Legal

Refund Policy

What is refundable, what is not, how to ask for your money back, and how long it takes to reach you.

Last updated: 6 August 2026

1. Our approach

This policy applies to every payment made to KwicSpace (Pty) Ltd (2021/820233/07), whether paid by card, instant EFT, PayJustNow or bank transfer. It should be read with our Cancellation Policy and Terms of Service.

In short:

  • If we cancel, cannot perform the service, or take a payment in error, you get a full refund.
  • If you cancel before we have committed materials or time, you get a refund less any costs already incurred.
  • If the workmanship is defective, we fix it first — and refund if it cannot be put right.

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008.

2. What is refundable, item by item

What you paid for Refundable Not refundable
Site visit fee In full if you cancel at least 24 hours before the appointment, if we cancel or fail to arrive, or if we cannot service your area. Once the site visit has taken place, or if you cancel with less than 24 hours' notice or are not at the property for the appointment. The fee is instead credited against your project quotation.
Project deposit (60%) In full if you cancel before materials are allocated or ordered, or if we cancel the project. After allocation, the deposit is refunded less the handling fee described below. The handling fee of 35% of the total order value, once materials have been allocated or ordered on the strength of your deposit.
Progress and final payments Where work paid for was not performed, or was not performed to standard and cannot be remedied. Work already completed and accepted, and materials already installed.
Training deposit (50%) In full if KwicSpace cancels or postpones the training and you do not wish to move to another date. If you cancel or do not attend. The deposit may be transferred once to a later session at our discretion.
Subscriptions Duplicate or incorrect charges, and any amount billed after you cancelled. The current billing month once it has started. Cancelling stops future billing; it does not refund the month in progress.
Estimate credits Unused credits where the purchase failed, was duplicated, or was charged in error. Credits that have already been used to generate estimates, measurements or quotations.

Duplicate or failed payments are always refunded in full. If you were charged twice, charged after cancelling, or charged for a transaction that failed on our side, email us the payment reference and we will reverse it — no questions asked.

3. If you are unhappy with the work

Because installation is a bespoke service performed on your property, the first remedy is always repair. If you report a workmanship defect within 7 days of completion:

  1. We arrange an inspection, usually within 5 business days.
  2. Where the fault is ours, we repair or redo the affected area free of charge, including materials and labour.
  3. If the defect cannot reasonably be repaired, we refund the portion of the price attributable to the affected area.

Defects covered by your warranty certificate are handled the same way for the period stated on the certificate. Damage caused by impact, heat, harsh cleaning products, water ingress, substrate failure or third-party alterations is not a workmanship defect and is not refundable.

4. How to request a refund

  1. Email hello@kwicspace.co.za or call +27 10 541 2429 (Monday to Friday, 08:00 – 17:00 (SAST)).
  2. Include your name, quotation or booking number, payment date, amount and payment reference, and tell us briefly why you are requesting the refund. Photographs help for workmanship claims.
  3. We acknowledge every request within 2 business days and give you a decision within 10 business days, in writing.

5. How refunds are paid

  • Refunds are paid to the original payment method. Card payments are reversed through Paystack to the same card; instant EFT and bank transfers are paid back to the account the money came from; PayJustNow purchases are refunded through PayJustNow, which adjusts your remaining instalments.
  • We do not refund to a third party's account or to a different card.
  • Approved refunds are submitted within 2 business days of approval and typically reflect in 5 to 10 business days, depending on your bank or card issuer.
  • Refunds are made in ZAR (South African Rand) for the amount received. We do not charge a fee to process a refund.

6. Disputes and chargebacks

If you do not recognise a charge from KwicSpace, please contact us before lodging a chargeback — most queries are resolved the same day and a chargeback takes far longer to settle. If a dispute is lodged, we will supply the quotation, booking record and payment reference to the payment provider.

If a refund is not resolved to your satisfaction, you may escalate the matter as described in clause 13 of our Terms of Service.

Contact us

Any question about this page, an order, a payment or a refund can be sent to us directly:

KwicSpace (Pty) Ltd (trading as KwicSpace, formerly The Kitchen Wrap Company)
Company Registration No: 2021/820233/07
Grays Industrial Park, Unit 14
5 Birmingham Street
Benoni, 1501
Gauteng, South Africa
Email: hello@kwicspace.co.za
Telephone: +27 10 541 2429
Support hours: Monday to Friday, 08:00 – 17:00 (SAST)