This Refund & Cancellation Policy explains how GeoSimpli ("we", "us", or "our") handles cancellations, refunds, and payment disputes for our Generative Engine Optimisation (GEO) services. It should be read together with our Terms and Conditions.
Our business model
GeoSimpli is a managed GEO agency, not a self-service software product. We audit, optimise, and manage AI visibility work on behalf of small businesses. Fees typically cover professional setup work and ongoing management — not access to a downloadable SaaS application.
When fees apply
Indicative pricing is shown on our pricing page. Final fees are confirmed after a free audit or consultation and client approval of the agreed scope. Payment is requested only once the plan or package has been selected (or approved in writing for custom work). Setup fees, one-time packages, and any recurring management fees are communicated before payment is made.
Once-off and setup fee refunds
Once-off packages and setup fees (for example Audit Only or Quick Boost) cover discovery, audit work, optimisation, configuration, and delivery support for the approved scope.
- Before work begins: If you cancel after paying but before we commence delivery work, you may request a full refund within 14 days of payment.
- After work has started: If work has already commenced, refunds are assessed fairly based on work completed, third-party costs already incurred, and the stage of delivery. Partial refunds may be offered where appropriate.
- After delivery: Once the agreed deliverables have been provided according to the approved scope, once-off and setup fees are generally non-refundable, except where we have failed to deliver the agreed scope and cannot remedy the issue within a reasonable period.
Ongoing management fees
Where a monthly management fee applies (for example the Growth Plan), it covers ongoing GEO work such as content and authority support, monitoring, refinements, and monthly reporting.
- Monthly management may be cancelled or paused by giving us written notice via email. We aim to make cancellation straightforward — no long lock-in for standard plans.
- Cancellation takes effect at the end of the current billing period unless otherwise agreed in writing.
- Management fees already paid for the current period are generally non-refundable.
- We do not charge cancellation penalties for standard managed plans unless a separate written agreement states otherwise.
Service guarantee
Where we publish a service guarantee (for example a 90-day measurable-improvement commitment on selected plans), the remedy described on our pricing or proposal materials applies. That may include additional work at no charge rather than an automatic cash refund, unless we agree otherwise in writing.
Scope changes and dissatisfaction
If you are unhappy with progress or delivery, contact us promptly at dewald@geosimpli.com so we can review the issue against the approved scope. Where work has not met the agreed scope, our first step is remediation or reasonable rework — not automatic cancellation.
If we cannot resolve a legitimate delivery concern within a reasonable timeframe, we will discuss an appropriate remedy, which may include a partial refund, scope adjustment, or service cancellation.
How to request a refund or cancellation
Please email us with:
- Your name and business name
- Payment reference or invoice details
- Whether you are requesting a cancellation, refund, pause, or dispute review
- A brief explanation of the reason for your request
We aim to acknowledge refund and cancellation requests within 3 business days and provide a substantive response within 10 business days, subject to the complexity of the case.
Chargebacks and payment disputes
Payments may be processed through approved providers such as Payfast, Paystack, or NOWPayments, depending on the checkout method used. If you have a concern about a charge, please contact us first so we can investigate before initiating a chargeback. We will cooperate with the payment provider and provide relevant records where required.
Where a chargeback is received, we may pause active service delivery until the dispute is resolved, to the extent permitted by law and our service agreement.
Exceptions
Nothing in this policy limits your rights under applicable South African consumer protection law where those rights apply. Custom enterprise agreements or signed statements of work may include different terms, in which case the signed agreement prevails.
Contact
For refund, cancellation, or billing questions, contact dewald@geosimpli.com or use our contact page.