Version 1.0 · Effective 15 October 2026

This policy explains how cancellations and refunds work for services and products bought from Estar Media (Pty) Ltd, trading as Estar Web Design (“Estar”, “we”, “us”). Nothing in this policy limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.

1. Cooling-off period for online purchases

If you buy a service from our online shop, you may cancel within 7 days of your purchase for a full refund, less any direct costs already incurred, such as domain registration. This does not apply where, at your request, we have already started providing the service within those 7 days (for example, your hosting account is active or design work has begun).

2. Web design packages (once-off)

• Work starts once your deposit, as set out in your quotation, has been received.
• If you cancel before we start work, we refund your deposit less any third-party costs already paid on your behalf, such as domains, premium themes or plugins.
• Once work has started, the deposit is non-refundable. If you cancel part-way through, work completed beyond the value of the deposit will be invoiced.
• Final payments are due before your website is launched and are not refundable after launch.

3. Website rental plans

• Rental plans are governed by our Website Rental Agreement, including the minimum term.
• The first monthly fee is non-refundable once work on your website has started.
• Monthly fees are paid in advance and are not refunded for part months.
• After the minimum term, you may cancel with 30 days’ written notice. If you cancel before the minimum term ends, the fees for the rest of the minimum term remain payable, as set out in the Agreement.

4. Web hosting and email hosting

• Hosting is paid annually in advance.
• After the cooling-off period in section 1, hosting fees are not refunded for unused months. You can cancel at any time by giving us 30 days’ written notice before your renewal date, and your service will run until the end of the period you have paid for.

5. Care plans and maintenance

• Care plans are billed monthly in advance.
• You may cancel with 30 days’ written notice. Months that have already started are not refunded.

6. Non-refundable items

• Domain name registrations and renewals, once submitted to the registry.
• Third-party licences and subscriptions bought on your behalf, such as premium themes, plugins or software.
• Extra mailbox packs and other add-ons for months already started.

7. If something isn’t right

If we don’t deliver a service as agreed, please tell us. We will fix the problem at no extra cost or, if we can’t, refund the part of the service that was not delivered.

8. How refunds are paid

Approved refunds are paid back to the original payment method or by EFT, normally within 10 business days. Bank or payment provider processing times may add a few days.

9. How to cancel or request a refund

Email [email protected] with your name, invoice or order number and the reason for your request. We will confirm receipt and respond within 5 business days.