Andreas Digital Agency (ADA)
Payment, Refund and Cancellation Policy
This policy explains how to pay for ADA services, when you can cancel, and when you get money back. We want every client to know the rules before work starts, so there are no surprises. Your written quote and, for larger jobs, your Client Service Agreement give the details for your job and apply first if they differ from this policy.
1. Paying for services
| Topic | What applies |
|---|---|
| Quotes | Free, written, and valid for 14 days |
| Deposit | 50% before work starts on jobs over N$1,000 |
| Balance | Due at handover, or within 7 days of the invoice date if agreed in writing |
| Monthly plans | Paid in advance by the 5th of each month |
| Payment methods | Cash, EFT to ADA's business account, or mobile money; use your invoice number as the reference |
| Receipts | Issued for every payment. Always ask for one |
| VAT | ADA is not registered for VAT, so no VAT is charged |
| Ownership | Websites, designs and files are handed over once paid in full |
If a payment is more than 14 days late, ADA may pause work and hold back handover until it is paid, after giving written notice.
2. Cancelling and refunds
| Situation | What happens to your money |
|---|---|
| You cancel before any work has started | Full refund of your deposit, less any third-party costs already paid for you (such as parts, domains or licences) |
| You cancel after work has started | You pay for the work done up to the cancellation date and any third-party costs already paid. We keep that amount from your deposit and refund the rest. If the work done is worth more than the deposit, we invoice the difference |
| ADA cancels the job, or cannot deliver it | Full refund of anything paid for work not yet delivered |
| ADA's work does not match what was agreed | We fix it at no extra cost. If we cannot fix it within a reasonable time, we refund what you paid for the part that does not match |
| You cancel a monthly plan | Give 30 days' written notice. The current month already paid is not refunded, and unused visits or hours do not carry over |
3. Device repairs
| Situation | What applies |
|---|---|
| Diagnosis fee (N$100) | Deducted from the repair if you go ahead. Not refunded if you decide not to repair |
| We cannot fix the device | You pay only the diagnosis fee; no labour charge |
| Parts ordered specially for your device | Not refundable once ordered, because suppliers do not take them back. We tell you before ordering |
| Same fault returns within 30 days | Repaired again at no labour charge under our warranty, unless caused by new damage, misuse, water, power surges or viruses |
| Device not collected | Devices not collected within 60 days after we tell you they are ready may be sold to cover costs, after a final written notice |
4. Websites, design and marketing
| Situation | What applies |
|---|---|
| Design changes | Each package includes a set number of rounds of changes. Extra rounds are quoted at normal prices; this is not a refund matter |
| Domain names and hosting | Not refundable once registered or paid, because the provider does not refund them |
| Paid advertising budget | Paid directly to the platform (for example, Facebook) and not refundable by ADA once spent |
| Printing | Not refundable once printed from a design you approved. Printing errors made by ADA or the printer are reprinted at no cost |
5. How refunds are paid
5.1 Refunds are paid by the same method you used to pay, or by EFT to an account in your name, within 14 days of being agreed.
5.2 We confirm every refund in writing, with the amount and the reason.
6. Complaints
- Contact us within 14 days on +264 81 803 2641 or hello.ada1@outlook.com, and explain the problem.
- We confirm we received your complaint within 2 working days.
- We aim to resolve it within 7 working days, by fixing the work, offering a credit, or giving a refund under this policy.
- If you are still not satisfied, the Founder & CEO will review your complaint personally.
Nothing in this policy takes away any rights you have under Namibian law.
7. Contact us
CompanyADA (Pty) Ltd, trading as Andreas Digital Agency
LocationRundu, Kavango East, Namibia
Phone / WhatsApp+264 81 803 2641
Company line+264 83 677 5783