Refund, Cancellation & Service Delivery Policy

Last updated: 30 July 2026

This policy applies to all services provided by 20Zero4 (Pty) Ltd, registration number 2026/304880/07 (“20Zero4”, “we”, “us”), to clients (“you”, “the client”) in South Africa. It should be read together with our Terms of Use and POPIA Privacy Notice.

1. Nature of Our Services

20Zero4 provides digital, automation, infrastructure, branding and business advisory services. We do not sell or ship physical goods. References to “delivery” below mean service delivery — the provision of agreed deliverables, access, systems, or completed work — not the shipping of physical products.

2. Service Delivery

• All engagements are scoped in a written proposal, quotation, or statement of work (“SOW”) agreed with the client before work begins.
• Delivery timelines are specified in the applicable SOW. Where no specific date is agreed, we provide a good-faith estimated timeline at the outset of the engagement.
• Digital deliverables (websites, automations, documents, credentials, reports) are delivered electronically via email, client portal, or agreed handover method.
• Delays caused by client non-response, missing information, or delayed approvals extend timelines accordingly and do not constitute non-delivery on our part.
• Material delays on our part will be communicated to the client in writing as soon as reasonably possible, together with a revised timeline.

3. Cancellation of Services

• Project-based engagements: Either party may cancel by giving 7 days’ written notice. Work completed and costs reasonably incurred up to the cancellation date remain payable.
• Retainer / ongoing service engagements: Either party may cancel with 30 days’ written notice. The client remains liable for fees for the notice period.
• Cancellation requests must be sent in writing to hello@20zero4.com.
• 20Zero4 reserves the right to suspend or terminate services immediately for non-payment, breach of our Terms of Use, or unlawful use of our services.

4. Refunds

• Deposits and upfront payments secure our capacity and commence project planning immediately; they are non-refundable once work has commenced.
• Where an engagement is cancelled before any work has commenced, amounts paid (less any non-recoverable third-party costs already incurred, e.g. domain registration, licensing) will be refunded within 14 business days.
• Fees for work already delivered, or milestones already completed and accepted, are non-refundable.
• Where 20Zero4 fails to deliver agreed services and cannot remedy this within a reasonable period after written notice from the client, a pro-rata refund will be considered for the undelivered portion of the engagement.
• Approved refunds are processed to the original payment method via PayFast, our payment service provider, within 14 business days of approval.

5. Disputes & Complaints

If you are unsatisfied with a delivered service, please contact us in writing in the first instance. See our Complaints Procedure for the full process.

6. Payment Processing

Payments are processed in South African Rand (ZAR) via PayFast, a registered South African payment gateway. 20Zero4 does not store card details; all payment data is handled by PayFast under their own security and compliance standards.

7. Contact

20Zero4 (Pty) Ltd
Klerksdorp, North West, South Africa
Email: hello@20zero4.com
Phone: +27 82 332 1899