DokKit Refund and Remedy Policy

Scope

This policy applies to DokKit’s downloadable digital Products and must be read with the Website Terms, Digital Delivery Policy, Template Licence and the description and manifest of the Product purchased.

Statutory rights are preserved

Nothing in this policy excludes, limits or waives a right or remedy that cannot lawfully be excluded. Where the Electronic Communications and Transactions Act, Consumer Protection Act or another applicable law gives you a right to cancel, receive a refund, require replacement or obtain another remedy, that right applies.

Contractual change-of-mind cancellation before file access

DokKit will cancel and refund an order if a complete request is received within seven calendar days after purchase and DokKit’s records confirm that no Product file has been accessed or downloaded. Displaying the order-confirmation page by itself is not treated as downloading a file.

Email support@dokkit.co.za promptly because secure access is supplied shortly after payment. This contractual promise is additional to, and does not replace, any statutory cooling-off right.

Change of mind after file access

Once any Product file has been accessed or downloaded, DokKit does not ordinarily offer a voluntary change-of-mind refund because a reusable editable file cannot practically be returned. This rule applies only to the extent permitted by law.

Depending on the transaction, section 44 of the Electronic Communications and Transactions Act may provide a seven-day cooling-off right and section 42 may exclude that right for specified transactions. DokKit will honour whichever statutory rule applies to the actual transaction.

Non-delivery, wrong files and material misdescription

Contact DokKit if you paid successfully but did not receive access after reasonable troubleshooting; received the wrong Product; received missing, corrupt or inaccessible files; or received a Product that materially differs from the published description or manifest.

DokKit will investigate the order and relevant technical records and provide the remedy required by applicable law.

Defective digital Products and Consumer Protection Act remedies

The Consumer Protection Act includes specified intangible products and licences within its definition of goods. Where the Act applies and a Product fails to meet its applicable quality standards, the consumer retains the statutory remedy and choice provided by the Act, including any applicable right to repair, replacement or refund.

DokKit may offer a fresh link, corrected file or replacement, but will not use a “remedy first” rule to override a consumer’s statutory choice.

Duplicate and unauthorised charges

DokKit will refund a verified duplicate charge. If you believe a payment was unauthorised, contact your bank or payment provider promptly and notify DokKit. DokKit may request reasonable verification, suspend the related download and cooperate with a legitimate investigation.

Requests not ordinarily refundable

Subject to mandatory law, DokKit does not ordinarily refund merely because you changed your mind after file access; bought the wrong Product after the page and cart clearly identified it; lack the software disclosed on the Product page; no longer need the Product; expected a business result that was not promised; require bespoke professional advice; or damaged or altered a working file after download.

DokKit may still provide reasonable assistance or a discretionary exchange.

How to request help or a refund

Email support@dokkit.co.za with the subject “Refund or remedy request”. Include your order number, payment email, Product name, payment date, remedy requested and a clear explanation. Attach screenshots or error messages where relevant.

Never send full card details, passwords or one-time PINs.

Response and decision timing

DokKit aims to acknowledge a complete request within two business days and provide a decision or remedy within five business days after receiving the information reasonably needed to investigate. If a complex payment or technical case needs longer, DokKit will explain the reason and next step.

Refund method and timing

An approved voluntary refund will be initiated to the original payment method within seven business days after approval. PayFast and the customer’s bank may take additional time to reflect the credit.

If a statute requires a refund by a different deadline or method, the statutory requirement prevails. For example, where an Electronic Communications and Transactions Act cooling-off cancellation applies, the refund must be made within the statutory period.

Fraud, abuse and licence breaches

DokKit may refuse a discretionary refund where there is credible evidence of fraud, repeated abusive requests, public redistribution, licence breach or an attempt to keep and exploit a Product without paying. This does not remove a mandatory statutory right or prevent a legitimate complaint.

Escalation

If a complaint is not resolved, ask DokKit for its final written response. You may then use any court, National Consumer Commission process, accredited ombud or other statutory dispute-resolution process with jurisdiction.

Examples of issues DokKit will investigate

• A verified payment with no secure access after reasonable troubleshooting.
• A missing, corrupt or inaccessible file.
• A Product that materially differs from the published description or manifest.
• A duplicate charge for the same order.
• A working file that contains a defect covered by an applicable statutory quality guarantee.