Payments

Payments Policy

At UrbanStencil, we believe in transparency and simplicity when it comes to payments. As all our products are custom-made to order, it is essential that payments are handled efficiently and securely to avoid delays in processing, production, delivery, or installation.

🔹 1. Accepted Payment Methods

We offer a variety of payment methods depending on how the order is placed:

Online Orders via Website

  • Payments are made in full (100%) at checkout.

  • Accepted payment methods include:

    • Debit or Credit Cards (Visa, Mastercard)

    • Instant EFT via PayFast (compatible with most major South African banks)

Custom Orders / Quotations

For customer-specific jobs, including:

  • Custom design work

  • Large or complex installations

  • Bulk orders

We require:

  • 80% deposit upon accepting the quote (before any design or production begins)

  • 20% balance due upon completion, before delivery or immediately after installation

Payment methods accepted:

  • EFT (Electronic Funds Transfer) to our business account

  • Cash (by arrangement only):

    • During an in-person consultation with our representative, or

    • Upon completion of an installation (if agreed beforehand)

🔸 Important: All custom orders are only confirmed once the 80% deposit is received.

🔹 2. Payment Gateway Security

For all website transactions, we use PayFast, a secure and PCI DSS-compliant payment gateway in South Africa. PayFast supports:

  • Visa & Mastercard credit/debit cards

  • Instant EFT via major SA banks

When checking out, you will be redirected to PayFast’s secure payment portal to complete your transaction. UrbanStencil does not store any payment information on our servers.

🔹 3. Payment Timing & Order Progression

  • Website Orders: Payment is required in full before any production or shipping can begin.

  • Custom Orders:

    • 80% upfront before design or production starts

    • 20% on delivery or after installation

🚫 If the deposit is not received within the timeframe provided on the quote, the order may be cancelled, and production will not begin.

  • Installation Fees: Included in the final quote for custom orders, not charged separately. Installation is only scheduled once payment terms are met.

🔹 4. Invoicing & Proof of Payment

  • A formal invoice is issued for all website and custom orders.

  • Receipts for successful online transactions are sent automatically via email.

  • For EFT payments, customers are required to email proof of payment to info@urbanstencil.co.za.

Please use your Order Number or Quote Reference as the payment reference to avoid delays.

  • VAT Invoicing:
    We are currently not VAT-registered and do not issue VAT invoices. This may change in the future as the business grows.

🔹 5. Failed or Declined Payments

If a payment fails or is declined:

  • The order will be automatically cancelled and no production will commence.

  • Customers are encouraged to:

    • Retry with a different card or method

    • Contact their bank for payment approval

    • Request a manual quote to complete the payment via EFT

UrbanStencil is not responsible for delays caused by failed or delayed payments. Production starts only after successful payment confirmation.

🔹 6. Refunds & Reimbursements

Refunds are handled in accordance with our Refunds & Returns Policy, but here are key points specific to payments:

  • Refunds will be processed back to the original method of payment, or via EFT in the case of manual/custom payments.

  • Refunds are initiated within 1–3 business days of confirmation that the customer qualifies for a refund.

  • Bank processing times may vary and are outside our control.

We do not issue refunds in cash under any circumstances.

🔹 7. Fraud Prevention & Payment Security

  • Our website is protected with SSL encryption to ensure secure browsing and checkout.

  • All online transactions are processed via PayFast, which meets strict financial industry security standards.

  • We do not request sensitive payment information via email, phone, or chat.

  • In the event of suspicious or unusually large transactions, UrbanStencil reserves the right to:

    • Delay the order

    • Request additional verification

    • Cancel the transaction and issue a refund if fraudulent activity is suspected

🔹 8. Late or Outstanding Payments

All orders are Cash on Delivery (COD) in principle for custom work. This means:

  • The final 20% payment must be settled before or at the time of delivery/installation

  • If payment is not received:

    • The order will not be delivered

    • Installation will be postponed

    • Storage or re-delivery fees may apply if the customer is unavailable or unable to pay

We do not currently offer trade credit or post-delivery invoicing. Full payment must be secured before order completion.

🔹 9. Questions or Concerns

If you have any issues, uncertainties, or special requests regarding payment options or schedules, please reach out before placing your order:

📧 info@urbanstencil.co.za
📞 +27 82 660 6481