Refund Policy

Last updated: 04 Oct 2025 • Sparrow Grid

Plain talk: we’re fair and transparent. Domains are generally non-refundable; Help Me includes a 30-day guarantee and a simple 3-month minimum - no big buyouts.

1) Summary

• Domains: Registered in your name only on the DIY package; Registered in our name up to 3 months on the Help Me package, generally non-refundable once submitted.
• Help Me (managed build):
  • 30-day guarantee: cancel within 30 days of first activation for a refund of Sparrow Grid’s month-one fee (minus non-recoverable third-party costs like the domain). We’ll export your site on request.
  • 3-month minimum: after 30 days, if you cancel before 3 months total, you pay only the remaining months to reach 3. After that, cancel any time at the end of your billing cycle.
• Hosting: prepaid; normally non-refundable once a billing cycle starts (apart from the 30-day guarantee coverage on month one of Help Me bundles).

2) Domains

Fees paid to registrars/gateways are immediate and non-refundable once submitted. Transfers follow standard registry rules (e.g., initial 60-day lock for new regs).

3) Help Me (Managed SitePad Build)

• 30-day “love-it-or-leave-it”: cancel within 30 days of first activation → refund of our month-one fee (minus non-recoverable third-party costs). Site export included on request.
• After 30 days: if cancelling before 3 months total, pay only the months remaining to reach 3. No buyouts or long-term penalties.

4) Hosting

• Prepaid terms: monthly/annual cycles are non-refundable once the cycle starts.
• Provisioning delay safety net: if we fail to provision a new hosting order within 30 days (and you didn’t ask us to start sooner), you may cancel for a refund of that unprovided service.

5) Legal cooling-off (South Africa)

• Online purchases: cancel within 7 days unless you requested we start within that period; performed portions aren’t refundable under cooling-off.
• Direct-marketing sales: unsolicited sales carry a 5 business-day cooling-off right (where applicable).

6) Fair-play clause

If we materially fail to deliver, we may offer a pro-rated credit or partial refund at our discretion. Talk to us - we’re reasonable.

7) Chargebacks

Chargebacks while services are active may trigger suspension pending investigation. Contact us first - we resolve issues faster than banks.

8) How to request a refund/credit

• Email: Ticket via the clients area at Client Area, you will have received your account details upon ordering a package through us.
• Include your order number, service, dates, and a brief reason, try to include as much information as possible.
• We respond within 5 business days as we need time to investigate.  This can, of course, take just a day or two.

9) Method, timing & currency

• Method: All payments must be done through our payment gateway, since we need to track all incoming payments that way
• Timing: approved refunds typically within 10 business days (gateway/bank delays may apply).
• Currency: ZAR.
• Fees: non-recoverable gateway/registrar fees aren’t refundable.

10) Credits

Account credits are non-transferable, have no cash value, and can only be used against Sparrow Grid invoices.

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