Refund and Cancellation Policy

1. Scope

This policy applies to payments made to Legacy Estate Media for marketing, campaign management, strategy, creative, lead-generation and related services.

The agreed scope, fees, billing periods and deliverables may also be recorded in a proposal, quotation or signed service agreement. If a signed service agreement contains more specific refund or cancellation terms, those terms apply to the engagement to the extent permitted by law.

2. Refund eligibility

A refund may be approved in the following circumstances:

• The same payment was processed more than once.
• An incorrect amount was charged.
• Legacy Estate Media cancels the engagement before delivering the paid service.
• A clearly defined service cannot be delivered and no suitable alternative arrangement can be agreed.
• A material part of a paid service was not supplied as agreed and cannot reasonably be completed or corrected.
• A refund is specifically provided for in the applicable signed service agreement.
• A written cancellation is received before onboarding, scheduling, research, strategy, creative production, campaign setup or other work has begun, and before costs have been committed.

Refund eligibility is assessed using the agreed scope, delivery records, work completed, costs incurred and payment records.

3. Services already started

Subject to the refund circumstances in section 2, payments become non-refundable once Legacy Estate Media has begun performing the relevant services. This includes:

• Onboarding and account preparation.
• Research, consultation and strategy.
• Campaign planning, copywriting or creative production.
• Lead-form, landing-page or CRM preparation.
• Advertising-platform configuration, campaign setup or management.
• Meetings, reporting and time reserved specifically for the engagement.

If only part of a separately defined service cannot be delivered, any approved refund will be limited to the amount paid for that undelivered portion.

4. Monthly management services

Monthly management fees are non-refundable once the applicable service period has started.

Clients may cancel recurring services before the next billing date to prevent the following payment. Cancellation does not create a refund for the current or any previous billing period.

Withdrawing or removing a tokenised PayFast payment method does not by itself cancel an engagement. The client must submit the service cancellation in accordance with the signed service agreement, and any amount already due remains payable.

5. Advertising spend and third-party costs

Advertising spend and third-party costs are non-refundable once paid or committed. This includes amounts paid or committed to advertising platforms, software providers, production partners and other service providers.

Any credit or refund offered by a third-party provider remains subject to that provider's rules and approval.

6. Campaign performance

Legacy Estate Media does not guarantee a particular number of leads, appointments, listings, sales, commissions or other commercial results.

Refunds will not be provided because campaign performance differs from a client's expectations where the agreed services have been delivered with reasonable care.

7. Client delays and non-participation

Payments will not be refunded where delivery is delayed or prevented because the client:

• Does not provide required information, access, approvals or materials.
• Does not respond within a reasonable period.
• Requests that work be paused.
• Changes the agreed scope after work has begun.
• Decides not to use work that has already been completed.

Where practical, Legacy Estate Media may offer revised delivery dates or a service credit instead.

8. Cancellation of an engagement

Cancellation requests must be submitted in writing to info@legacyestatemedia.co.za.

Cancellation stops future work and, where applicable, future recurring payments. It does not reverse charges for completed work, an active service period, reserved capacity or committed costs. Any outstanding fees for work already completed remain payable.

9. Requesting a refund

A refund request must include:

• The client's full name or business name.
• The email address used for payment.
• The payment date and amount.
• The invoice or PayFast transaction reference.
• The reason for the request.

We may request additional information to verify the transaction and assess the request.

10. Processing approved refunds

Approved refunds will be returned through PayFast or the original payment method wherever possible. A refund will not exceed the original payment amount.

Confirmation will be sent once a refund has been initiated. The time required for the funds to appear may depend on PayFast, the client's bank or the relevant payment network.

11. Applicable rights and contact information

This policy is applied subject to any rights that cannot lawfully be excluded under applicable South African law.