When you get your money back.

Who this policy is between.

This policy is between you and Setout, a South African sole proprietorship based in Bloemfontein, Free State. It forms part of our Terms of Service and covers everything you can pay for on setout.co.za.

All prices are in South African Rand. We are not VAT-registered, so the price shown is the price you pay. Payments are processed by PayFast. Refunds are returned through PayFast to the card or account you paid from — we cannot pay a refund to a different account.

Templates packs.

Templates packs are digital downloads. Section 44 of the Electronic Communications and Transactions Act 25 of 2002 gives you a seven-day cooling-off period on goods bought over the internet. Section 42(2) removes that right for digital material once it has been accessed, because a download cannot be returned.

The line we apply is the download link:

• ·Link never clicked. Write to us within seven days of purchase and we refund the full price, no questions asked.
• ·Link clicked. The licence has been delivered and the purchase is final.
• ·Files are defective. If a file is corrupt, will not open, or is materially not what the pack page described, we re-issue it. If we cannot make it work, we refund in full — this applies whether or not you clicked the link, and it is not limited to seven days.
• ·Charged twice. Duplicate transactions are refunded in full as soon as we see them or you tell us.

Buying a pack that turns out not to suit your project is not a defect. The pack pages list the contents and show sample pages so you can check the fit before paying. If you are unsure, email us before you buy and we will tell you honestly whether it covers what you need.

Professional services and retainers.

Contract administration retainers and custom AI Contract Assistant builds are agreed in a separate engagement letter. Where that letter says something different from this page, the letter governs that piece of work.

Absent anything else in writing:

• ·Before work starts. Cancel before we begin and you get everything back, less any third-party cost already committed on your instruction.
• ·After work starts. Fees for work already done are not refundable. Where a fee was paid in advance for a stage we have not reached, that portion is refunded pro rata.
• ·Monthly retainers. Either of us may end a retainer on twenty business days' written notice. The current month is billed in full; nothing beyond it is charged. We hand over the live files and correspondence before we stop.
• ·Work we cannot deliver. If we take on something and then cannot complete it, we refund everything paid for the part not delivered.

Free tools and the newsletter.

The calculators, cost data, generators and The Rate Sheet are free. There is nothing to refund. You can unsubscribe from the newsletter with the link at the foot of any issue, and it takes effect on the next send.

How to ask for a refund.

Email hello@setout.co.za from the address you used at checkout. Tell us what you bought, when, and what went wrong. You do not need an order number, though it helps if you have it.

• ·We acknowledge every request within two business days.
• ·We decide within five business days and tell you the reason either way.
• ·Approved refunds are submitted to PayFast the same day. Money usually lands back in your account within five to ten business days, depending on your bank.

If you disagree with our answer.

Come back to us first — most disputes are a misunderstanding about what a pack contained, and we would rather fix it than argue about it. If we still cannot agree, you may refer the matter to the National Consumer Commission or to the courts. Nothing on this page limits any right you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002 that cannot be limited by agreement.

Please raise a problem with us before lodging a chargeback with your bank. A chargeback on a delivered download costs us the disputed amount plus a bank penalty, and we can almost always resolve it faster directly.

Changes to this policy.

We may revise this policy. The date at the top reflects the last revision, and the version in force when you paid is the one that applies to that purchase.

How to reach us.

hello@setout.co.za — or the contact form. We are based in Bloemfontein, Free State, South Africa.