Eligibility for a refund
Because we provide professional services rather than physical goods, refunds are assessed according to work already completed and costs already incurred. A client may request a refund for prepaid services that have not yet started, duplicate payments, or an amount paid in error.
Non-refundable amounts
- Work already performed, time already reserved or deliverables already supplied.
- Third-party charges paid on the client’s behalf, including statutory, software, filing, courier or payment-processing charges.
- Deposits described as non-refundable in an accepted proposal, where preparation or onboarding has begun.
- Fees relating to information that was inaccurate, incomplete or delivered late by the client.
How to request a refund
Email helpme@velderba.co.za within 7 calendar days of the relevant payment. Include the client name, invoice number, payment date, amount and reason. We will assess the request fairly against the accepted proposal and work record.
Processing time
Approved refunds are submitted to the original payment method within 7 business days. Banks and card providers may take a further 5–10 business days to reflect the credit. Any agreed amount for completed work or unrecoverable third-party costs will be deducted before refund.
Nothing in this policy limits rights that cannot lawfully be excluded under South African consumer law.
Contact us
Questions or requests may be sent to helpme@velderba.co.za or 062 762 6324. We aim to acknowledge policy-related queries within two business days.