Refunds & Returns Policy
Digital document templates, online courses and payment refunds
Effective date
2 August 2026
Version
1.0 - MVP launch
Merchant
Mykhaya (Pty) Ltd (registration number 2014/129297/07)
Domicile
South Africa
Business address
12 Tarka Drive, Buurendal, Germiston, Gauteng, South Africa
Website
Refund enquiries
Important summary
myKhaya currently sells digital document templates and online Courses. There are no physical goods to ship or return. Change-of-mind refunds are generally available only before digital content is delivered or accessed, subject always to any cancellation or consumer right that applies by law. Defective, inaccessible, incorrect or materially misdescribed content remains eligible for an appropriate remedy.
1. Purpose and scope
1.1 This Policy explains when and how a customer may cancel a purchase, request replacement access, or obtain a refund from Mykhaya (Pty) Ltd (myKhaya, we, us or our).
1.2 It applies to purchases made through www.mykhaya.co.za, including digital document templates and online Courses paid for through Peach Payments or another payment provider disclosed at checkout.
1.3 It must be read with the myKhaya Website, Online Shop, Course and Platform Terms of Use and the description shown on the relevant product or Course page. If this Policy conflicts with a non-waivable right under South African law, that right prevails.
2. What we currently sell
Offering
Delivery
Change-of-mind position
Digital templates
Download, email or both
Before delivery or access, subject to law
Online Courses
One-year online access; streamed videos and downloadable materials
Before Course content is accessed, subject to law
Rental Platform
Free at MVP launch
No purchase price to refund
2.1 myKhaya does not currently sell physical goods. Physical return conditions, return shipping and restocking charges therefore do not apply. No return-delivery cost is charged for a digital-product refund request.
2.2 Shop and Course purchases are once-off purchases unless the checkout page expressly states otherwise. The transaction currency is South African rand (ZAR).
3. Cancellation before delivery or access
3.1 You may ask us to cancel a digital template order before the download is made available or the delivery email is sent, or a Course purchase before any Course content is accessed. If cancellation is still technically possible, we will cancel the order and refund the amount paid.
3.2 Digital delivery may occur automatically or very shortly after payment. Sending a cancellation request does not itself stop automated delivery. If delivery or access has already occurred, the rules in sections 4 to 7 apply.
4. Digital document templates
4.1 Change of mind
Subject to section 7 and any right that cannot lawfully be limited, we do not ordinarily provide a change-of-mind refund after a template has been downloaded, emailed, made available for download or otherwise accessed. Digital files cannot meaningfully be returned once supplied, and access may not be reversible.
4.2 Failed, corrupted, incorrect or misdescribed files
If a purchased file is missing, corrupted, cannot reasonably be opened, is not the product ordered, or is materially different from its product description, email info@mykhaya.co.za with the details listed in section 9.
We will first use reasonable efforts to resend, replace or correct the affected file at no additional charge. If we cannot provide a usable, correctly purchased file within five business days after receiving enough information to assess the problem, we will refund the affected purchase.
4.3 Matters that do not ordinarily qualify
A refund is not ordinarily due merely because you no longer need the template, purchased the wrong product after being shown an accurate description, expected personalised legal advice, or cannot use a working file because your device lacks compatible software that was reasonably indicated or ordinarily required. We may still offer reasonable technical assistance, and this clause does not limit a statutory remedy.
A purchase provides the version supplied at the time of purchase. Later revisions, legislative updates or improved versions are separate products and do not make the purchased version defective merely because a newer version becomes available.
5. Online Courses
5.1 Change of mind
Subject to section 7 and applicable law, you may request a change-of-mind cancellation before accessing Course content. Course content is treated as accessed when you stream a video, open an assessment, download Course materials or otherwise begin using paid Course content.
Once Course content has been accessed, we do not ordinarily provide a change-of-mind refund. If you expressly ask us to begin supplying a Course during a statutory cooling-off period, that consent may affect whether the cooling-off right applies.
5.2 Course problems
If a Course is materially inaccessible, materially defective or materially different from its description, notify us promptly. Depending on the nature and extent of the problem, we may restore access, correct the defect, provide suitable replacement content, extend the access period, or provide a full or reasonable partial refund, as appropriate and as required by law.
A Course certificate confirms completion only. Dissatisfaction with an assessment result, failure to complete the Course, a change in personal circumstances, or failure to achieve a hoped-for legal, financial, investment or business outcome does not by itself make the Course defective or refundable.
6. Incorrect, duplicate or unauthorised charges
6.1 If myKhaya charges an incorrect amount or processes the same purchase more than once, notify us as soon as reasonably possible. Once verified, we will correct the error and refund the incorrect or duplicate amount.
6.2 If you do not recognise a transaction, contact your bank or card issuer immediately and also notify us at info@mykhaya.co.za. We may request reasonable information to locate the transaction and prevent further misuse. Nothing in this Policy limits your rights under payment-card rules or applicable law.
6.3 If we cancel or reject an order after taking payment, or cannot supply the purchased product or Course, we will refund the amount paid for the affected item.
7. Statutory cancellation and consumer rights
Your legal rights remain intact
Nothing in this Policy excludes or restricts a cooling-off right, quality right, warranty, cancellation right or refund remedy that South African law does not permit us to exclude.
