Last updated 4 September 2026
Console subscriptions start with a free trial — no payment is taken, so there’s nothing to refund if you cancel during the trial.
Any website build, or custom/bespoke development work on the console, requires a deposit before we start. The deposit secures your slot and covers the work we begin immediately after it’s paid. If you cancel before we’ve started any work, we’ll refund the deposit in full. Once work is underway, the deposit is not refundable — no exceptions. This is the deposit’s purpose: it isn’t a booking fee, it’s payment for work as it happens.
These are billed monthly in advance. To cancel, email us at least 1 calendar month before you want billing to stop — we’ll confirm the date access ends. We don’t refund any part of a month already paid for; you keep access for the full period you’ve paid.
If we’ve made a billing mistake — charged you twice, charged after a cancellation should have taken effect, or something similar — email us and we’ll refund it. That’s always on us, not you.
Email shaun@substratestudios.co.za with your business name and what happened. We’re a small, hands-on team, so please bear with us — we’ll get back to you during business hours as soon as we can.
If a charge looks wrong, please contact us directly first — we can usually sort it out faster than a card or bank dispute, and it avoids unnecessary fees on both sides.