Effective Date: 15/12/2025
Last Updated: 15/12/2025
This Refund Policy applies to all services provided by Digital Zoo, including services contracted through Digital Zoo LLC (United States) and those delivered by Digital Zoo (Pty) Ltd (South Africa). The term “Digital Zoo”, “we”, “us”, or “our” refers to these entities collectively.
Your agreement to our Terms and this Refund Policy is a condition of receiving our services. If you do not agree with this policy, you should not engage our services or make payment.
1. One-Off Services
For one-time services such as website design, development, audits, setup fees, consulting, or other project-based work:
Once work has commenced, payments are non-refundable.
If a project is cancelled before work has started, a partial refund may be issued at our discretion, after deducting any administrative or processing fees.
Work is considered to have commenced when:
A proposal has been accepted and signed;
Any initial deposit or first payment has been paid; and/or
Digital Zoo has begun planning, resourcing, or implementing the project deliverables.
2. Monthly Services & Subscription Services
For ongoing services, retainers, or subscription-based offerings:
All monthly or recurring fees are billed in advance and are non-refundable for the current billing period.
Services continue until cancelled. Cancellation requests take effect at the end of the current billing cycle.
No refunds are issued for partial months or unused time within a billing period.
3. Exceptional Circumstances
In rare cases where a refund is deemed appropriate (for example, a billing error or duplicate charge), Digital Zoo may issue a refund at its sole discretion. Any such refund may be subject to deductions for:
Work already completed
Third-party expenses incurred
Transaction or processing fees
4. Chargebacks
If you initiate a chargeback through your bank or payment provider instead of contacting us directly:
Digital Zoo will treat this as a dispute and may suspend or terminate services immediately.
You agree to respond to our requests for information to resolve any disputes before initiating a chargeback.
Repeated or unjustified chargebacks may result in service refusal or collection actions.
5. How to Request a Refund or Cancellation
To request a refund, cancellation, or adjust your service:
Email: support@digitalzoo.com
Phone: +27 12 743 6555
Address: 13 Sandolien Street, Rhino Ridge, The Wilds, Pretorius Park X15, Pretoria, Gauteng, 0186, South Africa
Your request should include:
Full name and contact details
Invoice or project reference
Reason for the request
We will respond to your request within a reasonable timeframe.
6. Governing Law
This Refund Policy is governed by the laws of the State of New Mexico, United States, without regard to conflict of law principles.
7. Relationship to Other Policies
This Refund Policy should be read together with:
Terms and Conditions Privacy Policy
These documents collectively govern your relationship with Digital Zoo.
8. Changes to This Policy
Digital Zoo may update this Refund Policy at any time. Updated policies will be posted on our Website with the revised “Last Updated” date. Continued use of services constitutes acceptance of the updated policy.
Contact Information
For any questions about this Refund Policy or requests regarding refunds:
Digital Zoo LLC
Email: support@digitalzoo.com
Phone: +27 12 743 6555
Address: 13 Sandolien Street, Rhino Ridge, The Wilds, Pretorius Park X15, Pretoria, Gauteng, 0186, South Africa15/12/
