Terms and Conditions

Effective 29 October 2026

Jump to: Delivery Policy · Cancellation Policy · Refund Policy

1. Introduction

These terms and conditions apply to every purchase made on www.ketnal.co.za and to every service supplied by Ketnal Creations (Pty) Ltd (“Ketnal”, “we”, “us”). By placing an order, accepting a quote or paying an invoice, you (“the client”) accept these terms.

These terms are subject to the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA) and the Protection of Personal Information Act 4 of 2013 (POPIA). Nothing in these terms limits any right you have under those laws.

2. Company Details

• Legal name: Ketnal Creations (Pty) Ltd
• Registration number: 2025/848374/07
• Directors: Sanderan Lutchmanan Govender
• VAT number: 4730324169
• Physical address: Suite 15, Warne House, 7 Garlicke Drive, Ballito, 4420, KwaZulu-Natal, South Africa
• Telephone: 032 586 0815 (office) / 084 414 1267 (mobile)
• Email: accounts@ketnal.co.za
• Website: www.ketnal.co.za
• Office hours: Monday to Friday, 08:00 to 16:30, excluding public holidays

3. Services and Prices

Ketnal supplies digital services: website design and development, website hosting, business email, domain registration and transfers, SEO, Google Ads management and social media management. We do not sell or ship physical goods.

Our monthly website packages are 12-month contracts, billed monthly:

• Basic Package: R399 per month (2 to 3 page website)
• Starter Package: R499 per month (3 to 5 page website)
• Business Package: R799 per month (5 to 8 page website)
• Premium Package: R1,299 per month (5 to 8 page premium website)

The full inclusions of each package are listed on its product page at www.ketnal.co.za/shop. Other services are priced on the website or in a written quote, valid for 30 days.

All prices are in South African Rand (ZAR) and include VAT where applicable. Third-party costs, such as domain registry fees, software licences and advertising budgets, are shown to you before you pay.

4. Payment

Payment processor. All online payments on www.ketnal.co.za are processed securely by Payfast. You can pay by credit or debit card, Instant EFT or any other method Payfast offers at checkout. We also accept EFT payments against an invoice.

Payment security. When you pay online you are sent to Payfast’s secure payment page. Payfast is PCI DSS compliant and encrypts your payment details. Ketnal never sees or stores your card number, expiry date or CVV.

Monthly website packages. Monthly website packages are 12-month contracts, billed monthly in advance. The first payment is taken when you order, and the same amount is then charged automatically through Payfast on the same day each month for the 12-month term.

Failed payments. If a monthly payment fails, we will notify you by email and give you 3 days to pay. After that, services may be suspended on written notice, and the contract may be ended if the account is still unpaid 30 days after the payment date.

Price changes. Your monthly package price is fixed for the 12-month contract term. We give at least 30 days’ written notice of any price change that applies after the term ends.

A payment confirmation and tax invoice are emailed to you after every successful payment.

5. Delivery Policy

Method of delivery. All Ketnal services are delivered electronically. Login details, previews, files and confirmations are sent to the email address you provide when ordering, and websites are delivered by publishing them live on your domain. No physical goods are shipped, so no shipping or delivery fees are charged.

Delivery area. We supply our services to clients in South Africa and, by agreement, elsewhere. All amounts are billed in ZAR.

Delivery times are counted in business days (Monday to Friday, 08:00 to 16:30, excluding public holidays):

• Hosting and email setup: within 2 to 5 business days of payment
• New domain registration: within 2 to 5 business days of payment, subject to the domain registry
• Domain or CIPC domain transfer: usually within 5 business days, subject to the releasing registrar
• Website first draft: within 10 business days of receiving all your content (text, logo and images); custom and Premium websites as stated in your quote
• Each round of changes: within 5 business days of receiving your feedback
• Website go-live: within 2 to 5 business days of your written approval
• Monthly maintenance requests: within 3 to 5 business days

Delays. Delivery times depend on you supplying complete content, approvals and access details. Delays caused by the client, domain registries or events outside our control extend the delivery time accordingly, and we will keep you informed.

Late delivery. If we fail to deliver within the stated time for a reason within our control, you may agree to a new date or cancel the affected service and receive a full refund for the part not delivered.

Completion. Delivery is complete when we email you the login details or confirmation for the service, or when your website is published live.

