Refund Policy

Effective date: 21 September 2026

Coreline Commerce provides once-off digital business services. This Refund Policy explains how refund requests are considered when a customer purchases a service from Coreline Commerce.

Coreline Commerce is a trading name associated with K2026801063 (Pty) Ltd, a South African registered business entity directed by Ndinani Mbeki.

Our approach is to assess refund requests fairly and based on the circumstances of the individual project rather than applying an automatic refund or no-refund rule to every situation.

1. Our services

Coreline Commerce currently provides the following once-off services:

  • Starter Store Setup — R9,999

  • Store Optimisation — R6,999

  • Creative & Growth Support — R4,999

  • Digital Business Setup — R2,999

The exact work included in a service is determined by the applicable service description, quotation, written agreement or other documented scope agreed with the customer.

2. Payment structure

Unless otherwise agreed in writing:

  • 50% of the service price is due before work begins; and

  • The remaining 50% is due before final delivery or handover.

The initial payment allows Coreline Commerce to commence the agreed project.

A refund request relating to an initial deposit will therefore be considered in light of whether work has already commenced and what work has been performed.

3. Refunds are assessed case-by-case

Refund requests are assessed according to the circumstances of the individual project.

Relevant factors may include:

  • The stage of the project;

  • Work already completed;

  • The agreed scope;

  • Deliverables already provided;

  • Whether the customer has received or used part of the service;

  • Whether the customer has requested or received the included revision round;

  • Whether work remains outstanding;

  • Whether the issue can reasonably be corrected within the agreed scope;

  • Whether customer-provided information, access or approvals affected the project;

  • Any applicable third-party costs or services; and

  • Applicable law.

A refund is therefore not automatically calculated solely from the amount already paid or the amount of work remaining.

4. Where work has not started

If a customer requests cancellation before Coreline Commerce has commenced substantive work, the circumstances of the cancellation will be reviewed to determine whether a refund is appropriate.

Any refund will remain subject to applicable law and any documented terms agreed for the particular purchase.

5. Where work has already started

If work has already commenced, Coreline Commerce may consider the work performed and resources reasonably committed to the project when assessing a refund request.

Depending on the circumstances, this may include:

  • Project preparation;

  • Research;

  • Business or store analysis;

  • Configuration;

  • Design or creative work;

  • Content implementation;

  • Product or catalogue setup;

  • Optimisation;

  • Advertising or marketing implementation;

  • Testing;

  • Revisions; and

  • Other work falling within the agreed scope.

Where a material amount of the agreed service has already been completed, the refund amount, if any, may differ from the amount originally paid.

6. Service issues and opportunity to correct

If a customer believes that delivered work does not comply with the agreed scope, the customer should contact Coreline Commerce as soon as reasonably possible.

Where an issue can reasonably be corrected within the agreed scope, Coreline Commerce may first attempt to correct the issue.

Each service includes one revision round. The revision round is intended to allow reasonable changes to work delivered within the agreed scope.

A revision round does not provide unlimited revisions or require Coreline Commerce to undertake substantially new or out-of-scope work without an additional quotation.

Where the issue cannot reasonably be resolved within the agreed scope, the circumstances will be considered as part of the refund assessment.

7. Customer delays or failure to provide information

Customers are responsible for providing the information, content, access, approvals and other materials reasonably required for their project.

Where a project is delayed because required customer information, access, feedback, approvals or other dependencies have not been provided, that delay may be considered when assessing a refund request.

Coreline Commerce will not treat a customer-caused delay as a failure to deliver where Coreline Commerce has otherwise remained ready and able to perform the agreed work.

8. Changes outside the agreed scope

A customer may request changes during a project.

Where a requested change is outside the original scope, Coreline Commerce may provide a separate quotation rather than treating the additional work as part of the original service.

A customer's decision not to purchase additional out-of-scope work does not, by itself, create an entitlement to a refund for work that was already included in and performed under the original agreement.

9. Third-party services and fees

Some projects may involve third-party platforms or services, including Shopify, payment providers, domain services, advertising platforms, software, email services or other external providers.

Third-party fees are generally separate from Coreline Commerce's service fees unless expressly included in the agreed scope.

Coreline Commerce cannot guarantee refunds of fees charged directly by third parties.

