1. Scope
This policy applies to Arctex Property Studio subscriptions and photography, video, drone, virtual-staging and related media services sold by Arctex. A quotation or written booking confirmation may include project-specific terms. Nothing in this policy limits rights that cannot lawfully be excluded under South African consumer law.
2. How to request a cancellation or refund
Email support@arctex.co.za or info@arctex.co.za. Include your name, account or agency name, invoice or payment reference, the service concerned and the reason for the request. Photography cancellations and rescheduling requests must be made in writing.
3. Property Studio subscriptions
Free trial
The 14-day trial does not require a payment card. Because no payment is taken for the trial, there is no trial payment to refund.
Cancelling a monthly subscription
You may cancel before the next billing date through an available in-app cancellation option or by contacting support. Cancellation prevents the next renewal. Unless a refund is approved, access continues until the end of the paid subscription period.
Refund eligibility
- First subscription payment: You may request a full refund within 7 calendar days of the first monthly payment. Paid access may end when the refund is processed.
- Renewal payment: A renewal may be refunded when requested within 48 hours of the charge and the account has not been used after renewal.
- Duplicate, incorrect or post-cancellation charge: Arctex will provide a full refund once the error or valid prior cancellation is verified.
- Unused time: Partial refunds are not normally provided for an unused portion of a monthly period after the applicable refund window.
- Material service problem: If a substantial paid feature is unavailable for a significant period, Arctex may provide a service credit, extend the subscription or issue an appropriate refund based on the circumstances.
4. Photography and media bookings
Client cancellations and rescheduling
- More than 48 hours before the appointment: Choose a full refund or reschedule once without a fee.
- Between 24 and 48 hours before the appointment: Reschedule once without a fee. For a cancellation, Arctex may retain up to 25% of the booked service price and will refund the balance.
- Less than 24 hours before the appointment: Arctex may retain up to 50% of the booked service price and will refund the balance. This also applies when access is unavailable, the property is not ready or the client or responsible contact does not attend.
If work has already started, any refund will take account of completed work and reasonable, non-recoverable costs incurred for the approved booking.
Weather, safety and circumstances outside either party's control
If unsafe weather, drone restrictions, site-access restrictions or another event outside reasonable control prevents the service, Arctex will offer a reasonable new date without a rescheduling fee. If no reasonable alternative date can be agreed, Arctex will refund the part of the service that was not performed.
If Arctex cancels
If Arctex cannot provide the booked service, you may choose a reasonable replacement date or a full refund for the unperformed service.
Delivery concerns
Please report a material problem with delivered photography or media within 7 calendar days of delivery. Where appropriate, Arctex will correct, re-edit, replace or complete the affected work. Your applicable statutory rights remain available.
5. Refund processing
Approved refunds are submitted to the original payment method within 7 business days. Your bank or payment provider may take additional time to show the credit. Arctex will confirm when the refund has been submitted.
6. Contact
For cancellation, rescheduling or refund help, email support@arctex.co.za or info@arctex.co.za.