6. Cancellation Policy

Cooling-off period. If you are a consumer and bought online, you may cancel within 7 days of the agreement without reason or penalty, as provided by section 44 of ECTA. Under section 42(2) of ECTA this right does not apply to services you asked us to start within those 7 days, but we will still refund you as set out in section 7, less the value of work already done.

Direct marketing. If you bought as a result of direct marketing (for example, we called or emailed you first), you may cancel in writing within 5 business days, as provided by section 16 of the CPA.

Monthly website packages (12-month contracts).

• Your contract runs for 12 months from the date of your first payment.
• You may cancel before the 12 months end by giving 20 business days’ written notice to accounts@ketnal.co.za, as provided by section 14 of the CPA. A reasonable cancellation penalty may be charged for cancelling early, as allowed by the CPA and its regulations. We confirm the amount in writing before the cancellation takes effect.
• Between 40 and 80 business days before your contract ends, we remind you in writing of the end date. Unless you tell us otherwise, the contract then continues month to month. You may then cancel at any time with 20 business days’ written notice and no penalty.
• We confirm every cancellation in writing within 1 business day. When the cancellation takes effect, we stop your Payfast recurring payment and no further amounts are charged.

After cancellation. Your website, hosting and email are switched off at the end of the paid period. On request, we send you a copy of the content you supplied before that date. Your domain name remains registered in your name, and we will assist with transferring it to another provider. Website design files created on a monthly package remain Ketnal’s property, but may be bought out for a fee we quote in writing.

Cancellation by Ketnal. We may cancel an agreement on 30 days’ written notice and refund any amount paid for services not yet delivered. We may suspend services immediately, with notice of the reason, if our services are used for unlawful content, spam or malware.

7. Refund Policy

Full refunds are given for:

• cancellations within 7 days of the first payment where no work has started;
• duplicate, incorrect or unauthorised payments;
• services we cannot provide or fail to deliver (see section 5).

Partial refunds are given for:

• cancellations within 7 days where work has already started at your request: the amount paid less the value of the work done, with an itemised breakdown;
• services not performed to the quality promised, where we cannot fix the problem: a reasonable portion of the price, as provided by section 54 of the CPA.

Not refundable:

• monthly fees already paid for a monthly package cancelled after the first 7 days;
• domain registrations and renewals already processed with the registry, because the domain is registered in your name;
• advertising budget already spent on Google Ads or social media platforms (unspent budget is refunded);
• third-party licences already purchased for you, unless the supplier refunds us.

How to request a refund. Email accounts@ketnal.co.za with your name, invoice or order number and the reason for your request. We acknowledge your request within 2 business days and give you our decision within 5 business days.

How refunds are paid. Approved refunds are paid back to your original payment method through Payfast, or to the bank account you paid from for EFT payments. Refunds are processed within 10 business days, and in all cases within 30 days of cancellation as required by ECTA. Your bank may take a further 3 to 10 business days to reflect the funds. No refund fee is charged to you.

Chargebacks. Please contact us before disputing a payment with your bank so that we can resolve the matter quickly. This does not limit your right to dispute a transaction.

8. Privacy and Security

We collect only the personal information needed to supply our services (name, contact details, business and billing details) and process it in line with POPIA. We do not sell your information, and share it only with service providers who need it to deliver our services, such as Payfast, domain registries and hosting providers, or where required by law. You may ask to access, correct or delete your information by emailing accounts@ketnal.co.za. Our Information Officer is Nicholas Naidoo.

Our website is secured with an SSL certificate, and card details are handled only by Payfast.

9. Liability

Please note: this section limits our liability. Ketnal is not liable for losses caused by events outside our reasonable control, such as power outages, internet or registry failures, or third-party platform outages, or, except in cases of gross negligence or intent, for indirect or consequential loss. Our total liability for any claim is limited to the fees paid in the 3 months before the claim arose. This does not limit any right or liability that cannot be limited under the CPA or other law.

10. Complaints and Disputes

Please send complaints to accounts@ketnal.co.za or call 032 586 0815. We acknowledge complaints within 2 business days and aim to resolve them within 10 business days. If we cannot resolve a dispute, you may refer it to the Consumer Goods and Services Ombud (www.cgso.org.za), the National Consumer Commission (www.thencc.gov.za), or the Information Regulator for privacy matters. These terms are governed by the laws of the Republic of South Africa.

11. Changes to These Terms

We may update these terms from time to time. The version published on the website on the date of your order applies to that order. Clients with active contracts are notified by email at least 30 days before a material change takes effect.