REFUND, CANCELLATION & HOSTING POLICY
Last updated: 30 September 2026
This policy explains how refunds, cancellations, website hosting, renewals and non-payment are handled by Template Studio.
It forms part of Template Studio’s Terms and Conditions.
Nothing in this policy is intended to limit any consumer right that cannot lawfully be excluded under South African law.
1. WEBSITE PURCHASES
Template Studio provides template-based and customised website services.
The amount paid for a website may include one or more of the following:
- Website setup;
- Template customisation;
- Design work;
- Content implementation;
- Technical configuration;
- Domain services;
- Website launch;
- Hosting;
- Maintenance; and
- Other agreed services.
The exact services included will be stated in the relevant product, package, quotation or invoice.
2. WEBSITE DESIGN AND HOSTING ARE SEPARATE SERVICES
Unless expressly stated otherwise, payment for the creation or setup of a website does not provide lifetime hosting.
Website hosting is a recurring service.
Where annual hosting is supplied by Template Studio, the applicable hosting fee must be paid for each new hosting period for the website to remain hosted by Template Studio.
A website setup or design fee does not entitle the Client to indefinite hosting without payment of hosting renewal fees.
3. ANNUAL HOSTING
Hosting is generally billed annually in advance unless otherwise specified.
The Client will be notified of the applicable renewal amount.
To maintain uninterrupted service, payment must be received by the renewal due date.
Hosting renewal prices may change from year to year.
Where reasonably practicable, Template Studio will send renewal notices to the email address or contact details associated with the Client’s account.
The Client remains responsible for maintaining accurate contact information.
4. FAILURE TO PAY HOSTING
If annual hosting is not paid by its due date, the account will be considered overdue.
Template Studio may issue written notice requiring payment of the outstanding amount.
Where South African law requires a minimum notice or remedy period before termination, Template Studio will observe that period.
For fixed-term consumer agreements governed by section 14 of the Consumer Protection Act, termination for material breach will occur only after the legally required notice has been provided and the breach has not been remedied during the applicable period.
Once the applicable legal notice or remedy period has expired, Template Studio reserves the right to terminate the affected website and hosting services at the earliest time permitted by law.
5. WEBSITE SUSPENSION
To the extent permitted by applicable law and the relevant agreement, overdue hosting or recurring service accounts may be suspended.
Suspension may result in:
- The website becoming unavailable;
- Website administration being disabled;
- Associated services becoming unavailable; and
- Other services dependent on the hosting account ceasing to function.
Payment after suspension does not necessarily result in immediate restoration. Reasonable technical or administrative processing time may be required.
6. TERMINATION FOR NON-PAYMENT
If the Client fails to remedy non-payment within the applicable legal or contractual period, Template Studio may terminate the relevant services.
Termination may include:
- Taking the website offline;
- Closing the hosting account;
- Removing website files from active servers;
- Removing databases;
- Terminating maintenance services;
- Removing backups according to our retention processes;
- Ceasing management of third-party services; and
- Declining to renew associated services.
Template Studio is under no obligation to provide hosting indefinitely where hosting fees remain unpaid.
7. DELETION OF WEBSITE DATA
Following lawful termination, website files, databases and backups may eventually be permanently deleted.
Template Studio does not guarantee that a website can be recovered after hosting has been terminated.
Clients wishing to retain their website should arrange any permitted migration, export or backup before hosting is terminated.
Template Studio may retain backups temporarily after termination for technical, security or operational purposes, but the existence or recoverability of any backup is not guaranteed.
Where restoration remains technically possible, a restoration or administration fee may apply.
8. DOMAIN NAMES
Domain registration and renewal may be separate from website hosting.
If a domain renewal fee is not paid, Template Studio cannot guarantee continued ownership or availability of that domain.
Expired domains may become subject to:
- Registrar suspension;
- Redemption fees;
- Additional recovery charges; or
- Release for registration by another person.
Template Studio is not responsible for the loss of a domain resulting from a Client’s failure to pay renewal charges when due.
9. CANCELLING HOSTING
A Client may request cancellation of hosting by contacting Template Studio in writing.
Cancellation does not automatically create an entitlement to a refund for a hosting period already purchased or commenced.
Any refund entitlement will be determined according to:
- Applicable South African law;
- The nature of the service;
- Work already performed;
- Third-party costs already incurred; and
- The terms of the relevant package or agreement.
10. WEBSITE PROJECT CANCELLATIONS
A Client wishing to cancel a website project must notify Template Studio in writing.
