Legal
Refund policy
We put our money where our mouth is. If we do not deliver, you do not pay.
30-day satisfaction guarantee
If you are not satisfied with the service in the first 30 days, tell us in writing and we will refund that month's fee in full. You keep any work we have already delivered. No negotiation, no penalty.
Service credits for guarantee breaches
Our guarantees are measured every month. Each breach triggers a service credit of 25% of that month's fee, up to a maximum of 100% of the monthly fee. The credit is applied automatically to your next invoice. You do not need to ask for it.
Outcome share at risk
20% of the monthly fee is tied to the agreed contribution-per-head target. If we do not hit the target, that portion is simply not invoiced for the month.
What is not refunded
We do not refund third-party costs we have already paid on your behalf, such as advertising spend or assessment fees. We also do not credit months where a guarantee was suspended because a dependency listed on the Guarantees page was not met by you.
How to request a refund
Email your account lead or hello@maclan.co.za with the month and reason. We review it within 5 working days and process the refund within 10 working days of approval.
Questions: hello@maclan.co.za