Refund and Cancellation Policy

1. Introduction

This Refund and Cancellation Policy explains how cancellations, refunds, and service terminations are handled by For Real Media (“we”, “us”, or “our”).

By engaging our services, requesting a quote, paying an invoice, or otherwise entering into a service arrangement with us, you agree to this policy together with any separate proposal, invoice, scope of work, or client agreement that may apply.

2. Nature of Our Services

For Real Media provides service-based work, which may include strategy, paid media management, landing pages, website work, creative direction, tracking setup, consulting, and related marketing services.

Because much of our work involves time, planning, analysis, setup, and implementation, refunds are not always possible once work has started or resources have been allocated.

3. Quotes, Deposits, and Bookings

Any quote, proposal, or scope shared by For Real Media is subject to acceptance and may include:

setup fees
deposits
once-off project fees
recurring service fees
performance-based fees
third-party costs such as ad spend, software, hosting, plugins, domains, or platform charges

Unless otherwise agreed in writing, any booking, onboarding slot, or project start date is only secured once the required upfront payment or deposit has been received.

4. Client Cancellations Before Work Starts

If a client cancels before any work has started, For Real Media may, at its discretion:

refund the amount paid in full, or
retain a reasonable administrative or booking fee where time has already been reserved, preparation has begun, or resources have already been allocated

Where South African consumer law applies, any cancellation fee charged will be intended to remain reasonable in the circumstances. South African consumer guidance specifically recognizes that a supplier may charge a reasonable cancellation fee for cancelled advance reservations, bookings, or orders.

5. Client Cancellations After Work Has Started

If a client cancels after work has started, refunds will generally not be available for:

strategy work already performed
audits or discovery work already completed
setup work already done
campaign builds already prepared or launched
design, website, landing page, or creative work already produced
time already spent on the account

If partial work has been completed, For Real Media reserves the right to:

invoice for work already performed
retain amounts already paid for completed milestones or delivered work
deduct any non-recoverable costs, admin time, or third-party expenses from any discretionary refund

6. Monthly or Ongoing Services

For recurring services such as ongoing paid media management or growth support:

either party may cancel by written notice, subject to the notice period set out in the relevant proposal or client agreement
if no separate written notice period has been agreed, we recommend using 30 days’ written notice as your default business position
fees already billed for the current service period remain payable unless otherwise agreed in writing
no refund is due for time already spent, services already rendered, or costs already committed during the notice period

7. Performance-Based Work

Where the commercial structure includes a performance-based component, the details of how that is calculated, billed, disputed, or settled must be governed by the relevant client agreement, proposal, or written commercial terms.

No refund applies simply because a client is dissatisfied with a result where:

agreed work was delivered
implementation was completed as scoped
performance depended on factors outside our control
the client failed to provide access, approvals, resources, or cooperation needed for execution

8. Non-Refundable Items

Unless required otherwise by law or agreed otherwise in writing, the following are generally non-refundable:

consultation fees
strategy sessions
audits
onboarding fees
setup fees
completed project milestones
custom design or development work already performed
third-party software, subscriptions, platform charges, ad spend, domain costs, hosting costs, or plugin costs
any work already delivered or substantially completed

9. Refund Requests

If you believe a refund should be considered, you must send a written request to:

Email: info@frmedia.co.za

Your request should include:

your full name or business name
the service purchased
the date of payment
the reason for the refund request
any supporting details relevant to the issue

We will review refund requests in good faith and respond within a reasonable time.

10. Approved Refunds

If a refund is approved:

it will be processed to the original payment method where reasonably possible
it may be reduced by any non-refundable costs, completed work, or third-party charges already incurred
processing times may vary depending on the payment provider or bank

Where a statutory cooling-off cancellation right applies to a direct-marketing transaction, South African guidance states that the supplier is generally required to return payments within 15 business days of receiving the cancellation notice.

11. Direct Marketing Cooling-Off Rights

If a transaction falls within the category of a direct-marketing transaction under applicable South African consumer law, the client may have a legal cooling-off right, generally for 5 business days, without penalty.

That right is not universal for every business arrangement, so where it applies will depend on the facts of how the service was marketed and concluded. This policy does not limit any consumer rights that cannot lawfully be excluded. The broader South African framework for online transactions also sits alongside ECTA and related consumer law.

12. Our Right to Cancel or Refuse Service

For Real Media reserves the right to decline, pause, or terminate a project or ongoing service where, for example:

the client fails to pay on time
the client is abusive or unreasonable
required access, approvals, or materials are not provided
the working relationship becomes unworkable
the client requests misleading, unlawful, or non-compliant marketing activity

In such cases, we reserve the right to invoice for all work completed up to the cancellation date, and no refund will be due for completed work or committed costs.

13. Chargebacks and Payment Disputes

Before initiating a chargeback or payment dispute, clients agree to contact For Real Media first to attempt to resolve the issue in good faith.

Unjustified chargebacks for validly delivered work may be disputed with supporting records, including proposals, approvals, messages, invoices, and evidence of work completed.

14. Consumer Rights

Nothing in this policy is intended to remove or limit any rights you may have under applicable South African law, including the Consumer Protection Act where it applies.

15. Contact Details

If you have any questions about this Refund and Cancellation Policy, please contact:

For Real Media
Email: info@frmedia.co.za
Phone: 065 515 5932