Promoflow – Terms & Conditions of Business

By placing an order with Promoflow (“we”, “our”, “us”), you (“the customer”, “you”) agree to the following terms and conditions of business.

1. Orders

1.1 All orders must be placed via our online store.
1.2 Prices displayed online are inclusive of configuration, branding, and applicable taxes, unless otherwise stated.
1.3 Courier/shipping costs are calculated automatically at checkout based on your basket weight and delivery option selected.
1.4 Orders are only confirmed once:

Full payment has been received and cleared via PayFast; or

EFT payments against a valid pro-forma invoice have cleared into our bank account.
1.5 Prices are valid at the time of order only and subject to change without prior notice.
1.6 All orders are subject to supplier stock availability. If a product is unavailable after payment, Promoflow will offer a suitable alternative or a full refund.

2. Artwork & Proofs

2.1 Customers must upload their logo or artwork during the product customisation step.
2.2 We provide free artwork setup, including redraws if required, to prepare files for production.
2.3 A realistic digital proof/mock-up will be supplied for approval.
2.4 No order will proceed to production until the customer has approved the final proof in writing (email or platform confirmation).
2.5 Promoflow accepts no liability for errors, omissions, or inaccuracies in artwork once a proof has been approved.
2.6 By uploading artwork, the customer warrants that they have the rights to use it and grants Promoflow a non-exclusive licence to reproduce such artwork solely for the purpose of fulfilling the order.

3. Production & Turnaround

3.1 Production lead times begin only after payment has cleared in full and proof approval is confirmed.
3.2 Standard turnaround times vary depending on product type and quantity; indicative lead times will be communicated at order stage.
3.3 Rush orders may be accepted subject to capacity and may attract a surcharge.

4. Delivery

4.1 Delivery will be made via the courier option selected at checkout.
4.2 Risk of loss or damage passes to the customer upon dispatch.
4.3 If goods are damaged or lost in transit, Promoflow will assist the customer in lodging claims with the courier. While liability rests with the courier, Promoflow may, at its discretion and subject to production capacity, assist in replacing goods at additional cost to the customer.
4.4 While every effort is made to meet delivery estimates, Promoflow is not liable for delays caused by courier services, customs, strikes, load shedding, or other circumstances beyond our control.

5. Payment

5.1 Payments may be made via PayFast (credit/debit card, instant EFT) or EFT against a pro-forma invoice.
5.2 EFT payments must clear into our account before the order proceeds to artwork or production. Proof of payment alone is not sufficient.
5.3 All prices are quoted in South African Rand (ZAR) and are subject to change without prior notice.
5.4 All online payments are processed securely through PayFast. Promoflow does not store customer card details.

6. Returns & Refunds Policy

6.1 As all products are custom-branded and made to order, returns and refunds are generally not permitted.
6.2 Exceptions will only be made in cases where goods are defective or do not match the approved proof.
6.3 Cancellations after proof approval will not be accepted, and the customer will remain liable for the full order value.
6.4 If a product is found to be defective:

• The customer must notify Promoflow within 5 working days of delivery.
• Claims must include clear photographic evidence of the issue.

Promoflow may, at its discretion, replace the defective goods or issue a full or partial refund.
6.5 Where a refund is authorised for customer-initiated reasons (e.g. cancellation before proof approval), it will be subject to a 15% administration fee deducted from the refund amount.
6.6 Where Promoflow cancels an order due to supplier stock shortages, system error, or force majeure, the refund will be processed in full with no admin fee.
6.7 Promoflow will not be held liable for:

• Errors in artwork or spelling approved by the customer at proof stage.
• Variations in colour within commercial printing tolerances (±10%). Pantone matches and exact colour reproduction across different substrates cannot be guaranteed.
• Variations in garment sizing of up to one size, depending on manufacturer and batch.
• Delays caused by third-party couriers once goods have been dispatched.

7. Liability

7.1 Promoflow’s liability is limited strictly to the value of the goods supplied.
7.2 Promoflow is not liable for indirect, incidental, or consequential losses, including but not limited to missed deadlines, lost opportunities, lost profits, or reputational damage.

8. Website Errors

8.1 While every effort is made to ensure pricing and product information is accurate, Promoflow reserves the right to cancel or amend any order where a system or pricing error has occurred.
8.2 In such cases, the customer will be notified and offered the option to proceed at the corrected price or receive a full refund.

9. Intellectual Property

9.1 The customer warrants that they have the right to use and reproduce any logos, trademarks, or artwork supplied.
9.2 Promoflow accepts no liability for infringement claims arising from customer-supplied artwork.

10. Force Majeure

10.1 Promoflow will not be liable for any delay or failure to perform due to events beyond our reasonable control, including but not limited to load shedding, power failures, supplier shortages, strikes, courier disruptions, or natural disasters.
10.2 Where such events prevent order fulfilment, customers may request a refund, which will be processed in full with no admin fee.

11. General

11.1 These terms are governed by the laws of the Republic of South Africa.
11.2 Any disputes will be subject to the jurisdiction of the South African courts.
11.3 Promoflow reserves the right to amend these terms and conditions at any time without prior notice.