Delivery & Refund Policy

by | Sep 19, 2026 | Uncategorized | 0 comments

LWD STUDIO / LONEWOLF DIGITAL

Effective Date: 19 September 2025

This Delivery & Refund Policy (“Policy”) applies to services provided by LoneWolf Digital, trading as LWD Studio (“LoneWolf Digital”, “LWD Studio”, “we”, “us” or “our”) to clients (“Client”, “you” or “your”).

This Policy should be read together with the LoneWolf Digital / LWD Studio Terms & Conditions.

By purchasing or using our services, you acknowledge and agree to this Policy.

1. DELIVERY OF SERVICES

LoneWolf Digital provides primarily digital services. As a result, delivery generally takes place electronically through email, online platforms, shared folders, websites, digital communication platforms or other agreed methods.

Depending on the service purchased, delivery may include:

  • Digital designs;

  • Branding materials;

  • Logos and marketing materials;

  • Website designs and websites;

  • Social media content;

  • Digital marketing services;

  • Digital files and documents;

  • Website updates;

  • Content;

  • Consultations;

  • Strategy and creative services; and

  • Other agreed digital deliverables.

The specific deliverables included in a Client’s package will be communicated in the applicable quotation, proposal, invoice, package description or service agreement.

2. PROJECT DELIVERY TIMES

LoneWolf Digital will provide an estimated delivery timeframe when appropriate.

Delivery times may vary depending on:

  • The nature and size of the project;

  • The services purchased;

  • Client requirements;

  • Availability of required information or content;

  • Client feedback and approvals;

  • Third-party services;

  • Technical requirements; and

  • Other circumstances outside LoneWolf Digital’s reasonable control.

Any delivery date provided by LoneWolf Digital is an estimate unless a specific deadline has been expressly agreed to in writing.

3. CLIENT DELAYS

The Client is responsible for providing information, content, approvals, access credentials and other materials required to complete the agreed services.

Where the Client delays providing the required information, feedback or approval, the delivery timeframe may be extended accordingly.

LoneWolf Digital will not be responsible for delays caused by the Client’s failure to provide information or approval within a reasonable timeframe.

4. DIGITAL DELIVERY

Digital deliverables will generally be provided using an appropriate electronic method.

This may include:

  • Email;

  • Cloud storage;

  • File-sharing platforms;

  • Website platforms;

  • Client accounts;

  • Online collaboration tools; or

  • Other agreed digital delivery methods.

The Client is responsible for ensuring that the email address, account details and contact information supplied to LoneWolf Digital are accurate.

LoneWolf Digital is not responsible for delivery failures caused by incorrect Client information, inaccessible accounts, full mailboxes, spam filters or other issues outside our reasonable control.

5. WEBSITE DELIVERY

Where LoneWolf Digital develops or manages a website, delivery will generally be considered complete when the website has been made available to the Client for review, approval or publication, as applicable to the agreed service.

Website delivery may depend on:

  • Domain registration;

  • Hosting;

  • Third-party software;

  • Plugins;

  • Payment providers;

  • Client content;

  • Client approvals; and

  • Other external services.

Third-party costs may be charged separately unless specifically included in the Client’s package.

6. CLIENT APPROVAL

The Client is responsible for reviewing deliverables provided by LoneWolf Digital.

Where approval is required, the Client should check all relevant information, including:

  • Spelling;

  • Names;

  • Contact information;

  • Prices;

  • Addresses;

  • Links;

  • Images;

  • Product information;

  • Business information; and

  • Other content.

Once a deliverable has been approved by the Client, LoneWolf Digital may treat the deliverable as final.

Additional changes requested after approval may be charged separately.

7. DELIVERY OF KICKSTART SERVICES

The Kickstart Programme is a recurring digital service and does not constitute a single product delivered at the end of the 24-month period.

Kickstart services are provided throughout the Client’s active subscription period according to the services included in the agreed Kickstart package.

The Kickstart Programme is charged at R749 per month with an initial 24-month commitment, giving the agreement a total contractual value of R17,976.

The Client’s use of the Kickstart services is subject to the Kickstart terms contained in the LoneWolf Digital Terms & Conditions.

Cancellation, including the applicable 30-day notice period and early cancellation fee, is governed by those Terms & Conditions.

8. REFUND POLICY

Because LoneWolf Digital primarily provides digital and customised services, refunds are generally not available for work or services that have already been provided, commenced or delivered.

Once work has commenced, the Client may be responsible for payment for the work completed up to the date of cancellation.

This may include:

  • Design work;

  • Development work;

  • Strategy;

  • Content creation;

  • Marketing services;

  • Consultations;

  • Administrative work;

  • Third-party costs; and

  • Other services already provided.

