LiloCre8tive (Pty) Ltd
Registration Number: 2021 / 730717 / 07
Jurisdiction: Johannesburg, Gauteng, South Africa

REFUNDS, RETURNS, AND CANCELLATIONS POLICY

This Refund, Return, and Cancellation Policy (“Policy”) governs all digital architecture, design blueprints, software engineering modules, website development, website design, interactive assets, online infrastructure, optimization pipelines, and recurring maintenance models commissioned from or managed by LiloCre8tive (Pty) Ltd (“the Company”). By retaining our professional agency or completing any financial transaction, the Client unconditionally accepts and binds themselves to the operational rules detailed below.

1. Custom Web Engineering & Software Development Architecture

• The 50% Non-Refundable Commitment Deposit: Every customised software framework, backend microservice, standalone plugin extension, standard portfolio layout, website design, website development or complex enterprise eCommerce architecture requires a mandatory advance financial security allocation equal to exactly fifty per cent (50%) of the total gross project estimation before execution workflows commence.
• The 48-Hour Pre-Launch Liquidation Clause: The complete remaining contract balance must clear into the bank account of The Company at least forty-eight (48) hours prior to live environmental migration, server mapping, or final release. The Company enforces an absolute system-level lock on codebases; no staging profiles are pushed live, and no administrative server access is assigned until accounts display a zero balance.

2. Creative Visuals & Graphic Design Asset Lockout

• Strategic Design Deposit Framework: All specialised graphic design workflows, brand architectures, corporate identities, interactive mockups, and UI design layers require an upfront non-refundable 50% commitment fee.
• Source File Asset Lockout: The Company issues high-fidelity raster mockups, watermarked proofs, or low-resolution previews during creative iterations. The release of master source files, unwatermarked production files, vector documents (.AI, .EPS, .SVG), and raw structural layers is strictly withheld until the remaining 50% financial balance has cleared.

3. Recurring Digital Retainers & Advance Allocation Schedules

• The 25th Advance Payment Milestone: All recurring managed retainer services—including website maintenance infrastructure, digital marketing, Search Engine Optimisation (SEO), Answer Engine Optimisation (AEO), and social media marketing—are billed and payable monthly in advance. Payments must clear on or before the 25th day of each calendar month for the upcoming service cycle.
• Calendar Month Written Cancellation Rule: To terminate any recurring retainer package, the Client must deliver a formal written notice via electronic mail. Cancellations operate strictly on a calendar-month notice basis. This means termination takes effect at the end of the subsequent calendar month following the month notice was given (e.g., notice on November 10th means services continue and are billable until December 31st). No pro-rata refunds are given.

4. 7-Day User Acceptance Testing (UAT) & Deemed Sign-Off Framework

Upon delivery of a technical milestone, a staging server build, or an initial interface framework, the Client is assigned a strict window of seven (7) calendar days to execute comprehensive User Acceptance Testing (UAT). The Client must submit a single, consolidated, comprehensive electronic bug log highlighting deviations from initial functional specs. If the Client fails to submit a written bug log within the 7-day testing window, the delivery is legally classified as an automatic, deemed sign-off. Any modifications or bug remedies requested after day 7 will fall completely outside the project scope and require a separate billing arrangement.

5. Third-Party Infrastructure Capital Expenses & Absolute Non-Refundability

Certain operational dependencies require immediate capital expenditure to global infrastructure providers. These outlays are executed permanently on behalf of the Client and are fundamentally impossible to reverse. The following categories are strictly excluded from any refund, exchange, or reversal consideration under any circumstances:

6. Governing Law, Venue, & Enforceability

This Policy is governed, construed, and enforced in accordance with the laws of the Republic of South Africa. The Client explicitly agrees that any conflict, interpretation variance, or formal litigation arising directly or indirectly out of services rendered by the Company will be subjected to the exclusive jurisdiction of the competent courts sitting in Johannesburg, Gauteng, South Africa.