Refund and Cancellation Policy

Last updated · 7 October 2026

This policy applies to all Dreamers Media websites, AI agent packages and combined packages. Where your quote sets out specific terms for your project, the quote takes precedence. Nothing here reduces your rights under South African law.

1. What you are buying

• Website. A strategy session, website plan, custom design, the words written for you, the enquiry flow, search basics, two rounds of changes, launch and 30 days of support.
• AI Agents Pack. An AI workspace set up on your computer, a brand session, the AI agents listed in your quote, training and a check-in after 30 days.
• Startup Pack. Both of the above.

Your AI subscription and the outside tools your agents use are not included. You pay those providers directly.

2. Before we start

Cancel before your first session and you get every rand back.

3. Your cooling-off rights

If you are an individual and bought online, the law gives you 7 days to cancel without reason or penalty, with a full refund within 30 days. That right falls away once a service starts with your consent inside those 7 days. When you pay, you ask us to start straight away. If you would rather keep the full 7 days, tell us and we book your first session after them.

If you bought because we approached you directly to sell to you, you may cancel within 5 business days.

4. Websites and the Startup Pack

Your deposit pays for the work at the start of the project. If you cancel, we keep payment for the work done and refund the rest.

If what you have paid is less than the amount we keep, the difference is due. If you paid in full at a discount, we work it out on the discounted price. You receive the work you have paid for, as it stands.

5. AI Agents Pack

The AI Agents Pack is paid in full upfront.

• Brand session done, nothing installed yet: we keep 40% and refund the rest.
• Your computer cannot run the agents: we check before we install. If it genuinely cannot, and you do not want to upgrade, we refund in full, less 40% if the brand session has taken place.
• If we cannot get your agents working, and the fault is ours: we refund in full.
• Agents installed and working: no refund for a change of mind. Installed agents cannot be returned.

6. No refund

• You miss a booked session without 24 hours’ notice. Rebooking it is quoted separately.
• Your computer has no admin rights, not enough disk space, or an unsupported system, after we warned you in the pre-setup notes.
• Third-party subscriptions and tools, such as Claude, Apify, domains and hosting. You pay those providers directly, and their own refund rules apply.

7. If our work is faulty

Tell us as soon as you notice. We fix faults in our work at no charge. If we cannot fix a fault, we refund a fair part of the price. This does not cover faults caused by outside services, by changes made after handover, or by AI output you did not check.

8. If we cancel

If we cancel a session, we reschedule at no cost. If we cannot complete your project, we refund everything you paid for work not delivered.

9. Monthly services

Cancel a monthly service on 20 business days’ written notice. You pay up to the end of the notice period.

10. How to cancel and how refunds are paid

Email [email protected] with your name and invoice number. The cancellation date is the day we receive your email. Approved refunds go back to the original payment method within 7 business days, and never later than 30 days after cancellation.

11. Chargebacks

Please raise billing issues with us first at [email protected] before you request a chargeback. Chargebacks on work we delivered in good faith will be disputed.

12. Your legal rights

Nothing in this policy takes away your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.