9. DEPOSITS

Where a deposit is required to commence a project, the deposit may be used to cover the initial work, preparation, scheduling and resources allocated to the project.

A deposit is generally non-refundable once work has commenced, subject to applicable law and the specific circumstances of the project.

If a project has not yet commenced, any refund of a deposit will be considered at LoneWolf Digital’s discretion and subject to any costs already incurred.

10. KICKSTART REFUNDS

Payments made toward the Kickstart Programme are generally non-refundable for services already provided or for periods during which the Client’s services were active.

Cancelling the Kickstart Programme does not automatically entitle the Client to a refund of previous monthly payments.

Where the Client cancels before the end of the initial 24-month commitment, the cancellation provisions contained in the Terms & Conditions will apply.

This includes:

  • The required 30 calendar days’ written notice; and

  • An early cancellation fee equal to 50% of the remaining balance for the unexpired portion of the 24-month commitment.

11. THIRD-PARTY PRODUCTS & SERVICES

Where LoneWolf Digital purchases or uses third-party services on behalf of the Client, such costs may be non-refundable.

Examples include:

  • Domain registrations;

  • Hosting;

  • Premium software;

  • Plugins;

  • Stock images;

  • Fonts;

  • Advertising spend;

  • Printing;

  • Software subscriptions;

  • Email services; and

  • Other third-party licences or services.

Refunds for third-party services will be subject to the refund policies of the relevant third-party provider.

12. INCORRECT OR DEFECTIVE DELIVERABLES

If the Client believes that a delivered item does not correspond with the agreed scope, the Client should notify LoneWolf Digital as soon as reasonably possible.

LoneWolf Digital will review the concern and, where appropriate, correct any material error attributable to LoneWolf Digital.

This does not include changes resulting from:

  • A change of mind;

  • A change in business direction;

  • New information supplied after approval;

  • Client errors;

  • Changes outside the original scope;

  • Third-party platform issues; or

  • Requests for additional functionality or services.

13. REFUND REQUESTS

Any refund request should be submitted to LoneWolf Digital in writing and should include:

  • The Client’s name;

  • Relevant invoice or order information;

  • The service purchased;

  • The reason for the refund request; and

  • Any relevant supporting information.

LoneWolf Digital will review the request and respond within a reasonable period.

Where a refund is approved, the method and timeframe of the refund will be communicated to the Client.

14. NO REFUND FOR CHANGE OF MIND

A Client is not automatically entitled to a refund because they change their mind about a service after work has commenced or after a deliverable has been supplied.

Where the service has been customised specifically for the Client, cancellation after work has commenced may result in payment being required for work already completed.

Nothing in this Policy is intended to remove any rights the Client may have under applicable law.

15. SERVICE SUSPENSION

LoneWolf Digital may suspend delivery of services where:

  • An invoice is overdue;

  • Required Client information has not been provided;

  • Required approvals have not been provided;

  • A Client account has been suspended;

  • A third-party service required for delivery is unavailable; or

  • The Client has materially breached the applicable Terms & Conditions.

Suspension of services does not automatically cancel any applicable contractual payment obligations.

16. FORCE MAJEURE

LoneWolf Digital will not be responsible for delays in delivery caused by circumstances outside our reasonable control.

This may include:

  • Power outages;

  • Internet outages;

  • Cyber incidents;

  • Platform failures;

  • Third-party service interruptions;

  • Natural disasters;

  • Government action;

  • Illness;

  • Supplier failures; or

  • Other unforeseen circumstances.

Where such an event occurs, LoneWolf Digital will make reasonable efforts to resume delivery as soon as practical.

17. EXCHANGES

Because LoneWolf Digital primarily provides digital and customised services, physical exchanges are generally not applicable.

Where a physical product is specifically supplied as part of a service, any exchange or replacement will be handled according to the terms communicated for that particular product.

18. CLIENT RESPONSIBILITY AFTER DELIVERY

Once digital files, websites, content or other deliverables have been supplied and approved, the Client is responsible for retaining copies of important files and information unless ongoing backup or maintenance has specifically been included in the Client’s service.

LoneWolf Digital is not responsible for loss of Client files caused by circumstances outside our reasonable control.

19. POLICY CHANGES

LoneWolf Digital reserves the right to update this Delivery & Refund Policy from time to time.

Any changes will generally apply to new purchases or services unless otherwise required by applicable law or agreed in writing.

20. GOVERNING LAW

This Policy is governed by the laws of the Republic of South Africa.

Nothing in this Policy is intended to limit or exclude any rights or protections that cannot legally be excluded under applicable South African law.

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