Refund, Cancellation & Fulfilment Policy
1. General principle
Because websites, online stores, dashboards, integrations and custom software involve reserved production time and customer-specific work, cancellation and refund treatment depends on the stage reached when cancellation is requested. Nothing in this policy removes a statutory right that cannot lawfully be excluded.
2. Before work is scheduled or materially commenced
If an order is cancelled before Linc Solutions has materially commenced work or incurred non-recoverable third-party costs, Linc Solutions will assess the cancellation and any lawful refund due after deducting charges or costs that may lawfully be retained.
3. After work has commenced
Once discovery, design, configuration, content preparation, development, domain registration, merchant onboarding, catalogue preparation or other substantive work has started, Linc Solutions may retain payment for work actually performed and non-recoverable costs, subject to applicable law. If further money is due for completed authorised work, it remains payable.
4. Custom and customer-specific work
Custom designs, configured environments, bespoke integrations, dashboards, product imports and other customer-specific digital work may have limited resale value. Cancellation does not automatically entitle the customer to a full refund merely because the work has not yet been published.
5. Estimated delivery windows
Package delivery windows are estimates. Customer delays, scope changes, revisions and third-party dependencies may extend them. Movement of an estimate does not automatically create a refund right where work continues within a reasonable period. Where Linc Solutions expressly agrees to a fixed completion date in writing, that agreed date and applicable law govern.
6. Failure by Linc Solutions to provide the contracted service
If Linc Solutions is unable to provide a paid service and no reasonable alternative or revised arrangement is accepted, any refund due will be determined according to the undelivered portion, work already performed, recoverable/non-recoverable costs and applicable law.
7. Domain and third-party costs
Domain registration, external licences, provider fees and other third-party costs may be non-refundable once committed or consumed. Where a third-party provider issues a refund to Linc Solutions for a cancelled customer-specific cost, that recovery will be taken into account when calculating the customer's refund.
8. Recurring hosting, store and care services
Recurring services may be cancelled for future periods using the notice procedure in the applicable agreement or by contacting Linc Solutions. Amounts already billed for a current or completed service period are not automatically refundable, except where required by law or expressly agreed.
9. Paystack transactions
Approved refunds are processed using the available payment method and may be subject to Paystack/bank processing time. Chargebacks are not a substitute for first contacting Linc Solutions or the relevant merchant to resolve a genuine fulfilment issue, although this does not limit a cardholder's lawful dispute rights.
10. Digital fulfilment
Digital fulfilment may include delivery of a published website, live store, configured domain, hosted service, credentials, software release, dashboard access, configuration or other agreed electronic deliverable. Delivery occurs when the agreed deliverable is made available, published, activated or otherwise supplied to the customer in the manner described in the order.
11. Physical products sold by customer stores
Where Linc Solutions hosts or develops a customer's online store, the store owner—not Linc Solutions—is responsible for physical product fulfilment, shipping, delivery, returns and product warranties unless a written agreement expressly states otherwise.
12. How to request cancellation or a refund
Email lincsolutions.za@gmail.com with the order/reference, customer/business name, reason for the request and relevant supporting information. Linc Solutions will assess the request against the order, work completed, third-party costs and applicable law.
Project-initiation payments
A custom project-initiation payment is credited against an accepted quotation. If the customer cancels before substantive scoping or technical review begins, refund eligibility will be assessed under applicable law and the circumstances of the transaction. Once requested scoping, investigation, consultation or technical review has begun, Linc Solutions may retain or deduct a reasonable amount for work actually performed and costs reasonably incurred, to the extent permitted by law. Statutory consumer rights are not excluded.
Linc Solutions (Pty) Ltd · Registration 2026/578888/07 · 33 Rolls-Royce Street, Impala Park, Boksburg, Gauteng, 1459 · lincsolutions.za@gmail.com
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