Last updated: August 2026 | Version 1.0
This Refunds & Cancellations Policy (“Policy”) sets out the terms on which Positioning Partners (Pty) Ltd (“Positioning Partners”, “we”, “us”, “our”) handles cancellations, refunds, and returns in respect of the services and products we provide. This Policy must be read together with our Terms & Conditions, Privacy Policy, and Cookie Policy, which are incorporated by reference.
Nothing in this Policy limits or excludes any right you may have under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”), or any other applicable South African law. Where this Policy conflicts with such legislation, the legislation prevails to the extent of the inconsistency.
1. Scope
This Policy applies to:
• Marketing and public relations retainers and project engagements (“Services”); and
• Corporate gifts and branded merchandise (“Products”).
It does not currently cover donations made through our website. A separate policy will govern donations once that functionality is finalised.
2. Marketing & PR Retainers and Projects
2.1 Governing Agreement
Each Service engagement is governed primarily by the signed Statement of Work, proposal, or Service Agreement (“Agreement”) entered into between Positioning Partners and the client. Where an Agreement sets out its own cancellation, notice, or refund terms, those terms take precedence over clause 2.2 below.
2.2 Fallback Cancellation Terms
Where an Agreement does not specify cancellation terms, the following default terms apply:
• Either party may cancel an ongoing Service engagement by giving 20 (twenty) business days’ written notice to the other party;
• The client remains liable for fees relating to work performed, and costs reasonably and demonstrably incurred by Positioning Partners, up to and including the effective date of cancellation;
• Any fees paid in advance for work not yet performed as at the effective date of cancellation will be refunded within 14 (fourteen) business days of cancellation taking effect;
• Any deposit paid to secure the commencement of work is treated as follows: if the client cancels before any work has commenced, the deposit (less any reasonable, demonstrable administrative costs already incurred) will be refunded; once work has commenced, the deposit is non-refundable and will be applied against fees for work performed.
2.3 Cancellation by Positioning Partners
We may cancel or suspend a Service engagement on reasonable written notice, including where a client fails to make payment when due, fails to provide information or approvals reasonably required for us to perform the Services, or otherwise materially breaches the Agreement. In such cases, we will refund any fees paid in advance for work not yet performed, less costs reasonably and demonstrably incurred up to the date of cancellation.
2.4 How to Request a Cancellation
To cancel a Service engagement, please notify us in writing at start@positioningpartners.co.za, referencing your Agreement or project name.
3. Corporate Gifts and Branded Merchandise
3.1 Custom-Made Products
Our corporate gifts and merchandise are typically produced or branded to a client’s specific order. Accordingly:
- An order may be cancelled or amended free of charge at any time before payment is received and the order is confirmed in writing;
- Once payment has been received and the order confirmed, production begins immediately. From that point onward, orders cannot be cancelled and payments are non-refundable, save as set out in clause 3.2 below;
- We recommend clients carefully review artwork, branding, quantities, and specifications before confirming an order, as changes cannot be accommodated once production has started.
3.2 Defective or Incorrect Products
Clause 3.1 does not limit your rights where:
- Products delivered are defective, damaged, or of unacceptable quality;
- Products materially fail to match the specifications agreed and confirmed in writing; or
- Products are not fit for a specific purpose the client made known to us in writing and which we agreed to meet.
In these cases, please notify us within 10 (ten) business days of delivery at start@positioningpartners.co.za, together with your order reference and supporting evidence (e.g. photographs). Where a claim is valid, we will, at our reasonable discretion, repair, replace, or refund the affected Products at no cost to the client, in line with our obligations under the CPA. We will bear the reasonable cost of returning defective or incorrect Products.
3.3 Delivery Issues
If a Product is lost or damaged in transit, please notify us within 5 (five) business days of the expected delivery date so that we can investigate with our courier or supplier and arrange a replacement or refund as appropriate.
4. General Refund Process
- Where a refund is due under this Policy, it will be processed to the original payment method within 14 (fourteen) business days of the refund being approved, unless otherwise agreed in writing.
- We may request reasonable proof of payment, an order confirmation, or an Agreement reference to process a cancellation or refund request.
5. Changes to This Policy
We may update this Policy from time to time. The version in effect at the time your order or Agreement was confirmed will apply to that order or Agreement; the current version is always available on our website.
6. Contact Us
If you have questions about this Policy, or wish to request a cancellation or refund, please contact:
Positioning Partners (Pty) Ltd
Email: start@positioningpartners.co.za
Telephone: 011 568 0912
Website: www.positioningpartners.co.za
Hours: Monday to Friday, 09:00–17:00 SAST