Returns & Refunds Policy
UPSIZE — Refund & Cancellation Policy
Last Updated: July 2026
At UPSIZE, every project is planned around an agreed scope, deliverables, timeline and level of service. This policy explains when cancellations and refunds may apply.
1. Cancellation Within 24 Hours
Clients may cancel a project within 24 hours of making payment and request a refund, provided that substantial work has not already commenced.
Where work has already begun within the 24-hour period at the client’s request, UPSIZE may deduct the reasonable value of work already completed and any non-refundable third-party costs incurred.
Cancellation requests must be submitted in writing to:
2. Cancellations After 24 Hours
After the 24-hour cancellation period, payments are generally non-refundable once work has commenced.
If a client chooses to cancel a project after this period, UPSIZE will assess the project based on:
Work already completed;
Time and resources already allocated;
Deliverables already provided;
Third-party costs already incurred; and
The remaining project scope.
Any refund, where applicable, will be calculated on the unused portion of the project and will remain subject to applicable South African consumer law.
3. Refund Eligibility
Refunds will not be based solely on personal preference, subjective satisfaction, change of mind or a client deciding that they no longer like a design direction.
Project satisfaction will instead be assessed against the agreed project scope and deliverables.
Where UPSIZE has delivered the services, functionality, pages, designs or other deliverables agreed to in the quotation, proposal or project scope, the project will be considered substantially fulfilled.
A refund may be considered where UPSIZE materially fails to provide an agreed deliverable and is unable or unwilling to reasonably correct the issue.
4. Revisions Before Refund Requests
Where a concern relates to an agreed deliverable, the client must first give UPSIZE a reasonable opportunity to correct or revise the work within the revision allowance included in the project.
A refund will generally not be issued for an issue that can reasonably be corrected within the agreed project scope.
Requests that amount to a change in creative direction, new functionality, additional pages or a different brief may be treated as additional work rather than grounds for a refund.
5. Non-Refundable Costs
The following may be non-refundable once purchased or incurred:
Domain registrations;
Hosting fees;
Premium plugins;
Themes;
Software licences;
Stock images or assets;
Third-party subscriptions;
Payment processing fees where legally permitted; and
Other external costs purchased specifically for the client.
6. Client Delays
Refunds will not be issued where a project is delayed or cannot be completed because the client fails to provide required:
Content;
Feedback;
Approvals;
Login credentials;
Images;
Product information; or
Other necessary project materials.
7. Abandoned Projects
Where a client becomes unresponsive for an extended period, UPSIZE may place the project on hold.
A project that remains inactive for 30 days or longer due to client non-response may be treated as abandoned.
Payments already applied to completed work, booked production time or costs incurred will not automatically be refundable.
8. Refund Processing
Where a refund is approved, it will be processed using the original payment method where reasonably possible.
Bank or payment-provider processing times may apply after UPSIZE has issued the refund.
9. Chargebacks
Clients should contact UPSIZE directly before initiating a payment dispute or chargeback so that we have an opportunity to investigate and resolve the matter.
Fraudulent or unjustified chargebacks may be challenged using the relevant project records, correspondence, approvals, invoices and proof of work completed.
10. Consumer Rights
Nothing in this policy is intended to exclude or limit any consumer right or remedy that cannot legally be excluded under South African law.
Where applicable law provides a client with additional cancellation, refund or cooling-off rights, those rights will continue to apply.
11. Contact
For cancellation or refund requests, contact:
UPSIZE
Email: info@upsize.lt
Website: https://upsize.lt Contact : +27 63 280 9502
Please include your name, project name, invoice number and reason for the request