Refunds &
cancellations.

Last updated 25 July 2026

What we sell

Under Bridges sells professional services — design, development, and event work — delivered against a scope agreed in writing before the project starts. We do not sell physical goods or downloadable products, so there is nothing to ship back or return.

Payments we receive are project fees: deposits, milestone payments, and final invoices for work delivered.

Our approach to refunds

Every project is scoped and priced individually, so refunds are assessed individually too. We look at what was delivered at the point the project stopped, and what was paid for it.

We do not offer blanket refunds, and amounts already invoiced for completed work are not returned. Where a refund is agreed, it is paid within 14 business days.

Cancelling a project

Either side may cancel in writing at any time.

• If you cancel, we stop work immediately and invoice for everything completed to that point. If you have paid more than that amount, the difference is refunded. If you have paid less, the balance falls due.
• If we cancel — which we would only do in exceptional circumstances — you pay only for work delivered, and anything paid beyond that is refunded in full.

In both cases you receive the deliverables for the work you have paid for.

Requesting a refund

Email info@underbridges.co.za with your invoice number and what you would like us to look at. We respond within five business days with a decision and the reasoning behind it.

Approved refunds are paid back to the account or card the payment came from, within 14 business days of the decision. We do not refund to a different account than the one that paid.

If something is wrong with the work

Tell us first. Defects in work we delivered are fixed free of charge within the 30-day window described in our Terms of Service, and most concerns are resolved faster and better by putting the work right than by unwinding the project.

If we cannot put it right, that is the point at which a refund conversation makes sense, and we will have it openly.

Chargebacks

If you are unhappy, please talk to us before raising a chargeback with your bank. We would far rather resolve it directly. A disputed charge on a live project also pauses the work while the dispute is investigated, which rarely helps either of us.

Contact

Questions about this policy, an invoice, or a refund: