Refund policy

Last updated: 20 August 2026

This policy applies to the R999 once-off Dot To Dot wedding website service. It forms part of the Dot To Dot Terms and Conditions. Nothing in this policy removes rights or remedies that cannot lawfully be limited under South African law.

1. Complimentary previews

No payment is taken for a complimentary personalised preview, so there is no amount to refund. Dot To Dot may close an incomplete, abusive, duplicate, expired or unsuitable free-preview application. The couple may ask us to delete unpaid questionnaire information and photographs, subject to lawful security, fraud-prevention and record-retention requirements.

2. Cancelling a paid-first order

If you paid before receiving your personalised preview:

  • Before submitting the completed questionnaire: full refund.
  • After the completed questionnaire is accepted and personalised work has begun, but before the first preview is delivered: 50% refund.
  • After the first personalised preview is delivered: no change-of-mind refund, because the core personalised work has been supplied. Your included revision, defect corrections and statutory quality remedies remain available.

3. Cancelling after paying to unlock a complimentary preview

If you saw a complimentary personalised preview and then paid R999 to unlock the revision and launch route:

  • Before you submit a revision request or approve the site for launch: full refund.
  • After you request changes or approve launch and paid fulfilment work has begun, but before the site is made live: 50% refund.
  • After the website is made live: no change-of-mind refund. Defect corrections and statutory quality remedies remain available.

4. Statutory cooling-off rights

For an electronic service transaction, a statutory cooling-off period may apply. An exception may apply where the service begins with the customer's consent before that period ends. At checkout we ask the customer to accept the Terms and this Refund Policy and, if they want prompt fulfilment, to request that Dot To Dot begin the personalised paid service once the relevant questionnaire, revision request or launch approval is submitted.

We will apply any cooling-off right, exclusion and refund period as South African law requires. This policy does not override a right that cannot lawfully be excluded.

5. If Dot To Dot cannot deliver

If Dot To Dot cannot provide the purchased service, we will notify the customer and offer either an agreed revised delivery date or a full refund.

If we fail to deliver within an agreed period and the customer has the right to cancel, we will honour that right. If only part of the promised service cannot be provided, the customer may choose an appropriate correction, completion or reasonable partial refund, depending on the circumstances and applicable law.

6. Quality problems and defects

A Dot To Dot error, broken function, or failure to match the approved brief is not treated as the customer's included revision. Please report the problem with enough detail for us to investigate.

Where the service does not meet the agreed description or applicable standard, we will correct the problem within a reasonable time or provide the full or partial refund required by the circumstances and applicable law.

7. Work outside the included scope

The R999 service includes one consolidated content-change round within the supported design. A new design concept, a different wedding, replacement of most approved content or photographs, extra revision rounds, custom functionality or a custom domain may require a separate written quote.

Declining an additional quote does not create a refund right for the standard service already supplied.

Each separately quoted add-on, including a custom domain or work outside the standard package, will state any add-on-specific cancellation terms before the customer accepts and pays for that quote.

8. How to request a cancellation or refund

Email info@dottodot.co.za with:

  • The Shopify order number.
  • The names used for the wedding project.
  • The email address used at checkout.
  • The reason for the request.
  • The outcome requested.

You can also call +27 78 291 7430. We may ask for reasonable information to verify the purchaser and protect the payment account.

9. Refund processing

  • Approved refunds are returned through the original payment method whenever the payment provider supports it.
  • A refund will not exceed the amount originally paid.
  • Dot To Dot will issue or retain a refund record and provide confirmation to the customer.
  • We aim to initiate an approved refund within ten business days and will always comply with any shorter or longer mandatory statutory period. The customer's bank or payment provider may take additional time to reflect the credit.
  • We do not ask customers to send full card details by email, form, chat or telephone.

10. Chargebacks

Please contact Dot To Dot first so we can investigate and resolve a legitimate problem promptly. This does not prevent a customer from using a lawful card or consumer dispute process.

11. Contact details

Dot To Dot customer service: