Refund & Cancellation Policy

Section 01

Scope of this policy

This policy applies to purchases made directly from Rocket & Bloom or Wonder Wave Creative, including:

• Creative strategy
• Brand direction
• Copywriting
• Content services
• Marketing services
• Creative direction
• AI workflows and creative systems
• Consultations
• Intensives
• Workshops
• Custom creative projects
• Templates
• Prompt packs
• Guides
• Workbooks
• Digital downloads
• Recorded resources
• Other digital products

Third-party platforms, software providers and external suppliers may have separate refund and cancellation policies that also apply to purchases or charges processed by them.

Section 02

Creative services and custom projects

Creative services may include strategy, brand direction, copywriting, content creation, creative direction, marketing, AI workflows, consultations and custom creative projects.

A project is considered confirmed once the applicable requirements have been completed. These may include:

• Acceptance of a proposal or written scope
• Signature of an agreement
• Payment of a deposit
• Payment of the first project instalment
• Receipt of the information required to begin

The proposal, invoice or agreement will specify the applicable deposit, payment schedule, deliverables and project terms.

Cancelling before work begins

If you cancel a project before active creative work begins, we will assess the refund fairly by considering:

• Research or preparation already completed
• Meetings and communication already provided
• Administrative work already completed
• Time reserved in the production schedule
• Non-refundable third-party expenses
• Unrecoverable payment-processing fees
• Other reasonable losses resulting from the cancellation

Any amount remaining after these reasonable deductions will be refunded where applicable.

A deposit is not automatically forfeited merely because it has been described as non-refundable. Any amount retained will be connected to work completed, expenses incurred, capacity reserved or reasonable losses resulting from the cancellation.

Cancelling after work has begun

If you cancel after work has started, you remain responsible for:

• Work completed up to the effective cancellation date
• Research, strategy and preparation already completed
• Meetings and consultations already provided
• Deliverables already supplied
• Approved third-party expenses
• Time reasonably reserved for the project
• Any reasonable cancellation charge permitted by applicable law

Any refundable balance remaining after these amounts have been deducted will be returned to you.

Drafts, source files, working documents, intellectual property or completed work will only be transferred or licensed in accordance with the applicable agreement and after all amounts relating to that work have been paid.

Section 03

Project deposits

Deposits secure time in the Rocket & Bloom schedule and allow planning or production to begin.

A deposit will be credited towards the total project fee.

Once work has begun or meaningful capacity has been reserved, the deposit may be applied towards:

• Initial strategy
• Research
• Planning
• Creative development
• Meetings
• Administration
• Production time
• Reserved capacity
• Approved project expenses
• Reasonable losses resulting from cancellation

If the value of work completed, capacity reserved and costs incurred is lower than the amount paid, any refundable balance will be returned where required.

The specific deposit and payment terms for a project will be provided in the applicable proposal, invoice or agreement.

Section 04

Project pauses and client delays

Creative projects depend on timely communication, feedback, approvals, content and access to required systems or materials.

If required information, feedback, approval, content or access is delayed, we may:

• Pause the project
• Adjust the project timeline
• Move the work to the next available production space
• Revise a delivery date
• Apply a reasonable restart or rescheduling fee where additional work or scheduling is required

If we receive no response for 30 consecutive days, the project may be classified as paused.

If we receive no response for 60 consecutive days, the project may be treated as cancelled by the client.

Before treating a project as cancelled, we will make a reasonable attempt to contact you using the latest contact details supplied.

Any refund following a delayed or abandoned project will be calculated after accounting for:

• Work completed
• Meetings held
• Expenses incurred
• Capacity reserved
• Deliverables supplied
• Reasonable losses resulting from the delay or cancellation

Any restart or rescheduling fee will be communicated before work resumes.

Section 05

Consultations, intensives and booked sessions

Please provide at least 48 hours’ notice when cancelling or rescheduling a consultation, intensive or other booked session.

If at least 48 hours’ notice is supplied, the session may generally be rescheduled once without an additional fee, subject to availability.

If less than 48 hours’ notice is supplied:

• The session may be treated as used
• A reasonable rescheduling charge may apply
• A refund may be reduced to account for the reserved time
• A refund may be affected by our reasonable ability to fill the appointment

Genuine emergencies will be considered fairly.

Any cancellation charge will be reasonable and assessed according to the circumstances and applicable law.

Where applicable law prohibits a cancellation charge in particular circumstances, the charge will not be imposed.

Section 06

Workshops and live events

Unless different terms are clearly stated for a particular workshop or event, the following general terms apply.

