Cancellation & Refund Policy

This policy explains how cancellations and refunds work for design services ordered from Vyro Creative. It should be read with our Terms of Service and Delivery & Revision Policy. Nothing in this policy limits the rights you have under South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

1. Before you pay

• Please review the service you selected, what is included, the price, the estimated delivery time and the number of revision rounds before paying. All of these are shown on the package page and in the order summary.
• If anything is unclear, contact us at studio@vyrocreative.online or +27 83 895 9898 before placing your order. We are happy to explain what a package covers.

2. Your 7-day cooling-off right (ECTA section 44)

Under section 44 of the Electronic Communications and Transactions Act, you may cancel an online order for services without giving a reason and without penalty within 7 days after the agreement is concluded (the day your payment is confirmed). If you cancel in this period we refund the full amount paid within 30 days of your cancellation.

Section 42 of the Act says this right does not apply to services that began, with your consent, before the 7 days ended. That is why checkout has a separate, optional and unticked box:

• If you leave it unticked, we wait until the cooling-off period ends before starting work, so your right stays intact.
• If you tick it, you expressly ask us to start straight away. Once we start, you may lose the cooling-off right for that work, but section 3 below still applies.
• Paying for an order is never treated as a request to start early or as giving up any statutory right.

We record your choice with the time, your order reference and the policy version shown at checkout.

3. Cancelling at other times

• Before work starts: refunded in full.
• Work in progress: you may cancel at any time. We refund the price paid less a reasonable charge for work already done and reasonable costs actually incurred for your project (for example a licence bought for your design). We will show you how we calculated it, and the charge will not be a penalty.
• Completed and delivered work that matches the agreed brief and is free of defects is generally not refundable, because the service has been provided. This does not affect your rights in section 4 or any other right you have by law.

Any work completed and paid for at the time of cancellation will be sent to you.

4. Defective, incomplete or undelivered services

You are entitled to services performed in a timely manner and of the quality people are generally entitled to expect (Consumer Protection Act, sections 54 and 56–57). If a service is defective, materially incomplete, not what was agreed, or not delivered on time for reasons within our control, tell us within a reasonable time and you may choose to have us:

• fix or complete the work at no extra cost; or
• receive a refund of a reasonable portion of the price, reflecting the extent of the failure (a full refund if nothing usable was delivered).

Fixing defects does not use up your included revision rounds.

4A. After initial concepts are presented

You can choose a concept and request changes with your included revisions, ask us to adjust a concept to match the agreed brief, or cancel under section 3. A concept that matches the agreed brief but is not to your taste is handled through revisions rather than as a defect.

5. Revisions

• The number of revision rounds included depends on your package and is shown on its page.
• A revision is a change to the design we presented — for example colours, text, layout, sizing or small adjustments to elements.
• A new request or change of scope — such as a completely new direction, a different product, extra items, or a changed brief — is not a revision.
• Additional revisions or new work are quoted in writing first. Nothing extra is charged unless you approve the quote.

6. Duplicate or incorrect charges

If you were charged twice or charged the wrong amount, the extra amount is refunded in full.

7. How to request a refund or cancellation

Email studio@vyrocreative.online and include:

• your order reference (starts with VYRO-);
• the email address used for the order; and
• a short description of the issue or your reason for cancelling.

We aim to reply within 24 hours. Approved refunds are made to the original payment method where supported by our payment provider, Paystack. The time it takes for the money to reach your account depends on your bank or card provider.

8. Your legal rights

You do not give up any rights you have under South African consumer law by accepting this policy. If you are not satisfied with how we handled your request, you may contact the Consumer Goods and Services Ombud, the National Consumer Commission or another relevant authority. Complaints about online transactions may also be referred under the ECTA.