Frequently asked questions

How it works

1. You send a short request. On the home page, confirm your email with a 6-digit code we send you, then tell us the basics. It takes about two minutes.
2. We call you as soon as possible to understand what you need: goals, who'll use it, what it connects to, timing and budget. This call is free.
3. We send a project plan and quote. It lists each phase, the hours, the price and an estimated completion date.
4. You accept online. One click accepts both the quote and the matching agreement, and you get the signed PDF by email.
5. We start once the 30% deposit has cleared. You get progress updates throughout the project.

When do you work?

Monday to Friday, 10:00–15:00 South African time (SAST). We don't do project work on weekends or South African public holidays unless we've agreed it with you in writing beforehand. Agreed weekend or after-hours work is charged at a higher rate.

On weekends we provide support only. This covers incidents on systems we support for you under a support plan.

How do you estimate the completion date?

We add up the hours in your plan and schedule them into our working hours: 5 hours a day, weekdays only, excluding public holidays. The clock starts when your deposit clears, not when you sign.

The date is a good-faith estimate, not a guaranteed deadline. It moves later if we're waiting on you for information, access or approvals, if a payment is late, or if the scope changes.

What are the payment terms for projects?

Invoices are payable by EFT within the number of days stated on the invoice. If the progress payment is late, we may pause work, and the completion date moves out by the length of the pause. You own the finished work once everything has been paid in full.

What if a project needs to stop before it's finished?

Either party can end a project early, and there's a clear process for it. Nothing you've paid is forfeited: every payment is applied to the work actually done, and anything above that is refunded within 14 days.

• If you cancel: you can cancel at any time. You pay for the work done up to then and approved costs already committed, and we refund the rest.
• If something unforeseen makes the work unworkable: for example a third-party system is withdrawn, or a technical or legal blocker appears. We pause the affected work, explain it, and agree the way forward with you: a change in scope, another solution, more discovery, a new timeline, or ending the project. If it ends, you pay only for the work done.
• If there's a breach: such as an unpaid invoice or long silences when we need input. We send a written notice, and you have 20 business days to put it right before we can cancel. The same applies the other way round.
• If we both agree to stop "as is": we settle on the work done so far, or on an amount we agree.

In every case you get an itemised Close-Out Statement showing the work done, the value of the work done, what you've paid, and the balance or refund. We then hand over all work in progress: code, documentation, data and access. Full details are in clause 10 of the Project Services Agreement.

Cooling-off: if we approached you (rather than you contacting us), you can cancel within 5 business days of signing without reason or penalty, and we don't start work in that time unless you ask us to.

How does the monthly support plan work?

• A fixed monthly fee covers an agreed number of support hours each month. It's invoiced in advance.
• Extra hours beyond the allowance are billed at the overage rate, and only with your approval (except for critical P1 incidents). We warn you when 80% of the month's hours have been used.
• Tools are billed to you on top of the fee. This includes hosting, cloud, domains, email services, SaaS subscriptions, APIs and licences. They're billed at cost with itemised lines, and we ask before adding any new paid tool above an agreed amount.
• Minimum term: there's a short minimum term, after which the plan runs month to month.

See the Support Services Agreement.

Do you work with companies outside South Africa?

Yes. Quotes are in South African rand (ZAR), our working hours are in SAST, and the agreements fall under South African law.

What happens to my information?

We use your details only to respond to your request and to provide the work we agree on. We handle them in line with POPIA. See the privacy notice.

Why do you ask for a work email?

Business email addresses help us confirm we're talking to the right organisation, so we prioritise them. We still reply to personal email addresses.

Why do I need to confirm my email?

Before you send a request, we email you a 6-digit code. Entering it confirms the address is really yours, so our plan, quote and agreement reach the right person. If the code doesn't arrive, check your spam folder or use the Contact us directly link on the form.