Cancellation at least 14 days before the event

You may request a refund, less any reasonable non-refundable costs, expenses or payment-processing fees already incurred.

Cancellation between 7 and 13 days before the event

Up to 50% of the amount paid may be retained to account for preparation, reserved capacity, expenses incurred and our ability to fill the place.

Cancellation fewer than 7 days before the event

A refund may not be available if the place cannot reasonably be filled or the associated costs cannot be recovered.

Where reasonably possible, we may offer one of the following alternatives:

• Transfer the place to another person
• Move the booking to a future qualifying event
• Issue a credit towards another qualifying service or event

Any cancellation charge will be assessed reasonably according to:

• The notice provided
• The nature of the event
• Preparation already completed
• Costs already incurred
• The likelihood of filling the place
• The circumstances surrounding the cancellation

Section 07

Digital products and downloadable resources

Digital products may include:

• Templates
• Prompt packs
• Workbooks
• Guides
• Downloadable documents
• Recorded workshops
• Courses
• Creative systems
• Digital planning tools
• Other electronic resources

Because digital products may be downloaded, accessed, copied or used immediately, change-of-mind refunds are generally not offered after a product has been supplied, accessed or downloaded, except where applicable law requires otherwise.

A refund, replacement, corrected file or other appropriate remedy may be provided where:

• You were charged more than once for the same product
• The file is defective
• The product cannot reasonably be accessed
• You received the wrong product
• The product is materially different from its published description
• A material part of the product is missing
• We are unable to supply the product purchased
• A refund or other remedy is required by applicable law

Please review the product description and technical requirements before purchasing.

We do not generally provide refunds solely because:

• You changed your mind after receiving or accessing the product
• You no longer need the product
• You purchased the wrong product without contacting us
• You do not have compatible software
• You lack the technical knowledge required to use the product
• You did not read the product description
• You expected a result or outcome that was never promised

This section does not affect any statutory right to a refund, replacement or other remedy.

Section 08

Cooling-off and statutory rights

Certain customers may have cooling-off or cancellation rights under applicable South African law or the mandatory consumer-protection laws of their country.

These rights may apply to certain:

• Electronic transactions
• Transactions resulting from direct marketing
• Advance bookings
• Fixed-term consumer agreements
• Defective goods or digital products
• Services that do not meet legally required quality standards

Cooling-off rights do not necessarily apply to every transaction.

Exceptions or limitations may apply where, for example:

• Services begin with the customer’s consent
• Work is made to the customer’s specifications
• Work is personalised or customised
• Digital material has already been supplied or accessed
• The nature of the product prevents it from being returned
• Another statutory exception applies

Where a statutory cooling-off or cancellation right applies, Rocket & Bloom will honour it.

If you ask us to begin a service before the end of an otherwise applicable cooling-off period, you acknowledge that beginning the work may affect that right to the extent permitted by law.

Nothing in this policy limits a mandatory consumer right.

Section 09

Fixed-term and ongoing services

Fixed-term and ongoing services will be governed by the applicable proposal or agreement together with applicable law.

If you cancel a fixed-term service, you may remain responsible for:

• Services already provided
• Amounts due up to the effective cancellation date
• Approved expenses
• Non-recoverable third-party costs
• Reserved production capacity
• A reasonable cancellation charge where legally permitted

Month-to-month or ongoing services may generally be cancelled before the next billing period, subject to any notice period stated in the applicable agreement.

Cancellation during a billing period does not automatically create a right to a full refund for that period where:

• Work has already been completed
• Services have already been supplied
• Capacity has already been reserved
• Expenses have already been incurred

Any refund or cancellation charge will be assessed fairly and in accordance with applicable law.

Section 10

Quality concerns

Please contact us promptly if you believe a product or service:

• Was not supplied as agreed
• Contains a material error
• Is materially defective
• Is substantially different from its description
• Does not meet the agreed project requirements
• Was not completed with reasonable care and skill

We must be given a reasonable opportunity to review the concern.

Where appropriate, a remedy may include:

• Correcting the affected work
• Reperforming the affected service
• Replacing a defective product
• Supplying a missing deliverable
• Providing an appropriate partial refund
• Providing another fair remedy

Refunds are not normally provided solely because of subjective creative preference when work was completed according to the approved brief, direction and scope.

This does not remove the right to a remedy where work is genuinely defective, substandard or materially different from what was agreed.

Section 11

Revisions and changes of direction

The revisions included in a project will be stated in the applicable proposal, service description or agreement.

