Refund and cancellation policy

1. Scope

This policy applies to services supplied by K2026679039 (SOUTH AFRICA), registration number 2026/679039/07, trading as Blom Studio, and forms part of our terms. We supply services, not physical goods, so product returns and exchanges do not apply. Corrections to a service or deliverable are handled under the acceptance and corrections section of the terms.

In this policy, a “business day” is Monday to Friday, excluding a South African public holiday. “Work starts” when we first perform engagement-specific preparation, production or delivery, or incur an approved non-cancellable cost, whichever occurs first. Accepting a booking or reserving capacity does not, on its own, mean that work has started.

2. How to make a request

Email a cancellation, rescheduling or refund request to info@theblomstudio.co.za from the address used for the booking. Include the customer name, service, invoice or payment reference, booked date and the reason, if applicable. A reason is not required where mandatory law gives the customer a no-reason cancellation right. A request takes effect when it reaches our email system; we acknowledge it within one business day.

Do not send a card number, CVV, PIN, one-time password or online banking password. We may ask for information reasonably needed to verify the payer and prevent a fraudulent or duplicate refund.

3. Statutory rights come first

Nothing in this policy limits a cancellation, cooling-off, quality or refund right that applicable law does not permit us to limit. In particular:

• Where ECTA section 44 applies to an electronic transaction with a natural-person consumer, that consumer may cancel a service without reason or penalty within seven days after the agreement is concluded and is entitled to a full refund within 30 days of cancellation. The statutory exception may apply only where the service actually begins with the consumer's consent before that period ends; making a booking alone is not that consent.
• Where the CPA cooling-off right for direct marketing applies instead, the consumer may cancel within the applicable five-business-day period and will receive the refund within the period required by that Act.
• Where CPA section 14 applies to a fixed-term agreement with a consumer, the consumer may cancel on 20 business days' notice, subject to a reasonable cancellation charge.
• Where CPA section 17 applies to an advance booking, any cancellation charge must be reasonable and no fee will be imposed where that section prohibits one because of the death or hospitalisation of the person for whose benefit the booking was made.

The statutory rules apply only where their legal requirements are met; describing them here does not convert a business transaction into a consumer transaction.

4. Cancelling before work starts

If the customer cancels after we accept a booking but before work starts, we refund the amount paid less a reasonable cancellation charge. For training and other dated bookings, the service-fee part of that charge will not exceed:

• 10 or more business days before the booked start: 10% of the service fee;
• 5 to 9 business days before the booked start: 50% of the service fee; or
• fewer than 5 business days before the booked start, or non-attendance: 100% of the service fee.

We add only approved, non-recoverable third-party costs and never retain more than the total paid or payable for the cancelled service. The percentages are maximums, not automatic penalties; we reduce the charge where a lower amount fairly reflects the preparation performed, notice given, costs committed and our ability to fill the slot. For quoted builds and AI video work that has not started, the charge reflects only preparation actually performed and committed costs.

5. Cancelling after work starts

Once work starts, the customer pays for work completed, reserved capacity already used and approved non-cancellable commitments. We refund any remaining unearned prepaid balance. For fixed-price work, earned fees are determined by completed milestones or, where a milestone does not fairly measure partially completed work, the reasonable proportion of the scope performed. For AI video, completed videos and production already under way are earned.

6. Monthly services

Social media management, the monthly website plan and optional care are monthly services paid in advance. They end on the notice periods in section 7 of the terms (for social media management, after the three-month initial term). Once work for a paid month has begun, no partial refund is due merely because the customer chooses not to use the rest of that month, subject always to applicable law and to any remedy for a failure by us to perform.

7. Rescheduling training and sessions

A customer may reschedule once without a service-fee charge by giving at least five business days' written notice. The new date must be agreed, remain subject to availability and fall within 60 calendar days after the original date. Approved non-recoverable third-party costs remain payable. Shorter notice, non-attendance, a second rescheduling request, or failure to complete the service within that 60-day period is treated as a cancellation, although we may waive or reduce a resulting charge where that is fair. The same rules apply to the monthly online course and content-capture sessions. If we need to reschedule, the customer may accept the new date or cancel the affected service for a full refund of its unearned price.

8. Cancellation by us

If we cannot accept a booking or cancel before work starts for a reason not caused by the customer, we refund the affected service in full. If we cancel after work starts for our convenience, we refund the unearned prepaid balance after completed work and approved non-recoverable commitments. If we end or suspend work because of customer breach, non-payment, unlawful instructions or a prolonged failure to cooperate, the customer-cancellation calculation applies.

9. How refunds are paid

We assess the request against the agreement, this policy and applicable law and explain the outcome in writing, aiming to decide within five business days of having the information we need. We initiate an approved refund within ten business days after approval, or sooner if law requires. Refunds go to the original payment method where supported (Paystack payments through Paystack; EFT payments to the verified original payer). We do not charge a refund fee, refund to an unrelated third party, or pay more than the original transaction. A customer must not seek both a direct refund and a chargeback for the same amount; this does not restrict a lawful card-dispute right.

10. Contact and complaints

Refund and cancellation requests go to info@theblomstudio.co.za. You may also call or WhatsApp +27 78 394 7226. Our physical and legal-service address is 13 Buitenzorg Road, Somerset West, Cape Town, Western Cape, 7130, South Africa. Unresolved complaints follow the dispute process in the terms.