Overview
TOMM Strategy + Branding provides professional consulting, strategy, and creative services. Because our work involves the investment of time, expertise, and intellectual effort, our refund policy reflects the nature of service-based work.
In plain language: Deposits are non-refundable once work begins. Completed work is non-refundable. We will always try to make things right before it comes to that.
Deposits
A deposit is required before work commences on any project or consulting engagement. As such:
- Deposits are non-refundable once work has begun
- If a Client cancels before any work has commenced and within 48 hours of paying the deposit, a full refund may be issued at TOMM's discretion
- If TOMM is unable to commence or deliver the agreed services due to circumstances on our end, the deposit will be refunded in full
Project-Based Work
- Completed deliverables are non-refundable once delivered and approved (or deemed approved after 7 business days without response)
- If you are unsatisfied with a deliverable, please raise concerns in writing before the included revision rounds are exhausted
- Partial refunds may be considered at TOMM's sole discretion in cases where work has demonstrably not been delivered as agreed
- If a project is terminated early by the Client, fees for all work completed to date are payable and non-refundable
Monthly Retainer Agreements
- Monthly retainer fees are non-refundable once the billing period has commenced
- Unused hours or services within a billing month do not roll over and are not refundable
- Early termination before the 3-month minimum term does not entitle the Client to a refund of fees already paid; the Client remains liable for the remaining balance
- After the minimum term, either party may terminate with 30 days' written notice; no refund is due for the notice period already commenced
Disputes & Unsatisfactory Work
If you believe TOMM has not delivered services in accordance with the agreed scope, please contact us in writing within 7 business days of receiving the relevant deliverable. Resolution options may include additional revisions, partial credit toward future work, or a partial refund — assessed on a case-by-case basis at TOMM's discretion.
TOMM does not issue refunds on the basis of subjective dissatisfaction with a creative direction that was approved at an earlier stage.
How to Request a Refund
Contact us at mathilde@tomm.co.za with the subject line "Refund Request — [Your Name/Company]". Include your name, company, invoice/agreement reference, and a description of your concern. We will acknowledge within 2 business days and respond with a proposed resolution within 5 business days.
Governing Law
This policy is governed by the laws of the Republic of South Africa. In the event of a dispute that cannot be resolved directly, the parties agree to attempt mediation before pursuing legal proceedings.
Contact
Mathilde Tomson-Myburgh · TOMM Strategy + Branding · CIPC Reg. No. 2025/191572/07
mathilde@tomm.co.za · +27 61 401 5889