A request to change any of the following is not automatically considered a defect or reason for a refund:

• The original strategy
• The approved concept
• The audience
• The offer
• The project direction
• Previously approved work
• The agreed scope
• The supplied brief
• The core creative direction

Additional work resulting from a new direction, expanded scope or changed brief may be quoted separately.

Section 12

Cancellation by Rocket & Bloom

We may pause, decline or cancel work where:

• A client materially breaches an agreement
• Required payments remain overdue
• A client repeatedly fails to provide required information or feedback
• A project involves unlawful, deceptive, abusive or harmful activity
• Continuing the project would create an unreasonable ethical, professional or safety risk
• The client engages in abusive, threatening or discriminatory conduct
• Circumstances outside our reasonable control prevent completion

If we cancel for reasons unrelated to client conduct or breach, we will provide an appropriate remedy. This may include:

• Rescheduling
• Transferring the project where appropriate
• Supplying completed work
• Refunding amounts paid for work that has not been completed
• Another reasonable solution

If cancellation results from client conduct, non-payment or breach, any refund will be assessed after deducting:

• Work completed
• Services supplied
• Approved expenses
• Third-party costs
• Reserved capacity
• Reasonable losses

Section 13

Third-party costs

Third-party costs may include:

• Software
• Stock photography
• Fonts
• Licences
• Printing
• Advertising spend
• Hosting
• Domains
• Contractors
• Platform charges
• Payment-processing charges
• Other approved external expenses

Once a third-party expense has been approved and incurred, it may not be refundable.

Rocket & Bloom cannot guarantee a refund from a third-party supplier and is not responsible for an amount that the third party lawfully refuses to refund.

Where possible, we will explain whether a proposed third-party expense is likely to be non-refundable before it is incurred.

Section 14

Refund processing

Approved refunds will be returned using the original payment method where reasonably possible.

We aim to initiate approved refunds within 10 business days after approval, unless:

• Applicable law requires a different period
• The payment provider requires another process
• Additional information is reasonably required
• The refund is subject to a third-party provider’s process

Banks, card issuers and payment platforms may require additional processing time before the funds appear in your account.

Refunds will normally be issued in the original transaction currency.

Exchange-rate changes, receiving-bank charges and external payment-provider charges are outside our control.

We will not deduct an undisclosed administrative penalty from a refund.

Section 15

How to request a cancellation or refund

To request a cancellation, refund or rescheduling, contact:

mieke@wonderwave.agency

Please include:

• Your full name
• The email address used for the purchase
• Your invoice or order number, where applicable
• The product or service purchased
• The date of purchase
• The reason for the request
• Relevant supporting information
• Your preferred resolution

We may request additional information where reasonably necessary to assess the request.

Submitting a request does not automatically mean that a full refund has been approved.

We will assess each request fairly according to:

• This policy
• The applicable proposal or agreement
• Work completed
• Expenses incurred
• The nature of the purchase
• Applicable consumer-protection law
• The individual circumstances

Section 16

Chargebacks and payment disputes

Please contact us first if you believe a payment:

• Was made in error
• Was duplicated
• Was unauthorised
• Relates to something that was not supplied
• Was processed incorrectly

We will investigate genuine concerns promptly.

Nothing in this policy prevents you from using any lawful dispute, complaint or chargeback right available through your bank or payment provider.

Knowingly submitting a false or misleading payment dispute may result in supporting records being supplied to the payment provider where legally permitted.

Section 17

International customers

Rocket & Bloom is operated from South Africa and may work with customers in other countries.

Mandatory consumer-protection rights in your country may also apply.

This policy does not exclude any mandatory right that legally takes precedence over it.

Currency-conversion differences, international bank charges and receiving fees are generally outside our control unless the charge resulted from an error by Rocket & Bloom.

Section 18

Changes to this policy

We may update this policy when:

• Our services change
• New products are introduced
• Payment methods change
• Our business processes change
• Applicable legal requirements change
• Clarification is reasonably required

The version in effect when a purchase was made will ordinarily apply to that transaction, unless applicable law requires otherwise.

The latest version will display its effective or last-updated date at the top of this page.

Section 19

Contact

Questions about this policy, refunds or cancellations may be sent to:

Brand

Rocket & Bloom

Operated by

Marike du Toit, better known professionally as Mieke du Toit

Trading name

Wonder Wave Creative

Legal status

A South African freelancer operating in her personal capacity. Wonder Wave Creative is a trading name and is not a separately registered company or legal entity.

Email

mieke@wonderwave.agency

Country

South Africa