancel within 5 business days without a reason or penalty.
- We only start work during a cooling-off period if you ask us to in writing.
2. Projects and website or app builds
- You may cancel at any time by email.
- You pay for the work done up to the date of your notice, and any payment that was already due. You keep the work you have paid for.
- Any amount you paid for work not yet started is refunded.
- If we cancel without good reason, we refund every payment for work not yet done.
3. Monthly services and plans
- Strategy Advisory has a 3-month minimum term and Fractional Head of Marketing a 6-month minimum term. Website Care and hosting has no minimum term.
- After the minimum term, cancel any time with 30 days' written notice. Recurring card payments stop at the end of the notice period.
- If the CPA protects you, you may cancel at any time on 20 business days' notice. You pay for services up to that date plus a reasonable cancellation fee of no more than one month's fee.
- Monthly fees already paid for a month that has started are not refunded, except as the CPA requires.
4. Workshops
| When you cancel | Open workshop seat | In-house or programme workshop |
|---|---|---|
| 15 or more business days before | Full refund | Full refund of the deposit |
| 10 to 14 business days before | Full refund | Deposit kept to cover preparation |
| 5 to 9 business days before | 50% refund | Deposit kept to cover preparation |
| Fewer than 5 business days before | No refund, but you may send someone else or move to a later date once | Full fee due |
If we cancel a workshop, you choose a new date or a full refund.
5. Free health check
The health check is free, so there is nothing to refund. You can withdraw our access to your accounts at any time.
6. Ad spend and third-party costs
You pay ad spend, domains, hosting and other third-party costs directly to those providers, so we cannot refund them. Ask the provider directly.
7. If something is not right
If a service does not meet the standard we promised, tell us within 5 business days of delivery. We will fix it first. If we cannot fix it, we refund a fair part of the price.
8. Tsela Social credit packs
- Credits arrive straight away. A pack is a digital product: its credits are in your studio as soon as your payment clears, so we don't give cash refunds on packs, used or unused.
- Failed jobs are refunded in credits. If a post or video fails, or stops before it finishes, the credits it used go back to your studio automatically.
- Your pack renews every month. From your first payment, your pack renews automatically each month at the same price. We email you 3 days before each charge.
- Switch it off at any time, with no fee. In your studio, go to Account, then Monthly billing. It takes effect at once, and you won't be charged again. A renewal already charged before you switched it off is not refunded.
- Your credits stay. Credits you've bought stay in your studio for 36 months, even after you switch off monthly billing.
- Failed renewals. If a renewal is declined, we try again every 3 days. After 3 declines, monthly billing switches itself off.
- Billing mistakes are refunded in full. If you're charged twice, charged the wrong amount, or charged after you switched billing off, email us and we refund the charge to your card.
- These terms don't reduce any right the law gives you (section 1).
9. How to cancel or ask for a refund
Email joeodame@tselaco.com with "Cancellation" or "Refund" in the subject, and include your invoice number or, for Tsela Social, the email on your studio account. We confirm within 2 business days.
Approved refunds are paid within 15 business days. Card payments made through PayFast are refunded to the same card where possible. Other payments are refunded by EFT to an account in the payer's name.