1. Scope and your agreement
This policy explains how WebbWorx (Pty) Ltd handles cancellations, refunds, credits and billing queries for WebbLMS services invoiced directly to customers. It covers managed hosting, support, optional enhancements, setup and separately commissioned work.
Read this policy alongside your accepted proposal, order or service agreement. That agreement sets out your fees, billing cycle, service term, notice requirements and any specific cancellation or refund arrangements. Where it expressly provides different arrangements, those agreed arrangements apply, subject always to applicable law. This policy does not retrospectively change an existing agreement.
2. Cancelling or changing a service
Send cancellation or change requests to [email protected], identifying your organisation and the service concerned. Please also follow any notice procedure in your agreement.
We will confirm the effective date, any remaining amounts due and the arrangements for ending or changing the service. The effective date is determined by your agreement and applicable law, rather than by the date we reply. Stopping use of the platform does not by itself give notice of cancellation.
Platform hosting, optional enhancements and project work may have separate terms. Cancelling one service does not automatically cancel the others; please specify which services you wish to end.
3. Prepaid fees and unused services
Whether prepaid fees are refundable, or a credit is available for unused service, depends on your agreement, the services supplied and applicable law. Cancellation or a reduction in usage does not automatically create an entitlement to a refund for a completed or current billing period.
Where a refund is due, we will explain how it is calculated, including the relevant service period and any amounts lawfully payable under your agreement. A credit will not be substituted for a refund you are entitled to receive unless you agree.
4. Setup, custom work and third-party costs
Setup, migration, configuration, course production and other commissioned work are assessed against the scope and cancellation terms in the accepted proposal or service agreement.
Any amount payable on cancellation will take account of work already performed and any authorised, non-recoverable commitments, only to the extent permitted by the agreement and applicable law. This policy does not make all deposits or project fees automatically non-refundable.
Where a project is stopped before completion, we will set out the work completed and the basis of any final invoice, credit or refund.
5. Billing errors and service concerns
If you believe an invoice or payment is incorrect, contact us with the invoice number, payment reference and a short explanation. We will investigate and correct confirmed errors, including duplicate payments or overpayments. Depending on the circumstances and your preference, an amount owed to you may be refunded or credited.
If a service has not been supplied as agreed, please describe the issue so that we can investigate. Depending on the agreement and applicable law, the appropriate remedy may include correcting the service, a credit, a refund or another remedy. The Service Availability & Support page explains our operational support approach; any contractual service-level remedies remain governed by your agreement.
Contacting us does not limit your right to use a payment-provider dispute process or another remedy available by law.
6. Requesting and receiving a refund
Email [email protected] with:
- Your organisation and contact details;
- The relevant invoice number and payment reference;
- The service or charge concerned; and
- The reason for your request and any supporting information.
Please do not send passwords or full payment-card details. We may ask for information needed to verify the payment and your authority to act for the customer.
We will provide the outcome and the basis for our decision. Where a refund is due, we will confirm the amount, payment method and expected processing time. Refunds will normally be returned to the original payer using the original payment method where practicable, or another verified method agreed with that payer. Any legally required refund deadline takes precedence over our administrative process.
7. Access and data when services end
Ending hosting may affect access to your LMS and its data. Access, export assistance, retention and deletion are governed by your agreement and the Privacy Policy. Please contact us before the service ends to coordinate any required data export or transition.
A cancellation or refund request does not itself extend the agreed hosting or retention period.
8. Purchases previously processed by Paddle
If your original transaction was processed by Paddle as merchant of record, the terms and payment arrangements applicable to that transaction continue to govern it, subject to applicable law. Please contact us with the original receipt or order reference so that we can help identify the correct cancellation or refund process.
These legacy arrangements do not make Paddle the payment processor for services invoiced directly by WebbWorx.
9. Statutory rights
Nothing in this policy excludes or limits any cancellation, refund or other consumer right that cannot lawfully be excluded. Where applicable, these may include rights under South Africa’s Consumer Protection Act or Electronic Communications and Transactions Act, or other mandatory law governing the transaction.
The rights and any exceptions that apply depend on the customer, the transaction and the circumstances. If a provision of this policy or an agreement conflicts with a mandatory legal right, that right prevails.
10. Changes and contact
We may update this policy to reflect changes in our services or billing arrangements. Changes will not retrospectively remove accrued rights or alter an existing agreement without a valid basis under that agreement and applicable law.
For cancellation, refund or billing questions, contact:
WebbWorx (Pty) Ltd
Cape Town, South Africa
[email protected]