KAGO does not sell a stock product off a shelf. When you buy, we build a brand-new pack for your specific company, in your name and on your brand. Because that work is made to your order and personalised to you, it cannot be returned for a change of mind, in the same way a tailor cannot un-sew a suit cut to your measurements. What you are always protected on is quality, honest descriptions, and us actually delivering.
01 The short version
Not refundable
- Change of mind after we have started building your bespoke pack.
- You decide not to go ahead with your business.
- A funder says no to your application.
- You gave us information that turned out to be wrong.
Covered
- We fail to deliver your order at all.
- There is a real, material defect we cannot fix within the revision.
- You cancel before we have started building.
- We charged you in error or for something you did not order.
The rest of this page explains each of these in full.
02 Why our work is not refundable for a change of mind
Everything KAGO builds is bespoke, made to your order. We build it to your company name, your brand, your sector and the details you give us. It is created specifically for you and is not a re-sold template or a stock item.
Under South African law, the standard seven-day cooling-off right for online purchases, in section 44 of the Electronic Communications and Transactions Act (ECTA), does not apply to a KAGO order, on two independent grounds:
- The work is made to your specifications. Section 44 excludes goods and services that are made to the consumer's specifications or that are clearly personalised. Each KAGO pack is built to your company, your brand and your sector, so it is exactly that kind of made-to-order, personalised work.
- The service begins with your consent before the seven days are up. Section 44 also excludes a service that begins, with the consumer's consent, before the end of the seven-day period. Once you complete your intake and give us consent to start, our build begins, and the cooling-off right falls away on that ground too.
Either ground on its own is enough. This means that once you complete intake and we begin building your pack, you cannot cancel and get a refund simply because you have changed your mind, or because your circumstances have changed, or because a funder later declined your application. By placing your order, paying, and consenting to us starting, you accept that we begin bespoke work for you and that the change-of-mind cooling-off right does not apply.
Think of a tailor who cuts a suit to your exact measurements. Once the cloth is cut and sewn to your body, it cannot be sold to anyone else and cannot be un-made. Our packs are the same: built to your business, they cannot be returned for a change of mind. But if the suit arrived with a genuine fault, the tailor would put it right, and so do we.
03 When a refund does apply
Even though the change-of-mind right does not apply to custom work, you are not without protection. The Consumer Protection Act gives you a right to work that is of reasonable quality and that matches what we described, and if it is defective or falls short of the agreed standard, to have it repaired, replaced or refunded. That right is never excluded, whether the work is custom-built or not. There are genuine situations where you are entitled to have things put right, or to a refund.
If we fail to deliver
If we do not deliver your order at all, and we cannot agree a reasonable new delivery time with you, you are entitled to a refund of what you paid for the part we did not deliver.
If there is a material defect we cannot fix
If your delivered work has a real, material defect, meaning it is genuinely faulty or is not what we described, we will first put it right using your included revision. If a genuine defect remains after that revision, your Consumer Protection Act right applies: you are entitled to have the work repaired or replaced, or to a refund appropriate to the defect, as the situation calls for. The included revision is the first remedy, not a limit on that right. A material defect means a real fault in the work, not a matter of taste, a preference you did not mention up front, or a change you now want that was not part of your original order.
If we billed you in error
If you were charged in error, charged twice, or charged for something you did not order, we will refund the incorrect amount.
These exceptions exist to keep our promises real. They are deliberately narrow because the work itself is genuinely custom-built.
04 Cancelling before work begins
There is a window before we start building. If you have paid but we have not yet started building your pack, you may cancel for a refund, less any third-party costs already paid on your behalf and any work already done at your request (for example a company registration already filed with CIPC).
Once we have started building your bespoke pack, the change-of-mind cooling-off no longer applies, as explained above. So if you are unsure, tell us before we begin. The fastest way to cancel in time is to message us on WhatsApp or email us right away, using the details at the bottom of this page.
05 The one revision round, your chance to get it right
Every item includes one revision round, unless a product page says otherwise. This is built in precisely so that small things that are not quite right can be fixed without anyone reaching for a refund.
You receive your pack, logo files or other work through a secure link.
Point out corrections and reasonable changes that fall within what you ordered. Send them together, in one message.
We apply your revision and deliver the updated files.
A revision means correcting or adjusting the work you ordered. It does not include a brand-new concept, a change of business or sector, or new items that were not part of your original order. Those are new work and can be bought as add-ons at the prices on our menu. If a genuine material defect remains after the revision, the exceptions in section 3 apply.
06 How to raise a concern
If something is wrong, please tell us early. We would much rather fix it than leave you unhappy. Here is how to raise it:
Message us on WhatsApp or email us, using the details below.
Describe the problem and, if you can, include a screenshot or the specific page. The clearer you are, the faster we can put it right.
We will look into it and, where it is a correction within your order, fix it. Where it is a genuine material defect, we apply section 3. We aim to reply promptly and to resolve concerns fairly.
07 Registration and third-party work
Some services, for example company registration at CIPC or work with SARS, involve fees and steps handled by a third party. Once a registration or filing has been submitted on your behalf, the third-party fee and the work already done cannot be refunded, because it has already been used to carry out your instruction. The outcome and timing of any government body are outside our control. This does not affect your right to a remedy if KAGO itself failed to do the work you paid us for.
08 How approved refunds are paid
Where a refund is due under this policy, we will pay it back to the same method you paid with, or by EFT if that is not possible, within a reasonable time after we have agreed the refund with you. We may ask you for the details we need to process it. A refund covers the amount for the affected item, less any third-party costs already spent on your behalf.
09 Your consumer rights are not taken away
Nothing in this policy takes away the rights you have under South African law, including the Consumer Protection Act. You are always entitled to services performed with reasonable care and skill, to work of a reasonable quality, and to accurate descriptions of what you are buying. This policy explains how those rights work alongside the fact that our work is custom-built. It does not try to exclude anything the law does not allow us to exclude. This policy forms part of our Terms of Service.
10 Contact us
To cancel in time, raise a concern, or ask a question about this policy, contact us:
KAGO, a brand of Kutlwano Holdings
Email: [email protected]
WhatsApp: 084 478 8872
Operating base: Soweto, Gauteng, South Africa
Registered address: Dobsonville, Soweto, Gauteng, South Africa
This policy is grounded in South African law. The change-of-mind position rests on section 44 of the Electronic Communications and Transactions Act 25 of 2002, which does not extend the seven-day cooling-off right to work made to your specifications, or to a service you consent to us starting before the seven days are up. Your protections rest on the Consumer Protection Act 68 of 2008: under sections 48 and 51 we cannot exclude your right to work of reasonable quality that matches its description, or your right to have a genuine defect repaired, replaced or refunded, and we do not try to.