Where work has already commenced, Template Studio may be entitled to retain or charge an amount reasonably reflecting:
- Work already performed;
- Design or development time;
- Administrative work;
- Resources allocated;
- Customisation already completed; and
- Non-refundable third-party costs,
subject to applicable consumer law.
Any balance refundable to the Client will be determined after these amounts and applicable legal requirements have been considered.
11. CHANGE OF MIND
Where a Client changes their mind after ordering a website or digital service, any cancellation or refund will be handled in accordance with applicable South African consumer and electronic-commerce law.
Where a statutory cooling-off right applies, Template Studio will honour it.
Nothing in this policy removes a cooling-off, cancellation or refund right that the Client is legally entitled to exercise.
12. WORK ALREADY COMPLETED
Website development involves the allocation of time and resources shortly after an order is received.
Where permitted by law, amounts attributable to services already performed, custom work completed or non-refundable third-party costs may not be refundable simply because the Client later decides not to proceed.
13. THIRD-PARTY COSTS
Template Studio may incur costs on behalf of a Client, including:
- Domain registrations;
- Premium plugins;
- Themes;
- Software licences;
- Stock assets;
- Email services;
- External hosting services; and
- Other third-party products.
Where these costs cannot be recovered by Template Studio, they may be non-refundable to the extent permitted by law.
14. CLIENT DELAYS OR ABANDONED PROJECTS
The Client is responsible for supplying information, content, approvals and access reasonably required to complete the website.
If a Client stops responding or fails to provide required information, Template Studio may place the project on hold.
Template Studio may contact the Client requesting the outstanding information.
If the Client remains unresponsive for an extended period, Template Studio may treat the project as inactive or abandoned, subject to applicable law and any notice requirements.
Restarting an abandoned project may be subject to availability and an additional administration or reactivation fee where reasonable.
15. REFUND PROCESSING
Where Template Studio agrees or is legally required to issue a refund, the refund will generally be made using the original payment method where reasonably possible.
Banking, payment gateway or processing times are outside Template Studio’s control.
16. SERVICE PROBLEMS
If a Client believes that a service has not been supplied as agreed, the Client should contact Template Studio as soon as reasonably possible.
Template Studio should be given a reasonable opportunity to investigate and, where appropriate, remedy the problem.
Nothing in this section limits any remedy available to a consumer under applicable law.
17. TRANSFERRING A WEBSITE AWAY FROM TEMPLATE STUDIO
Where technically and legally possible, a Client may request assistance transferring its website or domain to another service provider.
Migration, preparation, administration or transfer work may incur an additional fee.
Third-party software licences owned by Template Studio or licensed for use only on Template Studio’s infrastructure may not be transferable.
Template Studio’s proprietary templates, reusable systems, development tools and other intellectual property remain subject to the Template Studio Terms and Conditions.
18. CLIENT BACKUPS
Clients should maintain copies of important business information and content.
Hosting and backups supplied by Template Studio are intended to support operation of the website and should not be treated as the Client’s sole permanent archive.
19. NON-PAYMENT DOES NOT CANCEL EXISTING DEBT
Suspension, cancellation or termination of services does not automatically extinguish amounts that became payable before termination.
Template Studio reserves its lawful rights to recover outstanding amounts.
20. NO LIABILITY FOR LAWFUL NON-PAYMENT TERMINATION
To the maximum extent permitted by law, Template Studio will not be responsible for losses arising from the lawful suspension or termination of services resulting from the Client’s failure to pay amounts due.
This may include loss of website availability, enquiries, sales, search rankings, data or business opportunities.
21. SUMMARY OF THE HOSTING RENEWAL PROCESS
In simple terms:
1. Hosting is paid annually in advance.
2. We will issue the applicable hosting renewal invoice or notice.
3. Payment should be made by the due date to prevent interruption of service.
4. If payment is not made, Template Studio may issue a formal notice of non-payment.
5. Where the law requires a remedy period, the Client will be given that period to make payment.
6. If payment is still not received, the website and hosting may be terminated at the earliest time legally permitted.
7. Following termination, website files and backups may be permanently deleted and recovery cannot be guaranteed.
22. CONTACT
For hosting renewals, cancellations or refund enquiries, contact:
Template Studio
Email: [INSERT]
Telephone: [INSERT]
Website: [INSERT]
IMPORTANT HOSTING NOTICE
Annual hosting is required to keep your website online with Template Studio.
If your hosting renewal is not paid, your website may be suspended and, following any notice or remedy period required by law, your website and hosting services may be terminated.
Following termination, your website files and backups may be permanently deleted.
Please pay hosting renewals by their due date or contact Template Studio before the renewal date if you intend to move or discontinue your website.