Refund and Cancellation Policy

Heights Care (monthly plans)

• Heights Care is month to month, with no lock-in. You can cancel at any time by giving 30 days’ notice in writing. Email or WhatsApp is fine.
• We keep working on your profile until your notice period ends. The notice month is still billed.
• Care is billed monthly in advance. Work already done isn’t refunded, and there are no refunds for part of a month.
• We can also end Care by giving you 30 days’ notice.
• On Care Standard and Plus, if we miss the 4 business hour reply promise, that month’s Care fee is credited, as set out in our Terms and Conditions.

Heights Launch with a 3-month plan

• Heights Launch (R690 once-off) is included with Care Standard or Plus on a minimum of 3 full paid months.
• You can still give notice at any time. If Care ends before 3 full paid months, or you move down to Essential during that time, the R690 Launch fee becomes payable and we add it to your final or next invoice. This doesn’t apply if Care ends because we broke our agreement with you.
• After 3 full paid months, Care runs month to month with 30 days’ notice.

Once-off services

Heights Launch (R690). Before we start, we check that your business can have a Google Business Profile under Google’s rules. If you cancel before we start the build, we refund the R690 in full. If Google turns the profile down because of an eligibility problem our check should have found, we also refund the R690 in full. Otherwise the Launch fee isn’t refundable once we’ve started the build, including when Google is slow to verify or asks for another verification method, because Google sets that timeline and the work has been done.

Heights Audit. Five clear written gaps in five business days, or you don’t pay. If we miss that, we refund the audit fee in full. On Audit + Sprint, the promise covers the Full Heights Audit part, so we refund R2,900. If you cancel before we start, we refund what you paid in full. Once we’ve started the audit, it isn’t refundable, apart from this promise.

Sprint, Reply Rescue and Photo Lift. If you cancel before we start, we refund what you paid in full. Once work has started, we keep the fee for the work already done and refund the rest. An on-site shoot day is quoted separately, and the quote sets out its own cancellation terms.

Cooling-off rights. If the law gives you a cooling-off right on a service, for example under section 44 of the Electronic Communications and Transactions Act for a service agreed online, or section 16 of the Consumer Protection Act after direct marketing, you can use it and we’ll refund you as the law requires.

Review stands, NFC cards and other shop products

Change of mind (7-day cooling-off). You can cancel any online order within 7 days of delivery, for any reason and without a penalty. Return the item unused and in its original condition and we’ll refund what you paid, including any delivery charge. The only cost to you is the courier fee to send it back.

Printed products. Items printed with your business name or logo are made for you, so the 7-day change-of-mind return doesn’t apply to them. You always see and approve the details before we print. The 6-month warranty against defects still applies in full.

A product we’ve only programmed to your Google, Instagram or Facebook link isn’t treated as personalised. We can point it to a new link, so change-of-mind returns still apply.

Faulty or damaged items. Every product carries a 6-month warranty against defects, as the Consumer Protection Act requires. If an item arrives damaged, or stops working within 6 months of delivery, tell us. You choose a repair, a replacement or a full refund, and we cover the courier both ways. Normal wear, misuse or physical damage after delivery isn’t a defect, but we’re still happy to help.

Wrong order. If we send the wrong item, or it’s programmed to the wrong link, we’ll send the right one at no cost and arrange collection of the incorrect one.

Reprogramming. Changed your Google profile, Instagram handle or premises? We’ll reprogram your products to the new link at no charge, for as long as you own them. Most changes don’t need the product sent back.

How to cancel or start a return

• Heights Care or a service: email [email protected] or WhatsApp us on 075 330 9812, and tell us the plan or service you want to cancel. We confirm in writing.
• Shop products: WhatsApp us on 075 330 9812 or email [email protected] with your order number and a short note or photo of the issue. We’ll reply within 1 working day with a Courier Guy return code for the nearest Pudo locker.

How refunds are paid

• Refunds go back the way you paid: card, Apple Pay and Google Pay payments through Yoco to the same method, and EFT payments to the bank account you give us.
• For returned products, we refund within 5 working days of the item reaching us, and always within the 30 days the law allows.
• For services, we refund within 30 days of agreeing the refund.

Questions

Email [email protected] or WhatsApp us on 075 330 9812. Our Terms and Conditions cover the rest of how we work. Local Heights (Pty) Ltd, reg. no. 2026/820859/07.

Last updated: 16 October 2026