Refund policy for digital downloads

How refunds work for our downloadable products (spreadsheet templates and digital tools). Last updated 27 September 2026.

In short:
  • Haven't downloaded the files yet? Cancel within 7 days for a full refund.
  • File doesn't open or doesn't work as described? Tell us within 14 days for a fix, a replacement or a full refund, whichever you prefer. Genuine defects remain covered for 6 months under the Consumer Protection Act.
  • Bought the same product twice by mistake? We refund the duplicate.
  • This policy never reduces your legal rights.

This policy applies to digital products sold by Ubuhlakani Labs (Pty) Ltd t/a AutonomyLabs through our Payhip shop (and Gumroad, if you bought there). For physical products bought on Amazon.co.za or Bob Shop, see Shipping & returns.

1. Cancelling before you download (cooling-off)

Section 44 of the Electronic Communications and Transactions Act (ECT Act) gives consumers a 7-day cooling-off period for many online purchases. Section 42(2) of the Act lists exceptions, including computer software that the consumer has unsealed and goods that by their nature cannot be returned. Once a digital file has been downloaded it can't be "returned", so in our view the cooling-off right generally no longer applies after download.

To keep things simple and fair: if you have not downloaded the files, you can cancel within 7 days of purchase for a full refund, no reason needed. Once you've downloaded the files, change-of-mind refunds aren't available. You're still fully covered if the product is faulty or not as described (section 2).

2. Files that don't work or aren't as described

If a file won't open, has an error, or doesn't do what the product page says, email us within 14 days of purchase. Tell us what happened and, if possible, which program and device you used. You can choose a fix, a replacement file or a full refund. We may ask a quick question or send a corrected file first to try to solve the problem, but if you'd rather have your money back, we'll refund you.

The Consumer Protection Act (CPA) treats software and data as "goods". If a product has a genuine defect, you keep your CPA rights (including sections 55 and 56) for 6 months after delivery, even after our 14-day period ends.

A refund isn't due just because a template doesn't suit a use the product page doesn't describe (for example payroll, or full double-entry accounting). If you're unsure, ask us before you buy or start with the free template.

3. Duplicate or mistaken purchases

If you were charged twice for the same product, or bought the wrong product and haven't downloaded it, email us and we'll refund the duplicate or wrong purchase.

4. How to ask for a refund

  1. Email naidoorn@autonomylab.co.za with the subject "Refund request", your order number and the email address you used at checkout.
  2. Tell us which part of this policy applies (not downloaded, not working or duplicate).

Approved refunds are paid back to your original payment method through Payhip (and Paystack) or Gumroad. We aim to process them within 5 business days of approval, and in every case within 30 days as the ECT Act requires. Your bank may take a few more days to show the money. Once a refund is made, the licence to use the files ends and you must delete your copies.

5. Your rights and complaints

Nothing in this policy limits your rights under the Consumer Protection Act, the ECT Act or any other law. If we can't resolve a complaint with you by email, you may contact the Consumer Goods and Services Ombud (CGSO) or the National Consumer Commission.