Clear and simple — no refunds, no surprises.
Last updated: 24 August 2026 · The Masked House Pty Ltd
The Masked House Pty Ltd does not offer refunds on any service, including hosting, email hosting, domain registrations/renewals, and custom IT services, except where a refund is required by South African law.
You may cancel any service at any time by logging a ticket in the client portal or emailing tmhsupport@themasked.co.za. When you cancel:
• Your service stays fully active until the expiry date of the period you have already paid for — you lose nothing you've paid for.
• The service simply does not renew, and no further invoices are issued for it.
• Cancellation requests received after a renewal invoice has been paid take effect at the end of that paid period.
• On expiry, hosting data is removed from our servers after a reasonable grace period — please download anything you need before then.
Monthly auto debit (PayFast subscription) payments already collected are not refundable. You may cancel the subscription at any time via a portal ticket or through PayFast — the cancellation takes effect from the next billing cycle, and your service then continues on manual monthly invoicing or lapses at the end of the paid period if cancelled entirely.
Domain registrations, transfers and renewals are submitted to the registry immediately and are non-refundable and non-reversible. A cancelled domain remains yours until its expiry date and simply is not renewed.
Custom IT work invoiced to your account is non-refundable once the work has been performed. If a scoped project is cancelled before work begins, only amounts for work not yet performed may be credited at our discretion.
Nothing in this policy takes away rights you cannot waive under South African law, including, where applicable: the 7-day cooling-off right for certain electronic transactions under section 44 of the Electronic Communications and Transactions Act 25 of 2002 (which does not apply to services already performed or to domain registrations executed at your request); and any applicable rights under the Consumer Protection Act 68 of 2008. Where such a right applies, we will honour it.
If you believe an invoice is wrong, log a billing ticket within 14 days of the invoice date and we will investigate and correct genuine errors by credit note against your account.
Please contact us before initiating a card chargeback — unwarranted chargebacks may result in suspension of services and recovery of chargeback fees.