Where a third-party fee has been paid by Coreline Commerce on the customer's behalf or included as part of a project arrangement, its treatment will be assessed according to the circumstances, the relevant third-party terms and applicable law.

10. Business results

Coreline Commerce provides implementation and support services. We do not guarantee specific commercial outcomes from our services.

Depending on the service, this may include outcomes such as:

  • A specific amount of sales;

  • A particular advertising return;

  • A specific number of customers;

  • A particular conversion rate;

  • A particular level of website traffic;

  • Social-media growth; or

  • Profitability.

A customer not achieving a particular commercial result does not automatically mean that the agreed service was not performed.

This does not affect any rights a customer may have where Coreline Commerce has failed to provide the service in accordance with the applicable agreement or law.

11. When a refund may be appropriate

Depending on the circumstances and applicable law, a refund may be considered where, for example:

  • Coreline Commerce is unable to provide a material part of the agreed service;

  • A material part of the agreed service was not provided;

  • An agreed service issue cannot reasonably be corrected;

  • The parties agree to terminate the project and a refund is appropriate based on the work completed; or

  • Applicable law gives the customer a right to a refund or other remedy.

These examples do not create an exhaustive list of refund circumstances.

12. When a refund may not be appropriate

A refund may not be appropriate where, depending on the circumstances:

  • The agreed service has already been substantially completed;

  • The customer has received the agreed deliverables;

  • The customer has used or retained the completed work;

  • The request relates solely to dissatisfaction with a commercial outcome that was not guaranteed;

  • The customer requests unlimited changes after using the included revision round;

  • The requested work is outside the original scope; or

  • The issue results primarily from circumstances outside Coreline Commerce's reasonable control.

This section is subject to applicable consumer and other legal rights.

13. How to request a refund

Refund requests should be submitted to:

Email: help.commercecoreline@outlook.com

Please include:

  • Your name;

  • The service purchased;

  • The date of purchase;

  • Payment or transaction reference, where available;

  • The reason for the refund request; and

  • Any relevant information or evidence that may assist with reviewing the matter.

Coreline Commerce may request additional information where reasonably necessary to assess the request.

14. Refund assessment

Coreline Commerce will review the available project and payment records and consider the circumstances of the request.

The assessment may include reviewing:

  • The agreed scope;

  • Payment records;

  • Project communications;

  • Work completed;

  • Delivered files or implementations;

  • Revision requests;

  • Customer-provided information and approvals; and

  • Relevant third-party arrangements.

The customer will be informed of the outcome of the assessment and, where appropriate, the basis for the decision.

15. Refund method

Where a refund is approved, Coreline Commerce will normally return the applicable amount through the original payment method or another reasonable method agreed with the customer, subject to the capabilities and requirements of the payment provider involved.

If Paystack is used for the transaction, the refund may also be subject to Paystack's applicable processing procedures.

Paystack is an intended payment provider but should not be treated as the confirmed payment provider unless it has been implemented.

16. Chargebacks

Customers are encouraged to contact Coreline Commerce before initiating a chargeback where reasonably possible so that the matter can be investigated and resolved directly.

This does not prevent a customer from exercising any lawful rights available through their bank, card issuer, payment provider or other applicable dispute-resolution process.

For information about payment disputes and chargebacks, please see the Chargeback Policy.

17. Mandatory legal rights

Nothing in this Refund Policy is intended to exclude, restrict or waive any consumer right, remedy or protection that cannot lawfully be excluded or limited.

South Africa's Consumer Protection Act provides protections concerning the performance and quality of services, and applicable legal remedies may depend on the circumstances of the transaction.

Where applicable law provides a customer with a right to a refund, cancellation, correction, repair, replacement or another remedy, this policy does not remove that right.

18. Governing law

This Refund Policy is governed by the laws of the Republic of South Africa, subject to applicable mandatory rights and protections.

19. Contact

For refund questions or requests, contact:

Coreline Commerce
Associated registered entity: K2026801063 (Pty) Ltd
South Africa
Email: help.commercecoreline@outlook.com

20. Policy updates

Coreline Commerce may update this Refund Policy when its services, payment arrangements, refund procedures or legal requirements change.

The version published on this website represents the current version of the policy.