Effective Date: 14 September 2026
1. Introduction
This Cancellation & Refund Policy explains the circumstances under which customers may cancel an order, service, subscription or other purchase made directly from NTO.digital and when a refund may be available.
NTO.digital primarily provides digital infrastructure, technology, websites, software-related services, automation, digital systems and other digital services.
NTO.digital may also sell a limited number of products or services directly to customers.
This policy applies to transactions where NTO.digital is the direct seller or service provider.
2. NTO.digital’s Role in Third-Party Transactions
NTO.digital may provide the technology and infrastructure supporting platforms such as TradeMzansi.
Where a product or service is offered by an independent seller, supplier, business, advertiser or other third party, NTO.digital is not automatically the seller of that product or service.
Accordingly, cancellations, returns and refunds relating to a third-party transaction should generally be addressed with the relevant seller or service provider.
NTO.digital may assist with technical or platform-related issues where appropriate, but this does not make NTO.digital responsible for the underlying third-party transaction.
3. Cancellation of Digital Services
Customers may request cancellation of a digital service by contacting NTO.digital through the contact details provided on the NTO.digital website.
Where work has not yet commenced, NTO.digital may, subject to applicable law and the applicable service agreement, approve cancellation and refund any refundable amount.
Where work has already commenced, the amount refundable may depend on:
- Work already completed;
- Time and resources already committed;
- Third-party costs already incurred;
- The specific service agreement;
- The applicable quotation or invoice; and
- Any applicable legal rights.
Customised digital work may not be fully refundable once substantial work has been completed.
4. Website Development and Customised Work
Website development, platform development, design, automation, integration, configuration and other customised services are generally created specifically for the customer.
Once development or implementation has commenced, cancellation may result in a partial or non-refundable amount where NTO.digital has already performed work or incurred costs.
Where a customer has paid a deposit or initial payment, that payment may be applied toward work already performed or costs already incurred.
Any remaining refundable balance will be determined in accordance with the applicable agreement and applicable law.
5. Digital Products
Where NTO.digital sells a downloadable or electronically delivered digital product, the refund terms applicable to that product will be communicated at the point of purchase where necessary.
Because digital products may be supplied immediately after payment, cancellation or refund rights may be affected once the digital product has been accessed, downloaded or delivered, subject always to any mandatory rights provided by applicable law.
6. Subscriptions
Where NTO.digital offers subscription-based services, customers may cancel their subscription in accordance with the cancellation method made available by NTO.digital.
Cancellation generally prevents future renewal charges.
Unless otherwise stated or required by applicable law, cancelling a subscription does not automatically create a refund for a billing period that has already commenced.
Where a customer has already paid for a subscription period, access may continue until the end of that paid period unless the applicable service terms state otherwise.
7. Failed or Unsuccessful Payments
If a payment fails, is declined or is not successfully received by NTO.digital, the relevant service or subscription may not be activated or may be suspended.
If a payment is accidentally processed more than once for the same transaction, NTO.digital may investigate the duplicate payment and, where appropriate, refund the duplicate amount.
8. Payment Reversals and Chargebacks
Customers should contact NTO.digital first if they believe a payment was made incorrectly or a refund is due.
Unjustified payment reversals or chargebacks may result in the suspension of the relevant account or service while the matter is investigated.
This does not restrict any rights a customer may have under applicable law.
9. Refund Processing
Where a refund has been approved, NTO.digital will generally process the refund using the original payment method where reasonably possible.
The time taken for the funds to appear in the customer’s account may depend on the relevant payment provider or financial institution.
NTO.digital cannot guarantee the processing time of a third-party payment provider.
10. Third-Party Costs
Certain NTO.digital services may involve third-party costs, including but not limited to:
- Domain registration;
- Website hosting;
- Premium software;
- Plugins;
- Software subscriptions;
- Payment gateway charges;
- Advertising expenditure;
- Third-party licences; or
- Other external services.
Where such costs have already been incurred specifically for the customer, they may not be refundable.
Any such costs should be identified in the applicable quotation, invoice or service agreement where reasonably possible.
11. Advertising and Marketing Spend
Where a customer separately pays for advertising or marketing expenditure, money allocated to third-party advertising platforms may not be refundable once the advertising spend has been incurred.
NTO.digital service fees and third-party advertising expenditure may therefore be treated separately.
Any unused funds held by NTO.digital for future advertising activity will be handled according to the applicable agreement.
12. Services Already Delivered
A customer may not necessarily be entitled to a refund simply because they are dissatisfied with the commercial results of a completed service.
NTO.digital does not guarantee a particular level of:
- Sales;
- Leads;
- Website traffic;
- Advertising performance;
- Revenue;
- Customers;
- Conversions; or
- Business growth,
unless a specific written agreement expressly provides otherwise.
Where a service has been properly delivered in accordance with the agreed scope, the service fee will generally remain payable, subject to applicable law.
13. Changes to a Service
Where a customer requests changes to work that has already been completed or requests additional work outside the agreed scope, NTO.digital may charge additional fees.
A request for changes does not automatically constitute a cancellation or create a right to a refund.
14. Customer Delays
Where NTO.digital requires information, content, access, approvals, credentials or other materials from the customer to complete a service, delays caused by the customer may affect delivery timelines.
Such delays do not automatically create a right to cancel or receive a refund for work already performed.
15. Refunds Required by Law
Nothing in this Cancellation & Refund Policy is intended to remove, restrict or replace any consumer right, cancellation right, cooling-off period, refund right or other protection that cannot lawfully be excluded under South African law.
Where applicable law provides a customer with a mandatory right to cancel or obtain a refund, NTO.digital will comply with that requirement.
16. How to Request a Cancellation or Refund
To request a cancellation or refund, please contact NTO.digital using the contact information published on the NTO.digital website.
Your request should include:
- Full name;
- Email address used for the purchase;
- Order or invoice number, where available;
- Product or service purchased;
- Date of purchase; and
- Reason for the cancellation or refund request.
NTO.digital may request additional information reasonably necessary to verify the transaction.
17. Review of Refund Requests
Each refund request will be reviewed based on:
- The nature of the product or service;
- Whether delivery or work has commenced;
- The amount of work completed;
- Third-party costs incurred;
- The applicable quotation, invoice or agreement;
- The payment terms presented at purchase; and
- Applicable South African law.
Approval of one refund request does not automatically establish a right to the same refund in another situation.
18. Promotional Offers
Special offers, discounted services, promotional packages or limited-time products may have additional cancellation or refund conditions.
Where special conditions apply, they will be communicated before purchase where reasonably possible.
Promotional conditions will be read together with this policy.
19. Changes to This Policy
NTO.digital may update this Cancellation & Refund Policy from time to time to reflect changes in:
- Products and services;
- Payment processes;
- Business operations;
- Technology; or
- Applicable legal requirements.
The updated version will be published on the NTO.digital website.
The Effective Date at the beginning of this policy indicates the date from which the current version applies.
20. Contact
For cancellation, refund or payment enquiries, please contact NTO.digital using the contact details published on the official NTO.digital website.
NTO.digital
Digital Infrastructure That Drives Revenue
Website: NTO.digital
21. Important Notice
NTO.digital is primarily a technology and digital infrastructure provider.
Where NTO.digital directly sells a product or service, this Cancellation & Refund Policy applies to that transaction.
Where a product or service is supplied by an independent third party through a platform supported by NTO.digital, the relevant third party’s cancellation, return and refund terms may apply instead.
By purchasing a product or service directly from NTO.digital, you acknowledge that you have had an opportunity to review this Cancellation & Refund Policy.
Effective Date: 14 September 2026