7.1 Where section 44 of the Electronic Communications and Transactions Act 25 of 2002 applies, a consumer may cancel an electronic transaction without reason and without penalty: for goods, within seven days after receipt; and for services, within seven days after the agreement is concluded. The consumer is then entitled to the refund required by that Act.
7.2 Section 44 does not apply to every electronic transaction. Relevant exclusions may include services that began with the consumer's consent before the seven-day period ended, and goods which by their nature cannot be returned. Whether an exclusion applies depends on the product, transaction and manner of supply.
7.3 If a transaction resulted from direct marketing and the Electronic Communications and Transactions Act cooling-off right does not apply, the Consumer Protection Act 68 of 2008 may provide a five-business-day cooling-off right in the circumstances stated in that Act.
7.4 Consumers retain applicable rights to timely, good-quality services and appropriate remedies for services or digital content that are defective, inaccessible, incorrectly supplied or materially misdescribed.
7.5 A customer requesting a statutory cancellation should identify the right relied on and provide the information in section 9. We will assess the request in accordance with the applicable law, regardless of the ordinary change-of-mind rules above.
8. Replacements, exchanges and store credit
8.1 Because our current products are digital, we do not offer physical exchanges. Where the wrong or defective digital product was supplied, we may replace it with the correct or working version.
8.2 We will not substitute store credit for a refund where the law entitles you to money back. In another case, store credit or an alternative product may be offered only with your agreement.
9. How to request a cancellation, replacement or refund
Email info@mykhaya.co.za with the subject line Refund request and include:
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your full name and the email address used for the purchase;
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the order or transaction number and purchase date;
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the product or Course name and amount paid;
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whether you request cancellation, replacement, restored access or a refund;
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a clear description of the problem or reason for the request; and
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supporting screenshots or error messages, where relevant.
Do not email full card numbers, CVV codes, passwords or online-banking credentials. We may ask for limited additional information reasonably needed to verify the purchaser, locate the transaction, reproduce a technical fault or prevent fraud.
10. Assessment and response
10.1 We aim to acknowledge a refund request within 24 hours on a business day. This is an acknowledgement target, not a promise that the request will be decided within 24 hours.
10.2 We will assess the product description, delivery and access records, payment record, information provided, any attempt to correct the problem and the customer's statutory rights. We will communicate the outcome and, if a request is declined, provide a reasonable explanation.
10.3 You should notify us promptly after discovering a delivery, access or quality problem so that we can investigate effectively. A delay does not remove a right that the law gives you for a longer period.
11. How approved refunds are paid
11.1 Approved card refunds are initiated through Peach Payments to the original payment method used for the purchase, unless that is not reasonably possible or another lawful arrangement is agreed. Peach Payments processes the payment instruction, but myKhaya remains responsible for deciding and initiating an approved refund.
11.2 We aim to initiate an approved refund within five business days after approval. Where legislation prescribes a different deadline, we will comply with that deadline. In particular, a refund due under section 44 of the Electronic Communications and Transactions Act must be made within 30 days after cancellation.
11.3 After a refund is initiated, the time for the credit to appear depends on the payment method, acquiring bank and card issuer. It may ordinarily take approximately five to ten business days. This banking period is an estimate and is outside myKhaya's direct control.
11.4 We refund only the amount properly due for the affected purchase. There are no return-shipping or restocking charges for current digital products. We do not reimburse unrelated bank fees, data costs, software costs or other consequential expenses unless required by law.
11.5 We will provide confirmation when the refund has been initiated. If the credit has not appeared after ten business days, contact us with the order number so that we can investigate with the payment provider.
12. Free Platform and future paid services
12.1 The myKhaya rental-management Platform is free at MVP launch. Closing a free Account does not create a refund entitlement because no Platform subscription fee has been charged.
12.2 Before any future paid Platform, rental-payment or deposit service launches, we will publish its cancellation, renewal, reversal, chargeback and refund terms. This version does not govern those services as though they are already live.
13. Fraud, misuse and chargebacks
13.1 We may refuse a request that is fraudulent, materially misleading, duplicated, made by a person who cannot reasonably show authority over the purchase, or constitutes abuse of the refund process, subject to applicable law.
13.2 Seeking a refund directly from myKhaya does not prevent you from using a lawful card-dispute or chargeback process. Please do not pursue both processes for the same amount without disclosing that fact, as duplicate recovery is not permitted.
14. Complaints and unresolved disputes
14.1 If you disagree with a refund decision, reply to the decision email or send a complaint to info@mykhaya.co.za with the order details and reasons for reconsideration. We will review the matter in good faith.
14.2 If the complaint remains unresolved, a consumer may approach the Consumer Goods and Services Ombud, National Consumer Commission, provincial consumer authority, court or another competent forum where that body has jurisdiction. The myKhaya Terms of Use provide the broader dispute-resolution process.
15. Changes to this Policy
15.1 We may update this Policy to reflect changes in law, products, Course delivery, payment providers or business processes. The effective date and version will be updated when changes are published.
15.2 The version accepted or made available at the time of purchase ordinarily applies to that purchase, unless a later version is more favourable to the customer or the law requires otherwise.
16. Contact details
Refunds and complaints
Platform technical support
Website
Merchant
Mykhaya (Pty) Ltd
Registration number
2014/129297/07
Address
12 Tarka Drive, Buurendal, Germiston, Gauteng, South Africa
Country of domicile
South Africa