Refund & Cancellation Policy

1. What this policy covers

This policy covers Monkay’s custom website design and development and its US$25 monthly website hosting subscription. Website build fees are quoted individually and billed separately from hosting. Read this alongside our Terms of Service and your accepted quote.

Nothing in this policy removes a refund, cancellation or other remedy required by applicable law. For purchases through Paddle, the Paddle Refund Policy and Paddle Buyer Terms also apply; this policy does not reduce the rights they provide.

2. Cancelling monthly hosting

Cancel before your next renewal by emailing info@monkay.co with the website or subscription you want to cancel. For Paddle subscriptions, you can also use the “Manage subscription” link in your receipt or request cancellation at paddle.net.

Cancellation stops future renewals. Hosting continues until the end of the paid billing period unless an earlier end is agreed or a refund ends the service. Please arrange any website transfer before that date.

Cancellation alone does not automatically refund a payment already made or create a pro-rata refund for unused days. You can still request a refund, and applicable legal and Paddle refund rights remain unaffected.

3. Hosting refund requests

We review refund requests case by case, considering the reason for the request, service delivered, any technical problems, your agreement and applicable law. This is not a general money-back guarantee.

If you believe you were charged incorrectly or the service was not delivered as agreed, contact us promptly with the details so we can investigate and arrange any refund or other remedy due. For a Paddle payment, you may also request a refund directly through Paddle support. Paddle’s policy sets its eligibility rules and request periods, including discretionary requests within 14 days of a transaction; a request does not guarantee approval.

4. Cancelling a website build

Contact us as soon as you decide to cancel a project. Build cancellation and any refund of project payments are assessed against the accepted quote or project agreement, work already completed, and any third-party costs you authorised.

We will explain the work and costs involved and any balance or refund due. We do not apply a blanket non-refundable rule that overrides your agreement or applicable law. Cancelling a build does not automatically cancel a separate hosting subscription; tell us if you want both cancelled.

5. How to request a refund

Email info@monkay.co with your name, billing email, website address, invoice or transaction reference, payment date and reason for the request. Do not send your full card details or passwords.

For Paddle purchases, the receipt’s support link or paddle.net provides direct billing support. Approved refunds are returned through the original payment route where possible. Processing and bank settlement times depend on the payment provider; Paddle’s policy sets the timing for refunds it handles.

6. Questions or unresolved issues

Contact Monkay at info@monkay.co or +27 74 417 3502. We will review the issue with you. You retain any rights to seek a remedy or dispute a payment under applicable law.