Legal
Refund policy
Last updated: 13 July 2026
This Refund Policy applies to payments made to Wootella for platform plans, unlocks, and agreed digital services (including payments processed by PayFast).
1. Free trial
The free trial does not require payment. No refunds apply to free usage.
2. Digital services & Premium access
- Because Premium unlocks and similar digital access are provided immediately (or within a short activation window), purchases are generally non-refundable once access has been granted and used.
- If we fail to deliver the paid digital access you purchased within 2 business days of confirmed payment, you may request a full refund of that payment.
- Duplicate or accidental charges may be refunded after we verify the transaction.
3. Custom website / client packages
- Deposits and milestone payments for custom builds are typically non-refundable once work has started (research, generation, design, or staging delivery).
- If we have not started work and you cancel within 48 hours of payment, you may request a full refund of unused fees, less any non-recoverable third-party costs already incurred with your approval.
- If delivery is materially delayed beyond the agreed written timeline due to our fault, contact us for a make-good or a partial refund at our discretion.
4. How to request a refund
Email info@wootella.com with:
- Your account email;
- Payment date and amount;
- PayFast payment ID / merchant reference (if applicable);
- Reason for the request.
We aim to respond within 2 business days. Approved refunds are returned to the original payment method within 5–10 business days (bank timelines may vary).
5. Chargebacks
Please contact us before filing a chargeback so we can resolve access or billing issues quickly. Unwarranted chargebacks may result in account suspension.
6. Consumer protection
Nothing in this policy limits rights you may have under applicable South African consumer law where those rights cannot be excluded.
7. Contact
Refund requests: info@wootella.com.