Refund Policy

This Refund Policy forms part of, and should be read together with, the 11&1 Terms & Conditions and your Service Level Agreement. It applies to all 11&1 subscriptions, operated by 30 Works (Pty) Ltd t/a 11&1 Agency (“11&1”, “we”, “us”).

1. Subscription billing

11&1 subscriptions are billed monthly, in advance, on a 31-day billing cycle. By subscribing, you authorise us to charge your chosen payment method at the start of each billing cycle until you cancel.

2. Pausing your subscription

Need a breather? You can pause your subscription at any time instead of cancelling. Any unused days in your current billing cycle are held for you and pick up again when you reactivate. For example, if you pause after 18 days, the remaining 13 days are waiting for you when you’re ready to go again.

3. Cancellations

You can cancel your subscription by giving us one month’s written notice by email to admin@11and1.com. Your service continues through the notice period, and billing stops once it ends. Cancelling doesn’t automatically entitle you to a refund for the current billing cycle — see below.

4. General refund position

Because 11&1 provides services (your designer’s time, creative direction, project management and the work they produce) rather than physical goods, we don’t refund partial or unused portions of a billing cycle, except where required by South African law, including the Consumer Protection Act 68 of 2008 where it applies to the services provided. That’s what pausing is for: your unused days stay yours.

5. Exceptions — when a refund will be considered

We will consider a refund, in whole or in part, where:

• You were billed in error (e.g. a duplicate charge or an incorrect amount);
• The service was materially unavailable or not delivered as described, through fault of 11&1, for a continuous period of more than three (3) business days, and we’re unable to put it right within a reasonable time; or
• A refund is otherwise required by applicable law.

6. Trials and introductory offers

Trial periods and introductory offers (such as a discounted first month) are limited to one per person or business and can’t be renewed or repeated. No refund applies to a trial period.

7. How to request a refund

Email admin@11and1.com with your company name, the invoice or transaction reference, and the reason for your request. We’ll acknowledge your request within 5 business days and resolve it within 5 business days of acknowledging it.

8. Chargebacks and disputes

If you think a charge is wrong, please talk to us first so we can look into it and sort it out quickly. Raising an unsubstantiated chargeback with your card issuer instead of contacting us may delay resolution.

9. Changes to this policy

We may update this Refund Policy from time to time. The version in force is the one published on this page.

10. Contact

Billing and refund queries: admin@11and1.com

Registered business: 30 Works (Pty) Ltd t/a 11&1 Agency (Reg. 2015/046999/07, VAT 4130284898), 51 6th Avenue, Walmer, Port Elizabeth, 6065, South Africa, +27 61 512 6095